Techniques for supervising communications from multiple communication modalities

A system comprising:

• a data store;
• and
• at least one computing device in communication with the data store, wherein the at least one computing device is configured to:
• receive at least one first communication sent using a first communication modality;
• receive at least one second communication sent using a second communication modality;
• determine that the at least one first communication and the at least one second communication correspond to a single interaction;
• generate a communication object for the single interaction in the form of an interaction transcript model, the communication object comprising a plurality of historical communications in a particular structure consistent across communication modalities from the at least one first communication and the at least one second communication;
• determine a plurality of contexts for the single interaction from the communication object;
• store the communication object in the data store with a plurality of different communication objects;
• and
• retrieve the communication object in response to a search request based on the plurality of contexts.

A non-transitory computer-readable medium embodying a program that, when executed by at least one computing device, causes the at least one computing device to:

• receive at least one first communication sent using a first communication modality;
• receive at least one second communication sent using a second communication modality;
• determine that the at least one first communication and the at least one second communication correspond to a single interaction;
• generate a communication object for the single interaction in the form of an interaction transcript model, the communication object comprising a plurality of historical communications in a particular structure consistent across communication modalities from the at least one first communication and the at least one second communication;
• determine a plurality of contexts for the single interaction from the communication object;
• store the communication object in a database among a plurality of communication objects;
• and
• retrieve the communication object in response to a search request based on the plurality of contexts.