Apparatus and methods for multi-mode asynchronous communication

• US 10,015,263 B2
• Filed: 09/25/2015
• Issued: 07/03/2018
• Est. Priority Date: 04/23/2012
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Logan, Paul, Hibbard, Mike, Gray, Joshua, Clements, Vete
• Primary Examiner(s): Nguyen, Quang N
• Application Number:
  US14/866,080
• Publication Number:
  US 20160226978A1
• Time in Patent Office: 1,012 Days
• Field of Search: 370338, 455410, 726 2, 705 50, 709203, 709206, 709217, 709219, 709223, 709224, 709226, 709228, 709231, 709232, 709238
• CPC Class Codes: H04L 63/08 for authentication of entities cryptographic mechanisms or cryptographic arrangements for entity authentication H04L9/32
• CPC Class Codes: H04L 63/083 using passwords cryptographic mechanisms or cryptographic arrangements for entity authentication using a predetermined code H04L9/3226
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/141 Setup of application sessions admission control or resource allocation in data switching networks H04L47/70
• CPC Class Codes: H04L 67/146 Markers for unambiguous identification of a particular session, e.g. session cookie or URL-encoding
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 3/42263 where the same subscriber uses different terminals, i.e. nomadism
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5307 for recording messages comprising any combination of audio and non-audio components
• CPC Class Codes: H04M 7/0042 where the data service is a text-based messaging service H04M7/0054 takes precedence

Abstract

A method includes receiving at a host device a first communication associated with a transaction from at least one electronic device included in a set of electronic devices. The host device includes at least a memory, a processor, and a database. The first communication received at a first time and via a first communication mode. The method includes sending a response to the first communication at a second time after the first time and independent of the first time. The host devices receives a second communication associated with the transaction from the at least one electronic device at a third time. The first communication, the response to the first communication, and the second communication are displayable in a persistent record of the transaction regardless of a difference between the first time and the third time.

Claims

1. An apparatus, comprising:

a memory; and

a processor, the processor configured to receive, at a first time and from a first electronic device associated with a user, a first communication associated with a transaction, the processor configured to store the first communication as associated with the user in a database based on an

identifier of the first electronic device being associated with the user,

the processor configured to receive, at a second time and from a second electronic device associated with the user, a second communication associated with the transaction, the processor configured to store the second communication as associated with the user in the database based on an identifier of the second electronic device being associated with the user,

the processor configured to define, based on the first communication and the second communication, a third communication associated with the transaction, the processor configured to send, at a third time, the third communication to both the first electronic device and the second electronic device based on both the first electronic device and the second electronic device being associated with the user,

the first communication, the second communication and the third communication being displayable in a persistent record of the transaction regardless of (1) a time duration between the first time and the third time and (2) a time duration between the second time and the third time, and

the processor configured to receive, from the first electronic device, historical context information associated with the user, the historical context information being displayable in the persistent record of the transaction, wherein the historical context information includes a communication history to and from the user and the processor.

2. The apparatus of claim 1, wherein the processor is configured to receive, at a third time, a fourth communication, the fourth communication being unrelated to the transaction, the forth communication being displayable in a record different than the persistent record of the transaction.

3. The apparatus of claim 1, wherein the processor is configured to receive, from the first electronic device, historical context information associated with the user, the processor configured to define the third communication based on the historical context information.

4. The apparatus of claim 1, wherein the processor is configured to send the third communication to both the first electronic device and the second electronic device based on a profile associated with the user.

5. The apparatus of claim 1, wherein the processor is configured to authenticate the first electronic device in response to the first communication and based on the identifier of the first electronic device.

6. A non-transitory processor-readable medium storing code representing instructions to be executed by a processor, the code comprising code to cause the processor to:

receive, at a host device at a first time and from an electronic device associated with a user, a first communication and historical context information associated with the user, the first communication and the historical context information being associated with a transaction, wherein the historical context information includes a communication history to and from the user and the host device;

store the first communication and the historical context information as associated with the user in a database;

define, based on the first communication and the historical context information, a second communication, the second communication being associated with the transaction; and

send, at a second time after the first time, the second communication to the user, the first communication and the second communication and the historical context information being displayable in a persistent record of the transaction regardless of a time duration between the first time and the second time.

7. The non-transitory processor-readable medium of claim 6, further comprising code to cause the processor to:

receive, at a third time, a third communication, the third communication being unrelated to the transaction, the third communication being displayable in a record different than the persistent record of the transaction.

8. The non-transitory processor-readable medium of claim 6, wherein the historical context information includes at least one of purchase history associated with the user or website history associated with the user.

9. The non-transitory processor-readable medium of claim 6, wherein the historical context information is first historical context information, the code further comprising code to cause the processor to:

retrieve, from the database and in response to the first communication, second historical context information, the code to cause the processor to define includes code to cause the processor to define the second communication based on the first communication, the first historical context information and the second historical context information.

10. The non-transitory processor-readable medium of claim 6, wherein the code to cause the processor to send includes code to cause the processor to send the second communication to the electronic device.

11. The non-transitory processor-readable medium of claim 6, wherein the electronic device is a first electronic device, the code to cause the processor to send includes code to cause the processor to send the second communication to a second electronic device associated with the user and different from the first electronic device.

12. The non-transitory processor-readable medium of claim 6, wherein the electronic device is a first electronic device, the code to cause the processor to send includes code to cause the processor to send the second communication to the first electronic device and a second electronic device associated with the user and different from the first electronic device.

13. A non-transitory processor-readable medium storing code representing instructions to be executed by a processor, the code comprising code to cause the processor to:

receive, at a first time and from a first electronic device associated with a user, a first communication associated with a transaction;

store, in a database, the first communication as associated with the user based on an identifier of the first electronic device being associated with the user;

receive, at a second time and from a second electronic device associated with the user, a second communication associated with the transaction;

store, in the database, the second communication as associated with the user based on an identifier of the second electronic device being associated with the user;

retrieve, from the database and in response to at least one of the first communication or the second communication, historical context information associated with the user, wherein the historical context information includes a communication history with the user;

define a third communication associated with the transaction based on the first communication, the second communication and the historical context information; and

send, at a third time, the third communication to both the first electronic device and the second electronic device based on both the first electronic device and the second electronic device being associated with the user,

wherein the first communication, the second communication, the third communication and the historical context information are displayable in a persistent record of the transaction regardless of (1) a time duration between the first time and the third time and (2) a time duration between the second time and the third time.

14. The non-transitory processor-readable medium of claim 13, wherein the first communication, the second communication and the third communication are displayable in a persistent record of the transaction regardless of (1) a time duration between the first time and the third time and (2) a time duration between the second time and the third time.

15. The non-transitory processor-readable medium of claim 13, further comprising code to cause the processor to:

receive, at a third time, a fourth communication, the fourth communication being unrelated to the transaction, the first communication, the second communication and the third communication are displayable in a persistent record of the transaction, the fourth communication being displayable in a record different than the persistent record of the transaction.

16. The non-transitory processor-readable medium of claim 13, wherein the historical context information is first historical context information, the code further comprising code to cause the processor to:

receive, from the first electronic device, second historical context information, the code to cause the processor to define includes code to cause the processor to define the third communication based on the second historical context information.

17. The non-transitory processor-readable medium of claim 13, wherein the code to cause the processor to receive the first communication includes code to cause the processor to

receive the first communication via a first communication mode, the code to cause the processor to receive the second communication includes code to cause the processor to receive the second communication via a second communication mode different from the first communication mode,

the first communication and the second communication being displayable in a persistent record of the transaction.

18. The non-transitory processor-readable medium of claim 13, wherein the historical context information includes at least one of purchase history associated with the user or website history associated with the user.