# US 2020/0288016 A1 · Communication resource allocation > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 2020/0288016 A1 - Document ID: US20200288016A1 - Status: Published application - Kind: A1 - Application number: 16/292,614 - Filed: 2019-03-05 - Published: 2020-09-10 - Earliest claimed: 2019-03-05 - Assignees: International Business Machines Corporation - Applicants: International Business Machines Corporation - Inventors: Christopher John Butler; Ross Judd; Timothy M. Lynar; Shaila Pervin - Web page: https://patentgrep.com/patent/US20200288016A1 ## CPC - H04M 3/5175: {Call or contact centers supervision arrangements} - H04M 3/42382: {Text-based messaging services in telephone networks such as PSTN/ISDN, e.g. User-to-User Signalling or Short Message Service for fixed networks} - H04M 3/5141: {Details of processing calls and other types of contacts in an unified manner (unified messaging in packet-switching networks H04L51/56)} - H04M 3/58: Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party (substation line holding circuits H04M1/80) - H04M 7/0045: {where the text-based messaging service is an instant messaging service} - H04M 2203/401: Performance feedback - H04M 2203/408: Customer-specific call routing plans - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) ## Abstract A technique relates to communication resource allocation. A computer system monitors a communication between a conversational entity communication channel and a user device. A type of the communication associated with the user device is determined based on the communication. A replacement communication channel to replace the conversational entity communication channel is determined, in response to the type of the communication. The replacement communication channel is coupled to the user device in place of the conversational entity communication channel. ## Claims ### Claim 1 A computer-implemented method for communication resource allocation, the method comprising: monitoring, by a computer system, a communication between a conversational entity communication channel and a user device; determining a type of the communication associated with the user device based on the communication; determining a replacement communication channel to replace the conversational entity communication channel, in response to the type of the communication; and coupling the replacement communication channel to the user device in place of the conversational entity communication channel. ### Claim 2 (depends on 1) The computer-implemented method of claim 1, wherein determining the type of the communication associated with the user device based on the communication comprises determining a behavior of a user of the user device. ### Claim 3 (depends on 1) The computer-implemented method of claim 1, wherein the communication comprises a live conversation between a user of user device and a conversational entity. ### Claim 4 (depends on 1) The computer-implemented method of claim 1, wherein determining the type of the communication associated with the user device comprises performing an intent analysis of a user of the user device. ### Claim 5 (depends on 4) The computer-implemented method of claim 4 further comprising determining a positive intent or a negative intent of the user from the intent analysis in order to determine the type of the communication is a positive communication or a negative communication, respectively. ### Claim 6 (depends on 1) The computer-implemented method of claim 1, wherein determining the type of the communication associated with the user device comprises performing a sentiment analysis. ### Claim 7 (depends on 6) The computer-implemented method of claim 6 further comprising determining a positive sentiment or a negative sentiment of a user from the sentiment analysis in order to determine the type of the communication is a positive communication or a negative communication, respectively. ### Claim 8 (depends on 1) The computer-implemented method of claim 1, wherein determining the type of the communication associated with the user device comprises performing a tone analysis. ### Claim 9 (depends on 8) The computer-implemented method of claim 8 further comprising determining a positive tone or a negative tone of a user from the tone analysis in order to determine the type of the communication is a positive communication or a negative communication, respectively. ### Claim 10 (depends on 1) The computer-implemented method of claim 1, wherein determining the replacement communication channel to replace the conversational entity communication channel in response to the type of the communication comprises selecting from among a video communication channel, a voice communication channel, and a text communication channel. ### Claim 11 (depends on 1) The computer-implemented method of claim 1, wherein the replacement communication channel is determined according to a stratification level for a user of the user device. ### Claim 12 (depends on 1) The computer-implemented method of claim 1, wherein the replacement communication channel is determined according to a potential loss level for a user of the user device. ### Claim 13 (depends on 1) The computer-implemented method of claim 1, wherein: a customer service agent is selected for the replacement communication channel; and a ranking of the customer service agent is according to a stratification level and a potential loss level for a user of the user device. ### Claim 14 A system for communication resource allocation, the system comprising: a processor; and memory coupled to the processor and comprising computer-executable instructions that, when executed by the processor, cause the processor to perform a method comprising: monitoring, by the processor, a communication between a conversational entity communication channel and a user device; determining a type of the communication associated with the user device based on the communication; determining a replacement communication channel to replace the conversational entity communication channel, in response to the type of the communication; and coupling the replacement communication channel to the user device in place of the conversational entity communication channel. ### Claim 15 (depends on 14) The system of claim 14, wherein determining the type of the communication associated with the user device based on the communication comprises determining a behavior of a user of the user device. ### Claim 16 (depends on 14) The system of claim 14, wherein the communication comprises a live conversation between a user of user device and a conversational entity. ### Claim 17 (depends on 14) The system of claim 14, wherein determining the type of the communication associated with the user device comprises performing an intent analysis of a user of the user device. ### Claim 18 A computer program product for communication resource allocation, the computer program product comprising a computer readable storage medium having program instructions embodied therewith, wherein the computer readable storage medium is not a transitory signal per se, the program instructions executable by a computer to cause the computer to perform a method comprising: monitoring, by the computer, a communication between a conversational entity communication channel and a user device; determining a type of the communication associated with the user device based on the communication; determining a replacement communication channel to replace the conversational entity communication channel, in response to the type of the communication; and coupling the replacement communication channel to the user device in place of the conversational entity communication channel. ### Claim 19 (depends on 18) The computer program product of claim 18, wherein determining the type of the communication associated with the user device based on the communication comprises determining a behavior of a user of the user device. ### Claim 20 (depends on 18) The computer program product of claim 18, wherein the communication comprises a live conversation between a user of user device and a conversational entity.