Conversation branching for more efficient resolution

A system for conversation branching, comprising:

• a processor;
• a conversation branching module operating on the processor, the conversation branching module being configured to cause the processor to perform a set of functions comprising:
• generating a fingerprint for each message of a plurality of messages in an online conversation between at least two users;
• storing the fingerprint for each message of the online conversation in a lookup table;
• receiving a new message from one of the users;
• generating an artifact that correlates to the new message;
• comparing the artifact to each fingerprint in the lookup table to determine a similarity between the new message and each message in the online conversation;
• and
• generating one or more proposed reply messages to the new message for branching the online conversation to a new conversation point that corresponds to a selected one of the one or more proposed reply messages, the one or more proposed reply messages being based at least on a previous message in the online conversation having a closest similarity to the new message.

A system for conversation branching, comprising:

• a processor;
• a conversation branching module operating on the processor, the conversation branching module being configured to cause the processor to perform a set of functions comprising:
• storing a plurality of messages communicated in an online conversation between at least two users;
• generating a fingerprint for each message in the online conversation;
• storing the fingerprint for each message of the online conversation in a lookup table;
• receiving a new message from one of the users;
• generating an artifact that correlates to the new message;
• comparing the artifact to each fingerprint in the lookup table to determine a similarity between the new message and each of the stored messages;
• and
• generating one or more proposed reply messages to the new message for branching the online conversation to a new conversation point that corresponds to a selected one of the one or more proposed reply messages, the one or more proposed reply messages being based at least on one of the stored messages that has a closest similarity to the new message.