Anti-trending

• US 9,542,455 B2
• Filed: 12/11/2013
• Issued: 01/10/2017
• Est. Priority Date: 12/11/2013
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Skiba, David, Erhart, George, Becker, Lee, Matula, Valentine C.
• Primary Examiner(s): MOSER, BRUCE M
• Application Number:
  US14/103,003
• Publication Number:
  US 20150161216A1
• Time in Patent Office: 1,126 Days
• US Class Current: 1/1
• CPC Class Codes: G06F 16/2465 Query processing support for facilitating data mining operations in structured databases
• CPC Class Codes: G06F 16/285 Clustering or classification
• CPC Class Codes: G06F 16/35 Clustering; Classification
• CPC Class Codes: G06F 16/353 into predefined classes
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 50/01 Social networking
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 51/52 for supporting social networking services

Abstract

An automated system for message analysis whereby messages within a given category may be identified and processed as a category connote. While a domain of messages may be monitored and processed in the due course of business, connote message are different. For example, a number of messages may fall into a domain of “poor airline food.” Such messages may be processed in the due course of business. However, a message with a different aspect, such as, “I found glass in my food,” may be initially identified as begin within the domain of “poor airline food,” and processed further to distinguish the message as being a connote with regard to the “poor airline food” category and warranting special handling.

Claims

1. A method, comprising:

accessing, by a processor, a message having a number of message elements;

identifying, by the processor, a category determinate message element, for a category, from the message elements;

categorizing, by the processor, the message in accord with the category determinate message element;

excluding, by the processor, the category determinate message element from the message elements;

after the category determinate message element has been excluded, analyzing, by the processor, at least one remaining message element to determine whether the message is a connote having a primary meaning within the category and a secondary meaning outside of the category; and

routing the message, by the processor, to a first agent selected according to connote routing rules, upon determining the message is a connote, and routing the message to a second agent selected according to non-connote routing rules different from the connote routing rules, upon determining the message is not a connote.

2. The method of claim 1, wherein at least one of the message elements is a message metadata.

3. The method of claim 1, further comprising, excluding, by the processor, a message element which is a frequently occurring word within a language of the message, from the message elements, prior to analyzing the at least one remaining message element.

4. The method of claim 1, further comprising, excluding, by the processor, frequently occurring words associated with the category, from the message elements, prior to analyzing the at least one remaining message element.

5. The method of claim 1, further comprising, excluding, by the processor, a message element which is a previously identified non-actionable message element for the category, from the message elements, prior to analyzing the at least one remaining message element.

6. The method of claim 1, wherein the message is a text-based message.

7. The method of claim 1, wherein the message is a posting on a social media website.

8. The method of claim 7, wherein at least one of the message elements is a number of endorsements of the message.

9. A system, comprising:

a processor;

a message repository; and

a communication interface; and

wherein the processor;

accesses a message in the message repository having a number of message elements;

identifies a category determinate message element for a category from the message elements;

categorizes the message in accord with the category determinate message element;

excludes the category determinate message element from the message elements;

after the category determinate message element has been excluded, analyzes at least one remaining message element to determine whether the message is a connote having a primary meaning within the category and a secondary meaning outside of the category; and

routing the message, by the processor via the communication interface, to a first agent selected according to connote routing rules, upon determining the message is a connote, and routing the message to a second agent selected according to non-connote routing rules different from the connote routing rules, upon determining the message is not a connote.

10. The system of claim 9, wherein the processor is further configured to access, via the communications interface, a secondary data repository and a number of secondary message elements therein and insert the secondary message elements into the set of message elements prior to the processor analyzing the at least one remaining message element.

11. The system of claim 10, wherein at least one of the number of secondary message elements is a message metadata.

12. The system of claim 9, wherein the processor further excludes a message element which is a frequently occurring word within a language of the message, from the message elements, prior to analyzing the at least one remaining message element.

13. The system claim 9, wherein the processor further excludes frequently occurring words associated with the category, from the message elements, prior to analyzing the at least one remaining message element.

14. The system of claim 9, wherein the processor further excludes a message element which is a previously identified non-actionable message element for the category, from the message elements, prior to analyzing the at least one remaining message element.

15. A system comprising:

means to access, by a processor, a message having a number of message elements;

means to identify a category determinate message element, for a category, from the message elements;

means to categorize the message in accord with the category determinate message element;

means to exclude the category determinate message element from the message elements;

means to analyze, after the category determinate message element has been excluded, at least one remaining message element to determine whether the message is a connote having a primary meaning within the category and a secondary meaning outside of the category; and

means to route the message to a first agent selected according to connote routing rules, upon determining the message is a connote, and routing the message to a second agent selected according to non-connote routing rules different from the connote routing rules, upon determining the message is not a connote.

16. The system of claim 15, wherein at least one of the message elements is a message metadata.

17. The system of claim 15, wherein at least one of the message elements is a number of viewers of the message.

18. The system of claim 15, further comprising, means to determine, by the processor, an environmental context of the message and means to exclude at least one of the message elements associated with the environmental context prior to analyzing the at least one remaining message element.

19. The system of claim 15, further comprising, means to exclude, by the processor, a message element which is a frequently occurring word within a language of the message prior to analyzing the at least one remaining message element.

20. The system of claim 15, further comprising, means to exclude, by the processor, frequently occurring words associated with the category prior to analyzing the at least one remaining message element.