Method and system for facilitating mediated communication
View Patent ↗A mediation system as disclosed herein is capable of performing a method for facilitating mediated communication. In at least one embodiment of the method for facilitating mediated communication, the method includes receiving a communication request, determining a context associated with the communication request in response to receiving the communication request, and preparing contextual decision information in response to determining the context.
1. A method for facilitating mediated virtual communication, comprising:
receiving, by a mediation system, a request for voice-based communication from a communication device of a calling party, wherein the request for voice-based communication requests commencement of a telephone call between the communication device of the calling party and a communication device of a called party, the request for voice-based communication received regardless of a usage status of the communication device of the called party;
automatically evaluating, by the mediation system, contextual information associated with the telephone call, in response to receiving the-request for voice-based communication;
automatically preparing, by the mediation system, a list of follow-through options,
based on the contextual information;
automatically transmitting a message from the mediation system to the communication device of the called party, wherein the message includes the list of follow-through options to be displayed on the communication device of the called party for selection by the called party;
receiving, by the mediation system, a response from the communication device of the called party, wherein the response identifies one of the follow-through options as having been selected by the called party;
automatically updating a data set in a mediation subscriber profile for the called party in response to receiving the response identifying the selected one of the follow-through options, wherein the updating includes archiving at least one of:
identifying information of the calling party;
an availability status of the called party during a mediation process for the request for voice-based communication; and
information about the follow-through option selected by the called party during the mediation process; and
facilitating a mediated follow-through operation based on the selected one of the follow-through options.
2. The method of claim 1 , wherein the operation of evaluating the contextual information comprises:
determining a present availability status for the called party.
3. The method of claim 1 , further comprising:
determining an availability status for the calling party.
4. The method of claim 1 , wherein:
the selected follow-through action comprises an option to automatically notify the calling party that the called party plans to call the calling party back later; and
the operation of facilitating a mediated follow-through operation based on the selected one of the follow-through options comprises automatically notifying the calling party that the called party plans to call the calling party back later.
5. The method of claim 4 , further comprising:
after notifying the calling party that the called party plans to call the calling party back later, receiving, by the mediation system, a communication request from the communication device of the called party;
automatically preparing, by the mediation system, a list of follow-through actions, in response to the communication request;
transmitting a text-based message from the mediation system to the communication device of the called party, such that the text-based message causes the communication device of the called party to display the list of follow-through actions for selection by the called party;
receiving, by the mediation system, a response from the communication device of the called party, wherein the response identifies one of the follow-through actions as having been selected by the called party; and
automatically facilitating the selected follow-through action, in response to receiving the response from the communication device of the called party.
6. The method of claim 5 , wherein:
the selected follow-through action comprises an option to return a call; and
the operation of automatically facilitating the selected follow-through action comprises:
automatically calling the communication device of a the calling party on behalf of the called party, in response to receiving the response from the communication device of the called party;
automatically determining a present availability status of the calling party by interacting with the calling party; and
automatically connecting the communication device of the called party and the communication device of the calling party, to facilitate communication between the called party and the calling party, wherein the mediation system connects the communication device of the called party and the communication device of the calling party only after the mediation system interacts with the calling party and determines that the calling party is available.
7. The method of claim 1 , further comprising:
automatically preparing a communication summary in response to receiving the request for voice-based communication from the communication device of the calling party, wherein the communication summary includes identifying information for the calling party; and
transmitting the communication summary from the mediation system to the communication device of the called party.
8. The method of claim 7 , wherein the communication summary sent to the communication device of the called party comprises information about previous attempts by the calling party to call the called party.
9. The method of claim 1 , further comprising:
tracking responses from the called party to multiple communication requests, to identify a recurring response from the called party; and
automatically handling a subsequent telephone call to the communication device of the called party on behalf of the called party, in accordance with the recurring response, without receiving input from the called party pertaining to the subsequent call.
10. The method of claim 1 , further comprising:
receiving input from the called party specifying a default option for mediating incoming calls for the called party; and
automatically mediating an incoming call to the communication device of the called party on behalf of the called party, in accordance with the default option, without receiving input from the called party pertaining specifically to that incoming call.
11. The method of claim 10 , wherein the operation of automatically mediating an incoming call in accordance with the default option comprises:
automatically providing instructions to a person that originated the incoming call,
wherein the instructions pertain to leaving voice mail for the called party.
12. The method of claim 10 , wherein the operation of automatically mediating an incoming calls in accordance with the default option comprises:
automatically mediating the incoming call in accordance with a behavior-specific follow-through action.
13. The method of claim 10 , wherein the operation of automatically mediating an incoming call in accordance with the default option comprises:
automatically interacting with a person that originated the incoming call, on behalf of the called party, to schedule a follow-up call.
14. A program product for facilitating mediated virtual communication, the program product comprising:
a computer-usable medium; and
computer instructions encoded in the computer-usable medium, wherein the computer instructions, when executed by a processor in a computer system, provide a mediation system that performs operations comprising:
receiving a request for voice-based communication from a communication device of a calling party, wherein the request for voice-based communication requests commencement of a telephone call between the communication device of the calling party and a communication device of a called party, the request for voice-based communication received regardless of a usage status of the communication device of the called party;
automatically evaluating contextual information associated with the telephone call, in response to receiving the request for voice-based communication;
automatically preparing a list of follow-through options, based on the contextual information;
automatically transmitting a message from the mediation system to the communication device of the called party, wherein the message includes the list of follow-through options to be displayed on the communication device of the called party for selection by the called party;
receiving a response from the communication device of the called party, wherein the response identifies the selected follow-through option as an option to automatically notify the calling party that the called party plans to call the calling party back later;
automatically updating a data set in a mediation subscriber profile for the called party in response to receiving the response identifying the selected one of the follow-through options, wherein the updating includes archiving at least one of:
identifying information of the calling party;
an availability status of the called party during a mediation process for the request for voice-based communication; and
information about the follow-through option selected by the called party during the mediation process; and
facilitating a mediated follow-through operation based on the selected one of the follow-through options by automatically notifying the calling party that the called party plans to call the calling party back later.
15. A program product according to claim 14 , wherein the operations performed by the computer instructions further comprise:
after notifying the calling party that the called party plans to call the calling party back later, receiving a communication request from the communication device of the called party;
automatically preparing a list of follow-through actions, in response to the communication request;
transmitting a text-based message from the mediation system to the communication device of the called party, such that the text-based message causes the communication device of the called party to display the list of follow-through actions for selection by the called party;
receiving a response from the communication device of the called party, wherein the response identifies one of the follow-through actions as having been selected by the called party; and
automatically facilitating the selected follow-through action, in response to receiving the response from the communication device of the called party.
16. A program product according to claim 15 , wherein:
the selected follow-through action comprises an option to return a call; and
the operation of automatically facilitating the selected follow-through action comprises:
automatically calling the communication device of a the calling party on behalf of the called party, in response to receiving the response from the communication device of the called party;
automatically determining a present availability status of the calling party, based on interactions between the calling party and the mediation system; and
automatically connecting the communication device of the called party and the communication device of the calling party, to facilitate communication between the called party and the calling party, wherein the mediation system connects the communication device of the called party and the communication device of the calling party only after the mediation system interacts with the calling party and determines that the calling party is available.
17. A program product according to claim 14 , wherein the operations performed by the computer instructions further comprise:
automatically preparing a communication summary in response to receiving the request for voice-based communication from the communication device of the calling party, wherein the communication summary includes identifying information for the calling party; and
transmitting the communication summary from the mediation system to the communication device of the called party.
18. A program product according to claim 17 , wherein the communication summary sent to the communication device of the called party comprises information about previous attempts by the calling party to call the called party.
19. A program product according to claim 14 , wherein the operations performed by the computer instructions further comprise:
tracking responses from the called party to multiple communication requests, to identify a recurring response from the called party; and
automatically handling a subsequent telephone call to the communication device of the called party on behalf of the called party, in accordance with the recurring response, without receiving input from the called party pertaining to the subsequent call.
20. A program product according to claim 14 , wherein the operations performed by the computer instructions further comprise:
receiving input from the called party specifying a default option for mediating incoming calls for the called party; and
automatically mediating an incoming call to the communication device of the called party on behalf of the called party, in accordance with the default option, without receiving input from the called party pertaining specifically to that incoming call.
21. A program product according to claim 20 , wherein the operation of automatically mediating an incoming call in accordance with the default option comprises:
automatically providing instructions to a person that originated the incoming call, wherein the instructions pertain to leaving voice mail for the called party.
22. A program product according to claim 20 , wherein the operation of automatically mediating an incoming call in accordance with the default option comprises:
automatically mediating the incoming call in accordance with a behavior-specific follow-through action.
23. A program product according to claim 20 , wherein the operation of automatically mediating an incoming call in accordance with the default option comprises:
automatically interacting with a person that originated the incoming call, on behalf of the called party, to schedule a follow-up call.
24. A program product for facilitating mediated virtual communication, comprising:
a computer-usable medium; and
computer instructions encoded in the computer-usable medium, wherein the computer instructions, when executed by a processor in a computer system, provide a mediation system that performs operations comprising:
receiving a communication request from a communication device of a user;
automatically preparing a list of follow-through actions, in response to the communication request;
transmitting a text-based message from the mediation system to the communication device of the user, such that the text-based message causes the communication device to display the list of follow-through actions for selection by the user, wherein the list of follow-through actions comprises an option to return a call;
receiving a response from the communication device of the user, wherein the response identifies the option to return a call as having been selected by the user;
automatically updating a data set in a mediation subscriber profile for the user in response to receiving the response identifying the option to return a call as having been selected by the user, wherein the updating includes archiving at least one of:
identifying information of a second person;
an availability status of the user during a mediation process for the communication request; and
information about the follow-through option selected by the user during the mediation process; and
automatically facilitating the selected follow-through action, in response to receiving the response from the communication device of the user, by:
automatically calling a communication device of the second person on behalf of the user, in response to receiving the response from the communication device of the user;
automatically determining a present availability status of the second person by interacting with the second person on behalf of the user; and
in response to determining that the second person is available, automatically connecting the communication device of the user and the communication device of the second person, to facilitate communication between the user and the second person, wherein the mediation system connects the communication device of the user and the communication device of the second person only after the mediation system interacts with the second person and determines that the second person is available.
25. A program product according to claim 24 , wherein the operation of receiving a response from the communication device of the user comprises:
receiving a text-based response from the communication device of the user, wherein the text-based response identifies the selected follow-through action.
26. A method for facilitating mediated virtual communication, comprising:
receiving, by a mediation system, a communication request from a communication device of a user;
automatically preparing, by the mediation system, a list of follow-through actions, in response to the communication request;
transmitting a text-based message from the mediation system to the communication device of the user, such that the text-based message causes the communication device to display the list of follow-through actions for selection by the user, wherein the list of follow-through actions comprises an option to return a call;
receiving, by the mediation system, a response from the communication device of the user, wherein the response identifies the option to return a call as having been selected by the user;
automatically updating a data set in a mediation subscriber profile for the user in response to receiving the response identifying the option to return a call as having been selected by the user, wherein the updating includes archiving at least one of:
identifying information of a second person;
an availability status of the user during a mediation process for the request for voice-based communication; and
information about the follow-through option selected by the user during the mediation process; and
automatically facilitating the selected follow-through action, in response to receiving the response from the communication device of the user, by:
automatically calling a communication device of the second person on behalf of the user, in response to receiving the response from the communication device of the user;
automatically determining a present availability status of the second person by interacting with the second person on behalf of the user, and
in response to determining that the second person is available, automatically connecting the communication device of the user and the communication device of the second person, to facilitate communication between the user and the second person, wherein the mediation system connects the communication device of the user and the communication device of the second person only after the mediation system interacts with the second person and determines that the second person is available.
27. The method of claim 26 , wherein the operation of automatically preparing a list of follow-through actions comprises:
automatically analyzing a profile for the user, in response to receiving the communication request; and
preparing the list of follow-through actions, based on the profile for the user.
28. The method of claim 26 , further comprising:
automatically determining a present availability status for the user, in response to receiving the communication request from the communication device of the user.
29. The method of claim 26 , wherein the operation of receiving the response from the communication device of the user comprises:
receiving, by the mediation system, a text-based response from the communication device of the user, wherein the text-based response identifies the selected follow-through action.