ANTI-TRENDING

• US 20150161216A1
• Filed: 12/11/2013
• Published: 06/11/2015
• Est. Priority Date: 12/11/2013
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Skiba, David, Erhart, George, Becker, Lee, Matula, Valentine C.
• Granted Patent: US 9,542,455 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 16/2465 Query processing support for facilitating data mining operations in structured databases
• CPC Class Codes: G06F 16/285 Clustering or classification
• CPC Class Codes: G06F 16/35 Clustering; Classification
• CPC Class Codes: G06F 16/353 into predefined classes
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 50/01 Social networking
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 51/52 for supporting social networking services

Abstract

An automated system for message analysis whereby messages within a given category may be identified and processed as a category connote. While a domain of messages may be monitored and processed in the due course of business, connote message are different. For example, a number of messages may fall into a domain of “poor airline food.” Such messages may be processed in the due course of business. However, a message with a different aspect, such as, “I found glass in my food,” may be initially identified as begin within the domain of “poor airline food,” and processed further to distinguish the message as being a connote with regard to the “poor airline food” category and warranting special handling.

Claims

1. A method, comprising:

accessing a message having a number of message elements;

identifying a category determinate message element, for a category, from the message elements;

categorizing the message in accord with the category determinate message element;

excluding the category determinate message element from the message elements;

after the category determinate message element has been excluded, analyzing at least one remaining message element to determine whether the message is actionable outside of the category; and

making a routing decision based, in part, on the analysis of the message elements.

2. The method of claim 1, wherein at least one of the message elements is a message metadata.

3. The method of claim 1, further comprising, excluding a message element which is a frequently occurring word within a language of the message prior to analyzing the remaining message elements.

4. The method of claim 1, further comprising, excluding frequently occurring words associated with the category prior to analyzing the remaining message elements.

5. The method of claim 1, further comprising, excluding a message element which is a previously identified non-actionable message element for the category prior to analyzing the remaining message elements.

6. The method of claim 1, wherein the message is a text-based message.

7. The method of claim 1, wherein the message is a posting on a social media website.

8. The method of claim 7, wherein at least one of the message elements is a number of endorsements of the message.

9. A system, comprising:

a processor;

a message repository;

a communication interface; and

access a message in the message repository having a number of message elements, identify a category determinate message element for a category from the message elements, categorize the message in accord with the category determinate message element, exclude the category determinate message element from the message elements;

after the category determinate message element has been excluded analyze at least one remaining message element to determine whether the message is actionable outside of the category; and

make a routing decision based, in part, on the analysis of the message elements.

10. The system of claim 9, wherein the processor is further operable to access, via the communications interface, a secondary data repository and a number of secondary message elements therein and insert the secondary message elements into the set of message elements prior to processor analyzing the remaining message elements.

11. The system of claim 10, wherein the secondary message elements is a message metadata.

12. The system of claim 9, wherein the processor further excludes a message element which is a frequently occurring word within a language of the message prior to analyzing the remaining message elements.

13. The system claim 9, wherein the processor further excludes frequently occurring words associated with the category prior to analyzing the remaining message elements.

14. The system of claim 9, wherein the processor further excludes a message element which is a previously identified non-actionable message element for the category prior to analyzing the remaining message elements.

15. A non-transitory computer readable medium, that when read by a computer causes the computer, to perform:

accessing a message having a number of message elements;

identifying a category determinate message element, for a category, from the message elements;

categorizing the message in accord with the category determinate message element;

excluding the category determinate message element from the message elements;

after the category determinate message element has been excluded, analyzing at least one remaining message element to determine whether the message is actionable outside of the category; and

making a routing decision based, in part, on the analysis of the message elements.

16. The instructions of claim 15, wherein at least one of the message elements is a message metadata.

17. The instructions of claim 15, wherein at least one of the message elements is a number of viewers of the message.

18. The instructions of claim 15, further comprising, determining an environmental context of the message and excluding at least one of the message elements associated with the environmental context prior to analyzing the remaining message elements.

19. The instructions of claim 15, further comprising, excluding a message element which is a frequently occurring word within a language of the message prior to analyzing the remaining message elements.

20. The instructions of claim 15, further comprising, excluding frequently occurring words associated with the category prior to analyzing the remaining message elements prior to analyzing the remaining message elements.