Semantic CRM mobile communications sessions
AssigneeN3, LLC
InventorShannon L. Copeland
Life of this patent
Estimating the term…
Abstract
Customer relationship management (“CRM”) implemented in a computer system, including establishing by the computer system, upon a first communications contact between a tele-agent and a customer representative, as structure of computer memory of the computer system, a communications session; and administering by the computer system through the communications session across communications platforms a sequence of communications contacts, including the first contact and also subsequent communications contacts, between the tele-agent and the customer representative.
Claims18
A method of customer relationship management (“CRM”) implemented in a computer system, the method comprising:
- establishing by the computer system, upon a first communications contact between a tele-agent and a customer representative, as structure of computer memory of the computer system, a communications session;
- and
- administering by the computer system through the communications session across communications platforms a sequence of communications contacts,
- including the first contact and also subsequent communications contacts, between the tele-agent and the customer representative, wherein establishing a session comprises establishing, as structure of computer memory of the computer system, a session as an object-oriented module of automated computing machinery whose structure and contents are also stored as semantic triples in an enterprise knowledge graph.
A method of customer relationship management (“CRM”) implemented in a computer system, the method comprising:
- establishing by the computer system, upon a first communications contact between a tele-agent and a customer representative, as structure of computer memory of the computer system, a communications session;
- and
- administering by the computer system through the communications session across communications platforms a sequence of communications contacts,
- including the first contact and also subsequent communications contacts, between the tele-agent and the customer representative;
- wherein administering a sequence of contacts comprises establishing each contact as an object-oriented module of automated computing machinery that structures computer memory of the computer system and whose structure and contents are also stored as semantic triples in an enterprise knowledge graph.
A computer system that implements customer relationship management (“CRM”), the computer system comprising a computer processor operatively coupled to computer memory, the computer processor configured to function by:
- establishing, upon a first communications contact between a tele-agent and a customer representative, as structure of computer memory of the computer system, a communications session;
- and
- administering through the communications session across communications platforms a sequence of communications contacts, including the first contact and also subsequent communications contacts, between the tele-agent and the customer representative, wherein establishing a session comprises establishing, as structure of computer memory of the computer system, a session as an object-oriented module of automated computing machinery whose structure and contents are also stored as semantic triples in an enterprise knowledge graph.
A computer system that implements customer relationship management (“CRM”), the computer system comprising a computer processor operatively coupled to computer memory, the computer processor configured to function by:
- establishing, upon a first communications contact between a tele-agent and a customer representative, as structure of computer memory of the computer system, a communications session;
- and
- administering through the communications session across communications platforms a sequence of communications contacts, including the first contact and also subsequent communications contacts, between the tele-agent and the customer representative, wherein administering a sequence of contacts comprises establishing each contact as an object-oriented module of automated computing machinery that structures computer memory of the computer system and whose structure and contents are also stored as semantic triples in an enterprise knowledge graph.
Dependencies are inferred from the claim text.