US 11,888,793 B2Granted

Systems and methods for intelligent delivery of communications

AssigneeOpen Text Holdings, Inc.

InventorsDennis Reil, Frank Steffen, Martin Richter

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Abstract

Systems, methods and products for intelligent delivery of communications, where a machine learning engine is trained to identify an output channel for delivery of a communication based on received context information and intended recipient information and to route the communication to the selected channel. An intelligent delivery task in a communication flow model is performed by the machine learning engine, which receives customer/recipient data such as age, region, gender, etc., and context data such as communication type, time of day, working hours, etc., and uses this data to determine which of a set of different channels is likely to be most effective for sending the communication to the recipient. A user therefore does not have to build a complex static communication flow, but simply adds an intelligent delivery task to the flow. The output channel is dynamically selected and may vary for different recipients and communications.

Claims20

Dependent claims

A system for communication management and delivery, comprising:

a communication generator component;
a communication flow engine coupled to the communication generator component, the communication flow engine executing a preexisting communication flow model and sending a request to the communication generator component to generate a runtime communication;
a communication delivery tracker coupled to the communication generator component, the communication delivery tracker further coupled to an enterprise tool integrator that integrates a set of enterprise tools and receives enterprise events from the enterprise tools, the enterprise tool integrator forwarding the enterprise events to the communication delivery tracker;
an external system output connector coupled to the communication generator component and an internal system output connector coupled to the communication generator component;
the communication generator component generating the runtime communication based on a set of parameters received from a data platform coupled to the communication generator component and the enterprise events forwarded from the communication delivery tracker;
and
the runtime communication comprising at least one of:
an external system communication sent to an external system via the external system output connector;
and
an internal system communication sent to an internal system via the internal system output connector.

7 more elements

A method for communication management and delivery, comprising:

at a communication flow engine coupled to a communication generator component, executing a preexisting communication flow model;
at the communication flow engine, sending a request to the communication generator component to generate a runtime communication;
forwarding enterprise events to a communication delivery tracker coupled to the communication generator component, the communication delivery tracker further coupled to an enterprise tool integrator that integrates a set of enterprise tools and receives the enterprise events;
receiving, at the communication generator component, a set of parameters from a data platform coupled to the communication generator component;
generating, at the communication generator component, the runtime communication based on the set of parameters and the enterprise events forwarded from the communication delivery tracker;
and
sending, at the communication generating component, the runtime communication comprising at least one of:
sending an external system communication to an external system via an external system output connector coupled to the communication generator component;
and
sending an internal system communication to an internal system via an internal system output connector coupled to the communication generator component.

7 more elements

A computer programming product for communication management and delivery, comprising:

a storage medium comprising computer instructions that when loaded into a memory of a processor, the processor performing:
at a communication flow engine coupled to a communication generator component, executing a preexisting communication flow model,
at the communication flow engine, sending a request to the communication generator component to generate a runtime communication;
forwarding enterprise events to a communication delivery tracker coupled to the communication generator component, the communication delivery tracker further coupled to an enterprise tool integrator that integrates a set of enterprise tools and receives the enterprise events;
receiving, at the communication generator component, a set of parameters from a data platform coupled to the communication generator component;
generating, at the communication generator component, the runtime communication based on the set of parameters and the enterprise events forwarded from the communication delivery tracker;
and
sending, at the communication generating component, the runtime communication comprising at least one of:
sending an external system communication to an external system via an external system output connector coupled to the communication generator component;
and
sending an internal system communication to an internal system via an internal system output connector coupled to the communication generator component.

8 more elements

Dependencies are inferred from the claim text.

Facts

Application: 17/677,917Filed 22 Feb 2022
Published: US 2023/0269206 A124 Aug 2023
Granted: 30 Jan 2024
Term ends: Not estimatedThe source records don’t support an estimate.

Classification12 codes

H04L 51/046
Real-time or near real-time messaging, e.g. instant messaging [IM]: interoperability with other network applications or services
G06Q 10/06315
Resource planning, allocation, distributing or scheduling for enterprises or organisations: needs-based resource requirements planning or analysis
G06Q 10/10
Administration; Management: office automation; Time management
G06Q 30/0201
Marketing; Price estimation or determination; Fundraising: market modelling; Market analysis; Collecting market data