Dynamic message processing and aggregation of data in messaging
AssigneeLiveperson, Inc.
InventorJeffrey Salter
Life of this patent
Estimating the term…
Abstract
A network device (e.g., a user's mobile phone) may be used to make a telephone call to a landline telephone associated with a client device (e.g., a business's device). If the telephone call is terminated, either the network device or the client device may generate a text message to the other and establish a communication session. The client device may present a variety of options to the network device of service requests that may be completed by text message. The network device may transmit the service request and the service request may be fulfilled by the client.
Claims21
A computer-implemented method, comprising:
- storing history data for a two-way communication sessions, wherein the history data includes contact information for a plurality of communication types, a message history including a selected routing path, an intent value associated with the message history, and a first communication type of the plurality of communication types associated with the message history;
- receiving intent indicator data related to the selected routing path and the intent value;
- processing the intent indicator data and the history data identify an updated intent value,
- dynamically generating customized routing paths using the updated intent value and the history data;
- generating a new message including the customized routing paths that correspond to the selected routing path and the updated intent value;
- and
- transmitting the new message using a second communication type different than the first communication type.
A device comprising:
- a memory;
- and
- one or more processors coupled to the memory and configured to perform operations including:
- storing history data for a two-way communication sessions, wherein the history data includes contact information for a plurality of communication types, a message history including a selected routing path, an intent value associated with the message history, and a first communication type of the plurality of communication types associated with the message history;
- receiving intent indicator data related to the selected routing path and the intent value;
- processing the intent indicator data and the history data identify an updated intent value;
- dynamically generating customized routing paths using the updated intent value and the history data;
- generating a new message including the customized routing paths that correspond to the selected routing path and the updated intent value;
- and
- transmitting the new message using a second communication type different than the first communication type.
A non-transitory computer-readable storage medium comprising instructions that, when executed by one or more processors of a device, cause the device to perform operations comprising:
- storing history data for a two-way communication sessions, wherein the history data includes contact information for a plurality of communication types, a message history including a selected routing path, an intent value associated with the message history, and a first communication type of the plurality of communication types associated with the message history;
- receiving intent indicator data related to the selected routing path and the intent value;
- processing the intent indicator data and the history data identify an updated intent value;
- dynamically generating customized routing paths using the updated intent value and the history data;
- generating a new message including the customized routing paths that correspond to the selected routing path and the updated intent value, and
- transmitting the new message using a second communication type different than the first communication type.
Dependencies are inferred from the claim text.