Personalized Communication Processing System for Dynamic Call Routing
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Solution Overview
Problem
Current communication systems lack personalized processing capabilities to effectively manage incoming communications based on user relationships and states, leading to inefficient handling of calls, messages, and other communications.
Innovation Solution
A personalized communication processing system (PCPS) that intercepts incoming communications, identifies calling party information, determines relevant contact categories and user states, and applies personalized processing rules to route or treat the communication accordingly, utilizing presence, location, and calendar information.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If traditional communication systems are used, then basic communication functionality is provided, but personalized processing capabilities are lacking leading to inefficient handling of calls and messages
Solution Approach 1:
The communication processing system dynamically adapts its behavior based on real-time user state information (location, presence, calendar events) and calling party characteristics. The system transitions from static, one-size-fits-all communication handling to dynamic, context-aware processing that adjusts routing and notification strategies based on current conditions.
Solution Approach 2:
The system changes processing parameters such as routing destination, notification method, and priority level based on varying inputs including user state parameters (location, calendar availability, presence status) and calling party parameters (relationship category, historical interaction data). This enables efficient communication handling by selecting optimal processing paths for each scenario.
2Ease of operation
If personalized processing rules are implemented, then user experience is enhanced, but system complexity increases
Solution Approach 1:
The personalized processing system is segmented into distinct functional modules: user state determination module (analyzing location, presence, calendar), calling party identification module (categorizing contacts), rule evaluation module (matching scenarios to processing rules), and communication routing module (executing selected actions). This modular architecture manages system complexity by organizing functions into independent, manageable components.
Solution Approach 2:
The patent introduces intermediary components including a profile database that stores user preferences and contact information, and a rule engine that mediates between raw input data and communication processing decisions. These intermediaries simplify the overall system architecture by centralizing complex logic in dedicated components rather than distributing it throughout the entire system.
3Measurement precision
If multiple data sources are integrated for personalized processing, then communication accuracy is improved, but information processing requirements increase
Solution Approach 1:
The system performs preliminary actions by pre-processing and caching user state information (location, presence, calendar events) and calling party data before they are needed for communication routing. Contact categories and user preferences are pre-established in databases, reducing the computational burden during actual communication processing events and lowering energy requirements.
Solution Approach 2:
The system applies partial processing by selectively retrieving and analyzing only the most relevant data sources for each communication event rather than processing all available information. The rule evaluation mechanism prioritizes high-impact factors (such as user availability and calling party importance) while optionally considering secondary factors, thereby improving routing accuracy with reduced processing energy consumption.
Data Source
AI summary
Systems and methods for providing a personalized communication processing service are disclosed. In one embodiment, a personalized communication processing system (PCPS) can include a processor, an input/output interface, and a memory. The memory can be configured to store instructions, executable by the processor to intercept an incoming communication from a calling party, identify calling party information, determine a contact category to which the calling party is logically associated based upon a recognized relationship between the called party and the calling party as defined in the contact category, determine a user state of the called party that identifies conditions under which a communication processing treatment is to be provided for the contact category according to a personalized communication processing rule, apply the rule associated with the determined user state and the determined contact category, and process the incoming communication according to the applied personalized processing rule.