JP2022534737A - 動的応答目標を備えるマルチチャネル通信プラットフォーム - Google Patents
動的応答目標を備えるマルチチャネル通信プラットフォーム Download PDFInfo
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Abstract
Description
本出願は、2019年5月31日に出願された米国仮特許出願第62/855,917号からの優先権の利益を主張し、その全文を参照により援用する。
本開示は、通信及びワークフローを管理するためのマルチチャネル通信プラットフォームに関する。
Claims (16)
- メッセージングエンジンと、
ルーティングエンジンと、
キューマネージャと、を含み、
前記メッセージングエンジンは、前記メッセージングエンジンと通信する複数の異なるメッセージングサービスのいずれかを通じてユーザから複数のテキストメッセージを受信するように作動し、該複数のテキストメッセージは、メッセージスレッドを形成し、返事を要求する少なくとも1つのクエリを含み、
前記ルーティングエンジンは、前記複数のテキストメッセージの運動量を決定して、エージェントと関連付けられるメッセージキューに前記メッセージスレッドを割り当てるように作動し、
前記キューマネージャは、前記少なくとも1つのクエリに前記返事を提供する応答時間目標を特定するように作動し、該応答時間目標は、前記決定する運動量に反比例する、
マルチチャネル通信プラットフォーム。 - 前記複数の異なるメッセージングサービスは、ショートメッセージサービス(SMS)、マルチメディアメッセージングサービス(MMS)、プッシュ通知サービス、インターネットプロトコル(IP)メッセージングサービス、又は電子メールサービスのうちの少なくとも2つを含む、請求項1に記載のマルチチャネル通信プラットフォーム。
- 前記ルーティングエンジンは、自動化エージェントであり、該自動化エージェントは、前記少なくとも1つのクエリのコンテキストを理解するように構成される自然言語応答エンジンを含む、請求項1に記載のマルチチャネル通信プラットフォーム。
- 前記自動化エージェントは、前記少なくとも1つのクエリのうちの第1に受信するクエリに応答するように構成される、請求項3に記載のマルチチャネル通信プラットフォーム。
- 前記運動量は、前記メッセージスレッドの質量及び速度の関数であり、前記メッセージスレッドの前記質量は、前記メッセージスレッドの緊急性の尺度であり、前記速度は、前記複数のテキストメッセージが受信される速さの尺度である、請求項1に記載のマルチチャネル通信プラットフォーム。
- 前記メッセージキューは、複数のメッセージスレッドを含み、各メッセージスレッドは、異なる運動量値を有し、
前記メッセージキューは、最大運動量を有し、
前記メッセージキュー内の前記複数のメッセージスレッドの各メッセージスレッドからの前記運動量値の合計が、前記最大運動量よりも少ない、
請求項1に記載のマルチチャネル通信プラットフォーム。 - エージェントインターフェースを更に含み、該エージェントインターフェースは、
ライブエージェントと関連付けられる前記メッセージキューの表現と、
前記メッセージスレッドを表示し、前記ライブエージェントから前記返事を受信するように作動する、アクティブチャットスレッドと、
前記ユーザについての情報を表示するように作動するサポートウィンドウと、を含む、
請求項1に記載のマルチチャネル通信プラットフォーム。 - 前記ルーティングエンジンは、自動化エージェントを含み、該自動化エージェントは、前記クエリを分析して、前記サポートウィンドウを介して前記ライブエージェントに1つ以上の提案された応答を提供するように作動する、請求項7に記載のマルチチャネル通信プラットフォーム。
- 前記自動化エージェントは、前記メッセージスレッドを分析し、応答して、製品が販売のために提供されるインターネットウェブページへのハイパーリンクを提供するように作動し、前記製品は、前記メッセージスレッド内で参照される、請求項8に記載のマルチチャネル通信プラットフォーム。
- 利用可能な製品在庫のデータベースを更に含み、前記自動化エージェントは、前記製品が前記利用可能な製品在庫内に存在する場合にのみ、前記ハイパーリンクを提供するように作動する、請求項9に記載のマルチチャネル通信プラットフォーム。
- 前記ハイパーリンクは、前記ライブエージェントによって前記アクティブチャットスレッドにコピーされることができる、請求項9に記載のマルチチャネル通信プラットフォーム。
- 前記ユーザについての前記情報は、前記ユーザの製品嗜好、前記ユーザのサイズ、前記ユーザの最近の閲覧履歴の表示、前記ユーザの製品関心の表示、前記ユーザの消費パターンの表示、ライブエージェントと前記ユーザとの間の以前のメッセージスレッドの要約、ユーザタグ付き製品の要約、又は前記ユーザの購買履歴の要約のうちの少なくとも1つを含む、請求項7に記載のマルチチャネル通信プラットフォーム。
- 前記メッセージキューは、複数のメッセージスレッドを含み、各メッセージスレッドは、異なるそれぞれのユーザを有する複数のテキストメッセージを含む、請求項7に記載のマルチチャネル通信プラットフォーム。
- 前記キューマネージャは、前記クエリに対する応答に続いて、前記エージェントに報酬を提供するように作動する、請求項1に記載のマルチチャネル通信プラットフォーム。
- 前記報酬は、デジタル通貨を含み、
当該マルチチャネル通信プラットフォームは、
前記ユーザに表示されるように作動する前記エージェントを表すアバターと、
前記デジタル通貨の代わりに前記アバターと共に表示するためのデジタル装飾を提供するように作動するデジタル報酬ストアと、を更に含む、
請求項14に記載のマルチチャネル通信プラットフォーム。 - 前記デジタル装飾は、分散型ブロックチェーン台帳に格納されるトークンに一意に保管される、請求項15に記載のマルチチャネル通信プラットフォーム。
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US11323408B2 (en) * | 2019-10-28 | 2022-05-03 | Liveperson, Inc. | Dynamic communications routing to disparate endpoints |
US11409829B2 (en) * | 2020-12-21 | 2022-08-09 | Capital One Services, Llc | Methods and systems for redirecting a user from a third party website to a provider website |
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US20230197067A1 (en) * | 2021-12-20 | 2023-06-22 | Rovi Guides, Inc. | Methods and systems for responding to a natural language query |
US11734518B2 (en) * | 2021-12-21 | 2023-08-22 | The Adt Security Corporation | Analyzing monitoring system events using natural language processing (NLP) |
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