Apparatus for processing communications

• US 7,007,067 B1
• Filed: 11/02/1999
• Issued: 02/28/2006
• Est. Priority Date: 11/03/1998
• Status: Expired due to Term

• Current Assignee: British Telecommunications PLC (BT Group PLC)
• Original Assignee: British Telecommunications PLC (BT Group PLC)
• Inventors: Azvine, Benham, Wobcke, Wayne Raymond, Djian, David Philippe, Tsui, Kwok Ching
• Primary Examiner(s): Etienne, Ario
• Assistant Examiner(s): Dalencourt, Yves
• Application Number:
  US09/806,696
• Time in Patent Office: 2,310 Days
• Field of Search: 709/202, 709/204, 709/206, 709/207, 709/224, 709/223, 709/230, 715/500, 715/526
• US Class Current: 709/206
• CPC Class Codes: G06F 3/011 Arrangements for interaction with the human body, e.g. for user immersion in virtual reality blind teaching G09B21/00
• CPC Class Codes: G06F 3/023 Arrangements for converting discrete items of information into a coded form, e.g. arrangements for interpreting keyboard generated codes as alphanumeric codes, operand codes or instruction codes
• CPC Class Codes: G06F 3/033 Pointing devices displaced or positioned by the user , e.g. mice, trackballs, pens or joysticks; Accessories therefor digitisers characterised by the transducing means G06F3/041
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: G06Q 10/109 Time management, e.g. calendars, reminders, meetings or time accounting

Abstract

Communications received by a user over a communications link include identification information and are processed by:

• • extracting identification information associated with a first received communication;
  • categorizing the first communication and recommending an action based on the categorization;
  • monitoring user response to the first communication;
  • modifying the categorization in accordance with a monitored user response to the first communication, such that when a second communication having identifying information matching that of the first communication is received, the monitored user response is recommended by the categorization.

Claims

1. Apparatus for processing communications received by a user over a communications link, which communications include identification information, the apparatus comprising:

(i) an input for receiving communications;

(ii) extracting means for extracting identification information associated with a communication received at the input;

(iii) categorizing means for categorizing the received communication based on the extracted identification information and recommending an action based on the categorization;

(iv) means for monitoring user response to the communication and operable to measure the time taken for the user to review and/or respond to a communication;

(v) modifying means for modifying the categorization of the categorizing means in accordance with a monitored user response to the communication,

wherein, in response to receipt of a subsequent communication having identification information matching that of the earlier communication, the apparatus is operable to recommend an action based on the modified categorization.

2. Apparatus as in claim 1, wherein the extracting means includes comparing means for comparing the extracted identification information with a plurality of predetermined identification information types so as to determine a match between one of the plurality of predetermined identification types and the extracted identification information.

3. Apparatus as in claim 2, wherein the extracting means utilizes fuzzy logic to determine said match.

4. Apparatus as in claim 1, wherein the communications is either one of an email or a telephone call.

5. Apparatus as in claim 4, wherein the identification information includes at least one of:

(a) a subject of the email;

(b) an address of a sender of the email;

(c) a recipient list of the email/ and/or

(d) a calling line identifier.

6. Apparatus as in claim 2, wherein the comparing means is operable to compare any or all of:

(a) a sender with a predetermined list of senders;

(b) a recipient list with a predetermined list of recipients;

(c) a subject with a predetermined list of subjects; and

/or

(d) a calling line identifier with a predetermined list of numbers.

7. Apparatus as in claim 1 wherein the categorizing means includes a Bayes net, which Bayes net is operable to output an array of values indicative of a priority status for the first communication based on inputs indicative of the extracted identification information and the time taken for the user to review the communication.

8. Apparatus as in claim 1, further comprising means for automatic message transmission, such that when a communication is received from a sender that has been identified for automatic message transmission, a predetermined message is automatically returned in response to the communication.

9. Apparatus as in claim 1 further comprising a diary for logging user availability, said categorizing means being triggered by a received communication to review a user'"'"'s availability and to base a recommended response with respect to the received communication at least in part on said user availability.

10. Apparatus as in claim 1 further comprising means for storing user inputs with respect to extracted identification information.

11. Apparatus as in claim 9 wherein, in the case of at least one form of availability status, or where the stored identification information has been flagged by a user input accordingly, the apparatus triggers the recommended response of the categorizing means without receiving user input.

12. A method of processing communications received by a user over a network, which communications include identification information, the method comprising:

(i) extracting the identification information from a communication

(ii) categorizing the communication based on the extracted identification information;

(iii) observing time taken for the user to respond to the communication;

(iv) modifying the categorization associated with the extracted identification information in accordance with the observed time taken for response; and

(v) upon receipt of a subsequent communication having identical identifying information to that of an earlier communication, recommending a user action based on the modified categorization.

13. A computer program comprising a set of instructions to cause a computer to perform the method defined in claim 12.

14. A computer program as in claim 13 placed on a carrier, which carrier includes any one of:

(i) a CD-ROM storage medium;

(ii) a hard disk drive storage medium;

(iii) a 3.5 inch diskette storage medium;

(iv) a protectively-encased tape cartridge storage medium;

(v) a zip drive disk storage medium;

(vi) a jazz drive diskette storage medium;

(vii) an optical disk storage medium;

(viii) auxiliary storage memory.

15. A method as in claim 12 including the step of storing the observed time taken as a function of the extracted identification information.

16. A method as in claim 15 in which said categorizing step (ii) includes:

(a) for at least one of the extracted identification information, retrieving stored time data associated therewith;

(b) operating the categorizing means in accordance with the extracted identification information and with the retrieved time data;

(c) examining an output from the categorizing means, which output includes a plurality of response identifiers corresponding to times for response; and

(d) extracting a response identifier corresponding to the highest value in said output.

17. A method as in claim 16 in which the categorizing means includes two Bayes nets, a first of which categorizes in accordance with the extracted identification information and a second of which categorizes in accordance with the retrieved time data, such that the operating step (b) comprises operating each of the first and second categorizing means and combining outputs therefrom.

18. A method as in claim 17 in which said step (iv) of modifying the categorization associated with the extracted identification information includes modifying each of the first and second Bayes nets in accordance with the observed time.

19. A storage medium containing digital data, comprising computer executable code for loading into a computer for the performance of the method of claim 12.