Multi-channel communication platform with dynamic response goals
US12063198B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Jul 18, 2023 |
| Grant date | Aug 13, 2024 |
| Priority date | — |
| Expiry date | Jul 18, 2043 |
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, the plurality of textual messages forming a message thread and including 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 queue manager is operative to provide the live agent with an adjustable reward following a response to the query, with the amount of the award being based on one or more of: the perceived complexity of the query; a number of outstanding or unassigned queries; or the perceived urgency of the query.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.