EP2929502A4 - Cross-channel conversations with context aware transition between channels - Google Patents

Cross-channel conversations with context aware transition between channels

Info

Publication number
EP2929502A4
EP2929502A4 EP13860520.9A EP13860520A EP2929502A4 EP 2929502 A4 EP2929502 A4 EP 2929502A4 EP 13860520 A EP13860520 A EP 13860520A EP 2929502 A4 EP2929502 A4 EP 2929502A4
Authority
EP
European Patent Office
Prior art keywords
channels
cross
context aware
transition
conversations
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Ceased
Application number
EP13860520.9A
Other languages
German (de)
French (fr)
Other versions
EP2929502A1 (en
Inventor
Arne Stoertenbecker
Alex Khodorenko
Vladimir Pimtchenkov
Sergey B Belov
Yevgeniy Petrovykh
Patrick Mackey
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Genesys Cloud Services Holdings II LLC
Original Assignee
Greeneden US Holdings II LLC
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority claimed from US13/708,915 external-priority patent/US9497289B2/en
Priority claimed from US13/708,921 external-priority patent/US9300482B2/en
Application filed by Greeneden US Holdings II LLC filed Critical Greeneden US Holdings II LLC
Publication of EP2929502A1 publication Critical patent/EP2929502A1/en
Publication of EP2929502A4 publication Critical patent/EP2929502A4/en
Ceased legal-status Critical Current

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q50/00—Systems or methods specially adapted for specific business sectors, e.g. utilities or tourism
    • G06Q50/01—Social networking
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
EP13860520.9A 2012-12-07 2013-12-06 Cross-channel conversations with context aware transition between channels Ceased EP2929502A4 (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US13/708,915 US9497289B2 (en) 2012-12-07 2012-12-07 System and method for social message classification based on influence
US13/708,921 US9300482B2 (en) 2012-12-07 2012-12-07 Cross-channel conversations with context aware transition between channels
PCT/US2013/073748 WO2014089539A1 (en) 2012-12-07 2013-12-06 Cross-channel conversations with context aware transition between channels

Publications (2)

Publication Number Publication Date
EP2929502A1 EP2929502A1 (en) 2015-10-14
EP2929502A4 true EP2929502A4 (en) 2016-06-01

Family

ID=50884064

Family Applications (1)

Application Number Title Priority Date Filing Date
EP13860520.9A Ceased EP2929502A4 (en) 2012-12-07 2013-12-06 Cross-channel conversations with context aware transition between channels

Country Status (2)

Country Link
EP (1) EP2929502A4 (en)
WO (1) WO2014089539A1 (en)

Families Citing this family (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US9497289B2 (en) 2012-12-07 2016-11-15 Genesys Telecommunications Laboratories, Inc. System and method for social message classification based on influence
JP7068195B2 (en) 2016-06-21 2022-05-16 オラクル・インターナショナル・コーポレイション Interactive messaging system sessionization unit in natural language hosted in the Internet cloud
US10270864B2 (en) 2016-06-21 2019-04-23 Oracle International Corporation Internet cloud-hosted natural language interactive messaging system server collaboration
JP6952060B2 (en) 2016-06-21 2021-10-20 オラクル・インターナショナル・コーポレイション User Resolver, an interactive messaging system in natural language hosted in the Internet cloud
EP3513308A1 (en) 2016-09-16 2019-07-24 Oracle International Corporation Internet cloud-hosted natural language interactive messaging system with entity-based communication
WO2019108683A1 (en) * 2017-12-01 2019-06-06 OneMarket Network LLC Maintaining context in transaction conversations

Family Cites Families (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
AU2001292813A1 (en) * 2000-09-15 2002-03-26 Avaya Technology Corp. Call center with integrated work management
KR100851157B1 (en) * 2006-10-18 2008-08-08 주식회사 케이티 Call center, system, and method for providing nationwide representative number rerouting service
US20080108360A1 (en) * 2006-11-02 2008-05-08 Motorola, Inc. System and method for reassigning an active call to a new communication channel
US8831203B2 (en) * 2008-12-23 2014-09-09 Genesys Telecommunications Laboratories, Inc. System and methods for tracking unresolved customer involvement with a service organization and automatically formulating a dynamic service solution
US8515049B2 (en) * 2009-03-26 2013-08-20 Avaya Inc. Social network urgent communication monitor and real-time call launch system

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
BERNERS-LEE MIT/LCS R FIELDING U C IRVINE L MASINTER XEROX CORPORATION T: "Uniform Resource Identifiers (URI): Generic Syntax; rfc2396.txt", 5. JCT-VC MEETING; 96. MPEG MEETING; 16-3-2011 - 23-3-2011; GENEVA; (JOINT COLLABORATIVE TEAM ON VIDEO CODING OF ISO/IEC JTC1/SC29/WG11 AND ITU-T SG.16 ); URL: HTTP://WFTP3.ITU.INT/AV-ARCH/JCTVC-SITE/, INTERNET ENGINEERING TASK FORCE, IETF, CH, 1 August 1998 (1998-08-01), XP015008180, ISSN: 0000-0003 *

Also Published As

Publication number Publication date
EP2929502A1 (en) 2015-10-14
WO2014089539A1 (en) 2014-06-12

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