System and methods enabling a mix of human and automated initiatives in the control of communication policies

• US 7,251,696 B1
• Filed: 10/28/2002
• Issued: 07/31/2007
• Est. Priority Date: 03/15/2001
• Status: Expired due to Fees

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Microsoft Corporation
• Inventors: Horvitz, Eric J.
• Primary Examiner(s): Burgess; Glenton B.
• Assistant Examiner(s): Higa; Brendan Y.
• Application Number:
  US10/281,718
• Time in Patent Office: 1,737 Days
• Field of Search: 709220-222, 709227-229, 455414-420, 455/405, 379256-266, 379/114.01, 706/61, 714/43, 705/7
• US Class Current: 709/228
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: H04L 51/00 User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
• CPC Class Codes: H04L 51/066 Format adaptation, e.g. format conversion or compression
• CPC Class Codes: H04L 51/214 using selective forwarding
• CPC Class Codes: H04L 65/40 Support for services or applications
• CPC Class Codes: H04L 67/104 Peer-to-peer [P2P] networks
• CPC Class Codes: H04L 67/14 Session management for real-time applications in data packet communications networks H04L65/1066
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34
• CPC Class Codes: H04L 67/564 Enhancement of application control based on intercepted application data
• CPC Class Codes: H04L 67/59 Providing operational support to end devices by off-loading in the network or by emulation, e.g. when they are unavailable
• CPC Class Codes: H04L 67/62 Establishing a time schedule for servicing the requests
• CPC Class Codes: H04L 69/24 Negotiation of communication capabilities
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04L 9/40 Network security protocols
• CPC Class Codes: H04M 11/04 with alarm systems, e.g. fire, police or burglar alarm systems
• CPC Class Codes: H04M 2203/2066 Call type detection of indication, e.g. voice or fax, mobile of fixed, PSTN or IP
• CPC Class Codes: H04M 3/42229 Personal communication services, i.e. services related to one subscriber independent of his terminal and/or location diverting calls from one subscriber to another subscriber, i.e. two different subscriptions H04M3/54; selecting arrangements in intelligent networks H04Q3/005
• CPC Class Codes: H04M 3/436 Arrangements for screening incoming calls , i.e. evaluating the characteristics of a call before deciding whether to answer it based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; diversion H04M3/54
• CPC Class Codes: H04M 7/12 : for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
• CPC Class Codes: H04N 21/252 : Processing of multiple end-users' preferences to derive collaborative data
• CPC Class Codes: H04N 21/4788 : communicating with other users, e.g. chatting arrangements for providing for computer conferences, e.g. chat rooms, to substation in data switching networks H04L12/1813; distributed application using peer-to-peer [P2P] networks H04L67/104

Abstract

A system and method for identifying communication channels and appropriate timing of communications that facilitate enhancing or maximizing the utility of a communication between communicating parties, based on the participants'"'"' preferences and capabilities is provided. The system and method implement policies for facilitating optimal communications between communicating parties based on deterministic and/or uncertain preferences, capabilities and context, both present and predicted, where a decision to employ an initially selected channel and timing of communication may be overridden by contactor or contactee based on user-configurable triggers. The system and method further provide for mixed/multi-initiative overriding of the identified optimal communication channel and indicated best time for a communication. The methods can be implemented on a widescale communication system or within a single portable device. In one approach, the system attempts to optimize the inferred or directly accessed preferences of a contactee given the accessed or inferred preferences, capabilities and goals of the contactor while keeping the rationale and context of the contactee private. Such optimization can be achieved using preferences and policies concerning handling the attempted contact based on a deterministic specification or through inferring context, content and task under uncertainty by employing probabilistic or decision-theoretic inferences to attempt to maximize the expected utility of the communication to the contactee.

Claims

1. A system that facilitates maximizing utility of a communication, the system comprising:

an identifier that identifies an initially selected communication channel; and

an analyzer that determines whether the initially selected communication channel should be overridden by an overriding communication channel, wherein the initially selected communication channel is overridden if EU2−

cost>

EU1, where EU2=E[u(d_i,c)]=s_j ε

s₂ Σ

u(s_j,d_i) p(s_j|d_i,c), EU1=E[u(d_i,c)]=s_j ε

s₁Σ

u(s_j,d_i) p(s_j|d_i,c) and, cost measures actual dollar cost;

wherein p(s_j|d_i,c) represents a probability of achieving a future state s_j given a decision d_i concerning communication channel parameters and a context c;

each individual outcome state s_j ε

s represents a possible match of preferences to related communication parameters; and

function u(s_j,d_i) represents a utility of state s_j after the decision d_i has been made.

2. The system of claim 1, the analyzer calculating an expected utility associated with the initially selected communication channel.

3. The system of claim 2, the analyzer calculating an expected utility associated with employing the overriding communication channel.

4. The system of claim 3, the analyzer calculating a cost associated with switching from the initially selected communication channel to the overriding communication channel.

5. The system of claim 1, where at least one of EU1 and EU2 is calculated using non-deterministic data.

6. The system of claim 1 where the analyzer determines whether a communicating party should be presented with information concerning the overriding communication channel(s).

7. The system of claim 1, the override analyzer comprising an override interface that presents a communicating party with override information concerning whether the initially selected communication channel should be overridden.

8. The system of claim 7, where the override interface presents the override information to a communicating party visually.

9. The system of claim 7, where the override interface presents the override information to a communicating party audibly.

10. The system of claim 7, where the override interface presents the override information to a communicating party via haptics.

11. The system of claim 1, comprising a learning system that adapts how the override analyzer determines whether the initially selected communication channel should be overridden.

12. The system of claim 1, where the identifier comprises:

a preference resolver that analyzes a contactee preference data and a contactor preference data, and produces a resolved preference data;

a context analyzer that analyzes a contactee context data and a contactor context data, and produces an analyzed context data;

a channel analyzer that analyzes one or more communication channels that facilitate establishing the communication between the communicating parties, and produces a communication channel data; and

a communication establisher that establishes a communication between a contactor and a contactee based, at least in part, on the resolved preference data, the analyzed context data, a communicating party selection and the communication channel data.

13. The system of claim 12, where the communication established by the communication establisher is selected, at least in part, on input received from the override analyzer.

14. The system of claim 1, where identifying a communication channel comprises at least one of:

reasoning under uncertainty and deterministic processing.

15. A computer readable medium storing computer executable components of the system of claim 1.

16. A method for selecting a communication channel, the method comprising:

identifying a communication channel that facilitates optimizing the utility of a communication between communicating parties;

computing an override decision concerning whether the identified communication channel should be overridden, wherein the override decision is based at least in part upon EU2−

cost>

EU1, where EU2=E[u(d_i,c)]=s_j ε

s₂Σ

u (s_j,d_i) p(s_j|d_i,c), EU1=E[u(d_j,c)]=s_j ε

s₁ Σ

u(s_j,d_i) p(s_j|d_i,c) and, cost measures actual dollar cost;

wherein p(s_j|d_i,c) represents a probability of achieving a future state s_j given a decision d_i concerning communication channel parameters and a context c;

each individual outcome state s_j ε

s represents a possible match of preferences to related communication parameters; and

function u(s_j,d_i) represents a utility of state s_j after the decision d_i has been made; and

selecting a communication channel for the communication based, at least in part, on the override decision.

17. The method of claim 16, comprising:

presenting a communicating party with information concerning the override decision;

receiving an override decision response from the communicating party; and

selecting the communication channel based, at least in part, on the override decision and the override decision response.

18. The method of claim 17, comprising:

adapting the process for computing an override decision based, at least in part, on the override decision response from the communicating party.

19. The method of claim 17, comprising:

adapting the process for identifying a communication channel for a communication based, at least in part, on the override decision response from the communicating party.

20. The method of claim 18, comprising:

adapting the process for identifying the communication channel for the communication based, at least in part, on the override decision response from the communicating party.

21. The method of claim 18, where adapting the process for computing the override decision is performed by machine learning.

22. The method of claim 19, where adapting the process for identifying the communication channel is performed by machine learning.

23. The method of claim 16, where identifying the communication channel comprises

determining one or more expected utilities associated with the communication based, at least in part, on analyzing a contactor data, a contactee data and a communication channel data.

24. The method of claim 23, where computing the override decision comprises

analyzing at least one of:

the contactor data, the contactee data and the communication channel data.

25. The method of claim 23, where the contactor data comprises at least one of:

a contactor situation data and a contactor preference data.

26. The method of claim 25, where the contactor situation data comprises at least one of:

a contactor application data, a contactor user data and a contactor capability data.

27. The method of claim 25, where the contactor preference data comprises at least one of:

a time data, a location data, a task data and a goal data.

28. The method of claim 23, where the contactee data comprises at least one of:

a contactee situation data and a contactee preference data.

29. The method of claim 28, where the contactee situation data comprises at least one of:

a contactee application data, a contactee user data and a contactee capability data.

30. The method of claim 28, where the contactee preference data comprises at least one of:

a time data, a location data, a task data and a goal data.

31. The method of claim 23, where determining the one or more expected utilities comprises:

analyzing at least one of the contactor data and the contactee data to determine one or more relationships between at least one of the contactor data and the contactee data;

selecting one or more expected utility computation rules based, at least in part, on the relationships; and

applying the one or more expected utility computation rules to determine the expected utilities based, at least in part, on the relationships.

32. The method of claim 23, the contactor data comprising:

deterministic data associated with a current state of the contactor; and

prediction data associated with a future possible state of the contactor.

33. The method of claim 23, the contactee data comprising:

deterministic data associated with a current state of the contactee; and

prediction data associated with a future possible state of the contactee.

34. The method of claim 33, where determining the one or more expected utilities comprises:

analyzing the contactee data to determine one or more missing contactee data values;

selectively inferring one or more missing contactee data values to produce one or more contactee data inferences;

analyzing the contactor data to determine one or more missing contactor data values;

selectively inferring one or more missing contactor data values to produce one or more contactor data inferences;

analyzing the one or more contactee data inferences and/or the one or more contactor data inferences to determine one or more relationships; and

applying one or more inference formulae to maximize the expected utility of the communication between the communicating parties.

35. The method of claim 34 where the inference formulae are decision-theoretic formulae.

36. The method of claim 34, the contactor data comprising:

deterministic data associated with a current state of the contactor; and

prediction data associated with a future possible state of the contactor.

37. The method of claim 34, the contactee data comprising:

deterministic data associated with a current state of the contactee; and

prediction data associated with a future possible state of the contactee.

38. A computer readable medium storing computer executable instructions operable to perform the method of claim 37.

39. A system for optimizing a contact between communicating parties, comprising:

means for determining one or more expected utilities associated with a contact between the parties based, at least in part, on data associated with one or more contactors, data associated with one or more contactees and data associated with one or more communication channels;

means for determining whether the contact should be based on the one or more expected utilities or whether the contact should be based on a communicating party response to an override interface, wherein the override interface presents an override decision based at least in part upon EU2−

cost>

EU1, where EU2=E[u(d_i,c)]=s_j ε

s₂ Σ

u(s_j,d_i) p(s_j|d_i,c) EU1=E[u(d_j,c)]=s_j ε

s₁ Σ

u(s_j,d_i) p(s_j|d_i,c) and, cost measures actual dollar cost;

wherein p(s_j|d_i,c) represents a probability of achieving a future state s_j given a decision d_i concerning communication channel parameters and a context c;

each individual outcome state s_j ε

s represents a possible match of preferences to related communication parameters; and

function u(s_j,d_i) represents a utility of state s_j after the decision d_i has been made; and

means for establishing the contact.

40. In a computer system having a graphical user interface that comprises a display and a selection device, a method of providing and selecting from a menu on the display, the method comprising:

retrieving a first set of menu entries for the menu, each of the menu entries representing a communication with a calculated expected utility;

displaying the first set of menu entries on the display;

retrieving a second set of menu entries for the menu, each of the menu entries representing a potential overriding communication with a calculated expected utility;

displaying the second set of menu entries on the display;

receiving a menu entry selection signal indicative of the selection device selecting a selected menu entry from the first set and second set of menu entries; and

in response to the menu entry selection signal, initiating a communication represented by the menu entry.