Predictive electronic message management systems and controllers

• US 9,906,482 B2
• Filed: 07/31/2015
• Issued: 02/27/2018
• Est. Priority Date: 05/13/2015
• Status: Active Grant

• Current Assignee: The Travelers Indemnity Company (The Travelers Cos., Inc.)
• Original Assignee: The Travelers Indemnity Company (The Travelers Cos., Inc.)
• Inventors: Rollins, David, Doub, Faith E., Leek, Catherine A.
• Primary Examiner(s): Tran, Philip B
• Application Number:
  US14/815,528
• Publication Number:
  US 20160337301A1
• Time in Patent Office: 942 Days
• Field of Search: 709204, 709206, 709224
• CPC Class Codes: H04L 51/02 using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
• CPC Class Codes: H04L 51/226 Delivery according to priorities

Abstract

Systems, methods, and articles of manufacture provide for interaction management (IM) data processing that allows for automated analysis of, response to, and/or identification of patterns in electronic messages (e.g., emails, text messages), via specially-programmed data processing modules configured to be executed in a communications system environment.

Claims

1. An electronic message processing system utilizing an interaction pattern analysis module, comprising:

a plurality of electronic processing devices;

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

a memory device in communication with the plurality of electronic processing devices, the memory device storing instructions configured in a set of programmatically distinct modules, the modules comprising (i) an interaction message processing module, (ii) an interaction message type analysis module, (iii) an interaction component module, and (iv) an interaction analysis module, and wherein the modules, when executed by the plurality of electronic processing devices, direct the plurality of electronic processing devices to;

receive as input, into the interaction message processing module and from a plurality of remote user devices, each of the plurality of remote user devices being associated with a specific user, data indicative of at least one electronic message received from each of the specific users;

receive as input, into the interaction message type analysis module and from the interaction message processing module, at least a portion of each at least one electronic message;

determine, by the interaction message type analysis module and based on the at least a portion of each at least one electronic message, an interaction type associated with each at least one electronic message;

receive as input, into the interaction analysis module, data indicative of at least one rule for recognizing an interaction pattern in a plurality of interaction events;

receive as input, into the interaction analysis module, data indicative of a plurality of interaction events associated with a specific user, the plurality of interaction events comprising at least one electronic message from the specific user;

determine, by the interaction analysis module and based on (i) the data indicative of the plurality of interaction events associated with the specific user and (ii) the respective interaction type associated with each at least one electronic message of the plurality of interaction events, at least one interaction outgoing message to transmit to the specific user; and

output, by the interaction message processing module via the electronic communications network transceiver device, the at least one interaction outgoing message to the specific user.

2. The electronic message processing system of claim 1, wherein the modules, when executed by the plurality of electronic processing devices, further direct the plurality of electronic processing devices to:

determine, by the interaction analysis module and based on the data indicative of the plurality of interaction events associated with the specific user, an interaction pattern metric for the plurality of interaction events associated with the specific user.

3. The electronic message processing system of claim 1, wherein the modules, when executed by the plurality of electronic processing devices, further direct the plurality of electronic processing devices to:

determine, by the interaction analysis module and based on the data indicative of the plurality of interaction events associated with the specific user, an interaction pattern metric indicative of a predicted result of a business transaction with the specific user.

4. The electronic message processing system of claim 1, wherein the modules, when executed by the plurality of electronic processing devices, further direct the plurality of electronic processing devices to:

determine, by the interaction analysis module and based on the data indicative of the plurality of interaction events associated with the specific user, an interaction pattern metric indicative of a predicted result of an insurance claim settlement for the specific user.

5. The electronic message processing system of claim 1, wherein the modules, when executed by the plurality of electronic processing devices, further direct the plurality of electronic processing devices to:

receive as input into the interaction analysis module from a database of interaction patterns data, data indicative of at least one rule for recognizing an interaction pattern in a plurality of interaction events; and

calculate, by the interaction analysis module and based on;

(i) the data indicative of the plurality of interaction events associated with the specific user,

(ii) the respective interaction type associated with each at least one electronic message of the plurality of interaction events, and

(iii) data indicative of at least one rule for recognizing an interaction pattern in a plurality of interaction events,

an interaction pattern metric for the plurality of interaction events for the specific user.

6. The electronic message processing system of claim 1, wherein the modules, when executed by the plurality of electronic processing devices, further direct the plurality of electronic processing devices to:

determine, by the interaction analysis module, that the plurality of interaction events indicate a potential negative interaction outcome with the specific user.

7. The electronic message processing system of claim 1, wherein the modules, when executed by the plurality of electronic processing devices, further direct the plurality of electronic processing devices to:

determine, by the interaction analysis module, that the plurality of interaction events indicate a potential positive interaction outcome with the specific user.

8. The electronic message processing system of claim 1, wherein the modules, when executed by the plurality of electronic processing devices, further direct the plurality of electronic processing devices to:

identify, by the interaction analysis module, an interaction outgoing message associated with a pattern of interaction events having a potential positive outcome for the specific user; and

transmit, by the interaction analysis module to a remote user device associated with the specific user, data indicative of the identified interaction outgoing message.

9. The electronic message processing system of claim 1, wherein the at least one electronic message comprises one or more of the following types of electronic messages:

a voice message,

a short message service (SMS) message,

a multimedia message service (MMS) message,

a message received via a browser application,

a message received from a mobile device,

a message received via Internet from a user device,

an email message, and

an instant message (IM).

10. The electronic message processing system of claim 1, wherein the modules, when executed by the plurality of electronic processing devices, further direct the plurality of electronic processing devices to:

determine, via an interaction component module and based on a respective interaction type associated with an electronic message of the plurality of interaction events, at least one future interaction event to schedule; and

transmit, by the interaction component module, an indication of the at least one future interaction event to an interaction event scheduler.

11. The electronic message processing system of claim 1, wherein the modules, when executed by the plurality of electronic processing devices to determine the interaction type associated with each at least one electronic message comprise, direct the plurality of electronic processing devices to:

identify, by the interaction message type analysis module using a natural language processor module, at least one keyword in an electronic message, the keyword corresponding to a definition of an interaction message type stored in a database of interaction message types.

12. The electronic message processing system of claim 1, wherein the modules, when executed by the plurality of electronic processing devices, further direct the plurality of electronic processing devices to:

access, by an interaction component module, a database storing user transaction data associated with the specific user; and

store, by the interaction component module in a database of historic interactions data, at least a portion of the user transaction data in association with the at least a portion of each at least one electronic message.