Multi-channel communication platform with dynamic response goals
US11743228B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Oct 18, 2021 |
| Grant date | Aug 29, 2023 |
| Priority date | — |
| Expiry date | Oct 18, 2041 |
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 operative to receive a plurality of textual messages from a user, a routing engine, and an agent interface. The plurality of textual messages form a message thread and include at least one query requesting a reply. The routing engine is operative to transmit the message thread to a message queue associated with a live agent and to receive a reply from the live agent and transmit the reply to the user. The agent interface includes an active chat thread displaying the message thread and operative to receive the reply from the live agent, and a support window operative to display contextual information to the live agent about at least one of the user or the message thread. The routing engine further includes an automated agent that is configured to analyze the query and provide one or more proposed responses to the query.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.