Automated receiver message sentiment analysis, classification and prioritization

Techniques are provided for performing automated operations to analyze and prioritize incoming user messages. An indication of a message sent to a recipient user is received. Based at least in part on configuration information associated with the recipient user, the received message is analyzed. Analyzing the received message includes at least one of determining sentiments associated with the received message, determining intentions associated with the received message, determining document classes associated with the received message, and generating summary information corresponding to the received message. Based at least in part on the analyzing of the received message, a prioritized listing of multiple messages associated with the recipient user, including the received message, is displayed to the recipient user.

BACKGROUND

This disclosure relates to a method and a system to perform automated operations for incorporating automated sentiment analysis, document classification, text summarization, and prioritization of incoming messages intended for recipient users.

Reading through all the messages we receive on a daily or weekly basis is time-consuming. Such messages typically include extraneous information the recipient user does not care about, but which the recipient user must at least skim in order to locate and identify any information in the message that is relevant and/or important. Such messages may also contain useful sentiment information that may not be properly utilized by the recipient user or their organization.

SUMMARY

According to at least one embodiment, a method for analyzing and prioritizing incoming user messages. The method is implemented by one or more computing systems and comprises receiving an indication of a message sent to a recipient user, and analyzing, based at least in part on configuration information associated with the recipient user, the received message. Analyzing the received message includes at least one of determining one or more sentiments associated with the received message, determining one or more intentions associated with the received message, determining one or more document classes associated with the received message, and generating summary information corresponding to the received message. The method further comprises displaying, based at least in part on the analyzing of the received message, a prioritized listing to the recipient user of multiple messages associated with the recipient user. The prioritized listing of multiple messages includes the received message.

According to another embodiment, a non-transitory computer-readable storage medium has stored contents that, when executed, configures a computing system to perform a method for analyzing and prioritizing incoming user messages that comprises receiving an indication of a message sent to a recipient user, and analyzing, based at least in part on configuration information associated with the recipient user, the received message. Analyzing the received message includes at least one of determining one or more sentiments associated with the received message, determining one or more intentions associated with the received message, determining one or more document classes associated with the received message, and generating summary information corresponding to the received message. The method further comprises displaying, based at least in part on the analyzing of the received message, a prioritized listing to the recipient user of multiple messages associated with the recipient user. The prioritized listing of multiple messages includes the received message.

According to another embodiment, a computing system comprises one or more processors and at least one memory that includes instructions that, upon execution by a processor, cause the computing system to perform a method for analyzing and prioritizing incoming user messages. The method comprises receiving an indication of a message sent to a recipient user, and analyzing, based at least in part on configuration information associated with the recipient user, the received message. Analyzing the received message includes at least one of determining one or more sentiments associated with the received message, determining one or more intentions associated with the received message, determining one or more document classes associated with the received message, and generating summary information corresponding to the received message. The method further comprises displaying, based at least in part on the analyzing of the received message, a prioritized listing to the recipient user of multiple messages associated with the recipient user. The prioritized listing of multiple messages includes the received message.

DETAILED DESCRIPTION

One or more embodiments described herein enable one or more processor-based computing systems to reduce user time required to review incoming messages by providing techniques incorporating automated sentiment analysis, document classification, text summarization, and prioritization with respect to such messages. Additionally, sentiment data performed on such user messages may provide both recipient users and their organizations with beneficial information, such as a variety of organizational message analytics. Such analytics may, for example, be beneficial for determining employee satisfaction, stress levels, overall satisfaction of message recipients or senders, etc. In one or more embodiments, some or all of the techniques described herein may be performed by a Message Sentiment, Classification, and Prioritization (MSCP) system.

Aspects of particular techniques described herein may also be described within U.S. patent application Ser. No. 15/275,660, entitled “AUTOMATED MESSAGE SENTIMENT ANALYSIS AND AGGREGATION,” which is hereby incorporated herein in its entirety.

As used herein, the term “message” refers to any text-based communication intended for a user, and may in at least some embodiments include multimedia messages, e-mail messages, and textual messages that include additional non-text items.

In certain embodiments, the MSCP system may operate in conjunction with an email application associated with a user that is the recipient of one or more messages received for analysis by the MSCP system, such as via a software application plugin executed in conjunction with the email application.

FIG. 1illustrates a block diagram of a networked computing system100for use as an MSCP system in performing various techniques described herein. Such techniques may be performed or otherwise implemented via hardware, software (e.g., firmware), or combination thereof. In an exemplary embodiment, the methods described herein are implemented in hardware as the depicted MSCP system, which may include the microprocessor of a special or general-purpose digital computer, such as a personal computer, workstation, minicomputer, or mainframe computer. The computing system100therefore includes computer105.

In the illustrated embodiment ofFIG. 1, the computer105includes a processor110, a sentiment analysis engine111, a classification engine112, an intention analysis engine113, a prioritization engine114, a memory115coupled to a memory controller120, internal storage125, and one or more input and/or output (I/O) devices150that are communicatively coupled to the computer105via a local input/output controller135, which in the illustrated embodiment is further communicatively coupled to external storage130. The input/output controller135may include one or more buses or other wired or wireless connections, as is known in the art. The input/output controller135may further include additional elements, which are omitted for simplicity, such as controllers, buffers (caches), drivers, repeaters, and receivers, to facilitate communications. Further, the local interface may include address, control, and/or data connections to facilitate appropriate communications among the aforementioned components.

Also in the illustrated embodiment, the processor110is a hardware device for executing hardware instructions or software, particularly that stored in memory115. The processor110can be any custom made or commercially available processor, a central processing unit (CPU), an auxiliary processor among several processors associated with the general-purpose computer105, a semiconductor based microprocessor (in the form of a microchip or chip set), a macroprocessor, or generally any device for executing instructions.

The instructions in the memory115may include one or more separate programs, each of which comprises an ordered listing of executable instructions for implementing logical functions. In the example ofFIG. 1, the instructions in the memory115include a suitable operating system (OS)145. The operating system145typically controls the execution of other computer programs and may, among other capabilities, provide scheduling, input-output control, file and data management, memory management, and communication control and related services.

In an exemplary embodiment, I/O devices150may include, as non-limiting examples, a keyboard, mouse, printer, scanner, microphone, a network interface card (NIC) or modulator/demodulator (for accessing other files, devices, systems, or a network), a radio frequency (RF) or other transceiver, a telephonic interface, a bridge, a router, and other peripherals communicatively coupled to the computer105via input/output controller135. In the depicted embodiment, the computing system100further includes a display controller160coupled to a display165, and a network interface170communicatively coupled to a network175. In the depicted embodiment, one or more client computing devices190are communicatively coupled to the network175, such as client computing devices associated with users who interact with the MSCP system in order to have the MSCP system perform various operations regarding messages directed to those users, or to receive information from the MSCP system regarding individual messages or collections thereof.

The network175may be an IP-based network for communication between computer105and any external server, client and the like via a broadband or other network connection. The network175transmits and receives data between the computer105and external systems. In an exemplary embodiment, the network175may be a managed IP network administered by a service provider. The network175may be implemented in a wireless fashion, e.g., using wireless protocols and technologies, such as WiFi, WiMax, etc. The network175may also be a packet-switched network such as a local area network, wide area network, metropolitan area network, Internet network, or other similar type of network environment. The network175may be a fixed wireless network, a wireless local area network (LAN), a wireless wide area network (WAN) a personal area network (PAN), a virtual private network (VPN), intranet or other suitable network system and includes equipment for receiving and transmitting signals.

In at least some embodiments, the memory115may further include a basic input output system (BIOS) (omitted for simplicity). The BIOS is a set of routines that initialize and test hardware at startup, initiate execution of the OS145, and support the transfer of data among the hardware devices. The BIOS is typically stored in ROM so that the BIOS may be executed when the computer105is activated. When the computer105is in operation, the processor110is configured to execute instructions stored within the memory115, to communicate data to and from the memory115, and to generally control operations of the computer105pursuant to the instructions.

FIG. 2depicts a process flow routine200for an MSCP System in accordance with an embodiment of techniques described herein. The routine begins at block205, in which the MSCP system receives a message intended for a user recipient of the MSCP system. At block210, the MSCP system begins analyzing the received message by performing sentiment analysis of the received message, such as in accordance with preference information or other configuration settings associated with and/or provided by the user recipient.

At block215, the MSCP system continues analyzing the received message by extracting one or more key sentences from the received message, such as if the sentences to be extracted contain particular keywords identified by the MSCP system as exceeding a threshold relevance level. In one or more embodiments, the extracting of key sentences from the received message may be part of summarizing the received message, such as to display a summary of the received message for the recipient user prior to displaying the full contents of the received message.

At block220, the MSCP system performs document classification of the received message, such as in accordance with preference information or other configuration settings associated with and/or provided by the user recipient. In at least some embodiments, the document classification may include determining one or more predefined categories that may be associated with the received message based upon its contents. Furthermore, in at least one embodiment, the document classification in block220may be based at least in part on the key sentences extracted by the MSCP system in block215.

At block225, the MSCP system performs intention analysis of the received message in order to determine one or more intentions associated with the received message. In one or more embodiments, the intention analysis is performed in accordance with one or more preferences or other configuration settings associated with and/or provided by the user recipient. Examples of intentions may include, as non-limiting examples: anger, sadness, frustration, happiness, satisfaction, etc. In various embodiments and circumstances, one or more of these and other exemplary intentions may be determined by the MSCP system to be appropriately associated with the received message.

At block230, the MSCP system performs prioritization analysis of multiple (whether all or a subset of) messages associated with the user recipient based on results of the sentiment analysis of block210, of the key sentence extraction of block215, of the document classification of block220, and of the intention analysis of block225. In one or more embodiments, prioritization analysis of the multiple messages may further be based on one or more additional analyses, or on aspects of the analyses described above not explicitly shown inFIG. 2. For example, prioritization analysis may be based at least in part on one or more action items and/or action times determined as a result of the intention analysis of block225but not shown.

At block235, the MSCP system displays a listing of multiple messages associated with the recipient user, in a manner prioritized based on the prioritization analysis of block230. As one example, such higher priority display may be associated with a higher physical location on a display device, a greater textual size, or other prioritized manner. In one or more embodiments, the prioritized listing may be displayed in accordance with preference information or other configuration settings associated with and/or provided by the recipient user. As one example, the message listing may be prioritized such that messages associated with one or more predefined sentiments (e.g., anger or frustration) are displayed with a higher priority than those messages associated with other predefined sentiments.

At block240, the MSCP system determines whether it is to determine and display an aggregate sentiment associated with multiple of the messages associated with the recipient user, such as based on one or more criteria defined by preference information or other configuration settings associated with and/or provided by the recipient user. For example, the MSCP system may be configured to assess and provide an indication of an aggregated sentiment regarding a subset of the messages associated with the recipient user, such as messages received in a particular time period, messages received from one or more specified users or organizations, messages received from an organization associated with the recipient user as opposed to messages received from external sources, etc.

If it is determined in block240to determine and display aggregate sentiment associated with all or a subset of messages associated with the recipient user, the routine proceeds to block245to determine such aggregate sentiment and display an indication of that aggregate sentiment in conjunction with the prioritized message listing. Otherwise, or once the display of the aggregate sentiment is completed, the routine returns to block205to await the receipt of an additional message intended for the recipient user.

FIG. 3depicts a portion of a graphical user interface (GUI)300provided by an MSCP system in accordance with an embodiment of techniques described herein. In particular, GUI300depicts the display of a message intended for a user recipient, in which the MSCP system has incorporated multiple elements regarding the analysis of the displayed message.

In the depicted embodiment, the GUI300includes a settings control305that, when activated, initiates the display of settings panel310. The settings panel310includes sentiment analysis control310a, which in the depicted embodiment operates as a toggle switch selectively enabling or disabling sentiment analysis to be performed on incoming messages by the MSCP system; threshold selector control310b, which in the depicted embodiment allows the user to enter a threshold value for determining, for example, a degree to which summarization and/or sentence extraction is performed on incoming messages by the MSCP system; and intention analysis control310c, which in the depicted embodiment operates as a toggle switch enabling or disabling intention analysis to be performed on incoming messages by the MSCP system (similar to sentiment analysis control310a).

The GUI300ofFIG. 3further includes sentiment indicators320, which provide an indication to the user of those sentiments determined to be associated with the displayed message. In particular, in the illustrated example, sentiment indicators320indicate that the received message is associated with the sentiments “angry,” “technology,” and “informational.” Thus, in the depicted example and in one or more additional embodiments, the MSCP system may determine sentiments (such as “technology” and “informational”) other than those evidencing human emotions.

FIG. 4depicts a portion of a graphical user interface (GUI)400provided by an MSCP system in accordance with an embodiment of techniques described herein. In particular, GUI400depicts the display of a prioritized list of multiple messages that have been analyzed by the MSCP system, such as in accordance with user preference information or other configuration information. Such preferences and/or configuration may at least in part be selected by the user, such as by use of settings control405in a manner similar to that described with respect to settings control305inFIG. 3.

In the depicted embodiment, the GUI400includes sentiment indicators430, which in the current example provide graphical indicators associated with particular sentiments. In the illustrated example, the MSCP system has prioritized the display of email messages associated with negative sentiments. In particular, the topmost messages are associated with angry sentiments430a, with subsequent messages being successively associated with unhappy sentiments430b, positive sentiments430c, and neutral sentiments430d. Also in the depicted embodiment, GUI400further includes intention indicators440, which the MSCP system has provided as the results of intention analysis for each of the multiple messages listed.

In one or more embodiments, various implementations of the types of analysis described above may be performed in conjunction with one or more previously published or open source programming libraries (such as one or more APIs) that may perform and/or utilize natural-language processing. For example, in certain embodiments, the MSCP system may utilize one or more of the Alchemy API, the MALLET library, or other programming library.

It will be appreciated that in some embodiments the functionality provided by the routine or routines discussed above may be provided in alternative ways, such as being split among more routines or consolidated into fewer routines. Similarly, in some embodiments illustrated routines may provide more or less functionality than is described, such as when other illustrated routines instead lack or include such functionality respectively, or when the amount of functionality that is provided is altered. In addition, while various operations may be illustrated as being performed in a particular manner (e.g., in serial or in parallel) and/or in a particular order, it will be appreciated that in other embodiments the operations may be performed in other orders and in other manners. It will also be appreciated that particular data structures discussed above may be structured in different manners, such as by having a single data structure split into multiple data structures or by having multiple data structures consolidated into a single data structure. Similarly, in some embodiments, illustrated data structures may store more or less information than is described, such as when other illustrated data structures instead lack or include such information respectively, or when the amount or types of information that are stored is altered.