# US 12,223,509 B2 · Customer management system > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 12,223,509 B2 - Document ID: US12223509B2 - Status: Granted - Kind: B2 - Application number: 18/435,408 - Filed: 2024-02-07 - Published: 2024-05-30 - Granted: 2025-02-11 - Earliest claimed: 2014-09-12 - Assignees: Nextiva, Inc. - Applicants: Nextiva, Inc. - Inventors: Tomas Gorny - Web page: https://patentgrep.com/patent/US12223509B2 ## CPC - G06Q 30/01: Customer relationship services - G06F 16/9535: Search customisation based on user profiles and personalisation - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) ## Abstract A system and method are disclosed for scoring an interaction over one or more channels by an end user and an entity by monitoring the communications over the channels and assigning penalties and scores based on topics associated with the communications. ## Claims ### Claim 1 A method of topic management, comprising: receiving, by a graphical user interface of a computer comprising a processor and a memory, a selection of a topic category of a hierarchy of one or more topics; receiving, by the graphical user interface of the computer, a definition of a subtopic associated with the topic category, wherein the definition comprises one or more parameters; receiving, by the graphical user interface of the computer, an input for an expected resolve time of the subtopic; receiving, by the graphical user interface of the computer, an input for an expected resolve time of one or more channels corresponding to the subtopic; receiving, by the graphical user interface of the computer, values for one or more of: aggravation score values, evaporation period values, repeat issue penalty values and overage penalties corresponding to the topic category or the subtopic; receiving, by the graphical user interface of the computer, internal notes and campaign notes which are linked to one or more of the topic category and the subtopic; monitoring, by the computer, one or more channels of communication between one or more end users and one or more entities for one or more communications; analyzing, by the computer, in response to the monitoring the one or more communications between at least one end user of the one or more end users and at least one entity of the one or more entities, to identify one or more topic categories or one or more subtopics that characterize the one or more communications; scoring, by the computer, the one or more communications based on, at least in part, the values to generate an overall score characterizing the one or more communications; and generating, by the graphical user interface of the computer, a status of the one or more communications based on applying a predetermined range to the overall score. ### Claim 2 (depends on 1) The method of claim 1, further comprising: receiving, by the graphical user interface of the computer, a new topic category and one or more parameters of the new topic category. ### Claim 3 (depends on 1) The method of claim 1, further comprising: receiving, by the graphical user interface of the computer, a selection to sort topic categories and subtopics according to one or more of: alphabetically, date created and date modified. ### Claim 4 (depends on 1) The method of claim 1, further comprising: receiving, by the graphical user interface of the computer, a selection to determine points corresponding to a particular topic category or subtopic, wherein the points correspond to one or more penalties assessed when a topic category or subtopic occur in a monitored communication. ### Claim 5 (depends on 1) The method of claim 1, further comprising: receiving, by the graphical user interface of the computer, a selection to include a wiki article in tickets related to a particular topic category or subtopic. ### Claim 6 (depends on 1) The method of claim 1, further comprising: adding or subtracting, by the computer, penalty points corresponding to the score when a time period has elapsed after a communication, wherein the penalty points and the adding or subtracting correspond to a particular topic category or a particular subtopic. ### Claim 7 (depends on 6) The method of claim 6, further comprising: receiving, by the graphical user interface of the computer, an entry of a forgiveness period corresponding to a time period after which the adding or subtracting of the penalty points are reversed. ### Claim 8 A system for topic management, comprising: a computer comprising a graphical user interface, a memory and a processor that: receives a selection of a topic category of a hierarchy of one or more topics; receives a definition of a subtopic associated with the topic category, wherein the definition comprises one or more parameters; receives an input for an expected resolve time of the subtopic; receives an input for an expected resolve time of one or more channels corresponding to the subtopic; receives values for one or more of: aggravation score values, evaporation period values, repeat issue penalty values and overage penalties corresponding to the topic category or the subtopic; receives internal notes and campaign notes which are linked to one or more of the topic category and the subtopic; monitors one or more channels of communication between one or more end users and one or more entities for one or more communications; analyzes in response to the monitoring the one or more communications between at least one end user of the one or more end users and at least one entity of the one or more entities, to identify one or more topic categories or one or more subtopics that characterize the one or more communications; scores the one or more communications based on, at least in part, the values to generate an overall score characterizing the one or more communications; and generates a status of the one or more communications based on applying a predetermined range to the overall score. ### Claim 9 (depends on 8) The system of claim 8, wherein the computer further: receives a new topic category and one or more parameters of the new topic category. ### Claim 10 (depends on 8) The system of claim 8, wherein the computer further: receives a selection to sort topic categories and subtopics according to one or more of: alphabetically, date created and date modified. ### Claim 11 (depends on 8) The system of claim 8, wherein the computer further: receives a selection to determine points corresponding to a particular topic category or subtopic, wherein the points correspond to one or more penalties assessed when a topic category or subtopic occur in a monitored communication. ### Claim 12 (depends on 8) The system of claim 8, wherein the computer further: receives a selection to include a wiki article in tickets related to a particular topic category or subtopic. ### Claim 13 (depends on 8) The system of claim 8, wherein the computer further: adds or subtracts penalty points corresponding to the score when a time period has elapsed after a communication, wherein the penalty points and the adds or subtracts correspond to a particular topic category or a particular subtopic. ### Claim 14 (depends on 13) The system of claim 13, wherein the computer further: receives an entry of a forgiveness period corresponding to a time period after which the adding or subtracting of the penalty points are reversed. ### Claim 15 A non-transitory computer-readable medium embodied with software for topic management, the software when executed using one or more computer systems is programmed to: receive a selection of a topic category of a hierarchy of one or more topics; receive a definition of a subtopic associated with the topic category, wherein the definition comprises one or more parameters; receive an input for an expected resolve time of the subtopic; receive an input for an expected resolve time of one or more channels corresponding to the subtopic; receive values for one or more of: aggravation score values, evaporation period values, repeat issue penalty values and overage penalties corresponding to the topic category or the subtopic; receive internal notes and campaign notes which are linked to one or more of the topic category and the subtopic; monitor one or more channels of communication between one or more end users and one or more entities for one or more communications; analyze in response to the monitoring the one or more communications between at least one end user of the one or more end users and at least one entity of the one or more entities, to identify one or more topic categories or one or more subtopics that characterize the one or more communications; score the one or more communications based on, at least in part, the values to generate an overall score characterizing the one or more communications; and generate a status of the one or more communications based on applying a predetermined range to the overall score. ### Claim 16 (depends on 15) The non-transitory computer-readable medium of claim 15, wherein the software is further programmed to: receive a new topic category and one or more parameters of the new topic category. ### Claim 17 (depends on 15) The non-transitory computer-readable medium of claim 15, wherein the software is further programmed to: receive a selection to sort topic categories and subtopics according to one or more of: alphabetically, date created and date modified. ### Claim 18 (depends on 15) The non-transitory computer-readable medium of claim 15, wherein the software is further programmed to: receive a selection to determine points corresponding to a particular topic category or subtopic, wherein the points correspond to one or more penalties assessed when a topic category or subtopic occur in a monitored communication. ### Claim 19 (depends on 18) The non-transitory computer-readable medium of claim 18, wherein the software is further programmed to: receive a selection to include a wiki article in tickets related to a particular topic category or subtopic. ### Claim 20 (depends on 15) The non-transitory computer-readable medium of claim 15, wherein the software is further programmed to: add or subtract penalty points corresponding to the score when a time period has elapsed after a communication, wherein the penalty points and the add or subtract correspond to a particular topic category or a particular subtopic.