System and method for distributed rule-based sequencing engine
First Claim
1. A method of generating a sequence of interactions, comprising:
- defining, by a processor, one or more sequence types, each of the one or more sequence types based on a time frame and associated with one or more customers via a unique customer identifier;
receiving, by a distributed computing system comprising a plurality of computing nodes running a distributed database on distributed processors and distributed memory, a batch of interaction data describing interaction events between the one or more customers and an agent,sorting, by the distributed computing system, the received batch of interaction data into groups of interaction events, wherein each group is associated with a corresponding unique customer identifier of the one or more customers;
storing the sorted groups of interaction events in a customer history table based on the customer identifier, wherein the customer history table stores historical interaction events for each of the one or more customers; and
for each customer identifier in the customer history table;
a) for each received interaction event;
if the particular received interaction event matches one or more sequence types associated with the current customer identifier, loading a subset of the historical interaction events associated with the current customer identifier that are within the corresponding time frame,b) assigning each loaded subset of historical interaction events and the particular received interaction event to a sequence for the particular customer identifier.
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Accused Products
Abstract
A computing device including a processor and memory may receive input from a user to define one or more sequence types, each sequence type based on a time frame. A distributed computing system may receive interaction data on a plurality of computing nodes and describing an interaction event between a customer and an agent. The one or more computing nodes may associate the received interaction event with the customer'"'"'s identifier in a customer history table, wherein the customer history table stores historical interaction events for the customer. Further, the computing nodes may assign the received interaction event to a sequence, based on the defined one or more sequence types.
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Citations
20 Claims
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1. A method of generating a sequence of interactions, comprising:
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defining, by a processor, one or more sequence types, each of the one or more sequence types based on a time frame and associated with one or more customers via a unique customer identifier; receiving, by a distributed computing system comprising a plurality of computing nodes running a distributed database on distributed processors and distributed memory, a batch of interaction data describing interaction events between the one or more customers and an agent, sorting, by the distributed computing system, the received batch of interaction data into groups of interaction events, wherein each group is associated with a corresponding unique customer identifier of the one or more customers; storing the sorted groups of interaction events in a customer history table based on the customer identifier, wherein the customer history table stores historical interaction events for each of the one or more customers; and for each customer identifier in the customer history table; a) for each received interaction event; if the particular received interaction event matches one or more sequence types associated with the current customer identifier, loading a subset of the historical interaction events associated with the current customer identifier that are within the corresponding time frame, b) assigning each loaded subset of historical interaction events and the particular received interaction event to a sequence for the particular customer identifier. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system comprising:
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at least one processor configured to define one or more sequence types, each sequence type based on a time frame, and associated with one or more customers via a unique customer identifier; and a distributed file system running a distributed database on distributed processors and distributed memory comprising a plurality of processors on a plurality of computing nodes, wherein the processors are configured to; receive a batch of interaction data describing interaction events between the one or more customers and an agent; sort the received batch of interaction data into groups of interaction events, wherein each group is associated with a corresponding unique customer identifier of the one or more customers; store the sorted groups of interaction events in a customer history table based on the customer identifier, wherein the customer history table stores historical interaction events for each of the one or more customers; and for each customer identifier in the customer history table; a) for each received interaction event; if the particular received interaction event matches one or more sequence types associated with the current customer identifier, load a subset of the historical interaction events associated with the current customer identifier that are within the corresponding time frame, b) assign each loaded subset of historical interaction events and the particular received interaction event to a sequence for the particular customer identifier. - View Dependent Claims (11, 12, 13, 14, 15)
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16. An apparatus, comprising:
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at least one processor configured to define one or more sequence types, each sequence type based on a time frame, and associated with one or more customers via a unique customer identifier; and a distributed file system running a distributed database on distributed processors and distributed memory comprising a plurality of processors on a plurality of computing nodes, wherein the processors are configured to; receive a batch of interaction data describing interaction events between the one or more customer and an agent; sort the received batch of interaction data into groups of interaction events, wherein each group is associated with a corresponding unique customer identifier of the one or more customers; store the sorted groups of interaction events in a customer history table based on the customer identifier, wherein the customer history table stores historical interaction events for each of the one or more customers; and for each customer identifier in the customer history table; a) for each received interaction event; if the particular received interaction event matches one or more sequence types associated with the current customer identifier, load a subset of the historical interaction events associated with the current customer identifier that are within the corresponding time frame, b) assign each loaded subset of historical interaction events and the particular received interaction event to a sequence for the particular customer identifier. - View Dependent Claims (17, 18, 19, 20)
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Specification