WO2013067365A1 - Appareil, système et procédé pour des communications numériques commandées par des profils de comportement des participants - Google Patents

Appareil, système et procédé pour des communications numériques commandées par des profils de comportement des participants Download PDF

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Publication number
WO2013067365A1
WO2013067365A1 PCT/US2012/063344 US2012063344W WO2013067365A1 WO 2013067365 A1 WO2013067365 A1 WO 2013067365A1 US 2012063344 W US2012063344 W US 2012063344W WO 2013067365 A1 WO2013067365 A1 WO 2013067365A1
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WO
WIPO (PCT)
Prior art keywords
participants
communication
behavior
executable actions
knowledge base
Prior art date
Application number
PCT/US2012/063344
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English (en)
Inventor
Ron ROSANSKY
Vlad HRABROV
Original Assignee
Fidelus Technologies, Llc.
Priority date (The priority date 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 date listed.)
Filing date
Publication date
Application filed by Fidelus Technologies, Llc. filed Critical Fidelus Technologies, Llc.
Priority to PCT/US2013/032592 priority Critical patent/WO2014070238A1/fr
Priority to US14/440,030 priority patent/US20150304381A1/en
Priority to EP13852239.6A priority patent/EP2915077A4/fr
Publication of WO2013067365A1 publication Critical patent/WO2013067365A1/fr

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/40—Support for services or applications
    • H04L65/403—Arrangements for multi-party communication, e.g. for conferences
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/2866—Architectures; Arrangements
    • H04L67/30—Profiles
    • H04L67/306—User profiles
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066—Session management
    • H04L65/1069—Session establishment or de-establishment

Definitions

  • the present invention relates to a communication apparatus, system, and method driven by behavior profiles of participants.
  • the present invention further relates to an apparatus, system, and method for enhancing communication between participants based on behavior profiles and their interactions.
  • the present invention further relates to a communication apparatus, system, and method providing recommendations for participants based on behavior profiles of other participants.
  • Creating behavior profiles of users is believed to have been done in instances in which companies may target an individual user based on a determined behavior pattern of the user. It is believed that interactive voice recognition systems and online advertising publishers have used behavior pattern analysis to tailor an individual user's experience browsing the Internet or calling a voice recognition system based on a determined behavior pattern of the user, in which the user may receive an enhanced experience Internet browsing or using the interactive voice recognition system based on their behavior pattern or profile.
  • communication systems have been somewhat rudimentary in their implementation and have not employed the benefits of behavior pattern analysis.
  • Features of modern communication systems may allow for the display of the participants in a phone call using for example, caller ID, and may also provide other information, such as a phone number or address information about a caller to other participants. For example, in a call center this may also include account information and purchasing history.
  • existing communication systems do not provide information about the personality and behavioral attributes of one of the communicators to another participant to enhance a conversation or interaction.
  • existing communication systems do not allow for integrating an individual's behavior profile within the communication system itself to enhance the conversation among the participants.
  • a communication apparatus, system, and method are described that enhance communication between participants by providing actionable recommendations to the participants based on the behavior type of the other participants, in which a knowledge base stores behavior profiles of participants and collaboration engines retrieve the profile based on the identification of a participant by some unique key, and in which the communication system may monitor the communication and provide subsequent recommendation actions to the participant(s) based on the behavior profiles of the participants.
  • the exemplary embodiments and/or exemplary methods of the present invention are directed to a method for enhancing digital communications using behavior profiles of participants, the method including: upon initiation of a communication by one of the participants, using a processor system to retrieve the behavior profiles of the participants from a knowledge base generating executable actions for each of the participants from a determined behavior type from the stored behavior profiles of the other participants or a most common behavior type if the stored behavior profiles of the other participants do not exist; and transmitting the executable actions to communication devices of the participants, each participant receiving a distinct set of executable actions.
  • the exemplary embodiments and/or exemplary methods of the present invention further provide for the foregoing method for providing additional executable actions from the knowledge base to each of the participants based on a monitoring of the communication.
  • the exemplary embodiments and/or exemplary methods of the present invention further provide for the foregoing method in which the behavior profiles of the participants are retrieved using a unique key for each of the participants.
  • the exemplary embodiments and/or exemplary methods of the present invention further provide for the foregoing method in which the behavior profiles of the participants may be dynamically created for the participants whose profiles do not exist in the knowledge base or a default general behavior type is used for such participants.
  • the exemplary embodiments and/or exemplary methods of the present invention further provide for the foregoing method in which the communication is at least one of a telephone call, an E-mail, a videoconference call, an instant message, and a message through a social media platform.
  • the exemplary embodiments and/or exemplary methods of the present invention further provide for the foregoing method in which the behavior profiles are retrieved from the knowledge base through a collaborator client using a representational state transfer message.
  • the exemplary embodiments and/or exemplary methods of the present invention further provide for the foregoing method in which the executable actions are transmitted to the communication devices through at least one collaborator client using a representational state transfer message.
  • the exemplary embodiments and/or exemplary methods of the present invention further provide for the foregoing method in which the monitoring of the communication includes measuring a response time by each of the participants, as well as the amount of time taken by each of the participant during the communication, establishing a speak-to-listen rate for each participant during on-going communication.
  • the exemplary embodiments and/or exemplary methods of the present invention further provide for the foregoing method in which the monitoring of the communication includes analyzing written text of the communication for length, key phrases, and style.
  • the exemplary embodiments and/or exemplary methods of the present invention further provide for the foregoing method in which the monitoring of the communication includes measuring at least one of: volume level, tonality, pitch level, and general psychological measurements of each of the participants.
  • the exemplary embodiments and/or exemplary methods of the present invention further provide for the foregoing method in which the unique key includes an E-mail address(es).
  • the exemplary embodiments and/or exemplary methods of the present invention further provide for the foregoing method in which if the unique key is not found, default executable actions are generated based on a default behavior profile.
  • the exemplary embodiments and/or exemplary methods of the present invention further provide for the foregoing method in which an identifier, such as a phone number, of one of the participants is used to retrieve the unique key.
  • an identifier such as a phone number
  • the exemplary embodiments and/or exemplary methods of the present invention further provide for the foregoing method in which a phone number of one of the participants is used to retrieve the E-mail address.
  • the exemplary embodiments and/or exemplary methods of the present invention further provide for the foregoing method where written text of the communication is analyzed for length, key phrases, and style.
  • the exemplary embodiments and/or exemplary methods of the present invention further provide for a method for generating executable actions for enhancing digital communications using behavior profiles of participants, the method including: using a processor system to retrieve a unique key of one of the participants from a knowledge base, in which an identifier is used to retrieve the unique key if the unique key is not readily determined; identifying a participant from the unique key; retrieving specific executable actions from the knowledge base based on a behavior type of the identified participant and/or based on combination of behavior types of communication participants: wherein if the unique keys is(are) not found, default executable actions are built from the knowledge base based on a default behavior profile(s); and transmitting the specific executable actions or the default executable actions from the knowledge base to relevant participants in the communication.
  • the exemplary embodiments and/or exemplary methods of the present invention further provide for the foregoing method in which the unique key is an E-mail address.
  • the exemplary embodiments and/or exemplary methods of the present invention further provide for the foregoing method in which the identifier is at least one of: a phone number, a screen name, a username, and a log in name.
  • the exemplary embodiments and/or exemplary methods of the present invention further provide for the foregoing method in which if the participant cannot be identified from the retrieved unique key, the default executable actions are built based on the default behavior profiles.
  • the exemplary embodiments and/or exemplary methods of the present invention further provide for the foregoing method in which the default executable actions are transmitted to the other participants in the communication in the form of prompts and queues.
  • the exemplary embodiments and/or exemplary methods of the present invention further provide a system for enhancing digital communications using behavior profiles of participants, including: a processor system having a knowledge base, in which, upon initiation of a communication by one of the participants, the processor system is operable to retrieve the behavior profiles of the participants from the knowledge base; a generating arrangement to generate executable actions for each of the participants from a determined behavior type from the stored behavior profiles of the other participants; and a transmitting arrangement to transmit the executable actions to communication devices of the participants, each participant receiving a distinct set of executable actions.
  • the exemplary embodiments and/or exemplary methods of the present invention further provide for the foregoing system in which the processor system provides additional executable actions from the knowledge base to each of the participants based on a monitoring of the communication.
  • the exemplary embodiments and/or exemplary methods of the present invention further provide a computer readable medium having a program, which is executable by a processor, including: a program code arrangement having program code for enhancing digital communications using behavior profiles of participants, by performing the following: upon initiation of a communication by one of the participants, using a processor system to retrieve the behavior profiles of the participants from a knowledge base; generating executable actions for each of the participants from a determined behavior type from the stored behavior profiles of the other participants; and transmitting the executable actions to communication devices of the participants, each participant receiving a distinct set of executable actions.
  • a program code arrangement having program code for enhancing digital communications using behavior profiles of participants, by performing the following: upon initiation of a communication by one of the participants, using a processor system to retrieve the behavior profiles of the participants from a knowledge base; generating executable actions for each of the participants from a determined behavior type from the stored behavior profiles of the other participants; and transmitting the executable actions to communication devices of the participants, each participant receiving a distinct set of execut
  • the exemplary embodiments and/or exemplary methods of the present invention further provide for the foregoing computer readable medium in which additional executable actions are provided from the knowledge base to each of the participants based on a monitoring of the communication and conditions for activation of specific relevant types of executable actions.
  • the exemplary embodiments and/or exemplary methods of the present invention further provide a system for enhancing digital communications using behavior profiles of participants, including: a collaboration engine having a behavioral profile knowledge base, the collaboration engine being an internet cloud computing arrangement, in which the behavioral profile knowledge base includes behavioral profiles of participants if the behavior profiles exist, a communication arrangement having a collaboration module for communicating with the collaboration engine; and at least two communication terminal arrangements for providing a communication session between the participants.
  • a collaboration engine having a behavioral profile knowledge base
  • the collaboration engine being an internet cloud computing arrangement, in which the behavioral profile knowledge base includes behavioral profiles of participants if the behavior profiles exist, a communication arrangement having a collaboration module for communicating with the collaboration engine; and at least two communication terminal arrangements for providing a communication session between the participants.
  • the exemplary embodiments and/or exemplary methods of the present invention further provide the foregoing system, in which, upon initiation of a communication by one of the participants, the collaboration engine and the collaboration module of the communication arrangement are operable to retrieve the behavior profiles of the participants from the knowledge base, in which the collaboration engine and the collaboration module of the communication arrangement are operable to generate executable actions for each of the participants from a determined behavior type from the stored behavior profiles of the other participants, in which the collaboration engine and the collaboration module of the communication arrangement are operable to transmit the executable actions to communication devices of the participants, each participant receiving a distinct set of executable actions, and in which the collaboration engine and the collaboration module of the communication arrangement are operable to provide additional executable actions from the knowledge base to each of the participants based on a monitoring of the communication.
  • Figure 1 is a diagram of a communication system running dynamic executable actions for communication according to the present invention.
  • Figure 2 is a diagram of various processes for generating behavior profiles according to the present invention.
  • Figure 3 is a flow diagram of a process for building dynamic executable actions of the communication system according to the present invention.
  • FIG. 4 is a diagram of the communication system running dynamic executable actions during operation, according to the present invention.
  • Exemplary embodiments and/or exemplary methods of the present invention provide a communication apparatus, system, and method to enable enhanced communication between individual participants by providing behavior recommendations to each participant based on the behavior profile of the other participants while the system also takes theirs into account.
  • the communication system includes a collaboration engine having a knowledge base and a communications manager that facilitates communication between participants in a conversation.
  • the communications manager includes collaborator clients or a collaboration engine plug-in that allows for the receipt of executable instructions pertaining to the behavior profiles of the participants of the communication and transmits queues to the individual participants based on the monitoring of the conversation.
  • the queues may be displayed to the participants on a telephone, computer, smart phone, or other comparable device with a displayable interface.
  • FIG. 10 shows a diagram of a communication system 10 running dynamic executable actions of the exemplary embodiments and/or exemplary methods of the present invention.
  • Communication system 10 may include collaboration engine 20 and communications manager 40.
  • Collaboration engine 20 may house or otherwise have access to knowledge
  • Knowledge base 30 may be an arrangement that may collect and store any acquired knowledge by the system that is later used for retrieval.
  • knowledge base 30 may contain information allowing the building of the executable actions for particular behavior profiles and/or combinations of profiles for entities participating in a specific collaboration. This information related to each participant may include an E-mail address, a phone number, an associated profile type, or other relevant information.
  • Knowledge base 30 may also include definitions of communication type-driven executable actions.
  • Collaboration engine 20 may determine the executable actions after determining that the proposed actions are actionable.
  • Collaboration engine 20 may be situated locally or remotely.
  • Communication manager 40 may interact with collaboration engine 20 through at least one collaborator client.
  • each collaborator client may be embodied as an application integrated on a user terminal, which may be embodied, for example, as a telephone, desktop, laptop, hand-held device, personal digital assistant (PDA), television set- top Internet appliance, mobile telephone, smart phone, iPodTM, iPhoneTM, iPadTM, etc., or as a combination of one or more thereof, or other comparable device.
  • PDA personal digital assistant
  • the collaborator client may interact with the collaboration engine 20 through Web Services, such as, for example, through a representational state transfer (“REST”) interface.
  • REST representational state transfer
  • communications manager 40 may be connected to participants through communication devices 50 and 55, as shown in Figure 1. It should be understood that communications manager 40 is not restricted to connecting to only two devices, since communications manager 40 may be connected to a plurality of communication devices. In an exemplary embodiment, the number of communication devices connected to communications manager 40 at one time may be equal or otherwise correspond to the number of participants in a communication arrangement. In an alternative embodiment, communications manager 40 may be connected to a plurality of communication devices through a computer or communications network.
  • the collaborator clients may be configured on communication devices 50, 55.
  • communication devices 50, 55 may be separate devices from the devices hosting the collaborator clients.
  • Communication devices 50, 55 may be a user terminal, which may be embodied, for example, as a telephone, desktop, laptop, hand-held device, personal digital assistant (PDA), television set-top Internet appliance, mobile telephone, smart phone, iPodTM, iPhoneTM, iPadTM, etc., or as a combination of one or more thereof, or other comparable device.
  • PDA personal digital assistant
  • Communications system 10 may include knowledge base(s) 30, which may be a knowledge base that holds a listing of all behavior profiles that have been created and submitted by external users.
  • collaboration engine 20 may be connected externally to the processor.
  • Exemplary embodiments of the present invention are directed to collaboration engine 20 and its processor(s), which may be implemented using processing circuits or devices or combinations thereof, such as, for example, a central processing unit (CPU) of a personal computer (PC) or other workstation processor.
  • Collaboration engine 20, communications manager 40, and knowledge base 30 may be CPUs or components within a network of computing resources that may execute code provided, for example, on a hardware computer-readable medium including a memory device, to perform one or more of the methods described herein.
  • a participant using communication device 50 may initiate communication with a participant using communication device 55.
  • An initiation of communication may include, but is not restricted to, for example, a telephone call, a videoconference call, an E-mail, an instant message (IM) through a variety of platforms including AIMTM, GChatTM, and FacebookTM Chat, an initiation through an Internet website, and communication through the use of social media, including TwitterTM, FacebookTM, MyspaceTM, Google+TM, and/or other social media platforms.
  • Communications manager 40 may assist in routing the communication from communication device 50 to communication device 55.
  • communications manager 40 may serve as a telecommunications hub that may route calls from communication device 50 to communication device 55.
  • communications manager 40 may act as a server to transmit communication such as E-mail or browser based messages from communication device 50 to communication device 55.
  • communications manager 40 may operate to monitor communications between communication device 50 and communication device 55, and deliver prompts to both devices as determined by the system.
  • measurements may be taken of the communication and compared to specific conditions. These measurements may include, but are not restricted to, response time, talk time, speaker volume, tonality, pitch level, and general psychological measurements.
  • Knowledge base 30 may store a plurality of generated behavior profiles for the communication system 10.
  • communications manager 40 may request behavior profile(s) or behavior profile type(s) from the knowledge base 30 corresponding to the participants who are using devices 50 and 55.
  • Communications manager 40 may request the behavior profile information from the knowledge base 30 by interfacing with the collaboration engine through the respective collaborator clients. These collaborator clients may be implemented on communication devices 50, 55, or implemented on external hardware.
  • Communications manager 40 may request the profiles from the knowledge base 30 by sending a REST message from a collaborator client to the collaborator engine 20.
  • the behavior profiles corresponding to the participants using devices 50 and 55 may be retrieved from knowledge base 30.
  • Collaboration engine 20 may prepare executable instructions corresponding to each of the retrieved profile or use executable actions available in the knowledge base 30 for specific behavior profiles and specific communications types.
  • the executable instructions may include objects that contain data and methods allowing delivery of the collaboration enhancement prompts.
  • Collaboration engine 20 may transmit the executable instructions to communications manager 40 via a REST message through the collaborator clients.
  • Communications manager 40 may transmit a recommendation based on the executable actions to communication device 50, and the recommendation may be correlated to a behavior profile type of the participant on communication device 55. Communications manager may also transmit a recommendation based on the executable instructions to communication device 55 and the interaction between the communication devices. The transmitted recommendation may be correlated to a behavior profile type of the participant on communication device 50.
  • the recommendation queues transmitted to communication devices 50 and 55 may provide information or recommendations for the participant to assist in interaction with the other participants. Recommendations transmitted to each participant may be based on the behavior profile of the other participants, while taking in consideration the behavior profile of the participant for whom the recommendations are built.
  • the system may provide a recommendation for a first participant on communication device 50 on how to interact with a second participant on device 55, based on the behavior profile of the second participant.
  • the recommendation transmitted in the instruction queue to the first participant may also take into consideration the first participant's own behavior profile, and the system may determine that the recommendation is a suitable action for an individual having the first participant's behavior profile to take during an interaction with an individual having the second participant's behavior profile.
  • the system may provide a recommendation for the second participant on communication device 55 on how to interact with the first participant, based on the behavior profile of the first participant.
  • the recommendation transmitted in the instruction queue to the second participant may also take into consideration the second participant's own behavior profile, and the system may determine that the recommendation is a suitable action for an individual having the second participant's behavior profile to take during an interaction with an individual having the first participant's behavior profile.
  • the instructions transmitted by communications manager 40 to the communication devices may provide the participants with information that enhances communication among the participants.
  • recommendations may include (but are not restricted to) the following: suggesting a speaking tone or verbosity for a participant; and action directives for a participant, such as, for example, providing more detail or providing a brief overview.
  • Communications manager 40 may be connected to collaborator clients integrated on user terminals to allow the communications manager 40 to monitor the entire conversation between communication devices 50 and 55.
  • An entire conversation may, for example, refer to a chain of e-mails, an entire telephone conversation, and/or a series of social media messages, etc.
  • Communications manager 40 may actively monitor the conversation and provide additional instruction queues to the communication devices 50 and 55 based on the conversation and the participants' behavior profiles. These additional instruction queues may be transmitted from communications manager 40 to communication devices 50, 55.
  • Figure 2 illustrates various processes for populating behavior profiles that are stored in knowledge base 30.
  • an individual user "Jane D.” may directly submit answers to a questionnaire for behavior pattern analysis. This may constitute a voluntary submission in which an individual directly answers questions about himself.
  • the information submitted by the individual may be processed by available psychometric software to generate a behavior profile for the individual.
  • Behavior profiles may also be generated from the submitted information using available models for analyzing behavior patterns and generating behavior profiles. These models may include, for example, Dominance, Influence, Steadiness, and Compliance (DiSC®), Myers-Briggs Type Indicator (MBTI), and Hermann Brain Dominance Instrument (HBDI).
  • DISC® Dominance, Influence, Steadiness, and Compliance
  • MBTI Myers-Briggs Type Indicator
  • HBDI Hermann Brain Dominance Instrument
  • behavior profiles may be generated using a combination of these various models, or other suitable models or systems.
  • the results of the software or model analysis may be adapted to identify a behavior profile type, and a generated behavior profile for the individual may then be stored in knowledge base 30.
  • external users may submit answers to a questionnaire about a principal, for behavior pattern analysis, which is further shown in Figure 2. This may constitute an indirect submission in which external users, who know the principal, may answer questions about the principal.
  • the information gathered from the questionnaires answered by the external users may be processed by psychometric software or one of the available models and merged to generate a single behavior profile for the individual.
  • a generated behavior profile for the principal may be stored in knowledge base 30, and a behavior profile type for the principal may be then be identified.
  • communication samples originating from an individual user may be used for behavior pattern analysis, which is further illustrated in Figure 2. This may include receiving communication samples from the individual, such as e- mails, FacebookTM and TwitterTM messages, instant messages, or lectures created by the individual. These samples may be processed by the psychometric software or one of the available models or systems to generate a behavior profile for the individual. A generated behavior profile for the individual may be stored in knowledge base 30 and a behavior profile type of the individual may then be identified.
  • Figure 3 shows a flow diagram of the process (which may be implemented in a computer system or network) for building dynamic executable actions of the communication system by retrieving behavior profiles for each participant in a communication.
  • Knowledge base 30 may be prepopulated with executable actions for each of the generated behavior profiles.
  • the configured executed actions may be based on interchange between the communications manager 40 and the collaboration engine 20 through the collaborator clients.
  • Collaboration engine 20 may be driven by objects from knowledge base 30 that describe a variety of executable actions for each profile type.
  • a subset of the executable actions may be used for a particular type of communication engagement.
  • a subset of executable actions may have a general type applicability and may apply to all forms of communications.
  • a subset may carry specific type instructions that are only used for a specific communications medium.
  • different subsets may be used for E-mail and phone communications.
  • General type executable actions provided for both E-mail and phone may include ⁇ do> or ⁇ donot>.
  • specific type executable actions for E-mail may include ⁇ do4email> or ⁇ detailemail>, actions that may not be compatible with a phone conversation.
  • a unique key may be used to retrieve executable actions based on a participant's behavior profile from the knowledge base 30.
  • An E-mail address may be particularly suitable as a unique key, since an E-mail address cannot be reassigned to another user.
  • a participant's E-mail address may be taken from an E-mail correspondence, or if a communication medium (such as, for example, a social media platform) is used to communicate between participants, the E-mail address associated with the social media account may be used as the unique key to retrieve the participant's behavior profile.
  • a participant's phone number may be used to retrieve the participant's E-mail address, since a phone number may be associated with an E-mail address.
  • communications manager 40 determines a phone number from one of communication devices 50 or 55.
  • the collaborator clients may transmit the phone number to collaboration engine 20 to retrieve an E-mail address associated with the phone number.
  • collaboration engine 20 may check knowledge base 30 to determine if there is an E-mail for a participant with that particular phone number.
  • collaboration engine 20 may move to step 72.
  • collaboration engine 20 may build default executable actions using a default behavior pattern from a most common behavior profile.
  • the system may transmit these default actions back to the communications manager 40 through the collaborator clients, which may then run the actions and transmit them, in step 74, to the communication devices.
  • the communications manager 40 may run the default executable actions by monitoring the communication and sending recommendations to the participants as determined by the default executable actions.
  • collaboration engine 20 finds an E-mail address associated with a phone number in step 64, the system may move to step 66, in which collaboration engine 20 may retrieve the associated E-mail address.
  • collaboration engine 20 may check knowledge base 30 to determine whether a participant is associated with the E-mail address, so as to determine a behavior profile type of the participant. In some instances, for example, an E- mail address may be stored in knowledge base 30, but there may be no stored behavior profile information pertaining to the participant. If the participant is not found by collaboration engine 20, the system may move to step 72, in which the collaboration engine 20 may build default executable actions using a default behavior pattern or retrieve default executable actions from the knowledge base 30.
  • step 68 if the participant is found by collaboration engine 20, the system may move to step 70, in which the collaboration engine 20 may build user specific executable actions based on the behavior profile type of the participant. Communications manager 40 may identify the profile type for each user by making web service calls to collaboration engine 20, in which collaboration engine monitors each user.
  • the system may then transmit these user specific executable actions back to the communications manager 40 through the collaborator clients, which may run the actions and transmit them to the communication devices in step 74, in which the communications manager 40 may run the user-built executable actions by monitoring the communication and sending recommendations to the participants as determined by the user built executable actions.
  • FIG. 4 shows a diagram of communication system 10 during its operation.
  • a first participant initiates a communication with a second participant.
  • This communication may be routed through communications manager 40.
  • the collaborator clients or a collaboration plug-in may request the behavior profiles and related executable actions for the first and second participants from the knowledge base 30. This request may be made using an E-mail address or phone identifier as depicted in Figure 3.
  • executable actions related to a behavior type of the first participant may be sent from collaboration engine 20 to communications manager 40 through the collaborator clients, along with executable actions related to a behavior type of the second participant.
  • communications manager 40 may transmit an initial set of executable actions based on the second participant, to the first participant. Communications manager 40 may also transmit an initial set of executable actions based on the first participant, to the second participant.
  • the communications manager 40 may monitor the entirety of the communications among all of the participants by measuring response time, tonality, pitch level, or general psychological measurements, and the system may deliver additional executable actions to the participants to assist in the enhancement of the conversation.
  • Some executable actions may be only involved by a triggering events such as a screen prompt.
  • a participant may be given the prompt: "Calm down and propose to table this topic for now ".
  • This screen prompt may, for example, be a result of the trigging event "high pitch of voice” or "high volume of voice”.
  • Participant 1 may be classified by collaboration engine 30 as having the behavior type of a highly dominant person.
  • Participant 2 may be classified by collaboration engine 30 as having the behavior type of a steady person.
  • the instruction prompts displayed to the individual participants may be displayed in the text boxes below.
  • Each of the participants may receive an initial executable action as soon as communication is initiated and before dialog begins.
  • communication system 10 may enhance the conversation between individuals having distinct behavior types. Both participants may receive initial recommended actions at the beginning of the conversation.
  • communication system 10 may provide an initial recommendation for Participant 1 to provide detail in the conversation and speak in a slow manner, based on a determination of the behavior profile type of Participant 2.
  • Communication system 10 may provide, for example, based on a determination of the behavior profile type of Participant 1, an initial recommendation for Participant 2 to speak faster.
  • Communication system 10 which may monitor the conversation through the collaboration manager 40 and the collaborator clients, may provide additional recommended actions to the participants as needed.
  • communication system 10 may recommend to Participant 2 to avoid being overwhelmed and seek clarification from Participant 1.
  • Communication system 10 may also communicate to Participant 1 that Participant 2 needs more detail to respond to Participant 1 's inquiry.
  • Communication system 10 may also provide additional recommendations to Participant 1 to remain non-threatening as the communications manager 40 determines that Participant 1 may be agitated.

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Abstract

La présente invention concerne un appareil et un système permettant d'améliorer des communications numériques à l'aide de profils de comportement des participants et comportant : un moteur de collaboration ayant une base de connaissances de profils comportementaux, le moteur de collaboration étant un agencement d'infonuagique Internet dans lequel la base de connaissances de profils comportementaux contient des profils comportementaux d'au moins deux participants ; un agencement de communication ayant un module de collaboration destiné à la communication avec le moteur de collaboration ; et au moins deux agencements terminaux de communication servant à établir une session de communication entre les deux participants ou plus. La présente invention concerne également un procédé apparenté.
PCT/US2012/063344 2011-11-04 2012-11-02 Appareil, système et procédé pour des communications numériques commandées par des profils de comportement des participants WO2013067365A1 (fr)

Priority Applications (3)

Application Number Priority Date Filing Date Title
PCT/US2013/032592 WO2014070238A1 (fr) 2012-11-02 2013-03-15 Appareil, système et procédé pour des communications numériques commandées par des profils de comportement des participants
US14/440,030 US20150304381A1 (en) 2012-11-02 2013-03-15 Apparatus, system, and method for digital communications driven by behavior profiles of participants
EP13852239.6A EP2915077A4 (fr) 2012-11-02 2013-03-15 Appareil, système et procédé pour des communications numériques commandées par des profils de comportement des participants

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US201161628691P 2011-11-04 2011-11-04
US61/628,691 2011-11-04

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