Methods and systems for generating a virtual graph of multi channel communications
AssigneeIntelePeer, Inc.
InventorBradley Taylor
Life of this patent
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Abstract
A technique is directed to methods and systems for generating a virtual graph of multi-channel communications. In some implementations, a virtual graph system provides a virtual graph relationship that manages the representation and captures the information associated with multi-channel communications, such as communications of a user with a corporate contact center. The information can include session and “customer journey” characteristics of the interaction flow beyond the details of the telecommunication infrastructure. Additionally, the virtual graph system can provide a visualization that communicates both historical details and actionable information found in the interaction graph(s).
Claims20
A method for generating a virtual graph of multi-channel communications comprising:
- collecting input data of user interactions from at least one multi-channel interaction input;
- identifying at least one virtual graph definition source to construct the virtual graph with the input data;
- constructing the virtual graph based on captured elements in the at least one virtual graph definition source;
- identifying a success or a failure of the user interactions in the virtual graph;
- and
- displaying, on a user interface, the virtual graph representing the user interactions during the multi-channel communications.
A computing system comprising:
- at least one processor;
- and
- at least one memory storing instructions that, when executed by the processor, cause the computing system to perform a process for generating a virtual graph of multi-channel communications, the process comprising:
- collecting input data of user interactions from at least one multi-channel interaction input;
- identifying at least one virtual graph definition source to construct the virtual graph with the input data;
- constructing the virtual graph based on captured elements in the at least one virtual graph definition source;
- identifying a success or a failure of the user interactions in the virtual graph;
- and
- displaying, on a user interface, the virtual graph representing the user interactions during the multi-channel communications.
A non-transitory computer-readable medium storing instructions that, when executed by a computing system, cause the computing system to perform operations for generating a virtual graph of multi-channel communications, the operations comprising:
- collecting input data of user interactions from at least one multi-channel interaction input;
- identifying at least one virtual graph definition source to construct the virtual graph with the input data;
- constructing the virtual graph based on captured elements in the at least one virtual graph definition source;
- identifying a success or a failure of the user interactions in the virtual graph;
- and
- displaying, on a user interface, the virtual graph representing the user interactions during the multi-channel communications.
Dependencies are inferred from the claim text.