Enterprise communication channel assistance
AssigneeVMware, Inc.
InventorsRohit Pradeep Shetty, Ramanandan Nambannor Kunnath
Life of this patent
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Abstract
Disclosed are various approaches for determining an optimal communication channel for contacting a user. In one such embodiment, application usage data corresponding to user interactions on available communication channels within an enterprise environment is obtained and used to generate a knowledge graph representing an individual user communicating over two or more of the available communication channels with other users. Thus, based on the knowledge graph, at least one optimal communication channel can be provided for contacting the individual user, wherein the at least one optimal communication channel is represented in the knowledge graph.
Claims20
A system comprising:
- at least one computing device;
- at least one application executed by the at least one computing device, wherein the at least one application causes the at least one computing device to at least:
- obtain application usage data corresponding to user interactions, by a plurality of enterprise users, on available communication channels within an enterprise environment;
- generate from the application usage data a plurality of knowledge graphs, each knowledge graph representing an individual enterprise user communicating over two or more of the available communication channels with other enterprise users;
- obtain a request to provide an optimal communication channel for contacting the individual enterprise user, wherein the request is received from a front-end interface to the at least one application;
- and
- based on the knowledge graph representing the individual enterprise user, provide at least one optimal communication channel for contacting the individual enterprise user to the front-end interface, wherein the at least one optimal communication channel is represented in the knowledge graph.
A non-transitory computer-readable medium comprising machine-readable instructions, wherein the instructions, when executed by at least one processor, cause a computing device to at least:
- obtain application usage data corresponding to user interactions, by a plurality of enterprise users, on available communication channels within an enterprise environment;
- generate from the application usage data a plurality of knowledge graphs, each knowledge graph representing an individual enterprise user communicating over two or more of the available communication channels with other enterprise users;
- obtain a request to provide an optimal communication channel for contacting the individual enterprise user, wherein the request is received from a front-end interface;
- and
- based on the knowledge graph representing the individual enterprise user, provide at least one optimal communication channel for contacting the individual enterprise user to the front-end interface, wherein the at least one optimal communication channel is represented in the knowledge graph.
A method comprising:
- obtaining, via a computing device, application usage data corresponding to user interactions, by a plurality of enterprise users, on available communication channels within an enterprise environment;
- generating, via the computing device, from the application usage data a plurality of knowledge graphs, each knowledge graph representing an individual enterprise user communicating over two or more of the available communication channels with other enterprise users;
- obtaining, via the computing device, a request to provide an optimal communication channel for contacting the individual enterprise user, wherein the request is received from a front-end interface;
- and
- providing, via the computing device based on the knowledge graph representing the individual enterprise user, at least one optimal communication channel for contacting the individual enterprise user to the front-end interface, wherein the at least one optimal communication channel is represented in the knowledge graph.
Dependencies are inferred from the claim text.