Observation platform for using structured communications

• US 9,971,983 B2
• Filed: 07/12/2016
• Issued: 05/15/2018
• 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., Kittler, Andrew W.
• Primary Examiner(s): DOAN, PHUOC HUU
• Application Number:
  US15/208,275
• Publication Number:
  US 20160321595A1
• Time in Patent Office: 672 Days
• Field of Search: 455412, 455 1, 4554563, 455457, 4554566, 3482071, 701208, 701532
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 17/22 Interactive procedures; Man-machine interfaces
• CPC Class Codes: H04B 7/14 Relay systems
• CPC Class Codes: H04L 67/561 Adding application-functional data or data for application control, e.g. adding metadata
• CPC Class Codes: H04L 67/63 Routing a service request depending on the request content or context
• CPC Class Codes: H04M 3/02 Calling substations, e.g. by ringing selective calling H04Q
• CPC Class Codes: H04W 4/021 Services related to particular areas, e.g. point of interest [POI] services, venue services or geofences
• CPC Class Codes: H04W 4/029 Location-based management or tracking services
• CPC Class Codes: H04W 4/08 User group management
• CPC Class Codes: H04W 4/20 Services signaling; Auxiliary data signalling, i.e. transmitting data via a non-traffic channel
• CPC Class Codes: H04W 4/33 for indoor environments, e.g. buildings

Abstract

In a method of observing users of communication devices, a central computer system recognizes a first user associated with a first communication device and a second user associated with a second communication device. The central computer system observes a communication between the first communication device and the second communication device, wherein at least a portion of the communication is an audible communication. The central computer system relays the communication between the first communication device and the second communication device. The central computer system identifies features of the communication and makes the features available for decision making purposes.

Claims

1. A method of observing users of communication devices, comprising:

recognizing, by a central computer system, a first user associated with a first communication device and a second user associated with a second communication device;

observing, by said central computer system, a communication between said first communication device and said second communication device, wherein at least a portion of said communication is an audible communication;

relaying, by said central computer system, said communication between said first communication device and said second communication device;

identifying, by said central computer system, features of said communication, said features including a performance metric for at least one of said first user and said second user; and

making, by said central computer system, said features available to one of a person and another computer system for decision making purposes.

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

3. The method as recited in claim 1 wherein said features include at least one additional feature selected from the group of features consisting of:

availability of one of said first user and said second user, current location of one of said first user and said second user, prior location of one of said first user and said second user, communication history of one of said first user and said second user, context of said communication, additional performance metrics related to one of said first user and said second user, a classification of one of said first user and said second user, and a classification of said communication.

4. The method as recited in claim 1 wherein said first user and said second user are selected from the group of users consisting of:

an employee, a manager, and a customer.

5. The method as recited in claim 1 wherein said first user and said second user are selected from the group of users consisting of:

a manager and at least one non-manager.

6. The method as recited in claim 1 wherein said recognizing said first user and said second user is based on a unique signature associated with transmissions of said first communication device and said second communication device.

7. The method as recited in claim 1 wherein said recognizing said first user and said second user comprises said first user and said second user identifying themselves to said central computer system.

8. A non-transitory computer-usable storage medium having instructions embodied therein that when executed cause a computer system to perform a method of observing users of communication devices, said method comprising:

receiving, by a central computer system, a communication from a first communication device to a second communication device;

relaying, by said central computer system, said communication to said second communication device;

observing, by said central computer system, said communication, wherein at least a portion of said communication is an audible communication;

recognizing, by said central computer system, a first user associated with said first communication device and a second user associated with said second communication device;

identifying, by said central computer system, features of said communication, said features including a performance metric for at least one of said first user and said second user; and

making, by said computer system, said features available to one of a person and another computer system for decision making purposes.

9. The non-transitory computer-usable storage medium as recited in claim 8 wherein a first characteristic of said communication corresponds to an audible source and a second characteristic of said communication corresponds to information indicative of a geographic position of said first communication device.

10. The non-transitory computer-usable storage medium as recited in claim 8 wherein said features include at least one additional feature selected from the group of features consisting of:

availability of one of said first user and said second user, current location of one of said first user and said second user, prior location of one of said first user and said second user, communication history of one of said first user and said second user, context of said communication, additional performance metrics related to one of said first user and said second user, a classification of one of said first user and said second user, and a classification of said communication.

11. The non-transitory computer-usable storage medium as recited in claim 8 wherein said first user and said second user are selected from the group of users consisting of:

an employee, a manager, and a customer.

12. The non-transitory computer-usable storage medium as recited in claim 8 wherein said first user and said second user are selected from the group of users consisting of:

a manager and at least one non-manager.

13. The non-transitory computer-usable storage medium as recited in claim 8 wherein said recognizing said first user and said second user is based on a unique signature associated with transmissions of said first communication device and said second communication device.

14. The non-transitory computer-usable storage medium as recited in claim 8 wherein said recognizing said first user and said second user comprises said first user and said second user identifying themselves to said central computer system.

15. A structured communications platform, said platform comprising:

a first communication device configured to send a signal, wherein a first characteristic of said signal corresponds to an audible source;

a second communication device configured to receive said signal; and

a central computer system associated with said second communication device, said central computer system configured to;

recognize a first user associated with said first communication device;

derive context information from said signal;

observe said signal between said first communication device and said second communication device at said central computer system, wherein at least a portion of said signal is an audible communication;

identify features of said signal, at said central computer system, said features including a performance metric for at least said first user; and

make said features available to one of a person and another computer system for decision making purposes.

16. The platform as recited in claim 15 wherein said signal is first received by said central computer system and then relayed to said second communication device based on context information derived from said signal.

17. The platform as recited in claim 15 wherein said recognizing of said first user is based on a unique signature associated with transmissions of said first communication device and said second communication device.

18. The platform as recited in claim 15 wherein said recognizing of said first user comprises said first user identifying themselves to said central computer system.

19. The platform as recited in claim 15 wherein said features are selected from the group of features consisting of:

availability of said first user, current location of said first user, prior location of said first user, communication history of said first user, context of said communication, additional performance metrics related to said first user, a classification of said first user, and a classification of said communication.