Task-centered context management
US10332047B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Oct 24, 2016 |
| Grant date | Jun 25, 2019 |
| Priority date | — |
| Expiry date | Dec 24, 2036 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F3/1423
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A method, system, and computer program product for interaction management systems. The method commences upon receiving a first incoming communication pertaining to a first task, and launching a first task-centered context user interface being initially populated with a first screen device selected in response to the type of incoming communication (e.g., a phone call icon, etc.). An agent interacts with the client by responding to the incoming communication. Then, the method receives a second incoming communication pertaining to the same first task; and populates the first task-centered context user interface with a second screen device appropriate for the second incoming communication (e.g., a chat UI, etc.). Additional new incoming events are routed to its corresponding task-centered context (or a new task-centered context is created). Thus, upon receiving a third incoming communication pertaining to a second task (different from the first task), the method launches a second task-centered context user interface.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.