U.S. patent application number 15/700250 was filed with the patent office on 2018-08-09 for real-time conflict mitigator.
The applicant listed for this patent is INTERNATIONAL BUSINESS MACHINES CORPORATION. Invention is credited to Richard Gorzela, Asima Silva, Jaime M. Stockton.
Application Number | 20180226072 15/700250 |
Document ID | / |
Family ID | 63037340 |
Filed Date | 2018-08-09 |
United States Patent
Application |
20180226072 |
Kind Code |
A1 |
Gorzela; Richard ; et
al. |
August 9, 2018 |
REAL-TIME CONFLICT MITIGATOR
Abstract
Embodiments of the present invention disclose a method, computer
system, and a computer program product for mitigating conflicts.
The present invention may include receiving communication by a
recipient. The present invention may include determining the
communicator sentiment and recipient sentiment measured by tone
identifiers, biometric identifiers and facial expression
identifiers. The present invention may include determining that the
recipient sentiment does not match the communicator sentiment. The
present invention may include determining and presenting an
appropriate response that comprises delivering a message selected
from the group consisting of an audio message, a type-written
message, and a combination audio message and type-written message,
wherein the determined appropriate response is searched for in a
positive response database, wherein the positive response database
accumulates a plurality of logged conversation responses. The
present invention may further include logging a conversation result
in a database.
Inventors: |
Gorzela; Richard; (Andover,
MA) ; Silva; Asima; (Holden, MA) ; Stockton;
Jaime M.; (Acton, MA) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
INTERNATIONAL BUSINESS MACHINES CORPORATION |
ARMONK |
NY |
US |
|
|
Family ID: |
63037340 |
Appl. No.: |
15/700250 |
Filed: |
September 11, 2017 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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15426394 |
Feb 7, 2017 |
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15700250 |
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Current U.S.
Class: |
1/1 |
Current CPC
Class: |
G10L 15/183 20130101;
H04L 51/32 20130101; G10L 15/1822 20130101; G10L 25/63 20130101;
G06F 16/433 20190101; G06K 9/00302 20130101; G10L 15/22 20130101;
G10L 15/02 20130101 |
International
Class: |
G10L 15/18 20060101
G10L015/18; G06F 17/30 20060101 G06F017/30; G06K 9/00 20060101
G06K009/00; G10L 25/90 20060101 G10L025/90; H04L 12/58 20060101
H04L012/58; G10L 15/22 20060101 G10L015/22 |
Claims
1. A method for mitigating conflicts, the method comprising:
receiving communication by a recipient, wherein the received
communication has a communicator sentiment associated with a
communicator and a recipient sentiment associated with a recipient;
determining the communicator sentiment associated with the
communicator message, wherein the communicator sentiment is
measured by a plurality of biometric identifiers and a plurality of
facial expression identifiers, wherein the biometric identifiers
are selected from a group consisting of body heat, pupil dilation
and heart rate, and wherein the facial expression identifiers are
captured by a camera on a device or a sensor on a device;
determining the recipient sentiment associated with a received
communicator message, wherein the recipient sentiment is measured
by a plurality of biometric identifiers and a plurality of facial
expression identifiers, wherein the biometric identifiers are
selected from the group consisting of body heat, pupil dilation and
heart rate, and wherein the facial expression identifiers are
captured by a camera on a device or a sensor on a device;
determining that the determined recipient sentiment does not match
the determined communicator sentiment in real-time based on the
received communication, wherein the unmatched sentiment is a
miscommunication between the communicator and the recipient,
wherein the communicator makes a statement with good intentions and
the statement is received by the recipient as a statement with not
good intentions, wherein the plurality of biometric identifiers and
the plurality of facial expression identifiers provide a plurality
of data to indicate the communicator had good intentions and the
recipient received the statement as not good intentions;
determining an appropriate response in real-time based on
determining that the communicator sentiment does not match the
recipient sentiment, wherein the appropriate response is a response
that recognizes the misunderstanding and creates understanding
between the communicator and the recipient; presenting the
determined appropriate response in real-time, wherein presenting
the appropriate response comprises delivering a message selected
from a group consisting of an audio message, a type-written
message, and a combination audio message and type-written message,
wherein the determined appropriate response is searched for in a
positive response database, wherein the positive response database
accumulates a plurality of logged conversation responses, wherein
the positive response database stores data selected from a group
consisting of a plurality of similar previous conversations, a
plurality of previous positive conversations that produced a
plurality of positive emotive results, a plurality of personalities
of the communicator and the recipient and a plurality of historical
interactions between the communicator and the recipient, wherein
presenting the determined appropriate response comprises presenting
the determined appropriate response to the communicator and the
recipient; and logging a conversation result in a database.
Description
BACKGROUND
[0001] The present invention relates generally to the field of
computing, and more particularly to conflict mitigation.
[0002] Sometimes communication between people can break down and
leave participants confused as to why they are receiving a reaction
they did not anticipate. Even well worded expressions may carry a
tone that can negatively impact the recipient. The causes may be
that the communicator could have difficulty reading others or have
a reduced focus due to stress factors. Another level of
communication breakdown can happen even if the communicator does
understand the negative impact of their message. A breakdown may
occur if the communicator does not know how to respond to the
recipient who received the communication negatively. Further, the
recipient may also not know how to respond to the negatively
received message, which can lead to a degraded conversation and an
untrusting relationship.
SUMMARY
[0003] Embodiments of the present invention disclose a method,
computer system, and a computer program product for mitigating
conflicts. The present invention may include receiving
communication by a recipient, wherein the received communication
has a communicator sentiment associated with a communicator and a
recipient sentiment associated with a recipient. The present
invention may also include determining the communicator sentiment
associated with the communicator message, wherein the communicator
sentiment is measured by a plurality of tone identifiers, a
plurality of biometric identifiers and a plurality of facial
expression identifiers, wherein the tone identifiers are captured
by a microphone on a device, wherein the biometric identifiers are
selected from a group consisting of body heat, pupil dilation and
heart rate, and wherein the facial expression identifiers are
captured by a camera on a device or a sensor on a device. The
present invention may then include determining the recipient
sentiment associated with a received communicator message, wherein
the recipient sentiment is measured by a plurality of tone
identifiers, a plurality of biometric identifiers and a plurality
of facial expression identifiers, wherein the tone identifiers are
captured by a microphone on a device, wherein the biometric
identifiers are selected from a group consisting of body heat,
pupil dilation and heart rate, and wherein the facial expression
identifiers are captured by a camera on a device or a sensor on a
device. The present invention may further include determining that
the determined recipient sentiment does not match the determined
communicator sentiment based on the received communication. The
present invention may also include determining an appropriate
response based on determining that the communicator sentiment does
not match the recipient sentiment. The present invention may then
include presenting the determined appropriate response, wherein
presenting the appropriate response comprises delivering a message
selected from the group consisting of an audio message, a
type-written message, and a combination audio message and
type-written message, wherein the determined appropriate response
is searched for in a positive response database, wherein the
positive response database accumulates a plurality of logged
conversation responses, wherein presenting the determined
appropriate response comprises presenting the determined
appropriate response to the communicator and the recipient. The
present invention may further include logging a conversation result
in a database.
BRIEF DESCRIPTION OF THE SEVERAL VIEWS OF THE DRAWINGS
[0004] These and other objects, features and advantages of the
present invention will become apparent from the following detailed
description of illustrative embodiments thereof, which is to be
read in connection with the accompanying drawings. The various
features of the drawings are not to scale as the illustrations are
for clarity in facilitating one skilled in the art in understanding
the invention in conjunction with the detailed description. In the
drawings:
[0005] FIG. 1 illustrates a networked computer environment
according to at least one embodiment;
[0006] FIG. 2 is a block diagram of the conflict mitigator program
components according to at least one embodiment;
[0007] FIG. 3 is an operational flowchart illustrating a process
for conflict mitigating according to at least one embodiment;
[0008] FIG. 4 is a block diagram of internal and external
components of computers and servers depicted in FIG. 1 according to
at least one embodiment;
[0009] FIG. 5 is a block diagram of an illustrative cloud computing
environment including the computer system depicted in FIG. 1, in
accordance with an embodiment of the present disclosure; and
[0010] FIG. 6 is a block diagram of functional layers of the
illustrative cloud computing environment of FIG. 5, in accordance
with an embodiment of the present disclosure.
DETAILED DESCRIPTION
[0011] Detailed embodiments of the claimed structures and methods
are disclosed herein; however, it can be understood that the
disclosed embodiments are merely illustrative of the claimed
structures and methods that may be embodied in various forms. This
invention may, however, be embodied in many different forms and
should not be construed as limited to the exemplary embodiments set
forth herein. Rather, these exemplary embodiments are provided so
that this disclosure will be thorough and complete and will fully
convey the scope of this invention to those skilled in the art. In
the description, details of well-known features and techniques may
be omitted to avoid unnecessarily obscuring the presented
embodiments.
[0012] The present invention may be a system, a method, and/or a
computer program product at any possible technical detail level of
integration. The computer program product may include a computer
readable storage medium (or media) having computer readable program
instructions thereon for causing a processor to carry out aspects
of the present invention.
[0013] The computer readable storage medium can be a tangible
device that can retain and store instructions for use by an
instruction execution device. The computer readable storage medium
may be, for example, but is not limited to, an electronic storage
device, a magnetic storage device, an optical storage device, an
electromagnetic storage device, a semiconductor storage device, or
any suitable combination of the foregoing. A non-exhaustive list of
more specific examples of the computer readable storage medium
includes the following: a portable computer diskette, a hard disk,
a random access memory (RAM), a read-only memory (ROM), an erasable
programmable read-only memory (EPROM or Flash memory), a static
random access memory (SRAM), a portable compact disc read-only
memory (CD-ROM), a digital versatile disk (DVD), a memory stick, a
floppy disk, a mechanically encoded device such as punch-cards or
raised structures in a groove having instructions recorded thereon,
and any suitable combination of the foregoing. A computer readable
storage medium, as used herein, is not to be construed as being
transitory signals per se, such as radio waves or other freely
propagating electromagnetic waves, electromagnetic waves
propagating through a waveguide or other transmission media (e.g.,
light pulses passing through a fiber-optic cable), or electrical
signals transmitted through a wire.
[0014] Computer readable program instructions described herein can
be downloaded to respective computing/processing devices from a
computer readable storage medium or to an external computer or
external storage device via a network, for example, the Internet, a
local area network, a wide area network and/or a wireless network.
The network may comprise copper transmission cables, optical
transmission fibers, wireless transmission, routers, firewalls,
switches, gateway computers and/or edge servers. A network adapter
card or network interface in each computing/processing device
receives computer readable program instructions from the network
and forwards the computer readable program instructions for storage
in a computer readable storage medium within the respective
computing/processing device.
[0015] Computer readable program instructions for carrying out
operations of the present invention may be assembler instructions,
instruction-set-architecture (ISA) instructions, machine
instructions, machine dependent instructions, microcode, firmware
instructions, state-setting data, configuration data for integrated
circuitry, or either source code or object code written in any
combination of one or more programming languages, including an
object oriented programming language such as Smalltalk, C++, or the
like, and procedural programming languages, such as the "C"
programming language or similar programming languages. The computer
readable program instructions may execute entirely on the user's
computer, partly on the user's computer, as a stand-alone software
package, partly on the user's computer and partly on a remote
computer or entirely on the remote computer or server. In the
latter scenario, the remote computer may be connected to the user's
computer through any type of network, including a local area
network (LAN) or a wide area network (WAN), or the connection may
be made to an external computer (for example, through the Internet
using an Internet Service Provider). In some embodiments,
electronic circuitry including, for example, programmable logic
circuitry, field-programmable gate arrays (FPGA), or programmable
logic arrays (PLA) may execute the computer readable program
instructions by utilizing state information of the computer
readable program instructions to personalize the electronic
circuitry, in order to perform aspects of the present
invention.
[0016] Aspects of the present invention are described herein with
reference to flowchart illustrations and/or block diagrams of
methods, apparatus (systems), and computer program products
according to embodiments of the invention. It will be understood
that each block of the flowchart illustrations and/or block
diagrams, and combinations of blocks in the flowchart illustrations
and/or block diagrams, can be implemented by computer readable
program instructions.
[0017] These computer readable program instructions may be provided
to a processor of a general purpose computer, special purpose
computer, or other programmable data processing apparatus to
produce a machine, such that the instructions, which execute via
the processor of the computer or other programmable data processing
apparatus, create means for implementing the functions/acts
specified in the flowchart and/or block diagram block or blocks.
These computer readable program instructions may also be stored in
a computer readable storage medium that can direct a computer, a
programmable data processing apparatus, and/or other devices to
function in a particular manner, such that the computer readable
storage medium having instructions stored therein comprises an
article of manufacture including instructions which implement
aspects of the function/act specified in the flowchart and/or block
diagram block or blocks.
[0018] The computer readable program instructions may also be
loaded onto a computer, other programmable data processing
apparatus, or other device to cause a series of operational steps
to be performed on the computer, other programmable apparatus or
other device to produce a computer implemented process, such that
the instructions which execute on the computer, other programmable
apparatus, or other device implement the functions/acts specified
in the flowchart and/or block diagram block or blocks.
[0019] The flowchart and block diagrams in the Figures illustrate
the architecture, functionality, and operation of possible
implementations of systems, methods, and computer program products
according to various embodiments of the present invention. In this
regard, each block in the flowchart or block diagrams may represent
a module, segment, or portion of instructions, which comprises one
or more executable instructions for implementing the specified
logical function(s). In some alternative implementations, the
functions noted in the blocks may occur out of the order noted in
the Figures. For example, two blocks shown in succession may, in
fact, be executed substantially concurrently, or the blocks may
sometimes be executed in the reverse order, depending upon the
functionality involved. It will also be noted that each block of
the block diagrams and/or flowchart illustration, and combinations
of blocks in the block diagrams and/or flowchart illustration, can
be implemented by special purpose hardware-based systems that
perform the specified functions or acts or carry out combinations
of special purpose hardware and computer instructions.
[0020] The following described exemplary embodiments provide a
system, method and program product for conflict mitigation. As
such, the present embodiment has the capacity to improve the
technical field of conflict mitigation by providing real-time
response feedback during a conversation that may lead to more
conversations with positive results. More specifically, the
conflict mitigator program may analyze each person's facial
expressions, tone of speech and biometric responses during a
real-time conversation in real-time in order to provide positive
real-time responses to negative reactions. The real-time responses
may be provided to an individual through a message which may be
typed on a computing device screen or verbally communicated via a
computing device speaker or headphones. The positive responses,
provided by the conflict mitigator program, to negative reactions
during communications between individuals may foster better and
more trusting relationships between parties. A conflict mitigator
program may provide real-time feedback for communicators and
recipients in the event that there may be a misunderstanding or a
mismatch between the recipients internal response and the intent of
the communicator.
[0021] As described previously, sometimes communication between
people can break down and leave participants confused as to why
they are receiving a reaction they did not anticipate. Even well
worded expressions may carry a tone that can negatively impact the
recipient. The causes may be that the communicator could have
difficulty reading others or have a reduced focus due to stress
factors. Another level of communication breakdown can happen even
if the communicator does understand the negative impact of their
message. A breakdown may occur if the communicator does not know
how to respond to the recipient who received the communication
negatively. Further, the recipient may also not know how to respond
to the negatively received message, which can lead to a degraded
conversation and an untrusting relationship.
[0022] Examples of communicators and recipients may include a
doctor and patient relationship, a bully and victim situation, an
assisted living support worker and an assisted living resident
relationship, a parent and child relationship, or between spouses.
A misunderstanding and a proper real-time response may help the
individuals in any of the previously mentioned relationships, or
any other kind of communicating situation, understand one another
and get a more positive result out of the interaction. A better,
more positive response and result may lead to stronger
relationships and a better understanding between the communicator
and the recipient. Assessing sentiment and emotions through voice
identifiers, facial expression identifiers and biometric
identifiers may assist in understanding how a message is
communicated and how a message is received. Therefore, it may be
advantageous to, among other things, provide a way to offer
real-time feedback to both the communicator and the recipient while
providing each with a more positive response in order to foster
better relationships.
[0023] The conflict mitigator program may identify personalities of
communicators and recipients and during a conversation may compare
the real-time interaction with previous interactions between the
same parties. The comparison may identify differences in previous
reactions or consistencies in previous reactions whether the
reactions are positive or negative. The conflict mitigator program
may have a response component that provides the parties with
real-time feedback on how a message could have been worded better
based on similar conversations that had positive emotive results,
personalities of the parties and a history of interactions between
the parties.
[0024] A personality example that the conflict mitigator program
may take into consideration is someone who has difficulty with
presenting constructive criticism and may need specific advice
specific to that person's task. Alternatively, someone who does not
handle criticism well might need specific advice on how to respond
to criticism. An example of a history of interactions between
parties may include a manager who consistently gets negative
reactions from specific team members when giving direction. The
manager may need feedback on how to solicit the team members advice
before giving direction.
[0025] The conflict mitigator program may provide an individual
with specific recommendations for better and more positively
phrased real-time communication responses based on real-time
communication with another person. The conflict mitigator program
may provide real-time responses to individuals by using a cognitive
analyzer to analyze both the communicator's and the recipient's
tone, biometrics, facial expressions and sentiment. The tone
identifier and the facial expression identifier may take data from
the communicator while capturing the recipient's facial expression
and biometric response. Upon receiving data in the form of
communication tone, biometrics and facial expressions between two
or more parties, the conflict mitigator program may use the
currently received data along with the personalities involved and a
history of reactions between the parties to identify exemplar
conversations.
[0026] The cognitive analyzer component of the conflict mitigator
program may compare data in order to provide a more positive
conversational response by using a database that provides similar
and more successful conversational responses. The cognitive
analyzer may provide comparisons of conversations that have
happened in the past with the current conversation. The response
feature may provide the communicator and the receiver of the
communication with a better real-time response (e.g., feedback)
during the conversation.
[0027] The conflict mitigator program may provide the person that
delivered a negatively received message with an alternative message
based on similar but more positive resulting conversations,
specific personalities involved and the history of interactions
between the parties. Similarly, the conflict mitigator program may
also provide the person who received a message that they reacted to
in a negative way with a positive response based on similar
criteria. When providing a response, the conflict mitigator program
may remove identifying data (e.g., individual's names, locations,
etc.) so that the better worded responses may provide positive
responses without presenting information to the parties (e.g.,
personality types, history of interactions, etc.). While the
conflict mitigator program may analyze personality types and a
history of interactions, the information may not be provided in
specific responses to communicators and recipients. The conflict
mitigator program may be used and be beneficial for first instances
of conversations between more than one person and with already
developed relationships where the individuals have communicated in
multiple instances.
[0028] One scenario of how the conflict mitigator program may
foster a better relationship may be amongst co-workers, for
example, Party A often tells jokes about a specific professional
group to co-worker Party B. Party A thinks his jokes are funny and
help to put people in a good mood in the morning, however, Party A
does not know that Party B's spouse is in the specific professional
group that Party A jokes about. The conflict mitigator program may
detect Party B's increasing annoyance through facial expressions
and tone and the conflict mitigator program may then recommend that
Party A try a different small talk subject such as sports. Sports
may be a topic chosen by the conflict mitigator program if there is
a history of positive results amongst co-workers having a positive
response to sports talk.
[0029] Another scenario of how the conflict mitigator program may
foster a more trusting relationship may be between a doctor and a
patient, for example when a doctor reviews test data with a patient
after only one previous meeting between the two. The doctor had
ordered blood tests and an ultrasound since the initial physical
examination proved inconclusive. The patient is 18 years old and
this is the first medical encounter with a doctor other than the
patient's pediatrician. The patient is apprehensive to receive the
results of the blood tests and the ultrasound since the patient has
not previously had any serious conditions. Another apprehension the
patient has is that the patient's pediatrician was friendly and was
only visited for an occasional cold or sports related abrasions.
During the follow-up appointment, the doctor explains to the young
patient that the tests were inconclusive so a biopsy or surgery may
be necessary. Although the doctor also explains that the patient
should wait a month for a re-examination before getting a biopsy or
surgery, the words surgery and inconclusive have already made the
patient concerned. The 18-year-old patient does not understand what
a biopsy is and surgery sounds scary so all the patient can muster
up in a response is to say "ok."
[0030] The conflict mitigator program may identify the patient's
heightened tension through facial expression analysis and
biometrics while the doctor's tone is analyzed as confident and
even tempered. The conflict mitigator program identifies a
misunderstanding (i.e., a mismatch) based on the patient's reaction
to the doctor's words. The cognitive analyzer component of the
program may compare the mismatch and find similar conversations
between a doctor and a younger, more inexperienced, patient from a
database where the doctor had to deliver news regarding a
continuing diagnosis. The conflict mitigator program may then
provide a real-time recommendation to the doctor to slow down and
explain the terms to the new patient. Another provided real-time
recommendation for the doctor's response may be an adjustment in
the phrasing of the information to "While we may determine the need
for some further tests, we are confident that the best next step is
for you to first come back in a month for a re-examination to see
how things many have changed." The conflict mitigator program may
also provide the patient with recommendations, such as to ask for
clarification of the terms that were not understood and recommend
the patient say "Doctor, please explain what a `biopsy` is and how
it is used?"
[0031] Another scenario of how the conflict mitigator program may
foster a more trusting relationship may be between an employee and
a resident of an assisted living facility, for example in a
situation where an assisted living resident has resided at a
facility for a year. The resident does not like physical contact
and a newer employee of the facility likes to give friendly hugs
when greeting people. The quick affection from the newer employee
to the resident may cause the resident to be apprehensive and react
negatively to the employee even though the employee believes they
are being friendly.
[0032] The conflict mitigator program may identify the resident's
apprehension when interacting with the friendly employee through
biometrics and facial expression analysis. The conflict mitigator
program may also identify the employee's joyful sentiment and
openness which would create a misunderstanding (i.e., a mismatch)
with the resident's reaction. The conflict mitigator program may
then search a database to find similar scenarios and provide a
recommendation of alternative real-time responses. An alternative
real-time response for the employee may be to ask the resident
permission before doing anything physical such as giving the
resident a hug. Further, the conflict mitigator program may
recommend that the resident state more directly to the employee
about what kind of interaction is preferred.
[0033] The conflict mitigator program in the above stated examples
may generate a real-time response by analyzing past behavior and by
analyzing other similarly situated conversation environments. The
conflict mitigator program may recognize that even if the
communicators are prepared for a conversation, that face-to-face
communication may still lead to misunderstandings that are specific
to the parties involved and may provide guidance to the
communicators in real-time. If there is a mismatch in sentiment
during the conversation, the conflict mitigator program may notice
that one person may be upset while the other is demonstrating
positive characteristics such as joy or empathy. A real-time
response may provide the communicators with similar conversations
that had more positive results where the participants did not have
a negative mood, were not in a heightened response and showed
positive sentiments such as empathy, confidence, joy and/or
openness. Previous similar conversations that the conflict
mitigator program uses may be between the two parties conversing
which had positive emotive results or between two different parties
which had positive emotive results.
[0034] Referring to FIG. 1, an exemplary networked computer
environment 100 in accordance with one embodiment is depicted. The
networked computer environment 100 may include a computer 102 with
a processor 104 and a data storage device 106 that is enabled to
run a software program 108 and a conflict mitigator program 110a.
The networked computer environment 100 may also include a server
112 that is enabled to run a conflict mitigator program 110b that
may interact with a database 114 and a communication network 116.
The networked computer environment 100 may include a plurality of
computers 102 and servers 112, only one of which is shown. The
communication network 116 may include various types of
communication networks, such as a wide area network (WAN), local
area network (LAN), a telecommunication network, a wireless
network, a public switched network and/or a satellite network. It
should be appreciated that FIG. 1 provides only an illustration of
one implementation and does not imply any limitations with regard
to the environments in which different embodiments may be
implemented. Many modifications to the depicted environments may be
made based on design and implementation requirements.
[0035] The client computer 102 may communicate with the server
computer 112 via the communications network 116. The communications
network 116 may include connections, such as wire, wireless
communication links, or fiber optic cables. As will be discussed
with reference to FIG. 4, server computer 112 may include internal
components 902a and external components 904a, respectively, and
client computer 102 may include internal components 902b and
external components 904b, respectively. Server computer 112 may
also operate in a cloud computing service model, such as Software
as a Service (SaaS), Platform as a Service (PaaS), or
Infrastructure as a Service (IaaS). Server 112 may also be located
in a cloud computing deployment model, such as a private cloud,
community cloud, public cloud, or hybrid cloud. Client computer 102
may be, for example, a mobile device, a telephone, a personal
digital assistant, a netbook, a laptop computer, a tablet computer,
a desktop computer, or any type of computing devices capable of
running a program, accessing a network, and accessing a database
114. According to various implementations of the present
embodiment, the conflict mitigator program 110a, 110b may interact
with a database 114 that may be embedded in various storage
devices, such as, but not limited to a computer/mobile device 102,
a networked server 112, or a cloud storage service.
[0036] According to the present embodiment, a user using a client
computer 102 or a server computer 112 may use the conflict
mitigator program 110a, 110b (respectively) to obtain real-time
responses to communication with another person where a
misunderstanding may be present. The conflict mitigator method is
explained in more detail below with respect to FIGS. 2 and 3.
[0037] Referring now to FIG. 2, a block diagram of the conflict
mitigator program components according to at least one embodiment
is depicted. The program components 200 may include identifier
components such as a tone identifier 202, a biometric identifier
204 and a facial expression identifier 206. The program components
200 may also include a cognitive analyzer 208, a response feature
210 and a logging feature 212.
[0038] The tone identifier 202 may analyze the sentiment in the
communicator's tone of voice (e.g., volume, inflection, sharpness,
softness, etc.). The tone identifier 202 may also identify the tone
of a digital message by analyzing the words written with other
symbols and the use of capital letters. The biometric identifier
204 may measure heightened responses (e.g., changes in blood
pressure, heart rate, breathing, pupil dilation, body temperature,
etc.). The facial expression identifier 206 may recognize emotions
(e.g., joy, fear, duress, anger, etc.).
[0039] The cognitive analyzer 208 may use computing technology
(e.g., Watson Analytics.TM., Watson Analytics and all Watson
Analytics-based trademarks and logos are trademarks or registered
trademarks of International Business Machines Corporation and/or
its affiliates) to analyze the tone identifiers 202, biometric
identifiers 204, and facial expression identifiers 206 that have
been inputted into the conflict mitigator program 110a, 110b. The
cognitive analyzer 208 may analyze the personalities of the
communicator and the recipient, the history of reactions between
the personalities (e.g., positive or negative reactions) and may
identify exemplary conversations that relate to the same subject
that is being conversed. The cognitive analyzer 208 may detect
patterns of conversations and reactions made by an individual. For
example, whether a doctor has had consistent negative or positive
responses from the nurse staff. This data may be useful to both the
doctor to know how best to talk to co-workers and for the hospital
to be able to track the doctor's effectiveness in
communicating.
[0040] The response feature 210 may provide real-time feedback
(e.g., through headphones, speakers, text, type written message,
etc.) for both the communicator and the recipient based on the
cognitive analyzer's identification of exemplar conversations. The
response feature 210 may provide both parties with real-time
feedback that may be more positive in nature and that might defuse
any situation (e.g., alternative reactions and message phrasing).
Further, the response feature 210 may also allow the communicators
to build trust by communicating through any misunderstandings in
real-time. The logging feature 212 may log the tone identifiers
202, biometric identifiers 204, facial expression identifiers 206,
cognitive analysis and real-time response to capture the history of
conversations and reactions between communicators for use in the
present conversation or use in a future conversation. The conflict
mitigator program 110a, 110b may use a database 114 to store the
communications between communicators, the reactions and
resolutions. The database 114 may provide better responses (i.e.,
feedback) as the database obtains more data to pull from. For
example, the more conversations and reactions that are added to the
database 114 (e.g., Watson) may create more data for the conflict
mitigator program 110a, 110b to use when providing real-time
feedback to communicators.
[0041] Referring now to FIG. 3, an operational flowchart
illustrating the exemplary real-time conflict mitigator process 300
used by the conflict mitigator program 110a, 110b according to at
least one embodiment is depicted.
[0042] At 302, the conflict mitigator program 110a, 110b receives
real-time communication. The communication may be received either
verbally or type-written. When the communicator speaks, or sends a
message, both the recipient and the conflict mitigator program
110a, 110b receive the verbal or type-written message. The conflict
mitigator program 110a, 110b may receive communication from any
individual during a conversation. Verbal communication may be
captured using a microphone on a device in an audio file format
(e.g., .mp3 and .wav formats). The audio file may be filed in a
data repository as an audio message. The type-written communication
(i.e., type-written message) may be captured from an email or a
text message and may be filed in a data repository.
[0043] Then at 304, the conflict mitigator program 110a, 110b
determines if there is a mismatch in communication between the
sender and the recipient. A mismatch may be a misunderstanding
between the people conversing. A mismatch may occur when the intent
of the communicator does not match the resulting emotional response
of the recipient. The mismatch may even occur in the form of body
contact such as a hug, as presented in the previous example between
the employee and the assisted living facility resident. An example
of a communication misunderstanding may occur if the communicator
makes a statement or asks a question with good intentions and the
statement is met with a response from the recipient that is upset,
sad or angry. Good intentions may be measured by the communicator's
tone of voice, facial expression features and biometric features.
Similarly, the recipient's opposite response of sadness or anger
may be measured by tone of voice, facial expression features and
biometric features. An example of good intentions may show an
even-level heart rate while anger may show an elevated heart
rate.
[0044] The tone of voice feature may be captured by a microphone
input into a digital audio file format and the conflict mitigator
program 110a, 110b may identify certain patterns and compare the
patterns with known patterns of tone of voice associated with
positive and negative reactions. For example, a softer and even
tone may convey a calm and nice tone of voice while a sharp and
loud tone may convey an angry tone of voice. Facial expression
features may be captured through a camera sensor and the conflict
mitigator program 110a, 110b may conduct an image analysis or
pattern matching, or both image analysis and pattern matching, to
identify facial features associated with positive and negative
reactions. For example, a smile may show a positive facial feature
while furrowed eyebrows may convey a negative or confused facial
feature. The biometric feature may use known technology to capture
body reactions (e.g., body heat, blood flow, heart rate/pulse,
dilated pupils, etc.) to comments or physical contact. For example,
a LED (light-emitting diode) light may be shined from a device worn
on the wrist onto the wrist to detect changes in blood flow. For
example, a sharp rise in blood flow during a conversation may
convey a more negative reaction.
[0045] The mismatch may be recognized by the conflict mitigator
program 110a, 110b by noticing, for example, that the
communicator's intent was good, however, the recipient had a
negative response to the comment made by the communicator. The tone
identifiers 202, biometric identifiers 204 and facial feature
identifiers 206 may identify the communicator is positively
communicating with good intent through a nice tone, regular
heartrate and joyful facial features. The recipient may provide
tone identifiers 202, biometric identifiers 204 and facial
expression identifiers 206 to show a negative reaction by body
temperature rising, facial features that represent a stressful
emotion and a distressed tone of voice in a response. This mismatch
(e.g., misunderstanding) will cause the conflict mitigator program
110a, 110b to search a positive response database (e.g., database
114) containing positive responses for better responses to provide
for each party to use. The communicator may be presented with
real-time feedback to reword the comment while the recipient may be
presented with real-time feedback to ask the communicator to
clarify what they meant.
[0046] For example, a doctor communicates to a young patient that
the results to the tests that were run were inconclusive, a biopsy
may be needed next month and surgery may follow. The young patient
does not fully understand what is being communicated and gets
scared of the word biopsy and the word surgery. An older patient in
this scenario might not react negatively to this communication from
the doctor because an older patient would most likely understand
what the doctor is saying. The younger patient, however, does not
know what a biopsy is and is frightened at the thought of surgery
because the young patient has not been to a doctor for more than a
common cold. Therefore, the doctor's good intent with empathetic
emotions while communicating to the patient is a mismatch with the
patients resulting fear.
[0047] If the conflict mitigator program 110a, 110b determined that
there is not a mismatch in communication between the communicator
and the recipient at 304, then the conflict mitigator program 110a,
110b will log the results in a database (e.g., database 114) at
306. If no mismatch in the tone identifiers 202, biometric
identifiers 204, and facial feature identifier 206 between the
communicator's intent and the recipient's reaction is present, then
the conflict mitigator program 110a, 110b may not need to provide
any real-time response to parties in the conversation. The
conversation may be saved in a database 114 to be marked as
successful and the data from the conversation may be used to make
the cognitive analyzer 208 component more robust with potential
positive responses. For example, if a doctor provides test results
to a young patient who understood what the doctor was saying, and
the young patient provided positive tone identifiers 202, biometric
identifiers 204 and facial expression identifiers 206, then the
details of the conversation may be used for a doctor in a similar
situation but in an instance where the young patient reacted
negatively to the conversation.
[0048] If the conflict mitigator program 110a, 110b determined that
there is a mismatch in communication between the communicator and
the recipient at 304, then the conflict mitigator program 110a,
110b will provide real-time feedback to both the communicator and
the recipient at 308. The conflict mitigator program 110a, 110b
provides real-time feedback for communicators and recipients in the
event that there may be a misunderstanding or a mismatch between
the recipients internal response and the intent of the
communicator. Responses may be in the form of a message on a
screen, a voice played through speakers, or through headphones.
Responses may also be a combination of an audio message and a
type-written message. Real-time feedback may turn negative
conversations into positive conversations that yield stronger and
more trusting relationships. The real-time component of the
conflict mitigator program 110a, 110b allows the conversation to be
corrected instantly while the conversation is happening. A person
could go from having bad feelings associated with a person or
conversation in the beginning of conversing to later walking away
with good feelings associated with the same person or conversation.
The real-time component of the conflict mitigator program 110a,
110b may create a more positive environment where the people
communicating may get more value and feel better after having the
conversation.
[0049] Continuing from the previous example, since there is a
mismatch between the doctor's intent of communication and the
patient's emotional response to the communication, the conflict
mitigator program 110a, 110b may provide real-time responses to
both the doctor and the patient. Real-time feedback for the doctor
may tell the doctor to explain what a biopsy is to the patient and
that nothing further needs to be done between now and the next
checkup in a month when more information will be available after
more tests are run. The conflict mitigator program 110a, 110b may
provide real-time feedback for the doctor by searching for similar
conversations between doctors and young patients in the positive
response database (e.g., database 114), which may be more
explanatory in nature by providing definitions to words that an
older patient may already know. Alternatively, the conflict
mitigator program 110a, 110b may provide real-time feedback for the
patient to ask the doctor to explain what a biopsy is. Through the
dialog that may come from the conflict mitigator program's 110a,
110b real-time feedback component, the doctor may earn the trust of
the patient and the patient may walk away from the doctor
appointment without fear. This more positive interaction may foster
better trust and relationships.
[0050] Then at 310, the conflict mitigator program 110a, 110b will
log the results in a database 114. The results are logged into a
database 114 as stated above at 306. The log may continually
collect data and continually grow, providing more responses to more
types of situations thereby increasing the effectiveness of the
conflict mitigator program 110a, 110b over time.
[0051] It may be appreciated that FIGS. 2 and 3 provide only an
illustration of one embodiment and do not imply any limitations
with regard to how different embodiments may be implemented. Many
modifications to the depicted embodiment(s) may be made based on
design and implementation requirements. An alternate embodiment may
be where one party receives recommended (i.e., appropriate)
responses from the conflict mitigator program 110a, 110b. For
example, if the communicator has a device running the conflict
mitigator program 110a, 110b, and was speaking to a recipient who
did not have a device running the conflict mitigator program 110a,
110b, then the communicator's device may provide the communicator
with proper responses based on sentiment analysis of both the
communicator and the recipient.
[0052] FIG. 4 is a block diagram 900 of internal and external
components of computers depicted in FIG. 1 in accordance with an
illustrative embodiment of the present invention. It should be
appreciated that FIG. 4 provides only an illustration of one
implementation and does not imply any limitations with regard to
the environments in which different embodiments may be implemented.
Many modifications to the depicted environments may be made based
on design and implementation requirements.
[0053] Data processing system 902, 904 is representative of any
electronic device capable of executing machine-readable program
instructions. Data processing system 902, 904 may be representative
of a smart phone, a computer system, PDA, or other electronic
devices. Examples of computing systems, environments, and/or
configurations that may represented by data processing system 902,
904 include, but are not limited to, personal computer systems,
server computer systems, thin clients, thick clients, hand-held or
laptop devices, multiprocessor systems, microprocessor-based
systems, network PCs, minicomputer systems, and distributed cloud
computing environments that include any of the above systems or
devices.
[0054] User client computer 102 and network server 112 may include
respective sets of internal components 902 a, b and external
components 904 a, b illustrated in FIG. 4. Each of the sets of
internal components 902 a, b includes one or more processors 906,
one or more computer-readable RAMs 908, and one or more
computer-readable ROMs 910 on one or more buses 912, and one or
more operating systems 914 and one or more computer-readable
tangible storage devices 916. The one or more operating systems
914, the software program 108 and the conflict mitigator program
110a in client computer 102, and the conflict mitigator program
110b in network server 112, may be stored on one or more
computer-readable tangible storage devices 916 for execution by one
or more processors 906 via one or more RAMs 908 (which typically
include cache memory). In the embodiment illustrated in FIG. 4,
each of the computer-readable tangible storage devices 916 is a
magnetic disk storage device of an internal hard drive.
Alternatively, each of the computer-readable tangible storage
devices 916 is a semiconductor storage device such as ROM 910,
EPROM, flash memory or any other computer-readable tangible storage
device that can store a computer program and digital
information.
[0055] Each set of internal components 902 a, b also includes a R/W
drive or interface 918 to read from and write to one or more
portable computer-readable tangible storage devices 920 such as a
CD-ROM, DVD, memory stick, magnetic tape, magnetic disk, optical
disk or semiconductor storage device. A software program, such as
the software program 108 and the conflict mitigator program 110a,
110b can be stored on one or more of the respective portable
computer-readable tangible storage devices 920, read via the
respective R/W drive or interface 918, and loaded into the
respective hard drive 916.
[0056] Each set of internal components 902 a, b may also include
network adapters (or switch port cards) or interfaces 922 such as a
TCP/IP adapter cards, wireless wi-fi interface cards, or 3G or 4G
wireless interface cards or other wired or wireless communication
links. The software program 108 and the conflict mitigator program
110a in client computer 102 and the conflict mitigator program 110b
in network server computer 112 can be downloaded from an external
computer (e.g., server) via a network (for example, the Internet, a
local area network or other, wide area network) and respective
network adapters or interfaces 922. From the network adapters (or
switch port adaptors) or interfaces 922, the software program 108
and the conflict mitigator program 110a in client computer 102 and
the conflict mitigator program 110b in network server computer 112
are loaded into the respective hard drive 916. The network may
comprise copper wires, optical fibers, wireless transmission,
routers, firewalls, switches, gateway computers and/or edge
servers.
[0057] Each of the sets of external components 904 a, b can include
a computer display monitor 924, a keyboard 926, and a computer
mouse 928. External components 904 a, b can also include touch
screens, virtual keyboards, touch pads, pointing devices, and other
human interface devices. Each of the sets of internal components
902 a, b also includes device drivers 930 to interface to computer
display monitor 924, keyboard 926, and computer mouse 928. The
device drivers 930, R/W drive or interface 918, and network adapter
or interface 922 comprise hardware and software (stored in storage
device 916 and/or ROM 910).
[0058] It is understood in advance that although this disclosure
includes a detailed description on cloud computing, implementation
of the teachings recited herein are not limited to a cloud
computing environment. Rather, embodiments of the present invention
are capable of being implemented in conjunction with any other type
of computing environment now known or later developed.
[0059] Cloud computing is a model of service delivery for enabling
convenient, on-demand network access to a shared pool of
configurable computing resources (e.g. networks, network bandwidth,
servers, processing, memory, storage, applications, virtual
machines, and services) that can be rapidly provisioned and
released with minimal management effort or interaction with a
provider of the service. This cloud model may include at least five
characteristics, at least three service models, and at least four
deployment models.
[0060] Characteristics are as follows: [0061] On-demand
self-service: a cloud consumer can unilaterally provision computing
capabilities, such as server time and network storage, as needed
automatically without requiring human interaction with the
service's provider. [0062] Broad network access: capabilities are
available over a network and accessed through standard mechanisms
that promote use by heterogeneous thin or thick client platforms
(e.g., mobile phones, laptops, and PDAs). [0063] Resource pooling:
the provider's computing resources are pooled to serve multiple
consumers using a multi-tenant model, with different physical and
virtual resources dynamically assigned and reassigned according to
demand. There is a sense of location independence in that the
consumer generally has no control or knowledge over the exact
location of the provided resources but may be able to specify
location at a higher level of abstraction (e.g., country, state, or
datacenter). [0064] Rapid elasticity: capabilities can be rapidly
and elastically provisioned, in some cases automatically, to
quickly scale out and rapidly released to quickly scale in. To the
consumer, the capabilities available for provisioning often appear
to be unlimited and can be purchased in any quantity at any time.
[0065] Measured service: cloud systems automatically control and
optimize resource use by leveraging a metering capability at some
level of abstraction appropriate to the type of service (e.g.,
storage, processing, bandwidth, and active user accounts). Resource
usage can be monitored, controlled, and reported providing
transparency for both the provider and consumer of the utilized
service.
[0066] Service Models are as follows: [0067] Software as a Service
(SaaS): the capability provided to the consumer is to use the
provider's applications running on a cloud infrastructure. The
applications are accessible from various client devices through a
thin client interface such as a web browser (e.g., web-based
e-mail). The consumer does not manage or control the underlying
cloud infrastructure including network, servers, operating systems,
storage, or even individual application capabilities, with the
possible exception of limited user-specific application
configuration settings. [0068] Platform as a Service (PaaS): the
capability provided to the consumer is to deploy onto the cloud
infrastructure consumer-created or acquired applications created
using programming languages and tools supported by the provider.
The consumer does not manage or control the underlying cloud
infrastructure including networks, servers, operating systems, or
storage, but has control over the deployed applications and
possibly application hosting environment configurations. [0069]
Infrastructure as a Service (IaaS): the capability provided to the
consumer is to provision processing, storage, networks, and other
fundamental computing resources where the consumer is able to
deploy and run arbitrary software, which can include operating
systems and applications. The consumer does not manage or control
the underlying cloud infrastructure but has control over operating
systems, storage, deployed applications, and possibly limited
control of select networking components (e.g., host firewalls).
[0070] Deployment Models are as follows: [0071] Private cloud: the
cloud infrastructure is operated solely for an organization. It may
be managed by the organization or a third party and may exist
on-premises or off-premises. [0072] Community cloud: the cloud
infrastructure is shared by several organizations and supports a
specific community that has shared concerns (e.g., mission,
security requirements, policy, and compliance considerations). It
may be managed by the organizations or a third party and may exist
on-premises or off-premises. [0073] Public cloud: the cloud
infrastructure is made available to the general public or a large
industry group and is owned by an organization selling cloud
services. [0074] Hybrid cloud: the cloud infrastructure is a
composition of two or more clouds (private, community, or public)
that remain unique entities but are bound together by standardized
or proprietary technology that enables data and application
portability (e.g., cloud bursting for load-balancing between
clouds).
[0075] A cloud computing environment is service oriented with a
focus on statelessness, low coupling, modularity, and semantic
interoperability. At the heart of cloud computing is an
infrastructure comprising a network of interconnected nodes.
[0076] Referring now to FIG. 5, illustrative cloud computing
environment 1000 is depicted. As shown, cloud computing environment
1000 comprises one or more cloud computing nodes 100 with which
local computing devices used by cloud consumers, such as, for
example, personal digital assistant (PDA) or cellular telephone
1000A, desktop computer 1000B, laptop computer 1000C, and/or
automobile computer system 1000N may communicate. Nodes 100 may
communicate with one another. They may be grouped (not shown)
physically or virtually, in one or more networks, such as Private,
Community, Public, or Hybrid clouds as described hereinabove, or a
combination thereof. This allows cloud computing environment 1000
to offer infrastructure, platforms and/or software as services for
which a cloud consumer does not need to maintain resources on a
local computing device. It is understood that the types of
computing devices 1000A-N shown in FIG. 5 are intended to be
illustrative only and that computing nodes 100 and cloud computing
environment 1000 can communicate with any type of computerized
device over any type of network and/or network addressable
connection (e.g., using a web browser).
[0077] Referring now to FIG. 6, a set of functional abstraction
layers 1100 provided by cloud computing environment 1000 is shown.
It should be understood in advance that the components, layers, and
functions shown in FIG. 6 are intended to be illustrative only and
embodiments of the invention are not limited thereto. As depicted,
the following layers and corresponding functions are provided:
[0078] Hardware and software layer 1102 includes hardware and
software components. Examples of hardware components include:
mainframes 1104; RISC (Reduced Instruction Set Computer)
architecture based servers 1106; servers 1108; blade servers 1110;
storage devices 1112; and networks and networking components 1114.
In some embodiments, software components include network
application server software 1116 and database software 1118.
[0079] Virtualization layer 1120 provides an abstraction layer from
which the following examples of virtual entities may be provided:
virtual servers 1122; virtual storage 1124; virtual networks 1126,
including virtual private networks; virtual applications and
operating systems 1128; and virtual clients 1130.
[0080] In one example, management layer 1132 may provide the
functions described below. Resource provisioning 1134 provides
dynamic procurement of computing resources and other resources that
are utilized to perform tasks within the cloud computing
environment. Metering and Pricing 1136 provide cost tracking as
resources are utilized within the cloud computing environment, and
billing or invoicing for consumption of these resources. In one
example, these resources may comprise application software
licenses. Security provides identity verification for cloud
consumers and tasks, as well as protection for data and other
resources. User portal 1138 provides access to the cloud computing
environment for consumers and system administrators. Service level
management 1140 provides cloud computing resource allocation and
management such that required service levels are met. Service Level
Agreement (SLA) planning and fulfillment 1142 provide
pre-arrangement for, and procurement of, cloud computing resources
for which a future requirement is anticipated in accordance with an
SLA.
[0081] Workloads layer 1144 provides examples of functionality for
which the cloud computing environment may be utilized. Examples of
workloads and functions which may be provided from this layer
include: mapping and navigation 1146; software development and
lifecycle management 1148; virtual classroom education delivery
1150; data analytics processing 1152; transaction processing 1154;
and conflict mitigation 1156. A conflict mitigator program 110a,
110b provides real-time feedback for communicators and recipients
in the event that there may be a misunderstanding or a mismatch
between the recipients internal response and the intent of the
communicator.
[0082] The descriptions of the various embodiments of the present
invention have been presented for purposes of illustration, but are
not intended to be exhaustive or limited to the embodiments
disclosed. Many modifications and variations will be apparent to
those of ordinary skill in the art without departing from the scope
of the described embodiments. The terminology used herein was
chosen to best explain the principles of the embodiments, the
practical application or technical improvement over technologies
found in the marketplace, or to enable others of ordinary skill in
the art to understand the embodiments disclosed herein.
* * * * *