System and Method of Capturing, Tracking, Composing, Analyzing and Automating Analog and Digital Interactions

A computer-implemented method, comprising:

• monitoring, by a computer comprising a processor and memory and operatively coupled to a display device, one or more communications on a first communication channel between one or more end user systems and one or more entity systems;
• monitoring one or more communications on a second communication channel between the one or more end user systems and one or more entity systems;
• accessing one or more thread criteria comprising one or more keyword criteria;
• grouping the one or more communications on the first and second communication channels into one or more interaction threads based, at least in part, on the one or more keyword criteria of the thread criteria, wherein the interaction threads are communication channel agnostic;
• scoring one or more interaction activities according to one or more words of an interaction using a numerical value sentiment score;
• tracking the numerical value sentiment score of the one or more interaction activities by comparing a first numerical value sentiment score of one or more earlier interaction activities with an at least second numerical value sentiment score of one or more subsequent interaction activities;
• determining a magnitude of a change between the first numerical value sentiment score and the at least second numerical value sentiment score;
• in response to detecting the magnitude of the change indicates the at least second numerical value sentiment score is lower than the first numerical value sentiment score, triggering an alert across more than one interaction thread of the one or more interaction threads;
• and
• displaying the grouped communications and the alert on the display device.

A non-transitory computer-readable storage medium embodied with software, the software when executed:

• monitors, by a computer comprising a processor and memory and operatively coupled to a display device, one or more communications on a first communication channel between one or more end user systems and one or more entity systems;
• monitors one or more communications on a second communication channel between the one or more end user systems and one or more entity systems;
• accesses one or more thread criteria comprising one or more keyword criteria;
• groups the one or more communications on the first and second communication channels into one or more interaction threads based, at least in part, on the one or more keyword criteria of the thread criteria, wherein the interaction threads are communication channel agnostic;
• scores one or more interaction activities according to one or more words of an interaction using a numerical value sentiment score;
• tracks the numerical value sentiment score of the one or more interaction activities by comparing a first numerical value sentiment score of one or more earlier interaction activities with an at least second numerical value sentiment score of one or more subsequent interaction activities;
• determines a magnitude of a change between the first numerical value sentiment score and the at least second numerical value sentiment score;
• in response to detecting the magnitude of the change indicates the at least second numerical value sentiment score is lower than the first numerical value sentiment score, triggers an alert across more than one interaction thread of the one or more interaction threads;
• and
• displays the grouped communications and the alert on the display device.