Multi-channel communication platform with dynamic response goals
US11153260B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | May 29, 2020 |
| Grant date | Oct 19, 2021 |
| Priority date | — |
| Expiry date | May 29, 2040 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04L51/226
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
A multi-channel communication platform includes a messaging engine, a routing engine, and a queue manager. The messaging engine is operative to receive a plurality of textual messages from a user through any of a plurality of different messaging services in communication with the messaging engine. The plurality of textual messages form a message thread and include at least one query requesting a reply. The routing engine is operative to determine a momentum of the plurality of textual messages and to assign the message thread to a message queue associated with an agent. The queue manager is operative to specify a response time goal for providing the reply to the at least one query, where the response time goal is inversely proportional to the determined momentum.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.