System and method of personalized message threading for a multi-format, multi-protocol communication system

• US 9,639,600 B2
• Filed: 12/22/2014
• Issued: 05/02/2017
• Est. Priority Date: 02/24/2014
• Status: Active Grant

• Current Assignee: Entefy Inc.
• Original Assignee: Entefy Inc.
• Inventors: Ghafourifar, Alston
• Primary Examiner(s): Nguyen, Cam-Linh
• Application Number:
  US14/579,712
• Publication Number:
  US 20160179932A1
• Time in Patent Office: 862 Days
• Field of Search: 707739, 707609, 707738, 707741
• CPC Class Codes: G06F 16/148 File search processing
• CPC Class Codes: G06F 16/2228 Indexing structures
• CPC Class Codes: G06F 16/313 Selection or weighting of terms for indexing
• CPC Class Codes: G06F 16/334 Query execution G06F16/335 takes precedence
• CPC Class Codes: G06F 16/951 Indexing; Web crawling techniques
• CPC Class Codes: G06F 21/6227 where protection concerns the structure of data, e.g. records, types, queries
• CPC Class Codes: H04L 51/066 Format adaptation, e.g. format conversion or compression
• CPC Class Codes: H04L 51/216 Handling conversation history, e.g. grouping of messages in sessions or threads
• CPC Class Codes: H04L 51/56 Unified messaging, e.g. interactions between e-mail, instant messaging or converged IP messaging [CPM]
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

This disclosure relates to systems, methods, and computer readable media for performing multi-format, multi-protocol personalized message threading in a way that is most beneficial for the individual user. Users desire a system that will provide for ease of message threading by “stitching” together related communications in a manner that is seamless from the user'"'"'s perspective. Such stitching together of communications across multiple formats and protocols—in conjunction with the use of contextual learning techniques and/or personalized index search parameter weighting techniques—may facilitate the providing of personalized query result sets to users of such systems. Personalized results may be based, at least in part, on, e.g.: 1) historic patterns of user communications; 2) index search parameter weight adjustments made by the system at regular or semi-regular time intervals; and/or 3) index search parameter weight adjustments made by the system that are based on contextual knowledge acquired from analyzing user communications.

Claims

1. A non-transitory computer readable medium comprising computer executable instructions stored thereon to cause one or more processing units to:

obtain a first plurality of messages for a first user, wherein the first plurality of messages comprises;

one or more messages in each of a first plurality of formats; and

one or more messages sent or received via each of a first plurality of protocols;

create one or more associations between one or more of the first plurality of messages, wherein the instructions to create one or more associations between one or more of the first plurality of messages comprise instructions to;

perform a semantic analysis on the first plurality of messages; and

create one or more clusters of messages from the first plurality of messages based, at least in part, on the semantic analysis, wherein a cluster of messages comprises two or more messages that are associated together;

receive a query from the first user requesting at least one message from the first plurality of messages;

generate one or more index search terms based, at least in part, on the received query; and

generate a result set of messages in response to the generated one or more index search terms,

wherein the result set is based, at least in part, on one or more index search parameters for one or more of the generated one or more index search terms, and

wherein at least one of the one or more index search parameters is determined individually for the first user.

2. The non-transitory computer readable medium of claim 1, wherein at least one of the one or more associations is between messages sent or received via two or more different protocols from among the first plurality of protocols.

3. The non-transitory computer readable medium of claim 1, wherein at least one of the one or more associations is between messages in two or more different formats from among the first plurality of formats.

4. The non-transitory computer readable medium of claim 1, wherein the result set comprises the at least one requested message and one or more messages from the first plurality of messages for which associations have been created to the requested message.

5. The non-transitory computer readable medium of claim 1, wherein the instructions to perform a semantic analysis on a first plurality of messages further comprise instructions to identify one or more keywords in one or more of the first plurality of messages.

6. The non-transitory computer readable medium of claim 1, wherein the instructions to perform a semantic analysis on a first plurality of messages further comprise instructions to perform a predictive semantic analysis on one or more of the first plurality of messages.

7. The non-transitory computer readable medium of claim 1, wherein at least one of the one or more index search parameters is based, at least in part, on historic patterns of communications of the first user.

8. The non-transitory computer readable medium of claim 1, further comprising instructions stored thereon to cause the one or more processing units to adjust at least one of the one or more index search parameters at a regular or semi-regular time interval.

9. The non-transitory computer readable medium of claim 1, further comprising instructions stored thereon to cause the one or more processing units to adjust at least one of the one or more index search parameters based, at least in part, on contextual knowledge acquired from analyzing communications of the first user.

10. A system, comprising:

a memory; and

one or more processing units, communicatively coupled to the memory, wherein the memory stores instructions to configure the one or more processing units to;

obtain a first plurality of messages for a first user, wherein the first plurality of messages comprises;

one or more messages in each of a first plurality of formats; and

one or more messages sent or received via each of a first plurality of protocols;

create one or more associations between one or more of the first plurality of messages, wherein the instructions to create one or more associations between one or more of the first plurality of messages comprise instructions to;

perform a semantic analysis on the first plurality of messages; and

create one or more clusters of messages from the first plurality of messages based, at least in part, on the semantic analysis, wherein a cluster of messages comprises two or more messages that are associated together;

receive a query from the first user requesting at least one message from the first plurality of messages;

generate one or more index search terms based, at least in part, on the received query; and

generate a result set of messages in response to the generated one or more index search terms,

wherein the result set is based, at least in part, on one or more index search parameters for one or more of the generated one or more index search terms, and

wherein at least one of the one or more index search parameters is determined individually for the first user.

11. The system of claim 10, wherein at least one of the one or more associations is between messages sent or received via two or more different protocols from among the first plurality of protocols.

12. The system of claim 10, wherein at least one of the one or more associations is between messages in two or more different formats from among the first plurality of formats.

13. The system of claim 10, wherein the result set comprises the at least one requested message and one or more messages from the first plurality of messages for which associations have been created to the requested message.

14. The system of claim 10, wherein the instructions to perform a semantic analysis on a first plurality of messages further comprise instructions to identify one or more keywords in one or more of the first plurality of messages.

15. The system of claim 10, wherein the instructions to perform a semantic analysis on a first plurality of messages further comprise instructions to perform a predictive semantic analysis on one or more of the first plurality of messages.

16. The system of claim 10, wherein at least one of the one or more index search parameters is based, at least in part, on historic patterns of communications of the first user.

17. The system of claim 10, wherein the memory stores further instructions to configure the one or more processing units to adjust at least one of the one or more index search parameters at a regular or semi-regular time interval.

18. The system of claim 10, wherein the memory stores further instructions to configure the one or more processing units to adjust at least one of the one or more index search parameters based, at least in part, on contextual knowledge acquired from analyzing communications of the first user.

19. A computer-implemented method, comprising:

obtaining a first plurality of messages for a first user, wherein the first plurality of messages comprises;

one or more messages in each of a first plurality of formats; and

one or more messages sent or received via each of a first plurality of protocols;

creating one or more associations between one or more of the first plurality of messages, wherein creating one or more associations between one or more of the first plurality of messages further comprises;

performing a semantic analysis on the first plurality of messages; and

creating one or more clusters of messages from the first plurality of messages based, at least in part, on the semantic analysis, wherein a cluster of messages comprises two or more messages that are associated together;

receiving a query from the first user requesting at least one message from the first plurality of messages;

generating one or more index search terms based, at least in part, on the received query; and

generating a result set of messages in response to the generated one or more index search terms,

wherein the result set is based, at least in part, on one or more index search parameters for one or more of the generated one or more index search terms, and

wherein at least one of the one or more index search parameters is determined individually for the first user.

20. The method of claim 19, wherein at least one of the one or more index search parameters is based, at least in part, on historic patterns of communications of the first user.

21. The method of claim 19, further comprising adjusting at least one of the one or more index search parameters at a regular or semi-regular time interval.

22. The method of claim 19, further comprising adjusting at least one of the one or more index search parameters based, at least in part, on contextual knowledge acquired from analyzing communications of the first user.