Dynamically adaptable real-time customer experience manager and/or associated method
US9922350B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Jul 16, 2014 |
| Grant date | Mar 20, 2018 |
| Priority date | — |
| Expiry date | Aug 13, 2034 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F3/0616
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Certain example embodiments relate to a dynamically adaptable real-time customer experience manager and/or associated method. Electronic messages are received from different source systems. Each message has an associated message type. Metadata is dynamically and programmatically developed for each received message based on an extensible set of scoring scenarios. The metadata includes at least one metric that is comparable across messages of different types for assessing relative priorities. A determination is made as to where in a queue of pending messages each received message is to be inserted, based on the metadata. A complex event processing query is executed on the queue to dynamically identify a pending message therein that is to be delivered. The identified pending message is subjected to pre-programmed distribution scenarios to identify which possible communication channel(s) that identified pending message is to be sent. The identified pending message is forwarded to the identified communication channel(s) for sending.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.