BACKGROUND

The present disclosure relates generally to networked information handling systems, and more particularly to prioritizing received communications for possible response.

As the value and use of information continues to increase, individuals and businesses seek additional ways to process and store information. One option available to users is information handling systems. An information handling system generally processes, compiles, stores, and/or communicates information or data for business, personal, or other purposes thereby allowing users to take advantage of the value of the information. Because technology and information handling needs and requirements vary between different users or applications, information handling systems may also vary regarding what information is handled, how the information is handled, how much information is processed, stored, or communicated, and how quickly and efficiently the information may be processed, stored, or communicated. The variations in information handling systems allow for information handling systems to be general or configured for a specific user or specific use such as financial transaction processing, airline reservations, enterprise data storage, or global communications. In addition, information handling systems may include a variety of hardware and software components that may be configured to process, store, and communicate information and may include one or more computer systems, data storage systems, and networking systems.

Providers of products and services benefit from receiving feedback about those products and services from customers, consumers or other users. In addition to traditional service requests and surveys, feedback can come via many other channels, including electronic mail, social media posts and comments, and web page form entry. This potentially vast quantity of separate communications reaching a provider can make it difficult to determine the most critical communications for purposes of response.

SUMMARY

Methods, information handling systems and computer readable media are disclosed for prioritizing communications. According to one embodiment, a method includes receiving, at a communications prioritization engine including a processor, communication data reflecting a communication relating to a provider of a product or service. The communication data includes source information representing a source of the communication. This method embodiment further includes identifying subject characteristic information within the communication data, and determining a subject characteristic score component using the subject characteristic information. The embodiment further includes determining a source score component using the source information and determining a response priority score using the subject characteristic score component and the source score component. The embodiment further includes determining, based on the response priority score, whether the communication data should be forwarded to a response function of the provider, and forwarding the communication data to the response function in response to a determination that the communication data should be forwarded.

