New computer technologies – driven by communications data and analytics – that intelligently automate communications will transform the way enterprises and staffers interact with each other to conduct business, according to Avaya Labs scientist Doree Seligmann.
Speaking today at the first IEEE International Conference on Semantic Computing, Seligmann said, “What people are doing in their day-to-day business communications helps to identify who they should be interacting with and how. By combining context awareness and social networking, we expect to be able to establish more effective and successful interactions.”
Seligmann is director of collaborative applications research for Avaya Labs. Her group has developed algorithms and models to infer an individual’s communication context that includes presence, availability, whether they can be interrupted and are willing to interact, their area of expertise and their social cohesiveness. Her team has developed a number of inventions that leverage communication context – including a method for a calendar application to estimate what time a worker needs to leave the office in order to arrive promptly for a meeting, and a “personalized customer relationship management” application that tells staffers how, when and how often a caller has tried to reach them and pops up pertinent notes to use during a return call.
Since joining Avaya, Seligmann has filed more than 50 patents, most of which involve technologies designed to help people communicate more efficiently and effectively, and to have a higher-quality experience while doing so.
During her keynote speech, Seligmann shared information on current Avaya Labs research projects that factor in information derived from users’ communications activities and conversations to make communication choices. “There are great benefits for businesses, improving communications within the enterprise, between the enterprise and its customers, and between different enterprises,” she said. “We can analyze conversations and collaborations to track knowledge and experience, so when a group needs to bring in a new team member to help on new problem, we can identify the person with the most up-to-date information on that subject.”
She continued, “But we can do even more. We can try to make the most suitable match by considering other factors including up-to-date information about previous interactions within the group, past experiences with similar topics, level of expertise in communication skills, duration and tone of past conversations, language, and temperament. How to best gather and use this myriad information is the focus of our collaborative communications research.”