State-based electronic message management systems and controllers

• US 10,492,039 B1
• Filed: 02/08/2019
• Issued: 11/26/2019
• Est. Priority Date: 06/29/2018
• Status: Active Grant

• Current Assignee: The Travelers Indemnity Company (The Travelers Cos., Inc.)
• Original Assignee: The Travelers Indemnity Company (The Travelers Cos., Inc.)
• Inventors: Scanlon, Ryan M., Roy, Douglas L., Mueller, Flinn
• Primary Examiner(s): Cumming, William D
• Application Number:
  US16/271,405
• Time in Patent Office: 291 Days
• Field of Search: 455466
• CPC Class Codes: H04L 51/046 Interoperability with other network applications or services
• CPC Class Codes: H04L 51/10 Multimedia information
• CPC Class Codes: H04L 51/216 Handling conversation history, e.g. grouping of messages in sessions or threads
• CPC Class Codes: H04L 51/222 using geographical location information, e.g. messages transmitted or received in proximity of a certain spot or area
• CPC Class Codes: H04L 51/58 Message adaptation for wireless communication
• CPC Class Codes: H04L 67/53 using third party service providers
• CPC Class Codes: H04W 4/025 using location based information parameters
• CPC Class Codes: H04W 4/14 Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD]
• CPC Class Codes: H04W 4/90 Services for handling of emergency or hazardous situations, e.g. earthquake and tsunami warning systems [ETWS]

Abstract

Systems, apparatus, methods, and articles of manufacture provide for receiving a text message from a user; identifying, based on (i) the text message and (ii) at least one intent rule, a message intent associated with the text message; identifying a current state of the conversation based on at least one conversation state rule and at least one of the following: (i) the message intent, (ii) the text message, and (iii) an outgoing message; and outputting the outgoing message to the user.

Claims

1. A message processing system comprising:

a processing device;

an electronic communications network transceiver device in communication with the processing device; and

a computer-readable memory device in communication with the processing device, the computer-readable memory device storing instructions wherein the instructions, when executed by the processing device, direct the processing device to;

receive, from a remote user device associated with a user, a text message;

identify, based on (i) the text message and (ii) at least one intent rule, a message intent associated with the text message;

generate, based on (i) the text message and (ii) at least one conversation rule, an outgoing message to transmit to the remote user device;

associate the text message and the outgoing message with a conversation identifier that identifies a conversation;

identify a current state of the conversation based on at least one conversation state rule and at least one of the following;

(i) the text message, (ii) the message intent, and (iii) the outgoing message;

output, via the electronic communications network transceiver device, the outgoing message to the remote user device; and

store an indication of the current state in association with the conversation.

2. The message processing system of claim 1, wherein the instructions, when executed by the processing device, further direct the processing device to perform at least one of the following:

receive data indicative of the at least one intent rule for recognizing a message intent;

receive data indicative of the at least one conversation rule for generating an outgoing message; and

receive data indicative of the at least one conversation state rule for identifying a conversation state.

3. The message processing system of claim 2, wherein the instructions, when executed by the processing device, further direct the processing device to:

store, into an intent rules database, the data indicative of the at least one intent rule;

store, into a conversation rules database, the data indicative of the at least one conversation rule; and

store, into a conversation state rules database, the data indicative of the at least one conversation state rule.

4. The message processing system of claim 2, wherein the instructions comprise a conversation state analysis module, and wherein receiving data indicative of the at least one conversation state rule is performed by executing the conversation state analysis module.

5. The message processing system of claim 1, wherein the instructions, when executed by the processing device, further direct the processing device to:

identify, based on the current state of the conversation, a processing service to initiate; and

transmit, to a second processing device associated with the processing service, a signal to initiate the processing service in association with the user.

6. The message processing system of claim 5, wherein transmitting the signal to initiate the processing service comprises transmitting a request signal to an emergency service.

7. The message processing system of claim 5, wherein transmitting the signal to initiate the processing service comprises transmitting a request signal to a roadside assistance service.

8. The message processing system of claim 1, wherein the text message comprises an electronic message in short messaging service (SMS) format.

9. The message processing system of claim 1, wherein the text message comprises an electronic message in multimedia messaging service (MMS) format.

10. The message processing system of claim 1, wherein the instructions, when executed by the processing device, further direct the processing device to:

identify, using a natural language process, at least one keyword in the text message, the keyword corresponding to an intent rule of the at least one intent rule.

11. The message processing system of claim 1, wherein the text message comprises an indication of an occurrence of a vehicular accident.

12. The message processing system of claim 1, wherein the identified message intent comprises an indication of a request for assistance in response to a vehicular accident.

13. The message processing system of claim 1, wherein the outgoing message comprises a request for the user to provide an image file.

14. The message processing system of claim 1, wherein the outgoing message comprises an indication of a service provider based on a location of the remote user device.

15. The message processing system of claim 1, wherein the instructions comprise a conversation state analysis module, and wherein identifying the current state of the conversation is performed by executing the conversation state analysis module.

16. A method comprising:

receiving, from a remote user device associated with a user, a text message;

identifying, based on (i) the text message and (ii) at least one intent rule, a message intent associated with the text message;

generating, based on (i) the text message and (ii) at least one conversation rule, an outgoing message to transmit to the remote user device;

associating the text message and the outgoing message with a conversation identifier that identifies a conversation;

identifying, by a conversation state analysis module, a current state of the conversation based on at least one conversation state rule and at least one of the following;

(i) the text message, (ii) the message intent, and (iii) the outgoing message;

outputting, via the electronic communications network transceiver device, the outgoing message to the remote user device; and

storing, by the conversation state analysis module, an indication of the current state in association with the conversation.

17. The method of claim 16, further comprising at least one of the following:

receiving data indicative of the at least one intent rule for recognizing a message intent;

receiving data indicative of the at least one conversation rule for generating an outgoing message; and

receiving data indicative of the at least one conversation state rule for identifying a conversation state.

18. The method of claim 16, further comprising:

identifying, based on the current state of the conversation, a processing service to initiate; and

transmitting, to a second processing device associated with the processing service, a signal to initiate the processing service in association with the user.

19. The method of claim 18, wherein transmitting the signal to initiate the processing service comprises transmitting a request signal to an emergency service.

20. The method of claim 18, wherein transmitting the signal to initiate the processing service comprises transmitting a request signal to a roadside assistance service.

21. The method of claim 16, wherein the text message comprises an electronic message in at least one of the following:

short messaging service (SMS) format, and multimedia message service (MMS) format.

22. The method of claim 16, further comprising:

identifying, using a natural language process, at least one keyword in the text message, the keyword corresponding to an intent rule of the at least one intent rule.

23. The method of claim 16, wherein the text message comprises an indication of an occurrence of a vehicular accident.

24. The method of claim 16, wherein the identified message intent comprises an indication of a request for assistance in response to a vehicular accident.