DYNAMIC MESSAGE CONTEXT DRIVEN APPLICATION ASSEMBLY FOR CUSTOMER SERVICE AGENT PRODUCTIVITY APPLICATIONS
First Claim
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 executing in memory of a computer, by parsing content for the inbound message to identify individual text of the inbound message, and providing the text to a list of rules to locate pertinent applications;
selecting at least one of the located pertinent;
providing an activatable reference to the at least one selected application in the agent user interface; and
,displaying the agent user interface to provide access to the at least one selected application through the activatable reference.
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Accused Products
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.
6 Citations
12 Claims
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1. A dynamic message context driven application assembly method for a customer service agent productivity suite, the method comprising:
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dynamically determining a context of an inbound message in a message list of an agent user interface for the customer service agent productivity suite executing in memory of a computer, by parsing content for the inbound message to identify individual text of the inbound message, and providing the text to a list of rules to locate pertinent applications; selecting at least one of the located pertinent; providing an activatable reference to the at least one selected application in the agent user interface; and
,displaying the agent user interface to provide access to the at least one selected application through the activatable reference. - View Dependent Claims (2, 3, 4)
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5. A dynamic message response data processing system comprising:
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a computer with at least one processor and memory; 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; dynamic context driven application assembly logic executing in the computer and comprising program code enabled to dynamically 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; and
,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. - View Dependent Claims (6, 7, 8)
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9. A computer program product comprising a non-transitory 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:
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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 executing in memory of a computer, by parsing content for the inbound message to identify individual text of the inbound message, and providing the text to a list of rules to locate pertinent applications; computer usable program code for selecting at least one of the located pertinent applications; computer usable program code for providing an activatable reference to the at least one selected 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 selected application through the activatable reference. - View Dependent Claims (10, 11, 12)
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Specification