Observation platform for using structured communications with cloud computing

• US 9,407,543 B2
• Filed: 03/15/2013
• Issued: 08/02/2016
• Est. Priority Date: 02/22/2011
• Status: Active Grant

• Current Assignee: Theatro Labs Inc.
• Original Assignee: Theatro Labs Inc.
• Inventors: Russell, Steven Paul, VanBuskirk, Guy R.
• Primary Examiner(s): Doan, Phuoc H
• Application Number:
  US13/832,944
• Publication Number:
  US 20130204972A1
• Time in Patent Office: 1,236 Days
• Field of Search: 434/107, 455/412.1, 709/217, 715/853, 382/100, 705/7.42
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04L 45/44 Distributed routing
• CPC Class Codes: H04L 67/561 Adding application-functional data or data for application control, e.g. adding metadata
• CPC Class Codes: H04M 2203/2038 Call context notifications
• CPC Class Codes: H04W 4/02 Services making use of location information
• CPC Class Codes: H04W 4/025 using location based information parameters

Abstract

Using structured communications in an observation platform with cloud computing. A signal is received from a first communication device at a second communication device associated with a first computer system. The signal is forwarded from the first computer system to a second computer system, wherein the second computer system is physically remote from the first computer system and connected via a network. Context information is derived for the signal and at least one destination for the signal based on the context information at the second computer system. The context information and the at least one destination for the signal are received at the first computer system.

Claims

1. A method for using structured communications in an observation platform with cloud computing, comprising:

receiving a signal from a first communication device at a second communication device associated with a first computer system;

forwarding said signal from said first computer system to a second computer system, wherein said second computer system is physically remote from said first computer system and connected via a network;

deriving context information for said signal at said second computer system based on a plurality of factors derived from an analysis of said signal;

determining at least one destination for said signal based on said plurality of factors for said context information at said second computer system wherein said plurality of factors at least comprise a speech to text analysis of said signal, a geographic location of said first communication device, a status of a user associated with said first device, and policy acting on metadata for said device; and

receiving said context information and said at least one destination for said signal at said first computer system.

2. The method as recited in claim 1 further comprising:

relaying said signal to said at least one destination via said first computer system and said second communication device.

3. The method as recited in claim 1 wherein a first characteristic of said signal corresponds to an audible source and a second characteristic of said signal corresponds to information indicative of a geographic position of said first communication device.

4. The method as recited in claim 1 wherein said second computer system is located at different physical address than said first computer system.

5. The method as recited in claim 1 wherein said second computer system employs cloud computing techniques.

6. The method as recited in claim 1 wherein said second computer system comprises a plurality of computer systems connected to one another via a network.

7. The method as recited in claim 1 wherein said at least one destination is a third communication device that is within a radio range of said second communication device.

8. The method as recited in claim 1 wherein said deriving said at least one destination derives a plurality of destinations devices.

9. The method as recited in claim 8 wherein at least one of said plurality of destinations devices is physically remote to said second communication device and is not within a radio range of said second communication device, wherein said at least one of said plurality of destination devices is relayed said signal via a second observation platform.

10. The method as recited in claim 1 wherein said at least one destination is a third communication device and said method further comprises:

receiving a response from said third communication device at said first computer system; and

relaying said response to said first communication device.

11. The method as recited in claim 1 wherein said at least one destination is a third communication device and subsequent communications between said first communication device and said third communication are sent directly without being relayed by said first computer system.

12. The method as recited in claim 1 wherein said deriving said context information comprises deriving metadata from said signal and said deriving said at least one destination further comprises:

matching an attribute of said metadata to an attribute of a destination device.

13. The method as recited in claim 12 wherein said metadata is selected from the group of metadata consisting of:

metadata derived from a content of said signal, and metadata derived from characteristics of said signal.

14. The method as recited in claim 1 wherein said signal is a message to technical support and wherein said deriving said at least one destination derives a destination device associated with said technical support.

15. The method as recited in claim 14 wherein said technical support responds to said signal with corrective action for said first communication device.

16. A non-transitory computer-usable storage medium having instructions embodied therein that when executed cause a computer system to perform a method for using structured communications in an observation platform with cloud computing, said method comprising:

receiving a signal from a first communication device at a second communication device associated with a first computer system;

forwarding said signal from said first computer system to a second computer system, wherein said second computer system is physically remote from said first computer system and connected via a network;

deriving context information for said signal at said second computer system based on a plurality of factors derived from an analysis of said signal;

determining at least one destination for said signal based on said plurality of factors for said context information at said second computer system wherein said plurality of factors at least comprise a speech to text analysis of said signal, a geographic location of said first communication device, a status of a user associated with said first device, and policy acting on metadata for said device; and

receiving said context information and said at least one destination for said signal at said first computer system.

17. The non-transitory computer-usable storage medium as recited in claim 16 further comprising:

relaying said signal to said at least one destination via said first computer system and said second communication device.

18. The non-transitory computer-usable storage medium as recited in claim 16 wherein a first characteristic of said signal corresponds to an audible source and a second characteristic of said signal corresponds to information indicative of a geographic position of said first communication device.

19. The non-transitory computer-usable storage medium as recited in claim 16 wherein said second computer system is located at different physical address than said first computer system.

20. The non-transitory computer-usable storage medium as recited in claim 16 wherein said second computer system employs cloud computing techniques.

21. The non-transitory computer-usable storage medium as recited in claim 16 wherein said second computer system comprises a plurality of computer systems connected to one another via a network.

22. The non-transitory computer-usable storage medium as recited in claim 16 wherein said at least one destination is a third communication device that is within a radio range of said second communication device.

23. The non-transitory computer-usable storage medium as recited in claim 16 wherein said deriving said at least one destination derives a plurality of destinations devices.

24. The non-transitory computer-usable storage medium as recited in claim 23 wherein at least one of said plurality of destinations devices is physically remote to said second communication device and is not within a radio range of said second communication device, wherein said at least one of said plurality of destination devices is relayed said signal via a second observation platform.

25. The non-transitory computer-usable storage medium as recited in claim 16 wherein said at least one destination is a third communication device and said method further comprises:

receiving a response from said third communication device at said first computer system; and

relaying said response to said first communication device.

26. The non-transitory computer-usable storage medium as recited in claim 16 wherein said at least one destination is a third communication device and subsequent communications between said first communication device and said third communication are sent directly without being relayed by said first computer system.

27. The non-transitory computer-usable storage medium as recited in claim 16 wherein said deriving said context information comprises deriving metadata from said signal and said deriving said at least one destination further comprises:

matching an attribute of said metadata to an attribute of a destination device.

28. The non-transitory computer-usable storage medium as recited in claim 27 wherein said metadata is selected from the group of metadata consisting of:

metadata derived from a content of said signal, and metadata derived from characteristics of said signal.

29. The non-transitory computer-usable storage medium as recited in claim 16 wherein said signal is a message to technical support and wherein said deriving said at least one destination derives a destination device associated with said technical support.

30. The non-transitory computer-usable storage medium as recited in claim 29 wherein said technical support responds to said signal with corrective action for said first communication device.

31. An observation platform for mediating a communication with cloud computing, said system comprising:

a first communication device for sending a signal;

a first computer system for receiving said signal from said first communication device;

a second computer system physically remote from said first computer system, connected to said first computer system via a network, and for;

receiving said signal forwarded from said first computer system;

deriving context information for said signal at said second computer system based on a plurality of factors derived from an analysis of said signal;

determining at least one destination for said signal based on said plurality of factors for said context information at said second computer system wherein one of said plurality of factors at least comprise a speech to text analysis of said signal, a geographic location of said first communication device, a status of a user associated with said first device, and policy acting on metadata for said device; and

receiving said context information and said at least one destination for said signal at said first computer system.

32. A method for receiving technical support in an observation platform, comprising:

receiving a signal from a first communication device at a second communication device associated with a computer system, wherein said signal is a request for technical support;

deriving said request for said technical support from said signal at said computer system based on context information from said signal;

relaying said signal to a technical support destination via said computer system and said second communication device; and

receiving a corrective action at said first communication device from said technical support destination wherein said corrective action executes a command at said first communication device without making a user of said first communication device aware that said corrective action occurred.

33. The method as recited in claim 32 wherein a first characteristic of said signal corresponds to an audible source and a second characteristic of said signal corresponds to information indicative of a geographic position of said first communication device.

34. The method as recited in claim 32 wherein said technical support destination is physically remote from said first communication device and said computer system.

35. The method as recited in claim 32 wherein a response from said technical support destination is an audible message.

36. The method as recited in claim 32 wherein a response from said technical support destination is corrective action for said first communication device.

37. The method as recited in claim 32 wherein said request for technical support is a request for support regarding an issue with said first communication device.

38. The method as recited in claim 32 wherein a response from said technical support destination is relayed to said first communication device via said computer system and said second communication device.

39. A non-transitory computer-usable storage medium having instructions embodied therein that when executed cause a computer system to perform a method for receiving technical support in an observation platform, said method comprising:

receiving a signal from a first communication device at a second communication device associated with a computer system, wherein said signal is a request for technical support;

deriving said request for said technical support from said signal at said computer system based on context information from said signal;

relaying said signal to a technical support destination via said computer system and said second communication device; and

receiving a corrective action at said first communication device from said technical support destination wherein said corrective action executes a command at said first communication device without making a user of said first communication device aware that said corrective action occurred.