Designs, interfaces, and policies for systems that enhance communication and minimize disruption by encoding preferences and situations

• US 20050084082A1
• Filed: 06/30/2004
• Published: 04/21/2005
• Est. Priority Date: 10/15/2003
• Status: Abandoned Application

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Microsoft Corporation
• Inventors: Horvitz, Eric J., Subramani, Murugesan S., Apacible, Johnson T., Koch, Paul B.
• Application Number:
  US10/881,061
• Publication Number:
  US 20050084082A1
• Time in Patent Office: Days
• US Class Current: 379/114.60
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 2203/2072 Schedules, e.g. personal calendars
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42093 Notifying the calling party of information on the called or connected party
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/4211 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/436 Arrangements for screening incoming calls , i.e. evaluating the characteristics of a call before deciding whether to answer it based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; diversion H04M3/54

Abstract

The present invention relates to utilizing identity and context-sensitive decision-making for handling communications, including, channel selection, routing, and rescheduling operations. The systems and methods provide a service that allows users to assess preferences regarding real-time call handling and performs dynamic decision-making about the best timing and channel for interpersonal communication. This service can be based on various cost-benefit analyses (e.g., basic and extended) that consider cost of interruption and preferences of contactors and contactees to guide communications, and/or on decision-making under uncertainty. Statistical models that are learned from data are joined with user preferences to generate expected costs of interruption for office activity and over time, based on a user'"'"'s activities, locations, calendar information and preference assessments. In addition, statistical forecasting provides presence and availability predictions. The foregoing can provide an enhanced interpersonal communication system that can maximize the value and minimize the cost of communication among people.

Claims

1. A system that facilitates information exchange between a contactor and a contactee, comprising:

an input component that receives a communication transmitted from the contactor to the contactee; and

a communication service that routes the communication based on a cost associated with interrupting the contactee and at least one contactee preference.

2. The system of claim 1, the communication service further utilizes one or more of a cost of deferring the communication and a benefit of receiving the communication.

3. The system of claim 1, the contactee preference comprises one or more of a policy;

a rule;

a priority, a privilege;

a right;

a property;

a configuration; and

a user self-assessment regarding their interruptability.

4. The system of claim 1, the cost of interrupting the contactee is provided as a function of time that indicates a cost associated with receiving the communication at any given time.

5. The system of claim 1, the cost of interrupting the contactee is compared with a priority assigned to the contactor to determine whether the cost is greater than, equal to or less than the priority.

6. The system of claim 5, the result of the comparison is utilized to route the communication to the contactee in real-time;

route the communication to the contactee in a delayed manner;

reschedule the communication;

redirect the communication;

discard the communication; and

/or route the communication to at least a second contactee.

7. The system of claim 6, the communication is routed to a communication device based on one of the following:

a device indicated by the contactor;

a identity of the contactor;

an identity of the contactee;

a characteristic of the communication, a preferred communication modality;

a device availability;

a schedule;

the cost of interrupting the contactee, the contactee preference, and a contactee benefit of receiving the communication

8. The system of claim 1, further comprising an intelligent component that facilitates communication routing.

9. The system of claim 8, the intelligent component generates an expected cost of interruptability via at least one of real-time monitoring, historical information, acoustical information, and visual information.

10. The system of claim 9, the intelligent component utilizes at least one of a Bayesian model and machine learning to generate the cost of interruptability.

11. The system of claim 8, the intelligent component generates inferences about present and/or future interruptability, the inferences are utilized to facilitate routing the communication.

12. The system of claim 8, the intelligent component generates predictions about interruptability, the predictions are utilized to facilitate routing the communication.

13. The system of claim 1 is employed in connection with a private telephone switchboard.

14. The system of claim 1, the communication includes information indicative of at least one of its content;

the contactor;

the contactee;

an ability to be delayed;

a time of day, a day of week, and an importance level, the information is utilized to facilitate routing the communication.

15. The system of claim 1, further comprising a configuration component that facilitates system setup through a set of interactive components.

16. The system of claim 1, the interactive components are graphical user interfaces including at least one of the following:

a handling agent;

a cost-benefit graph;

a time palette;

a context-assessment tool;

a summary list;

a rescheduling tool;

an indicator display;

an influence diagram;

a group manager;

a control panel, a probability distribution diagram;

a forecast diagram;

a presence palette;

an event palette;

a variable and value list;

an interruption bench;

a white board; and

a decision model.

38. A computer readable medium having stored thereon the computer executable components of claim 1.

39. A data packet transmitted between the computer executable components of claim 1.

17. A system that handles communication between parties, comprising:

a system manager that is coupled to a communication exchange service; and

a communication mediator that interacts with the system manager and a plurality of state machines in order to automatically handle incoming signals to the communication exchange service by routing the signals to respective state machines based on a cost of interrupting the recipient and a preference.

18. The system of claim 17, the signal is routed to a device associated with the recipient, rescheduled for a subsequent retry or discarded.

19. The system of claim 18, the signal is routed, rescheduled or discarded based on at least one of a calendar, a schedule, an email, and a situation.

20. The system of claim 17, the preference is a recipient preference that indicates at least one of the following preferences:

forward calls to my mobile phone;

forward calls directly to voicemail when my messaging service is set to busy;

forward calls directly to voicemail when my messaging service is set to away;

forward calls directly to voicemail when my main office system is locked; and

forward calls directly to voicemail when my screen saver is running.

21. The system of claim 17, the communication mediator utilizes a qualitative cost-benefit approach that is centered on an assessment of policies about communication priority and cost of interruption.

22. The system of claim 17, the preference facilitates discriminating between a low and a high cost of interruption.

23. The system of claim 17, the preference includes information indicative of include a number of attendees at a meeting;

a meeting location;

a relationship between an organizer and a user; and

a duration of a meeting.

24. The system of claim 17, the cost of interruption is based at least in part on one or more of whether a conversation is detected;

a user is currently interacting with a computer;

the user is typing, a software application is active and in focus;

that user is engaged in a pattern of software application usage, an explicit setting of a flag on an instant messaging communication system, the user is speaking;

the user is writing;

the user is sitting;

the user is interacting with a keyboard;

the user is interacting with a phone, the user is present;

the user is busy;

the user'"'"'s employment position; and

a configuration of people.

25. The system of claim 17, further comprising a component that maintains contextual information.

26. The system of claim 25, the contextual information comprises at least one of whether the contactee is currently on a telephone, current meeting status of the contactee, a schedule of the contactee, and key events sensed about the contactee'"'"'s activity on a registered client device.

27. The system of claim 17, the cost of interruption is indicated as a monetary value.

28. The system of claim 17, further comprising an intelligent component that generates an expected cost of interruption based on a Bayesian model, the expected cost of interruption is utilized to facilitate handling incoming signals.

29. The system of claim 28, the Bayesian model is an inferred probability distribution over a state of interruptability of the contactee from sensed data.

30. An architecture for constructing an interpersonal communication service, comprising:

a communication manager that receives schema related to a communication between parties, the schema includes data related to at least one of a contactor, a contactee, and a context of the communication, the communications manager determines an optimal manner to facilitate the communication based on the schema.

31. The architecture of claim 30, the schema is indicative of an identity, an initial modality, a preferred communication modality, a device availability, a schedule, a preferred communication channel, a proximal schedule, and task information reflecting the goal of a communication.

32. The architecture of claim 30, employed to render a decision as to whether to establish a real-time communication between a contactor and a contactee based on an initial modality indicated in the schema, to shift a modality, to reject the communication, to redirect a caller to email, to redirect a caller to voicemail, or reschedule the communication for another time.

33. The architecture of claim 30, further comprising employing a connection manager that switches the communication in connection with a telephone company switch, a local private branch exchange (PBX) within an enterprise or a Centrex.

34. A user interface that facilitates communications comprising:

a first display component that allows a user to generate groups of users,

a second display component that forms relationships amongst the groups, and associate activities in an interpersonal communication service.

35. The user interface of claim 34 further comprising a third display component that provides for a user to assign at least one of privileges and properties to respective groups.

36. The user interface of claim 34 further comprising a cost-benefit display component that allows a user to assign a breakthrough value to allow a contactor to breakthrough with a communication to a recipient in real-time.

37. A method that facilitates interpersonal communication, comprising:

receiving information associated with an intended communication between a contactor and contactee;

forecasting availability of the contactee;

inferring how utility of scheduling the communication varies over time; and

scheduling the communication based in part on the inference.

40. A system that facilitates communication, comprising:

means for receiving a communication from a contactor; and

means for determining routing characteristics for the communication; and

means for handling the communication.

41. A system that enhances interpersonal communication, comprising:

a component that receives a communication from a caller; and

an interpersonal communication service that routes the communication based at least on a cost of interruption.

42. The system of claim 41, the interpersonal communication service utilizes encoding preferences regarding which callers to reschedule versus put through to a call recipient based on the cost of interruption and a cost of deferring the communication.

43. The system of claim 42, the encoding preferences further consider whether there is a mutually available time slot for rescheduling the communication within a defined time horizon.

44. The system of claim 43, the encoding preferences further consider whether there is a mutually available time slot by comparing calendars while the communication is being established.

45. The system of claim 41, the interpersonal communication service by passes rescheduling the communication during the initiation of the communication if there will not be time for a rescheduled communication based on a real-time analysis of calendars and consideration about preferences related to an allowed time horizon until communication occurs.

46. The system of claim 41, the interpersonal communication system utilizes an automated rescheduling operation that pushes the timing out until a call recipient has enough time to be alerted about a rescheduled communication.

47. The system of claim 46, the interpersonal communication system employs a policy on a minimal time from now to reschedule the communication as specified by the call recipient in a profile on rescheduling.

48. The system of claim 47, the time is a function of the call recipient'"'"'s sensed or know current location and activity.

49. The system of claim 46, the deferral of the alert is achieved by allowing the communication recipient to specify a probability that they will be informed about the rescheduled communication before the call via probabilistic inference.

50. The system of claim 41, further comprising a tool that summarizes a current policy.

51. The system of claim 50, the policy defines what will happen presently.

52. The system of claim 50, the tool further summarizes all policies.

53. The system of claim 50, the tool summarizes entry points into making changes.

54. The system of claim 41, further comprising a component that reveals to users an assumption about their own current busy-ness and why.

55. The system of claim 41, further comprising a component that conveys a summary associated with handling the communication.

56. The system of claim 55, the summary component further conveys a policy and rationale associated with handling the communication.

57. The system of claim 55, the summary component further conveys the summary, policy and rationale to a call recipient'"'"'s email.

58. The system of claim 41, further comprising a user interface that enables a user to define different levels of interruptability.

59. The system of claim 58, the user interface allows the user to build Boolean combinations of meeting properties, desktop activity, and sensed events.

60. The system of claim 59, the sensed event is a conversation detection and visual pose detection.

61. The system of claim 41, further comprising a time palette that defines default interruptabilities that work along with Boolean combinations of sensed features to provide a level of interruptability, making one a default background and the other a foreground that dominates the default background when it is actively matching on a Boolean.

62. The system of claim 58, the user interface allows the user to define meta-rules about the combination of background time-based interruptability and activity-based interruptability.

63. The system of claim 41, further comprising a component that facilitates user inheritance from an associated group with the highest call priority.

64. The system of claim 41, the interpersonal communication service utilizes dynamic groups for assigning users call priorities, based on at least one of a calendar, activities, and communications.

65. The system of claim 41, the interpersonal communication service utilizes caller privileges granted by a call recipient to allow the caller to break through even when the recipient is busy.

66. The system of claim 65, the privileges further specify that the caller and call recipient receive a notification indicating the breakthrough occurred.

67. The system of claim 65, the privileges further specify a means of reimbursement for the breakthrough.

68. The system of claim 67, the means of reimbursement includes at least one of a real-time agreement and a longer-term policy.

69. The system of claim 67, the means of reimbursement includes a fee.

70. The system of claim 67, the means of reimbursement include a “

breakthrough when busy”

currency that is utilized by recipients when they desire to contact the caller.

71. The system of claim 70, the currency is a token.

72. The system of claim 71, the token is exchanged for money or utilized to breakthrough to the caller.