US 8,831,205 B1Granted

Intelligent communication routing

OwnerWai Wu, Toby Heller +1inventors

InventorsWai Wu, Toby Heller, Steven M. Hoffberg

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Abstract

A system and method for communicating in a communication network, comprising presenting a communication comprising data over a communications network to a router, said router being adapted to route the communication to one of a plurality of available network destinations; automatically executing a communication targeting algorithm in the router, based at least in part on the data, wherein the communication targeting algorithm operates to contextually jointly analyze a plurality of parameters extracted from the data and a plurality of contextual parameters, to determine an optimum target for the communication, wherein the optimum target varies in dependence on both the data and the context of the communication; and routing the communication in dependence on the algorithm execution.

Claims20

Dependent claims

A communication method, comprising:

for each of a plurality of users, maintaining a profile comprising a plurality of characteristics of a respective user in a memory system;
for each of a first subset of the users, comprising a plurality of users, receiving a request for respective communication opportunities;
for each of a second subset of the users, comprising a plurality of users, determining an availability of each respective user for a communication;
defining an optimization criterion for matching members of the first subset with members of the second subset, for a plurality of mutually exclusive communications, each between a respective member of the first subset and a respective member of the second subset, the defined optimization criterion having a value dependent on at least an analysis of the plurality of characteristics of each maintained profile for respective members of the first subset and respective members of the second subset, and a valuation of the communications;
combinatorially determining, using at least one automated processor, a predicted net benefit to the plurality of users, with respect to the optimization criterion, of a proposed set of respective mutually exclusive communications which at least partially satisfy the request for respective communication opportunities of the first subset, based on at least the plurality of characteristics of each maintained profile for respective members of the first subset and respective members of the second subset, and the valuation of the communications, and defining a set of respective mutually exclusive communications which represents the highest net benefit to the plurality of users as an optimum set of respective communications;
and
storing in a memory a description of the optimum set of respective communications.

4 more elements

A method for communicating, comprising:

maintaining a plurality of user profiles, each comprising a plurality of user characteristics;
performing an optimization using an automated processor, to predict an optimum set of concurrent communications between respective pairs of users based on the plurality of user characteristics for each user in the set of concurrent communications, wherein each concurrent communication consumes at least a portion of a limited communications capacity of a respective user involved in the concurrent communication, the optimization comprising selecting the optimum set of concurrent communications by determining a set of concurrent communications having a highest aggregate value of the concurrent communications, a value of a respective concurrent communication being based on at least:
(a) an analysis of the plurality of characteristics of the respective users for each respective concurrent communication, and
(b) a predicted net economic gain resulting from the respective concurrent communication with respect to at least a benefit to the respective users for each respective concurrent communication, an opportunity cost, and a cost of the communication;
and
storing in a memory a description of the optimum set of concurrent communications.

3 more elements

Dependencies are inferred from the claim text.

Facts

Application: 13/836,180Filed 15 Mar 2013 · continuation
Priority: 7 Mar 2002
Granted: 9 Sep 2014
Term ends: Not estimatedThe source records don’t support an estimate.

Classification3 codes

H04M 3/5233
Call distribution algorithms: operator skill based call distribution
H04M 2203/405
Related to call centers: competitive bidding for work items
H04M
Telephonic communication

Family

Application60/363,027Us provisional application · filed 7 Mar 2002
Application10/385,389Parent of this continuation · filed 7 Mar 2003
Application11/387,305Parent of this continuation · filed 23 Mar 2006
US 7,023,979 B1Parent of this continuation · filed 4 Apr 2006
Application11/756,204Parent of this continuation · filed 31 May 2007
US 7,269,253 B1Parent of this continuation · filed 11 Sep 2007
Application12/144,053Parent of this continuation · filed 2 May 2008
US 7,372,952 B1Parent of this continuation · filed 13 May 2008
US 7,894,595 B1Parent of this continuation · filed 22 Feb 2011
Application13/032,455Parent of this continuation · filed 22 Feb 2011
Application13/279,635Parent of this continuation · filed 24 Oct 2011
US 8,054,965 B1Parent of this continuation · filed 8 Nov 2011
US 8,411,842 B1Parent of this continuation · filed 2 Apr 2013
US 2010/0283404 A1Published application
US 8,831,205 B1This patent

From the US filing history. Foreign family members aren’t listed.