Dynamic message context driven application assembly for customer service agent productivity applications
US8548155B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Apr 16, 2012 |
| Grant date | Oct 1, 2013 |
| Priority date | — |
| Expiry date | Apr 16, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5183
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Embodiments of the present invention address deficiencies of the art in respect to message response systems for customer service environments and provide a method, system and computer program product for dynamic message context driven application assembly in a customer service agent productivity suite of applications. In one embodiment of the invention, a message context driven application assembly method for a customer service agent productivity suite can be provided. The method can include determining a context of an inbound message in a message list of an agent user interface for the customer service agent productivity suite; selecting at least one application based upon the determined context; providing an activatable reference to the at least one application in the agent user interface; and, displaying the agent user interface to provide access to the at least one application through the activatable reference.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.