Automated communications over multiple channels
US11588759B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jul 4, 2019 |
| Grant date | Feb 21, 2023 |
| Priority date | — |
| Expiry date | Nov 4, 2039 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/2038
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A company may implement automated workflows for convenience of users or to reduce support costs. For example, allowing a user to change an address using an automated workflow may be faster or less expensive than with a human agent. Companies may provide support over different types of communications channels with different capabilities, such as voice channels and text channels. Instead of implementing different workflows for different channels, a company may separate aspects of the workflow that are common to different channels from aspects of the workflow that are different for different channels. For example, a workflow may be implemented to determine an action in response to a received communication where the action may be used with multiple channels. The action may then be used to select an action implementation that is specific to a channel.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.