Method and apparatus for collaborating in a work environment

• US 9,813,496 B2
• Filed: 05/17/2013
• Issued: 11/07/2017
• Est. Priority Date: 05/23/2012
• Status: Active Grant

• Current Assignee: Infosys Limited
• Original Assignee: Infosys Limited
• Inventors: Verma, Udayan, Dehury, Praveen Kumar, Sivasankaran, Vinu, Sreenivasan, Jitin, Natarajan, Prasanna
• Primary Examiner(s): Winder, Patrice
• Assistant Examiner(s): Chouat, Abderrahmen
• Application Number:
  US13/896,468
• Publication Number:
  US 20130325962A1
• Time in Patent Office: 1,635 Days
• Field of Search: 709204
• CPC Class Codes: H04L 12/1822 Conducting the conference, e.g. admission, detection, selection or grouping of participants, correlating users to one or more conference sessions, prioritising transmission
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 51/226 Delivery according to priorities
• CPC Class Codes: H04L 67/1044 Group management mechanisms management of multicast group membership H04L12/185; reconfiguring of node membership in a computing system to eliminate errors G06F11/1425

Abstract

The disclosed embodiments relate to a method, apparatus, and computer-readable medium for improving collaborative communications that can be implemented using either centralized or decentralized modes, or combinations thereof. An exemplary method comprises receiving information corresponding to a user of a collaboration platform, the collaboration platform being associated with a plurality of collaboration channels; determining at least one of the collaboration channels to be most relevant for the user based on the received information; and routing the user to the at least one collaboration channel determined to be the most relevant for the user. The disclosed embodiment further utilizes discussions as a way of communicating to solve problems and incidents.

Claims

1. A computer-implemented method executed by one or more computing devices of a centralized server computer for improving collaborative communication, the method comprising:

receiving, by at least one of the one or more computing devices, information corresponding to a user of a collaboration platform, the collaboration platform being associated with a plurality of collaboration channels, wherein the plurality of collaboration channels include a support channel anchored by the server computer, an alert channel anchored by the server computer, and a knowledge channel initially anchored by the server computer;

in response to the server computer experiencing high load, migrating the knowledge channel to be anchored by the client device;

determining, by at least one of the one or more computing devices, that the information corresponding to the user includes a query from the user and at least one of the collaboration channels is most relevant for the user based on the content of the received information;

routing, by at least one of the one or more computing devices, the query from the user to the at least one collaboration channel determined to be the most relevant for the user;

determining by a support user that a discussion is to be bound by a Service Level Agreement (SLA) and setting the SLA; and

catching an alert from a web service and raising an alert on the alert channel based on the caught alert from the web service.

2. The method of claim 1, wherein the information corresponding to the user includes user profile information.

3. The method of claim 1, wherein anchoring a particular collaboration channel comprises hosting the particular collaboration channel and updating discussions of the particular collaboration channel to a centralized database.

4. The method of claim 1, further comprising executing a predefined script in response to detecting the raised alert on the alert channel.

5. The method of claim 1, wherein the knowledge channel is a restricted channel having access restricted to members with access permission, and the support channel is an open channel having no restricted access.

6. An apparatus for improving collaborative communication using a collaboration platform having a mixed-mode architecture, the apparatus comprising:

a centralized server computer comprising one or more processors, the centralized server computer in communication with a client device of the collaboration platform; and

one or more memories operatively coupled to at least one of the one or more processors and storing instructions that, when executed by at least one of the one or more processors, cause at least one of the one or more processors to;

receive information corresponding to a user of a collaboration platform, the collaboration platform being associated with a plurality of collaboration channels, wherein the plurality of collaboration channels include a support channel anchored by the centralized server computer, an alert channel anchored by the centralized server computer, and a knowledge channel initially anchored by the centralized server computer;

in response to the centralized server computer experiencing high load, migrating the knowledge channel to be anchored by the client device;

determine that the information corresponding to the user includes a query from the user and at least one of the collaboration channels is most relevant for the user based on the content of the received information;

route the query from the user to the at least one collaboration channel determined to be the most relevant for the user;

receive an indication that a discussion of the support channel is bound by a Service Level Agreement (SLA) and bind the discussion to the SLA;

catch an alert from a web service and raise an alert on the alert channel based on the caught alert from the web service.

7. The apparatus of claim 6, wherein the information corresponding to the user includes user profile information.

8. The apparatus of claim 6, wherein anchoring a particular collaboration channel comprises hosting the particular collaboration channel and updating discussions of the particular collaboration channel to a centralized database.

9. The apparatus of claim 6, wherein the one or more memories further comprise instructions that, when executed by at least one of the one or more processors, cause at least one of the one or more processors to execute a predefined script in response to detecting the raised alert on the alert channel.

10. The apparatus of claim 6, wherein the knowledge channel is a restricted channel having access restricted to members with access permission, and the support channel is an open channel having no restricted access.

11. At least one non-transitory computer-readable medium storing computer-readable instructions that, when executed by a centralized server computer, improve collaborative communication, the instructions causing the centralized server computer to:

receive information corresponding to a user of a collaboration platform, the collaboration platform being associated with a plurality of collaboration channels, wherein the plurality of collaboration channels include a support channel anchored by the server computer, an alert channel anchored by the server computer, and a knowledge channel initially anchored by the server computer;

in response to the server computer experiencing high load, migrating the knowledge channel to be anchored by a client device in communication with the server computer;

determine that the information corresponding to the user includes a query from the user and at least one of the collaboration channels is most relevant for the user based on the content of the received information;

route the query from the user to the at least one collaboration channel determined to be the most relevant for the user;

receive an indication that a discussion of the support channel is bound by a Service Level Agreement (SLA) and bind the discussion to the SLA;

catch an alert from a web service and raise an alert on the alert channel based on the caught alert from the web service.

12. The at least one non-transitory computer-readable medium of claim 11, wherein the information corresponding to the user includes user profile information.

13. The at least one non-transitory computer-readable medium of claim 11, wherein anchoring a particular collaboration channel comprises hosting the particular collaboration channel and updating discussions of the particular collaboration channel to a centralized database.

14. The at least one non-transitory computer-readable medium of claim 11, wherein the knowledge channel is a restricted channel having access restricted to members with access permission, and the support channel is an open channel having no restricted access.