System and method for processing context data for interaction sessions
First Claim
1. A device for processing context data for interaction sessions, the device comprising a processor and memory, the memory storing computer executable instructions that when executed by the processor cause the processor to:
- detect a first interaction session using a first interaction channel between a request initiator and a request service provider, the first interaction session being related to a task;
obtain context data of a plurality of other interaction sessions between the request initiator and the request service provider, at least one of the plurality of other interaction sessions and the first interaction session using different types of interaction channels between the request initiator and the request service provider;
select a subset of the context data of the plurality of other interaction sessions that are related to the task and that occurred within a time window determined according to a type of task; and
provide the subset of the context data for the first interaction session.
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Abstract
A method and system are provided for processing context data for interaction sessions. The method includes detecting a first interaction session using a first interaction channel between a request initiator and a request service provider and obtaining context data of a plurality of other interaction sessions between the request initiator and the request service provider. The context data is related to activity of the request initiator, and at least one of the plurality of other interaction sessions and the first interaction session use different types of interaction channels between the request initiator and the request service provider. The method also includes selecting a subset of the context data of the plurality of other interaction sessions that are related to the activity. The method also includes providing the subset of the context data for the first interaction session.
32 Citations
20 Claims
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1. A device for processing context data for interaction sessions, the device comprising a processor and memory, the memory storing computer executable instructions that when executed by the processor cause the processor to:
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detect a first interaction session using a first interaction channel between a request initiator and a request service provider, the first interaction session being related to a task; obtain context data of a plurality of other interaction sessions between the request initiator and the request service provider, at least one of the plurality of other interaction sessions and the first interaction session using different types of interaction channels between the request initiator and the request service provider; select a subset of the context data of the plurality of other interaction sessions that are related to the task and that occurred within a time window determined according to a type of task; and provide the subset of the context data for the first interaction session. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A method of processing context data for interaction sessions, the method comprising:
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detecting a first interaction session using a first interaction channel between a request initiator and a request service provider, the first interaction session being related to a task; obtaining context data of a plurality of other interaction sessions between the request initiator and the request service provider, at least one of the plurality of other interaction sessions and the first interaction session using different types of interaction channels between the request initiator and the request service provider; selecting a subset of the context data of the plurality of other interaction sessions that are related to the task and that occurred within a time window determined according to a type of task; and providing the subset of the context data for the first interaction session. - View Dependent Claims (14, 15, 16, 17, 18, 19)
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20. A non-transitory computer readable medium for processing context data for interaction sessions, the computer readable medium comprising computer executable instructions for:
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detecting a first interaction session using a first interaction channel between a request initiator and a request service provider, the first interaction session being related to a task; obtaining context data of a plurality of other interaction sessions between the request initiator and the request service provider, at least one of the plurality of other interaction sessions and the first interaction session using different types of interaction channels between the request initiator and the request service provider; selecting a subset of the context data of the plurality of other interaction sessions that are related to the task and that occurred within a time window determined according to a type of task; and providing the subset of the context data for the first interaction session.
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Specification