DYNAMIC MESSAGE CONTEXT DRIVEN APPLICATION ASSEMBLY FOR CUSTOMER SERVICE AGENT PRODUCTIVITY APPLICATIONS

• US 20080056480A1
• Filed: 08/31/2006
• Published: 03/06/2008
• Est. Priority Date: 08/31/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: KANA Software Incorporated (Verint Systems Incorporated)
• Inventors: Singh, Dilpreet, Nehru, Vikas, Isaacs, Charlie
• Granted Patent: US 8,160,232 B2
• Time in Patent Office: Days
• US Class Current: 379/265.01
• CPC Class Codes: H04M 3/5133 Operator terminal details
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

Embodiments of the present invention address deficiencies of the art in respect to message response systems for customer service environments and provide a method, system and computer program product for dynamic message context driven application assembly in a customer service agent productivity suite of applications. In one embodiment of the invention, a message context driven application assembly method for a customer service agent productivity suite can be provided. The method can include determining a context of an inbound message in a message list of an agent user interface for the customer service agent productivity suite; selecting at least one application based upon the determined context; providing an activatable reference to the at least one application in the agent user interface; and, displaying the agent user interface to provide access to the at least one application through the activatable reference.

Claims

1. A dynamic message context driven application assembly method for a customer service agent productivity suite, the method comprising:

dynamically determining a context of an inbound message in a message list of an agent user interface for the customer service agent productivity suite;

selecting at least one application based upon the determined context;

providing an activatable reference to the at least one application in the agent user interface; and

,

displaying the agent user interface to provide access to the at least one application through the activatable reference.

2. The method of claim 1, further comprising:

passing the context of the inbound message as input to the at least one application;

receiving a view of the at least one application, the view comprising output responsive to the input; and

,

rendering the view of the at least one application in the agent user interface.

3. The method of claim 1, wherein determining a context of an inbound message in a message list of an agent user interface for the customer service agent productivity suite, comprises parsing content for the inbound message to identify individual text of the inbound message.

4. The method of claim 3, wherein selecting at least one application based upon the determined context, comprises:

providing the text to a list of rules to locate pertinent applications; and

,

selecting located ones of the pertinent applications to be referenced in the agent user interface.

5. The method of claim 1, wherein selecting at least one application based upon the determined context, comprises selecting both applications that are internal to the customer service agent productivity suit and applications that external to the customer service agent productivity suite based upon the determined context.

6. The method of claim 1, wherein providing an activatable reference to the at least one application in the agent user interface, comprises providing an activatable tab for the at least one application in a tab control of the agent user interface.

7. The method of claim 1, further comprising:

identifying text within the inbound message;

formatting the identified text as a hyperlink pointing to a Web page related to the identified text; and

,

loading the Web page in a content browser.

8. A dynamic message response data processing system comprising:

a customer service agent productivity suite of applications;

a messaging client coupled to the productivity suite;

an agent interface to the customer service agent productivity suite; and

,

dynamic context driven application assembly logic comprising program code enabled to determine a context of an inbound message in a message list of the messaging client, to select a set of applications based upon the determined context, and to provide an activatable reference for each application in the set of applications in the agent user interface.

9. The system of claim 8, further comprising a list of rules coupled to the context driven application assembly logic, the list of rules correlating context for inbound messages with different applications in the set of applications.

10. The system of claim 8, wherein at least one of the applications in the set of applications is an internal application for the customer service agent productivity suite.

11. The system of claim 8, wherein at least one of the applications in the set of applications is an external application to the customer service agent productivity suite.

12. The system of claim 8, wherein the program code of the context driven application assembly logic is further enabled to pass the context of the inbound message as input to an application in the set of applications, to receive a view of the application, the view comprising output responsive to the input;

and to render the view of the application in the agent user interface.

13. The system of claim 8, wherein each activatable reference for each application in the set of applications in the agent user interface, comprises an activatable tab in a tab control for the agent user interface.

14. A computer program product comprising a computer usable medium having computer usable program code for dynamic message context driven application assembly for a customer service agent productivity suite, the computer program product including:

computer usable program code for dynamically determining a context of an inbound message in a message list of an agent user interface for the customer service agent productivity suite;

computer usable program code for selecting at least one application based upon the determined context;

computer usable program code for providing an activatable reference to the at least one application in the agent user interface; and

,

computer usable program code for displaying the agent user interface to provide access to the at least one application through the activatable reference.

15. The computer program product of claim 14, further comprising:

computer usable program code for passing the context of the inbound message as input to the at least one application;

computer usable program code for receiving a view of the at least one application, the view comprising output responsive to the input; and

,

computer usable program code for rendering the view of the at least one application in the agent user interface.

16. The computer program product of claim 14, wherein the computer usable program code for determining a context of an inbound message in a message list of an agent user interface for the customer service agent productivity suite, comprises computer usable program code for parsing content for the inbound message to identify individual text of the inbound message.

17. The computer program product of claim 16, wherein the computer usable program code for selecting at least one application based upon the determined context, comprises:

computer usable program code for providing the text to a list of rules to locate pertinent applications; and

,

computer usable program code for selecting located ones of the pertinent applications to be referenced in the agent user interface.

18. The computer program product of claim 14, wherein the computer usable program code for selecting at least one application based upon the determined context, comprises computer usable program code for selecting both applications that are internal to the customer service agent productivity suit and applications that external to the customer service agent productivity suite based upon the determined context.

19. The computer program product of claim 14, wherein the computer usable program code for providing an activatable reference to the at least one application in the agent user interface, comprises computer usable program code for providing an activatable tab for the at least one application in a tab control of the agent user interface.

20. The computer program product of claim 14, further comprising:

computer usable program code for identifying text within the inbound message;

computer usable program code for formatting the identified text as a hyperlink pointing to a Web page related to the identified text; and

,

computer usable program code for loading the Web page in a content browser.