Identifying end users in need of technical assistance

• US 9,866,504 B2
• Filed: 04/20/2015
• Issued: 01/09/2018
• Est. Priority Date: 04/20/2015
• Status: Active Grant

• Current Assignee: DoorDash, Inc.
• Original Assignee: International Business Machines Corporation
• Inventors: Emejulu, Nnaemeka I., Liu, Ye, Maldari, Mario A.
• Primary Examiner(s): Lazaro, David
• Assistant Examiner(s): Ye, Zi
• Application Number:
  US14/690,574
• Publication Number:
  US 20160308750A1
• Time in Patent Office: 995 Days
• Field of Search: 709206, 715772
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: H04L 12/1827 Network arrangements for conference optimisation or adaptation
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 65/403 Arrangements for multi-party communication, e.g. for conferences data switching systems for conference H04L12/18; arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities H04M3/56; television conferencing systems H04N7/15

Abstract

A method for identifying at least one participant involved in an electronic communication who is in need of technical assistance is provided. The method may include monitoring the electronic communication according to a plurality of predetermined conditions. The method may also include determining if the plurality of predetermined conditions is satisfied. The method may further include identifying the at least one participant who is in need of technical assistance based on the plurality of predetermined conditions being satisfied. The method may also include flagging the identified at least one participant for at least one follow-up action.

Claims

1. A method for identifying at least one participant involved in an electronic communication who is in need of technical assistance, the method comprising:

monitoring the electronic communication according to a plurality of predetermined conditions;

determining if the plurality of predetermined conditions is satisfied, wherein the plurality of predetermined conditions include identifying a participant who is speaking the most, identifying a participant who is speaking the least, and identifying an intonation of voice of a participant to determine if a question is being asked;

determining if the identified intonation of voice is associated with the identified participant who is speaking the most or the identified participant who is speaking the least;

in response to determining the identified intonation of voice is associated with the identified participant who is speaking the most, identifying the at least one participant who is in need of technical assistance;

in response to determining the identified intonation of voice is associated with the identified participant who is speaking the least and determining that a cultural sensitivity is not present, identifying the at least one participant who is in need of technical assistance;

flagging the identified at least one participant for at least one follow-up action;

simultaneously searching an online personnel directory and an online database of subject matter expert (SME) roles and names;

matching a topic associated with the electronic communication with at least one searched SME role;

in response to matching the topic associated with the electronic communication to the at least one searched SME role, identifying a name associated with the matched SME role and identifying a title associated with the identified name, wherein the identified name is stored in the searched online database and the identified title is stored in the searched online personnel directory; and

automatically generating an email from the identified name to the identified at least one participant, wherein the automatically generated email proactively assists the identified at least one participant by automatically initiating a follow-up discussion associated with the monitored electronic communication.

2. The method of claim 1, further comprising:

identifying at least one subject matter expert (SME); and

performing at least one action to facilitate the at least one follow-up with the identified participant, wherein the facilitated follow-up is between the identified at least one participant and the identified at least one SME.

3. The method of claim 1, wherein the SME is selected based on a subject matter associated with the electronic communication.

4. The method of claim 1, wherein the at least one performed action to facilitate the at least one follow-up between the identified at least one participant and the identified at least one SME includes at least one of an auto generated email that opens up a discussion for the follow-up;

a text message;

an instant message;

or a manual communication that is initiated by the identified at least one SME.

5. The method of claim 1, wherein the electronic communication is associated with an electronic communication system and comprises at least one of a telephonic conference call or a telephonic conversation;

a video conference call or a video conversation;

an audio conference call or an audio conversation; and

a conversation or a correspondence associated with an online communication.

6. The method of claim 5, wherein the online communication comprises a communication associated with at least one of an instant messaging (IM) service, a short message service (SMS), a blog, a web site, a community, a news feed, an email application, a forum, and a wiki.

7. The method of claim 1, wherein the plurality of predetermined conditions is customizable and is either user-determined or pre-programmed.

8. A computer system for identifying at least one participant involved in an electronic communication who is in need of technical assistance, the computer system comprising:

one or more processors, one or more computer-readable memories, one or more computer-readable tangible storage devices, and program instructions stored on at least one of the one or more storage devices for execution by at least one of the one or more processors via at least one of the one or more memories, wherein the computer system is capable of performing a method comprising;

monitoring the electronic communication according to a plurality of predetermined conditions;

determining if the plurality of predetermined conditions is satisfied, wherein the plurality of predetermined conditions include identifying a participant who is speaking the most, identifying a participant who is speaking the least, and identifying an intonation of voice of a participant to determine if a question is being asked;

determining if the identified intonation of voice is associated with the identified participant who is speaking the most or the identified participant who is speaking the least;

in response to determining the identified intonation of voice is associated with the identified participant who is speaking the most, identifying the at least one participant who is in need of technical assistance; and

in response to determining the identified intonation of voice is associated with the identified participant who is speaking the least and determining that a cultural sensitivity is not present, identifying the at least one participant who is in need of technical assistance;

flagging the identified at least one participant for at least one follow-up action;

simultaneously searching an online personnel directory and an online database of subject matter expert (SME) roles and names;

matching a topic associated with the electronic communication with at least one searched SME role;

in response to matching the topic associated with the electronic communication to the at least one searched SME role, identifying a name associated with the matched SME role and identifying a title associated with the identified name, wherein the identified name is stored in the searched online database and the identified title is stored in the searched online personnel directory; and

automatically generating an email from the identified name to the identified at least one participant, wherein the automatically generated email proactively assists the identified at least one participant by automatically initiating a follow-up discussion associated with the monitored electronic communication.

9. The computer system of claim 8, further comprising:

identifying at least one subject matter expert (SME); and

performing at least one action to facilitate the at least one follow-up with the identified participant, wherein the facilitated follow-up is between the identified at least one participant and the identified at least one SME.

10. The computer system of claim 8, wherein the SME is selected based on a subject matter associated with the electronic communication.

11. The computer system of claim 8, wherein the at least one performed action to facilitate the at least one follow-up between the identified at least one participant and the identified at least one SME includes at least one of an auto generated email that opens up a discussion for the follow-up;

a text message;

an instant message;

or a manual communication that is initiated by the identified at least one SME.

12. The computer system of claim 8, wherein the electronic communication is associated with an electronic communication system and comprises at least one of a telephonic conference call or a telephonic conversation;

a video conference call or a video conversation;

an audio conference call or an audio conversation; and

a conversation or a correspondence associated with an online communication.

13. The computer system of claim 12, wherein the online communication comprises a communication associated with at least one of an instant messaging (IM) service, a short message service (SMS), a blog, a web site, a community, a news feed, an email application, a forum, and a wiki.

14. The computer system of claim 8, wherein the plurality of predetermined conditions is customizable and is either user-determined or pre-programmed.

15. A computer program product for identifying at least one participant involved in an electronic communication who is in need of technical assistance, the computer program product comprising:

one or more computer-readable storage devices and program instructions stored on at least one of the one or more tangible storage devices, the program instructions executable by a processor, the program instructions comprising;

program instructions to monitor the electronic communication according to a plurality of predetermined conditions;

program instructions to determine if the plurality of predetermined conditions is satisfied, wherein the plurality of predetermined conditions include identifying a participant who is speaking the most, identifying a participant who is speaking the least, and identifying an intonation of voice of a participant to determine if a question is being asked;

program instructions to determine if the identified intonation of voice is associated with the identified participant who is speaking the most or the identified participant who is speaking the least;

in response to determining the identified intonation of voice is associated with the identified participant who is speaking the most, program instructions to identify the at least one participant who is in need of technical assistance;

in response to determining the identified intonation of voice is associated with the identified participant who is speaking the least and determining that a cultural sensitivity is not present, program instructions to identify the at least one participant who is in need of technical assistance;

program instructions to flag the identified at least one participant for at least one follow-up action;

program instructions to simultaneously search an online personnel directory and an online database of subject matter expert (SME) roles and names;

program instructions to match a topic associated with the electronic communication with at least one searched SME role;

in response to matching the topic associated with the electronic communication to the at least one searched SME role, program instructions to identify a name associated with the matched SME role and identifying a title associated with the identified name, wherein the identified name is stored in the searched online database and the identified title is stored in the searched online personnel directory; and

program instructions to automatically generate an email from the identified name to the identified at least one participant, wherein the automatically generated email proactively assists the identified at least one participant by automatically initiating a follow-up discussion associated with the monitored electronic communication.

16. The computer program product of claim 15, further comprising:

program instructions to identify at least one subject matter expert (SME); and

program instructions to perform at least one action to facilitate the at least one follow-up with the identified participant, wherein the facilitated follow-up is between the identified at least one participant and the identified at least one SME.

17. The computer program product of claim 15, wherein the SME is selected based on a subject matter associated with the electronic communication.

18. The computer program product of claim 15, wherein the at least one performed action to facilitate the at least one follow-up between the identified at least one participant and the identified at least one SME includes at least one of an auto generated email that opens up a discussion for the follow-up;

a text message;

an instant message;

or a manual communication that is initiated by the identified at least one SME.