# US 10,313,291 B2 · Method for determining predictive response time across enterprise communication systems

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- Number: US 10,313,291 B2
- Document ID: US10313291B2
- Status: Granted
- Kind: B2
- Application number: 14/719,121
- Filed: 2015-05-21
- Published: 2016-11-24
- Granted: 2019-06-04
- Earliest claimed: 2015-05-21
- Assignees: Quest Software, Inc.
- Applicants: Quest Software Inc.
- Inventors: Michel Albert Brisebois; Curtis T. Johnstone; Andrew J. Leach; Catherine Helbig Dibble
- Web page: https://patentgrep.com/patent/US10313291B2

## CPC

- H04L 51/226: Delivery according to priorities
- G06Q 10/107: Computer-aided management of electronic mailing [e-mailing]
- H04L 51/02: using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
- H04L 51/214: using selective forwarding
- H04L 67/535: {Tracking the activity of the user (network monitoring arrangements H04L43/00; recording of computer activity G06F11/34)}
- H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M)
- G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR

## Abstract

A method for determining predictive response time for electronic mail across enterprise communication systems is described. In particular, the method includes collecting and subsequently analyzing communications of a particular recipient in order to determine a probability of a sender receiving a response from the recipient. In the event a response is probable, the method also determines a time frame when a response may be sent. In situations where the recipient is non-responsive, the method also provides a list of alternate recipients that the sender can communicate with, whereby the alternate recipients are more responsive than the original recipient.

## Claims

### Claim 1

A method, comprising:
collecting a plurality of electronic communications from a plurality of sources, wherein the plurality of electronic communication includes electronic mail within an organization or network;
receiving a request from a sender, wherein the request pertains to the sender intending to electronically communicate with a first recipient via an electronic message having a particular type;
evaluating a set of the plurality of collected electronic communication relevant to the sender and the first recipient that includes one or more electronic messages from the sender and the first recipient, the evaluating to derive a probability of the sender receiving a response from the first recipient and a prediction as to when the response may be provided to the sender from the first recipient based on the electronic message being the same type of message as the set of the plurality of electronic collected communication;
informing the sender of the probability of the sender receiving a response to the electronic message from the first recipient and a prediction as to when the response to the electronic message may be provided to the sender from the first recipient;
generating a list of one or more alternate recipients that are more responsive than the first recipient, wherein the list includes corresponding probability of the sender to receive the response and a time frame the response may be provided to the sender for each alternate recipient;
displaying, via a user interface, the list of one or more alternate recipients with corresponding probability of the sender receiving the response and the time frame the response may be provided to the sender for each alternate recipient for the sender to view, each of the one or more alternate recipients in the list being selectable to trigger the electronic message to be sent to the respective alternate recipient;
receiving, via the user interface, a selection of one or more of the alternate recipients; and
sending an electronic mail to the selected one or more alternate recipients with an invitation to respond to the electronic mail.

### Claim 2 (depends on 1)

The method of claim 1, further comprising:
evaluating access rights of the sender, the access rights dictating who the sender can communicate with; and
updating the list of one or more alternate recipients based on the access rights of the sender.

### Claim 3 (depends on 1)

The method of claim 1, wherein selecting one or more alternate recipients is based on one or more parameters, the one or more parameters filtering the one or more alternate recipients.

### Claim 4 (depends on 3)

The method of claim 3, wherein the filtering of the one or more alternate recipients includes probability of response, response time, similar knowledge base, and pre-existing user-classification.

### Claim 5 (depends on 1)

The method of claim 1, wherein informing the sender further includes providing the one or more factors used for evaluating the probability of the sender receiving the response and the time frame the response may be provided to the sender.

### Claim 6 (depends on 5)

The method of claim 5, wherein the one or more factors include availability of the recipient, general history of responsiveness by the recipient, communication history between sender and recipient, subject matter, relationship between sender and recipient and urgency.

### Claim 7 (depends on 1)

The method of claim 1, wherein informing the sender of the probability of the sender receiving a response includes directing the sender to look for one or more alternate recipients.

### Claim 8 (depends on 7)

The method of claim 7, wherein the directing the sender to look for alternate recipients directs the sender to review one or more alternate recipients that have similar knowledge base as the first recipient.

### Claim 9 (depends on 7)

The method of claim 7, wherein the directing the sender to look for alternate recipients directs the sender to review one or more alternate recipients that communicate with the first recipient.

### Claim 10

A system to determine predictive response time across enterprise communication systems, the system comprising:
a memory and a processor, wherein the memory is configured to store instruction modules executed by the processor, the instruction modules comprising: a data collection system, an access system, and a classification system,
wherein the data collection system is configured to collect a plurality of electronic communication from a plurality of sources, the plurality of electronic communication including electronic mail within an organization or network;
wherein the access system is configured to receive a request from a sender to electronically communicate with a first recipient via an electronic message having a particular type;
wherein the classification system is configured to:
select one or more factors used for evaluating a probability of the sender receiving the response from the first recipient and a time frame the response may be provided to the sender, the one or more factors including a type of electronic message;
evaluate the plurality of collected electronic communication relevant to the sender and the first recipient based on the one or more factors including the type of electronic message, wherein the evaluating derives a probability of the sender receiving a response from the first recipient and a prediction as to when the response may be provided to the sender from the first recipient based on the electronic message being the same type of message as the set of the plurality of electronic collected communication;
inform the sender of the probability of the sender receiving a response to the electronic message from the first recipient and a prediction as to when the response to the electronic message may be provided to the sender from the first recipient;
generate a list of one or more alternate recipients that are more responsive than the first recipient, each of the one or more alternate recipients in the list being selectable to trigger the electronic message to be sent to the respective alternate recipient, wherein the list includes a corresponding probability of the sender receiving the response and time frame the response may be provided to the sender for each alternate recipient;
display, via a user interface, the list of one or more alternate recipients for the sender to view;
receive, via the user interface, a selection, from the sender, of one or more of the alternate recipients; and
send an electronic mail to the selected one or more alternate recipients with an invitation to respond to the electronic mail.

### Claim 11 (depends on 10)

The system of claim 10, wherein the access system is further configured to evaluate access rights of the sender, the access rights dictating who the sender can communicate with.

### Claim 12 (depends on 10)

The system of claim 10, wherein the classification system is further configured to update the list of one or more alternate recipients based on the access rights of the sender.

### Claim 13 (depends on 10)

The system of claim 10, wherein the electronic mail includes instructions to the selected one or more alternate recipients to forward the electronic mail to the first recipient.

### Claim 14 (depends on 10)

The system of claim 10, wherein receiving the selection of the one or more alternate recipients is based on one or more parameters, the one or more parameters filtering the one or more alternate recipients, wherein the one or more parameters of the sender includes probability of the sender receiving the response higher than a pre-defined threshold, response time faster than a pre-defined threshold, similar knowledge base as first recipient, and pre-existing user-classification.

### Claim 15 (depends on 10)

The system of claim 10, wherein the one or more factors used for evaluating the probability of the sender receiving the response and the time frame the response may be provided to the sender include availability of the recipient, general history of responsiveness by the recipient, communication history between sender and recipient, subject matter, relationship between sender and recipient and urgency.

### Claim 16 (depends on 10)

The system of claim 10, wherein the informing directs the sender to look for alternate recipients.

### Claim 17 (depends on 15)

The system of claim 15, wherein the alternate recipients includes alternate recipients that have similar knowledge base as the first recipient and recipients that communicate with the first recipient.