GB2618497A - Handling electronic communications - Google Patents
Handling electronic communications Download PDFInfo
- Publication number
- GB2618497A GB2618497A GB2312989.3A GB202312989A GB2618497A GB 2618497 A GB2618497 A GB 2618497A GB 202312989 A GB202312989 A GB 202312989A GB 2618497 A GB2618497 A GB 2618497A
- Authority
- GB
- United Kingdom
- Prior art keywords
- electronic communication
- user
- addressee
- electronic
- computer system
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
- 238000004891 communication Methods 0.000 title claims abstract 102
- 238000012544 monitoring process Methods 0.000 claims 12
- 238000000034 method Methods 0.000 claims 9
- 230000004044 response Effects 0.000 claims 3
- 230000000694 effects Effects 0.000 claims 2
- 208000019901 Anxiety disease Diseases 0.000 claims 1
- 230000004931 aggregating effect Effects 0.000 claims 1
- 230000036506 anxiety Effects 0.000 claims 1
- 238000003745 diagnosis Methods 0.000 claims 1
- 238000010801 machine learning Methods 0.000 claims 1
- 238000003058 natural language processing Methods 0.000 claims 1
- 238000012216 screening Methods 0.000 claims 1
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/21—Monitoring or handling of messages
- H04L51/214—Monitoring or handling of messages using selective forwarding
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/21—Monitoring or handling of messages
- H04L51/212—Monitoring or handling of messages using filtering or selective blocking
Abstract
A computer system comprising a plurality of computer devices each comprising a user interface associated with a named addressee user and having a display configured to display a plurality of electronic communications to the named addressee user. The computer system comprises an electronic communications triaging module configured to select a recipient of the electronic communication based on content and/or addressee. The triaging module selects an action based on the content and/or addressee wherein the action prevents the incoming electronic communication from being displayed at the user interface of at least one addressee of the incoming electronic communication. The computer system comprises a tracking component configured to determine whether the selected recipient of the electronic communication has actioned the content.
Claims (32)
1. A computer system configured to receive and handle electronic communications, the computer system comprising: a plurality of computer devices each comprising a user interface associated with a named addressee user and having a display configured to display a plurality of electronic communications to the named addressee user, each electronic communication being selectable by the user via input means of the user interface to cause the electronic communication to present content of the electronic communication to the user, and computer memory configured to store electronic communications to be displayed on the display; and an electronic communications triaging module configured to determine at least one of content of an electronic communication and or more addressee of an electronic communication and to select a recipient of the electronic communication based on at least one of the content and/or addressee, wherein the electronic communications triaging module is configured to select an action based on the content and/or addressee wherein the action has the effect of preventing the incoming electronic communication from being displayed at the user interface of the computer device of at least one addressee of the incoming electronic communication.
2. The computer system of claim 1 wherein the electronic communication triaging module comprises a set of clinician recipients and selects one or more of the clinician recipients to receive the electronic communication based on the content and/or addressee.
3. The computer system of claim 1 or 2 wherein the content defines a clinical task.
4. The computer system of any preceding claim, the triaging module comprising a tracking component configured to determine whether the selected recipient of the electronic communication has actioned the content of the electronic communication.
5. The computer system of any preceding claim wherein the triaging module comprises a routing component configured to receive incoming electronic communications and to detect a set of named addressees in at least some of the electronic communications, the routing component further configured to determine a sub-set of the set of named addressees as a group of responsible named addressees and to transmit the electronic communication only to a subset of the computer devices associated with the responsible named addressees and to prevent the incoming electronic communication from being displayed at the computer devices of the remaining named addressees of the set.
6. The computer system of claim 5 comprising computer storage which stores each set of named addressees in association with a group identifier of the set.
7. The computer system of claim 6 wherein the group identifier identifies a group comprising members of a clinical team or clinicians having a common clinical skill, role or responsibility.
8. The computer system of claim 5, 6 or 7 wherein the routing component is configured to determine one or more named addressee in at least some of the electronic communications, and to determine an alternate addressee based on the content of the electronic communication, the routing component being configured to transmit the electronic communication to the alternate named addressee and to prevent the electronic communication from being displayed at the computer device of the named addressee.
9. The computer system of any of claims 4 to 8 wherein the action selected by the triaging module is to determine a sender of the electronic communication and to generate an auto response based on the determined content of the electronic communication, the triaging module being configured to effect the action by transmitting the auto generated response to the electronic communication sender.
10. The computer system of any preceding claim wherein the triaging module is configured to determine the content of an electronic communication using language-based rules.
11. The computer system of any of claims 1 to 9 wherein the triaging module is configured to determine the content of the electronic communication using natural language processing by a machine learning model.
12. The computer system of any preceding claim which comprises a schedule access module configured to access a work schedule of the named addressee user and to determine from the work schedule, the presence or absence of the named addressee user and to act on the electronic communication based on that determination.
13. The computer system of claim 12 wherein the triaging module is configured to determine if an intended recipient being one of the named addressees is indicated as available, and if so, to route the electronic communication to the inbox of that addressee user, and if not, to select an alternate recipient and to route the electronic communication to that alternate recipient.
14. The computer system of claim 13 wherein the triaging module is configured to send a notification to the sender of the electronic communication indicating that the electronic communication has been routed to an alternate recipient.
15. The computer system of claim 13 comprising computer storage which holds in association with each of a set of addressees the capacity of that addressee, and wherein the alternate recipient is selected based on the capacity.
16. The computer system of any preceding claim in which the triaging module is configured to operate when the intended addressee of the electronic communication has a non-handling setting set for their inbox.
17. The computer system of claim 15 wherein the capacity associated with each addressee takes into account a user response pattern of that addressee.
18. The computer system of claim 15 wherein the capacity of each addressee is based on a current quantity of emails in an inbox of the addressee.
19. The computer system of claim 17 wherein the current quantity of emails is indicative of at least one of the number of emails and the complexity of each email.
20. A method of monitoring the handling of electronic communications presented to a recipient at a user interface of a computer device, the method comprising: recording in computer memory one or more first datapoint for each incoming electronic communication, each first datapoint in a performance category to be monitored; displaying at least some of the incoming emails at the user interface for action by the recipient; recording one or more second datapoint for each incoming communication which has been displayed to the recipient, the one or more second datapoints relating to an action taken by the recipient when accessing the electronic communication; and determining a performance monitoring period and aggregating the first datapoints and second datapoints over all electronic communications received and displayed to the recipient in that monitoring period to provide a performance indicator for that monitoring period.
21. The method of claim 20 wherein the first datapoint comprises the time of receipt of an incoming electronic communication.
22. The method of claim 20 or 21 wherein the first datapoint comprises a severity score which has been assigned to the electronic communication based on an estimated time needed to address the email based on its content.
23. The method of claim 20, 21 or 22 wherein the second datapoint comprises the time at which the recipient actions the incoming electronic communication and/or the action taken by the recipient.
24. A computer system for monitoring the handling of electronic communications for use as an aid in screening for a diagnosis of communication related stress or anxiety of a recipient of the electronic communications, the computer system comprising: computer memory; one or more computer processor configured to record in the computer memory one or more first datapoint for each incoming electronic communication, each first datapoint in a performance category to be monitored; a display configured to display at least some of the incoming emails at the user interface for action by the recipient; the one or more computer processor configured to record one or more second datapoint in the computer memory for each incoming communication which has been displayed to the recipient, the second datapoint (s) relating to an action taken by the recipient when accessing the electronic communication, and to determine a performance monitoring period and aggregate the first datapoints and second datapoints over all electronic communications received and displayed to the recipient in that monitoring period to provide a performance indicator for that monitoring period.
25. A method of monitoring the performance of a software tool configured to manage electronic communications, the method comprising: providing a computer device having a user interface associated with the named addressee user and having a display configured to display a plurality of electronic communications to the named addressee user, each electronic communication being selectable by the user via input means of the user interface to cause the electronic communication to present content of the electronic communication to the user; installing a monitoring component of the software tool to access the computer device and to monitor the handling of the electronic communications by the named addressee user at the user interface of the computer device to determine a base set of metrics associated with the handling of electronic communications by the user at the user interface. installing a user interface component of the software tool to modify the user interface of the computer device; monitoring the handling of electronic communications by the named addressee user at the computer device to determine a new set of metrics associated with the handling of electronic communications by the user at the modified user interface; and comparing the base and new sets of metrics to determine the differences between the handling of electronic communications at the user interface compared to the modified user interface.
26. The method of claim 24 wherein the metrics comprise objective data based on technical data representing the technical state of the electronic communications selected from time spent on one or a number of communications and a total number of communications processed in a monitoring period.
27. A computer system configured to receive and process electronic communications, the computer system comprising: a plurality of computer devices each comprising a user interface associated with the named addressee user and having a display configured to display a plurality of electronic communications to the named addressee user, each electronic communication being selectable by the user via input means of the user interface to cause the electronic communication to present content of the electronic communication to the user, and computer memory configured to store electronic communications to be displayed on the display; and an electronic communications triaging module configured to determine content of an electronic communication and to control the manner in which the content of the electronic communication is displayed to the user by selecting one or more portion of the content for highlighting in a displayed version of the electronic communication to the user.
28. The computer system of claim 27 in which the electronic communications triaging module is configured to highlight portions of the content of an electronic communication based on highlighting rules.
29. The computer system of claim 27 or 28 wherein each computer device is configured to detect that a user has selected a highlighted portion of the displayed content of the electronic communication and to cause the electronic communication to be stored in a file in the computer memory based on the highlighted portion.
30. The computer system of claim 27, 28 or 29 wherein the electronic communications triaging module is configured to determine that the highlighted portion represents an identifier and to generate in the displayed content of the electronic communications a selectable icon for selection by a user to access one or more hyperlinks associated with the identifier.
31. The computer system of any of claims 27 to 30 wherein each computer device is configured to display the plurality of electronic communications based on the highlighting of the content but without presenting the highlighted content to the user prior to selection of the electronic communication by the user.
32. A computer system configured to receive and handle electronic communications, the computer system comprising: a plurality of computer devices each comprising a user interface associated with a named addressee user and having a display configured to display a plurality of electronic communications to the named addressee user, each electronic communication being selectable by the user via input means of the user interface to cause the electronic communication to present content of the electronic communication to the user, and computer memory configured to store electronic communications to be displayed on the display; and an electronic communications triaging module configured to determine at least one of content of an electronic communication and or more addressee of an electronic communication and to select a recipient of the electronic communication based on at least one of the content and/or addressee, the electronic communications triaging module comprising a tracking component configured to determine whether the selected recipient of the electronic communication has actioned the content of the electronic communication.
Applications Claiming Priority (3)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| GBGB2101053.3A GB202101053D0 (en) | 2021-01-26 | 2021-01-26 | Handling electronic communications |
| GBGB2102824.6A GB202102824D0 (en) | 2021-01-26 | 2021-02-26 | Handling electronic communications |
| PCT/EP2022/051397 WO2022161879A2 (en) | 2021-01-26 | 2022-01-21 | Handling electronic communications |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| GB202312989D0 GB202312989D0 (en) | 2023-10-11 |
| GB2618497A true GB2618497A (en) | 2023-11-08 |
Family
ID=80623533
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| GB2312989.3A Pending GB2618497A (en) | 2021-01-26 | 2022-01-21 | Handling electronic communications |
Country Status (2)
| Country | Link |
|---|---|
| GB (1) | GB2618497A (en) |
| WO (1) | WO2022161879A2 (en) |
Citations (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| WO2001013248A1 (en) * | 1999-08-19 | 2001-02-22 | Mci Worldcom, Inc. | Electronic mail message processing and routing for call center response to same |
| US20120143798A1 (en) * | 2010-12-06 | 2012-06-07 | Microsoft Corporation | Electronic Communications Triage |
| US20150281156A1 (en) * | 2014-03-27 | 2015-10-01 | Dropbox, Inc. | Dynamic filter generation for message management systems |
| US20160125156A1 (en) * | 2014-10-31 | 2016-05-05 | Cerner Innovation, Inc. | Role based communication |
| US20160188799A1 (en) * | 2014-08-28 | 2016-06-30 | ehumanlife, Inc. | Method and system for online delivery of healthcare |
-
2022
- 2022-01-21 WO PCT/EP2022/051397 patent/WO2022161879A2/en unknown
- 2022-01-21 GB GB2312989.3A patent/GB2618497A/en active Pending
Patent Citations (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| WO2001013248A1 (en) * | 1999-08-19 | 2001-02-22 | Mci Worldcom, Inc. | Electronic mail message processing and routing for call center response to same |
| US20120143798A1 (en) * | 2010-12-06 | 2012-06-07 | Microsoft Corporation | Electronic Communications Triage |
| US20150281156A1 (en) * | 2014-03-27 | 2015-10-01 | Dropbox, Inc. | Dynamic filter generation for message management systems |
| US20160188799A1 (en) * | 2014-08-28 | 2016-06-30 | ehumanlife, Inc. | Method and system for online delivery of healthcare |
| US20160125156A1 (en) * | 2014-10-31 | 2016-05-05 | Cerner Innovation, Inc. | Role based communication |
Also Published As
| Publication number | Publication date |
|---|---|
| WO2022161879A2 (en) | 2022-08-04 |
| WO2022161879A3 (en) | 2022-09-29 |
| GB202312989D0 (en) | 2023-10-11 |
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