Intelligent communication routing

• US 9,736,308 B1
• Filed: 09/09/2014
• Issued: 08/15/2017
• Est. Priority Date: 03/07/2002
• Status: Expired due to Fees

• Current Assignee: Patent Armory Inc. (Jeffrey M. Gross)
• Original Assignee: Steven Mark Hoffberg, Toby Heller, Wai Wu
• Inventors: Wu, Wai, Heller, Toby, Hoffberg, Steven M.
• Primary Examiner(s): Hong, Harry S
• Application Number:
  US14/481,140
• Time in Patent Office: 1,071 Days
• Field of Search: None
• CPC Class Codes: H04M 2203/405 Competitive bidding for work items
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

A system and method for communicating in a communication network, comprising presenting a communication comprising data over a communications network to a router, said router being adapted to route the communication to one of a plurality of available network destinations; automatically executing a communication targeting algorithm in the router, based at least in part on the data, wherein the communication targeting algorithm operates to contextually jointly analyze a plurality of parameters extracted from the data and a plurality of contextual parameters, to determine an optimum target for the communication, wherein the optimum target varies in dependence on both the data and the context of the communication; and routing the communication in dependence on the algorithm execution.

Claims

1. A method for matching users, comprising:

determining a plurality of prospective communications through a communication network, each prospective communication involving at least two respective users;

maintaining a plurality of user profiles in at least one first memory, each comprising a plurality of user characteristics of the respective users;

determining, by at least one automated processor, an economic variable representing an aggregate value of a plurality of mutually inconsistent candidate sets of communications through the communication network according to the plurality of prospective communications, each candidate set comprising a plurality of concurrent matches each representing a communication link associated with a communication of information through the communication network between the at least two respective users during a time interval and exhausting at least a portion of an available concurrent matching capacity for a respective user involved in the concurrent match, based on at least;

(a) an analysis of the plurality of user characteristics of the respective user profiles for each respective concurrent match retrieved from the at least one first memory, and

(b) a predicted gain resulting from the respective concurrent match;

performing an optimization using the at least one automated processor, comprising automatically selecting an estimated optimum set selected from the plurality of mutually inconsistent candidate sets, by determining a respective candidate set of concurrent matches having a highest net benefit, based on at least the economic variable comprising the aggregate value associated with that respective candidate set;

storing in at least one second memory a description of the estimated optimum set of concurrent matches; and

controlling an automated communication routing device, after performing the optimization and before an expiration of the time interval, to establish a plurality of concurrent communication links according to the optimum candidate set of concurrent matches stored in the at least one second memory, to route a plurality of communications of information between the respective users through the communication network.

2. The method according to claim 1, wherein the predicted gain resulting from the respective concurrent match is a function of at least an economic utility of the respective concurrent match and an economic cost of the respective match.

3. The method according to claim 1, wherein a respective match completely exhausts an available concurrent matching capacity for at least one respective user involved in the respective match.

4. The method according to claim 1, wherein a respective match partially exhausts an available concurrent matching capacity for at least one respective user involved in the respective match, such that a respective user involved in the respective match remains available for concurrent matching to a plurality of other users.

5. The method according to claim 1, wherein each respective match is mutually exclusive with respect to the respective users involved in the respective match, and the aggregate value of each concurrent match accounts for at least one cost associated with the match.

6. The method according to claim 1, wherein the respective users are segregated into a plurality of user types, and the concurrent matches seek to link a respective user of a first predetermined type with a respective user of a second predetermined type.

7. The method according to claim 1, wherein the automatically selecting an estimated optimum set is performed iteratively.

8. The method according to claim 1, wherein the automatically selecting an estimated optimum set of concurrent matches comprises performing a combinatorial optimization through an iterative process.

9. The method according to claim 1, wherein the predicted gain comprises an economic cost function applied to a pairing of respective users, based on an economic benefit of the respective opportunity to at least one respective user and an economic cost of the opportunity to at least one respective user.

10. The method according to claim 1, wherein the estimated optimum set of concurrent matches is automatically selected based on a ranking of a plurality of candidate sets of concurrent matches.

11. The method according to claim 1, wherein a respective match is associated with a respective benefit to a matched respective user, and the predicted gain comprises a sum of respective benefits to matched respective users according to the estimated optimum set of concurrent matches.

12. The method according to claim 1, wherein the automated communication routing device automatically establishes a communication path through the communication network between the respective users according to the estimated optimum set of concurrent matches.

13. An apparatus for performing the method according to claim 1, comprising the at least one first memory, the at least one second memory, and at least one automated processor configured to retrieve the plurality of user profiles from the at least one first memory, perform the optimization, and store the description of the estimated optimum set of concurrent matches in the at least one second memory, and automated communication routing device.

14. A method for matching users, comprising:

receiving a plurality of prospective requests for communications, each involving a plurality of respective users, for a concurrent plurality of communication sessions through a communication network during a time period;

maintaining a plurality of user profiles in at least one first memory, each comprising a plurality of user characteristics of the respective users;

determining, by at least one automated processor, an aggregate value of the concurrent plurality of the communication sessions fulfilling the plurality of prospective requests for communications during the time period, based on at least;

(a) an analysis of the plurality of user characteristics of the respective user profiles retrieved from the at least one first memory, for each respective user of the plurality of concurrent communication sessions, and

(b) a predicted net gain, adjusted for an opportunity cost, resulting from each respective plurality of concurrent communication sessions;

performing an optimization using the at least one automated processor, to estimate an optimum set of the plurality of concurrent communication sessions during a respective time period, from a plurality of alternate sets of the plurality of concurrent communication sessions, based on at least the determined aggregate value of the concurrent plurality of the communication sessions for each alternate set, and selecting a highest valued aggregate value as the optimum set of the plurality of concurrent communication sessions as the estimated optimum;

storing in at least one second memory a description of the estimated optimum set of the plurality of concurrent communication sessions; and

controlling an automated communication routing device, after performing the optimization and before an expiration of the time period, according to the optimum set of the plurality of concurrent communication sessions stored in the at least one second memory, to route the plurality of communications sessions fulfilling the plurality of prospective requests for communications during the time period through the communication network.

15. The method according to claim 14, wherein the aggregate value comprises a function of at least an economic utility of a respective concurrent match and an economic cost of the respective match.

16. The method according to claim 14, wherein a respective communication session completely exhausts an available concurrent communication capacity for at least one respective user involved in the respective concurrent communication session.

17. The method according to claim 14, wherein a respective concurrent communication session partially exhausts an available concurrent communication capacity for at least one respective user involved in the respective communication session, such that a respective user involved in the respective concurrent communication session remains available for concurrent communication sessions with other respective users with diminished availability.

18. The method according to claim 14, wherein each respective concurrent communication session is mutually exclusive with respect to the availability of respective users to be involved in an alternate concurrent communication session, and at least one respective user involved in each communication session is has a compensation rate which is included in the determining of the aggregate value.

19. The method according to claim 14, wherein the users are segregated into a plurality of user types, and the concurrent matches link a respective user of a first predetermined user type with a respective user of a second predetermined user type.

20. The method according to claim 14, wherein the optimization comprises a combinatorial optimization which maximizes the aggregate value for each possible set of concurrent communication sessions to estimate the optimum set.