TECHNICAL FIELD
Embodiments of the present invention generally relate to communication
systems. In particular, embodiments of the present invention relate to a system
and method for determining a severity level of a communication.
5 BACKGROUND
This section is intended to provide information relating to general state of the art
and thus any approach/functionality described below should not be assumed to
be qualified as a prior art merely by its inclusion in this section.
Traditionally, users were communicating with each other through posts. With the
10 advancement in the technology, landline phones become the primary source for
communicating with each other. The future developments in the technology has
introduced new sources such as mobile phones, electronic emails and instant
messaging which are used in today’s scenario for communication. Such
developments have been immensely adopted by the users due to the reason of
15 fast as well as instant communication involving very less time to deliver
messages to other users.
Such reasons have also caused the corporates/organizations to adopt, use and
rely on mobile phones, electronic emails and instant messaging for
communication purpose. Currently, the corporates/organizations primarily rely
20 on electronic mails and instant messaging for internal and external
communication. Further, the corporates/organizations exchange thousands of
electronic mails per day internally and with clients. Each exchanged electronic
mail is important and of relevance as these electronic mails intend to resolve the
queries from one or more clients and assist the clients in every possible way.
25 Specifically, in a situation of a complaint from the clients for sending an
inappropriate electronic mail to the clients, the client satisfaction and trust
hampers which results in losing the client’s faith and sometimes the client itself.
3
Thus, each electronic mail is required to understand, monitor, and review for
quality purpose and for deriving insights for taking informed decisions. Currently,
as of now, manual intervention is required through a means of an administration
to understand, monitor, and review such communication. This manual
intervention consumes 5 time and does not ensure quality to understand, monitor,
and review the exchanged communication.
Therefore, in view of above‐mentioned problems in the existing solutions, there
is a need for a method and system that automatically understands, monitors,
and reviews the communication between users, automatically derive insights
10 from the communication and generate recommendations that helps in taking
informed decision.
SUMMARY
This section is provided to introduce certain aspects of the present invention in a
simplified form that are further described below in the detailed description. This
15 summary is not intended to identify the key features or the scope of the claimed
subject matter.
Embodiments of the present invention may relate to a method for determining a
severity level for the at least one category of at least one communication
between a first user and a second user, the method comprising: receiving the at
20 least one communication from the first user wherein the at least one
communication is intended to the second user, and the at least one
communication comprises at least one first content; fetching at least one historic
data in an event the at least one communication is in response to a previous
communication, wherein the at least one historic data corresponds to the
25 previous communication; determining at least one tone score of the at least one
communication based on an analysis of at least one of the at least one
communication, the at least one historic data, a first user profile, and a second
4
user profile, wherein the first user profile and the second user profile correspond
to the first user and the second user, respectively, and the at least one tone
score corresponds to the at least one category; and determining at least one
severity level for the at least one category of the at least one communication on
the basis of a comparison 5 of the tone score with a predetermined threshold
tone.
Embodiments of the present invention may relate to a system for determining a
severity level for at least one category of at least one communication between a
first user and a second user, the system comprising: a receiver configured to:
10 receive the at least one communication from the first user, wherein the at least
one communication is intended to the second user, and the at least one
communication comprises at least one first content; a fetching unit configured
to: fetch at least one historic data in an event the at least one communication is
in response to a previous communication, wherein the at least one historic data
15 corresponds to the previous communication; and a processing configured to:
determine a tone score of the at least one communication based on an analysis
of at least one of the at least one communication, the previous communication,
a first user profile, and a second user profile, wherein the first user profile and
the second user profile correspond to the first user and the second user,
20 respectively, and the at least one tone score corresponds to the at least one
category; and determine at least one severity level for the at least one category
on the basis of a comparison of the tone score with a predetermined threshold
tone.
BRIEF DESCRIPTION OF THE DRAWINGS
25 The accompanying drawings, which are incorporated herein, and constitute a
part of this present invention, illustrate exemplary embodiments of the disclosed
methods and systems in which like reference numerals refer to the same parts
throughout the different drawings. Components in the drawings are not
5
necessarily to scale, emphasis instead being placed upon clearly illustrating the
principles of the present invention. Also, the embodiments shown in the figures
are not to be construed as limiting the invention, but the possible variants of the
method and system according to the invention are illustrated herein to highlight
the advantages of the invention. It 5 will be appreciated by those skilled in the art
that disclosure of such drawings includes disclosure of electrical components or
circuitry commonly used to implement such components.
FIG.1 illustrates an exemplary system architecture [100] representing
communication between a first user and a second user, in accordance with an
10 embodiment of the present invention.
FIG.2 illustrates an exemplary server [200] for automatically determining a
severity level of a communication between a first user and a second user, in
accordance with an exemplary embodiment of the present invention.
FIG.3 illustrates an exemplary method flow diagram [300] for automatically
15 determining a severity level of a communication between a first user and a
second user, in accordance with an exemplary embodiment of the present
invention.
DETAILED DESCRIPTION
In the following description, for the purposes of explanation, various specific
20 details are set forth in order to provide a thorough understanding of
embodiments of the present invention. It will be apparent, however, that
embodiments of the present invention may be practiced without these specific
details. Several features described hereafter can each be used independently of
one another or with any combination of other features. An individual feature
25 may not address any of the problems discussed above or might address only one
of the problems discussed above. Some of the problems discussed above might
not be fully addressed by any of the features described herein. Example
6
embodiments of the present invention are described below, as illustrated in
various drawings in which like reference numerals refer to the same parts
throughout the different drawings.
As illustrated in FIG.1, the present invention illustrates an exemplary system
architecture [100] 5 representing communication between a first user and a
second user, in accordance with an embodiment of the present invention. The
exemplary system architecture [100] depicts: a first user [104A] associated with a
first device [106A], a second user [104B] associated with a second device [106B],
a third user [104C] associated with a third device [106C], a fourth user [104D]
10 associated with a fourth device [106D], a fifth user [104E] associated with a fifth
device [106E], a sixth user [104F] associated with a sixth device [106F], a seventh
user [104G] associated with a seventh device [106G], and an eight user [104H]
associated with an eight device [106H]. Each device [106A‐106H] further
connected to a server [200] through a network [102] for communicating with
15 each other. In an event, at least one communication is initiated by the first user
[104A] associated with the first device [106A] intended for the second user
[104B] associated with the second device [106B], the at least one communication
is routed through the server [200] using the network [102].
As used herein, the at least one communication may refer to, but not limited to,
20 a text message, a video message, a voice message, an electronic mail message, a
social network post, an instant message, any such communication that is obvious
to a person skilled in the art.
As used herein, the device [106A‐106H] may include, but are not limited to, a
mobile phone, a tablet, a phablet, a laptop, a desktop computer, a personal
25 digital assistant (PDA), a wearable device, a plain old telephone service device
and any such device obvious to a person skilled in the art. Further, the device
[106A‐106H] may have, but not limited to, a processor, a memory, a
7
display/interface, and an input means such as a hard keypad and/or a soft
keypad.
As used herein, the network [102] may refer to any network service provider
enabling the device [106A‐106H] to avail one or more services, such as internet.
Such network [102] may include, but 5 are not limited to, a WiFi network, a LTE
network, a cellular network and any such obvious to a person skilled in the art.
As illustrated in FIG.2, the present invention illustrates an exemplary server [200]
for automatically determining a severity level of a communication between the
first user [104A] and the second user [104B] through the, respective, first device
10 [106A] and the second device [106B], in accordance with an exemplary
embodiment of the present invention. The exemplary server [200] comprises of,
a receiver [202], a transmitter [204], a processing unit [206], a memory [208], a
profiler module [210], a fetching unit [212], an I/O interface [214], a
recommendation unit [216] and a historic data unit [218].
15 In an event, the at least one communication is initiated by the first user [104A]
associated with the first device [106A] intended for the second user [104B]
associated with the second device [106B], the communication is routed through
the server [200] using the network [102].
The receiver [202] is configured to receive the at least one communication from
20 the first user [104A] associated with the first device [106A], wherein the at least
one communication is intended for the second user [104B] associated with the
second device [106B]. Further, the at least one communication may comprise a
first content. Such content may refer to a message portion/part of the at least
one communication. Moreover, the receiver [202] is configured to receive
25 communications from other devices [106B‐106H].
8
The transmitter [204] is configured to transmit one or more updates to each
device [106A‐106H], transmit alerts as well as information for users [104A‐104H]
and any such information that is obvious to a person skilled in the art.
Once the receiver [202] of the server [200] receive the at least one
communication, the fetching 5 unit [212] is configured to fetch/extract at least one
historic data from the historic data unit [218]. Further, the at least one historic
data is fetched/extracted by the fetching unit [212] in an event the at least one
communication is in response to a previous communication, wherein the at least
one historic data corresponds to the previous communication. For instance, if
10 the first user [104A] has previously communicated with the second user [104B]
or vice‐versa, in such instances, all previous communications are
fetched/extracted. Furthermore, the previous communications include the at
least one historic data. Such at least one historic data of the previous
communications may refer to content of the previous communications. In an
15 event, the previous communication is an electronic mail, then the content (i.e.
the at least one historic data) of the previous electronic mails are
fetched/extracted.
The processing unit [206] communicatively coupled to the memory [208], is
configured to automatically determine at least one tone score of the at least one
20 communication based on an analysis of at least one of the at least one
communication, the at least one historic data, a first user profile, and a second
user profile. Further, the at least one tone score corresponds to at least one
category. In an embodiment, the first user profile and the second user profile are
maintained at the profiler module [210] of the server [200]. In another
25 embodiment, the first user profile and the second user profile are maintained
locally at the devices [106A‐106H]. The processing unit [206] as used herein may
include, but is not limited to, a processor or set of processors such as a
microprocessor, a multi‐core microprocessor, a digital signal processor, a
9
collection of electronic circuits, or a combination thereof and may be configured
to perform operations /functions as described herein. Further, the memory [208]
may include, but is not limited to, a volatile memory, non‐volatile memory, a
remote storage, a cloud storage, high‐speed random‐access memory and/or nonvolatile
memory, such as 5 one or more magnetic disk storage devices, one or
more optical storage devices, and/or flash memory (e.g., NAND, NOR) or a
combination thereof.
Furthermore, the processing unit [206] is also configured to automatically
determine at least one severity level for the at least one category of the at least
10 one communication on the basis of a comparison of the tone score with a
predetermined threshold tone.
Moreover, once the processing unit [206] automatically determines the at least
one severity level for the at least one category, the recommendation unit [216] is
configured to recommend at least one corrective measure based on the at least
15 one severity level. Such corrective measure may be taken by one of the server
[200] and an administrator in order to reduce the at least one severity level and
may include, but not limited to, sending an apology to a client, sending an offer
to other users etc.
The I/O interface [214] is an input/output interface of the server [200] and is
20 configured to receive an input from the administrator and exhibit an output
based on the input provided.
Although the exemplary Figure 2 represents the historic data unit [218] and the
profiler module [210] which are shown outside the memory [208]; however, any
such units and modules may be included inside the memory [208] of the server
25 [200].
10
As used herein, the at least one tone score may refer to a numeric value
reflecting a tone used by the user [104A‐104H] for the at least one category,
during the at least one communication between the first user [104A] and the
second user [104B].
As used herein, the at least one category may 5 include at least one of a subject of
the at least one communication, the user [104A‐104H], a problem‐statement of
the at least one communication, at least one project any such category that is
obvious to a person skilled in the art. In an embodiment, a high score may
represent bad tone, an average score may represent an acceptable tone, and a
10 low score may represent a good tone.
As used herein, the at least one severity level determined for the at least one
category may refer to a harness/rudeness reflecting during the at least one
communication between the first user [104A] and the second user [104B]. In an
embodiment, the at least one severity level is represented by a numeric value. In
15 another embodiment, the at least one severity level is represented by different
colours, such as green colour representing no severity level, yellow colour
representing an average severity level, and red colour representing a bad
severity level. In another embodiment, the at least one severity level is
represented by using bars of different height and width, such as bar with largest
20 height represents a bad severity level, a bar with average height represents an
average severity level, and a bar with low/less height represents no severity
level. Any such representation may be used by the server to exhibit the at least
one severity level.
An exemplary user profile is illustrated below in Table 1.
A Name of The User John Mathew
A Unique Identifier Associated with The User K1009
A Detail Corresponding to The Device Associated
with The User
Android version 6.1,
OnePlus 5T device
A Location of The User India
11
Table 1
As used herein, the user profile may include at least one of a name of the user
[104A‐104H], a unique identifier associated with the user [104A‐104H], a detail
corresponding to the device [106A‐106H] associated with the user [104A‐104H],
a location of the user 5 [104A‐104H], a cultural sensitivity associated with the user
[104A‐104H], an average time taken by the user [104A‐104H] for responding to
at least one communication, a number of escalation made by the user [104A‐
104H], a number of escalation for the user [104A‐104H], a total number of at
least one communication sent by the user [104A‐104H], a total number of at
10 least one communication received by the user [104A‐104H], a total number of
unique subject associated with the user [104A‐104H], a total number of
communications associated with the user [104A‐104H] where the at least one
tone score is below a pre‐determined value, a total number of communications
A Cultural Sensitivity Associated with The User
An Average Time Taken by The User for Responding
To At Least One Communication
2.6 minutes
A Number of Escalation Made by The User 10
A Number of Escalation for The User 29
A Total Number Of At Least One Communication
Sent by The User
1600
A Total Number Of At Least One Communication
Received by The User
2500
A Total Number of Unique Subject Associated with
The User
190
A Total Number of Communications Associated with
The User Where The At Least One Tone Score Is
Below A Pre‐Determined Value
10
A Total Number of Communications Associated with
the User Where The At Least One Tone Score Is
Above A Pre‐Determined Value
50
A Total Number of Communications Associated with
the User Where The At Least One Severity Level Is
Below A Pre‐Determined Threshold
9
A Total Number of Communications Associated with
the User Where The At Least One Severity Level Is
Above A Pre‐Determined Threshold
1
12
associated with the user [104A‐104H] where the at least one tone score is above
a pre‐determined value, a total number of communications associated with the
user [104A‐104H] where the at least one severity level is below a pre‐determined
threshold, a total number of communications associated with the user [104A‐
104H] where the at least one 5 severity level is above a pre‐determined threshold,
any such information that is obvious that a person skilled in the art. Moreover,
the user profile of the user [104A‐104H] is dynamically updated based on the at
least one communication and the previous communication between the first
user [104A] and the second user [104B]. The user profile of the user [104A‐104H]
10 is also dynamically updated based on the at least one communication and the
previous communication between the first user [104A], the second user [104B]
and the other users connected with the server [200] through the network [102].
As illustrated in FIG.3, the present invention illustrates an exemplary method
flow diagram [300] for automatically determining the severity level of the at least
15 one communication between the first user [104A] and the second user [104B], in
accordance with an exemplary embodiment of the present invention, wherein
the method being performed by one of the server [200] and the device [106A‐
106H]. The method flow initiates at step 302.
At step 304, receiving the at least one communication from the first user [104A]
20 associated with the first device [106A], wherein the at least one communication
is intended for the second user [104B] associated with the second device [106B].
Further, the at least one communication may comprise the first content. Such
content may refer to the message portion/part of the at least one
communication.
25 At step 306, a automatic determination is made by the server the at least one
communication is in response to the previous communication. If yes, the method
follows at step 308 that includes fetching/extracting the at least one historic data
in an event the at least one communication is in response to the previous
13
communication, wherein the at least one historic data corresponds to the
previous communication. For instance, if the first user [104A] has previously
communicated with the second user [104B] or vice‐versa, in such instances, all
previous communications are fetched/extracted. Furthermore, the previous
communications include the at least 5 one historic data. Such at least one historic
data of the previous communications may refer to content of the previous
communications. In an event, the previous communication is an electronic mail,
then the content (i.e. the at least one historic data) of the previous electronic
mails are fetched/extracted.
10 At step 310, if the at least one communication is not in response to the previous
communication, automatically determine at least one tone score of the at least
one communication based on an analysis of at least one of the at least one
communication, the at least one historic data, the first user profile, and the
second user profile. Further, the at least one tone score corresponds to the at
15 least one category.
Step 312 includes automatically determining the at least one severity level for
the at least one category of the at least one communication on the basis of the
comparison of the tone score with the predetermined threshold tone.
Then, the method [300] may end at step 314.
20 The present invention encompasses a system and a method for automatically
identifying one or more patterns from the at least one communication
exchanged between the users [104A‐104H] and validating information pertaining
to the at least one communication. The present invention further encompasses
deep learning, machine learning, natural language processing and artificial
25 intelligence to dynamically create as well as update one or more profiles in the
profiler module [210], to dynamically recommend the at least one corrective
14
measure using the recommendation unit [216], and dynamically process the at
least one communication using the processing unit [206].
The present invention provides technical advancement over the existing prior
arts and such technical advancement are as follows: (1) the present invention
automatically determines the severity 5 level for the at least one communication;
(2) the present invention automatically determines the tone score for the at least
one communication; (3) the present invention eliminates human effort for
automatically determining the severity level for the at least one category of the
at least one communication; (4) the present invention reduces time for
10 automatically determining the severity level for the at least one category of the
at least one communication; and (5) the present invention encompasses several
deep learning, machine learning, natural language processing and artificial
intelligence for automatically determining the severity level.
Although, the present invention has been described with respect to the
15 exemplary system architecture [100] where the first user [104A] associated with
first device [106A] is communicating with the second user [104B] associated with
second device [106B]; however, it will be appreciated by those skilled in the art
that the present invention encompasses any number of user communicating
with any other user using any device.
20 The units, interfaces, modules, and components depicted in the figures and
described herein may be present in the form of a hardware, a software and a
combination thereof. Connection/s shown between these
units/components/modules/interfaces in the exemplary system architecture
[100], the server [200] (the receiver [202], the transmitter [204], the processing
25 unit [206], the memory [208], the profiler module [210], the fetching unit [212],
the I/O interface [214], the recommendation unit [216] and the historic data unit
[218]), the users [104A‐104H] and the devices [106A‐106H] may interact with
15
each other through various logical links and/or physical links. Further, the
units/components/modules/interfaces may be connected in other possible ways.
Though a limited number of the users [104A‐104H], the devices [106A‐106H], the
server [200] (the receiver [202], the transmitter [204], the processing unit [206],
the memory [208], the profiler 5 module [210], the fetching unit [212], the I/O
interface [214], the recommendation unit [216] and the historic data unit [218])
units, interfaces, modules and components, have been shown in the figures;
however, it will be appreciated by those skilled in the art that the users [104A‐
104H], the devices [106A‐106H], the server [200] (the receiver [202], the
10 transmitter [204], the processing unit [206], the memory [208], the profiler
module [210], the fetching unit [212], the I/O interface [214], the
recommendation unit [216] and the historic data unit [218])] of the present
invention encompasses any number and varied types of the entities/elements
such the users [104A‐104H], the devices [106A‐106H], the server [200] (the
15 receiver [202], the transmitter [204], the processing unit [206], the memory
[208], the profiler module [210], the fetching unit [212], the I/O interface [214],
the recommendation unit [216] and the historic data unit [218]), the units,
interfaces, modules and components.
While considerable emphasis has been placed herein on the disclosed
20 embodiments, it will be appreciated that many embodiments can be made and
that many changes can be made to the embodiments without departing from the
principles of the present invention. These and other changes in the embodiments
of the present invention will be apparent to those skilled in the art, whereby it is
to be understood that the foregoing descriptive matter to be implemented is
25 illustrative and non‐limiting.
16
We Claim:
1. A method [300] for determining a severity level for at least one category
of at least one communication between a first user [104A] and a second
user [104B], the method [300] comprising:
‐ receiving the at 5 least one communication from the first user [104A],
wherein
the at least one communication is intended to the second user
[104B], and
the at least one communication comprises at least one first
10 content;
‐ fetching at least one historic data in an event the at least one
communication is in response to a previous communication, wherein
the at least one historic data corresponds to the previous
communication;
15 ‐ determining at least one tone score of the at least one
communication based on an analysis of at least one of the at least one
communication, the at least one historic data, a first user profile, and
a second user profile, wherein
the first user profile and the second user profile correspond to the
20 first user [104A] and the second user [104B], respectively, and
the at least one tone score corresponds to the at least one
category; and
‐ determining at least one severity level for the at least one category of
the at least one communication on the basis of a comparison of the
25 tone score with a predetermined threshold tone.
17
2. The method [300] as claimed in claim 1, further comprising
recommending at least one corrective measure based on the at least one
severity level.
3. The method [300] as 5 claimed in claim 1, wherein the at least one
communication and the previous communication may be one of a text
message, a video message, a voice message, an electronic mail message,
a social network post, and an instant message.
4. The method [300] as claimed in claim 1, wherein the first profile and the
10 second profile are dynamically updated based on the at least one
communication between the first user [104A] and the second user
[104B].
5. The method [300] as claimed in claim 1, wherein the first profile and the
second profile are dynamically updated based on communications
15 between the first user [104A] and the second user [104B] and the other
users [104C‐104H].
6. The method [300] as claimed in claim 1, the first user profile and the
second user profile are maintained at the server [200].
7. The method [300] as claimed in claim 1, the first user profile and the
20 second user profile are received from the first user [104A] and the second
user [104B], respectively.
8. A system [200] for determining a severity level for at least one category
of at least one communication between a first user [104A] and a second
user [104A], the system [200] comprising:
25 ‐ a receiver [202] configured to:
18
receive the at least one communication from the first user [104A],
wherein
the at least one communication is intended to the second
user [104B], and
the 5 at least one communication comprises at least one first
content;‐ a fetching unit [212] configured to:
fetch at least one historic data in an event the at least one
communication is in response to a previous communication,
10 wherein the at least one historic data corresponds to the previous
communication; and
‐ a processing unit [206] configured to:
determine a tone score of the at least one communication based
on an analysis of at least one of the at least one communication,
15 the previous communication, a first user profile, and a second
user profile, wherein the first user profile and the second user
profile correspond to the first user [104A] and the second user
[104B], respectively, and the at least one tone score corresponds
to the at least one category; and determine at least one severity
20 level for the at least one category on the basis of a comparison of
the tone score with a predetermined threshold tone.