Multi-channel communication platform with dynamic response goals
AssigneeNIKE, Inc.
InventorDan Keller
Life of this patent
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Abstract
A multi-channel communication platform includes a messaging engine, a routing engine, and a queue manager. The messaging engine is operative to receive a plurality of textual messages from a user through any of a plurality of different messaging services in communication with the messaging engine. The plurality of textual messages form a message thread and include at least one query requesting a reply. The routing engine is operative to determine a momentum of the plurality of textual messages and to assign the message thread to a message queue associated with an agent. The queue manager is operative to specify a response time goal for providing the reply to the at least one query, where the response time goal is inversely proportional to the determined momentum.
Claims15
A multi-channel communication platform comprising:
- a messaging engine operative to receive a plurality of textual messages from a user through any of a plurality of different messaging services in communication with the messaging engine, the plurality of textual messages forming a message thread and including at least one query requesting a reply;
- a routing engine operative to determine a momentum of the plurality of textual messages and assign the message thread to a message queue associated with an agent, wherein the momentum is a function of a mass and a velocity of the message thread, wherein the mass of the message thread is a measure of an urgency of the message thread, and wherein the velocity is a measure of a speed at which the plurality of textual messages are received;
- and
- a queue manager operative to specify a response time goal for providing the reply to the at least one query, the response time goal being inversely proportional to the determined momentum.
Dependencies are inferred from the claim text.