AGGREGATED MULTI-TOPIC AGENT DESKTOP

• US 20150139415A1
• Filed: 11/19/2013
• Published: 05/21/2015
• Est. Priority Date: 11/19/2013
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Skiba, David, Erhart, George, Becker, Lee, Matula, Valentine C.
• Granted Patent: US 9,635,175 B2
• Time in Patent Office: Days
• US Class Current: 379/265.09
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 3/42382 Text-based messaging services in telephone networks such as PSTN/ISDN, e.g. User-to-User Signalling or Short Message Service for fixed networks
• CPC Class Codes: H04M 3/5133 Operator terminal details

Abstract

A dialog aggregator provided by a contact center communication system for text-based interaction chains is described along with various methods and mechanisms for administering the same. The dialog aggregator produces a summary, in real-time, of questions posed and existing answers in the interaction chain while identifying outstanding questions that have not been answered for display to an agent. The display includes any current answer the agent is working on as well as completed items and additionally executes rules based on the status of the remaining questions. The display in canonical form of the summary and outstanding question set enables a contact center agent or other observer of the interaction to quickly and efficiently assess the interaction history.

Claims

1. A method for aggregating dialog topics, comprising:

receiving a multi-topic dialog;

analyzing the multi-topic dialog to identify questions contained within the multi-topic dialog;

formatting a presentation of the multi-topic dialog, the presentation including an identification of at least some of the questions contained within the multi-topic dialog;

determining whether each question in the identified questions has been addressed; and

presenting the presentation of the multi-topic dialog, wherein the presentation of the multi-topic dialog includes the identified questions along with corresponding indications of whether or not the identified questions have been answered.

2. The method of claim 1, wherein determining whether each question in the identified questions has been addressed comprises:

analyzing at least one of a social media interaction, an email interaction, and a chat interaction to determine if a question has been addressed by someone other than a contact center agent.

3. The method of claim 2, wherein determining whether each question in the identified questions has been addressed further comprises:

analyzing interactions between a contact center resource and the multi-topic dialog to determine whether the contact center resource has addressed the identified questions.

4. The method of claim 1, wherein presenting the presentation of the multi-topic dialog includes displaying an answer to each question in the identified questions.

5. The method of claim 1, further comprising:

determining that less than all questions in the identified questions have been addressed;

identifying each un-addressed question; and

highlighting each un-addressed question in the presentation of the multi-topic dialog for a contact center agent.

6. The method of claim 5, further comprising:

requiring a contact center resource to address each question in the identified questions prior to allowing the contact center resource to close a contact center work item associated with the multi-topic dialog.

7. The method of claim 1, wherein the multi-topic dialog comprises a plurality of interactions between a plurality of different social media users, email users, and chat users and wherein the identified questions originate from a plurality of different social media users, email users, and chat users.

8. The method of claim 1, wherein the multi-topic dialog comprises a single message transmitted to a contact center from a single user and wherein the multi-topic dialog includes a plurality of different questions requiring action by a contact center agent.

9. A non-transitory computer-readable medium comprising processor-executable instructions, the instruction comprising:

instructions configured to receive, by a processor, a multi-topic dialog;

instructions configured to analyze the multi-topic dialog to identify questions contained within the multi-topic dialog;

instructions configured to format a presentation of the multi-topic dialog, the presentation including an identification of at least some of the questions contained within the multi-topic dialog;

instructions configured to determine whether each question in the identified questions has been addressed; and

instructions configured to present the presentation of the multi-topic dialog, wherein the presentation of the multi-topic dialog includes the identified questions along with corresponding indications of whether or not the identified questions have been answered.

10. The computer-readable medium of claim 9, wherein instructions configured to determine whether each question in the identified questions has been addressed comprises:

instructions configured to analyze at least one of a social media interaction, an email interaction, and a chat interaction to determine if a question has been addressed by someone other than a contact center agent.

11. The computer-readable medium of claim 10, wherein instructions configured to determine whether each question in the identified questions has been addressed further comprises:

instructions configured to analyze interactions between a contact center resource and the multi-topic dialog to determine whether the contact center resource has addressed the identified questions.

12. The computer-readable medium of claim 9, wherein instructions configured to present the presentation of the multi-topic dialog includes instructions configured to display an answer to each question in the identified questions.

13. The computer-readable medium of claim 9, further comprising:

instructions configured to determine that less than all questions in the identified questions have been addressed;

instructions configured to identify each un-addressed question; and

instructions configured to highlight each un-addressed question in the presentation of the multi-topic dialog for a contact center agent.

14. The computer-readable medium of claim 13, further comprising:

instructions configured to require a contact center resource to address each question in the identified questions prior to allowing the contact center resource to close a contact center work item associated with the multi-topic dialog.

15. The computer-readable medium of claim 9, wherein the multi-topic dialog comprises a plurality of interactions between a plurality of different social media users, email users, and chat users and wherein the identified questions originate from a plurality of different social media users, email users, and chat users.

16. The computer-readable medium of claim 9, wherein the multi-topic dialog comprises a single message transmitted to a contact center from a single user and wherein the multi-topic dialog includes a plurality of different questions requiring action by a contact center agent.

17. A communication system, comprising:

a dialog aggregator module configured to receive a multi-topic dialog and perform the following operations;

analyze the multi-topic dialog to identify questions contained within the multi-topic dialog;

format a presentation of the multi-topic dialog, the presentation including an identification of at least some of the questions contained within the multi-topic dialog;

determine whether each question in the identified questions has been addressed; and

present the presentation of the multi-topic dialog, wherein the presentation of the multi-topic dialog includes the identified questions along with corresponding indications of whether or not the identified questions have been answered.

18. The system of claim 17, wherein the determining step comprises an analysis of at least one of a social media interaction, an email interaction, and a chat interaction to determine if a question has been addressed by someone other than a contact center agent.

19. The system of claim 17, further comprising:

a dialog aggregator module configured to perform the following operations;

analyze interactions between a contact center resource and the multi-topic dialog to determine whether the contact center resource has addressed the identified questions;

determine that less than all questions in the identified questions have been addressed;

identify each un-addressed question;

highlight each un-addressed question in the presentation of the multi-topic dialog for a contact center agent; and

require a contact center resource to address each question in the identified questions prior to allowing the contact center resource to close a contact center work item associated with the multi-topic dialog.

20. The system of claim 17, wherein the multi-topic dialog comprises a plurality of interactions between a plurality of different social media users, email users, and chat users and wherein the identified questions originate from a plurality of different social media users, email users, and chat users, and wherein the multi-topic dialog comprises a single message transmitted to a contact center from a single user and wherein the multi-topic dialog includes a plurality of different questions requiring action by a contact center agent.