DYNAMICALLY ADAPTABLE REAL-TIME CUSTOMER EXPERIENCE MANAGER AND/OR ASSOCIATED METHOD
First Claim
1. A computer-mediated electronic message distribution method, comprising:
- receiving electronic messages from a plurality of different source systems, each said received message having an associated message type;
dynamically and programmatically developing metadata for each said received message based on an extensible set of scoring scenarios, the metadata including at least one metric that is comparable across messages of different message types in assessing relative priorities of such messages, the extensible set of scoring scenarios being stored to a first non-transitory computer readable storage medium and being computer-executable;
determining where in a queue of pending messages each said received message is to be inserted, based on the metadata associated with the respective messages;
responsive to the determining, inserting each said received message into the queue of pending messages;
executing, in connection with at least one processor, a complex event processing (CEP) query on the queue of pending messages to dynamically identify a pending message therein that is to be delivered;
subjecting the identified pending message that is to be delivered to a plurality of pre-programmed distribution scenarios to identify which of a plurality of possible communication channels that identified pending message is to be sent, the pre-programmed distribution scenarios being stored to a second non-transitory computer readable storage medium and being computer-executable; and
forwarding on the identified pending message to the identified communication channel(s) for sending.
1 Assignment
0 Petitions
Accused Products
Abstract
Certain example embodiments relate to a dynamically adaptable real-time customer experience manager and/or associated method. Electronic messages are received from different source systems. Each message has an associated message type. Metadata is dynamically and programmatically developed for each received message based on an extensible set of scoring scenarios. The metadata includes at least one metric that is comparable across messages of different types for assessing relative priorities. A determination is made as to where in a queue of pending messages each received message is to be inserted, based on the metadata. A complex event processing query is executed on the queue to dynamically identify a pending message therein that is to be delivered. The identified pending message is subjected to pre-programmed distribution scenarios to identify which possible communication channel(s) that identified pending message is to be sent. The identified pending message is forwarded to the identified communication channel(s) for sending.
-
Citations
30 Claims
-
1. A computer-mediated electronic message distribution method, comprising:
-
receiving electronic messages from a plurality of different source systems, each said received message having an associated message type; dynamically and programmatically developing metadata for each said received message based on an extensible set of scoring scenarios, the metadata including at least one metric that is comparable across messages of different message types in assessing relative priorities of such messages, the extensible set of scoring scenarios being stored to a first non-transitory computer readable storage medium and being computer-executable; determining where in a queue of pending messages each said received message is to be inserted, based on the metadata associated with the respective messages; responsive to the determining, inserting each said received message into the queue of pending messages; executing, in connection with at least one processor, a complex event processing (CEP) query on the queue of pending messages to dynamically identify a pending message therein that is to be delivered; subjecting the identified pending message that is to be delivered to a plurality of pre-programmed distribution scenarios to identify which of a plurality of possible communication channels that identified pending message is to be sent, the pre-programmed distribution scenarios being stored to a second non-transitory computer readable storage medium and being computer-executable; and forwarding on the identified pending message to the identified communication channel(s) for sending. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
-
-
18. A message manager computer system, comprising:
-
processing resources including at least one processor; and a plurality of computer-mediated interfaces to respective electronic message source systems over which electronic messages are receivable; wherein the processing resources are configured to cooperate with the plurality of interfaces and control the message manager computer system to at least; receive electronic messages from ones of the electronic message source systems, each said received message having an associated message type; dynamically and programmatically develop metadata for each said received message based on an extensible set of scoring scenarios, the metadata including at least one metric that is comparable across messages of different message types in assessing relative priorities of such messages, the extensible set of scoring scenarios being stored to a first non-transitory computer readable storage medium of the message manager computer system and being computer-executable; determine where in a queue of pending messages each said received message is to be inserted, based on the metadata associated with the respective messages; responsive to the determining, insert each said received message into the queue of pending messages; dynamically identify a pending message in the queue of pending messages that is to be delivered; subject the identified pending message that is to be delivered to a plurality of pre-programmed distribution scenarios to identify which of a plurality of possible communication channels that identified pending message is to be sent, the pre-programmed distribution scenarios being stored to a second non-transitory computer readable storage medium of the message manager computer system and being computer-executable; and forward on the identified pending message to the identified communication channel(s) for sending. - View Dependent Claims (19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29)
-
-
30. A non-transitory computer readable storage medium tangibly storing a program comprising instructions that, when executed by a computer, cause the computer to at least:
-
receive electronic messages from a plurality of different source systems, each said received message having an associated message type; dynamically and programmatically develop metadata for each said received message based on an extensible set of scoring scenarios, the metadata including at least one metric that is comparable across messages of different message types in assessing relative priorities of such messages; determine where in a queue of pending messages each said received message is to be inserted, based on the metadata associated with the respective messages; responsive to the determining, insert each said received message into the queue of pending messages; execute a query on the queue of pending messages to dynamically identify a pending message therein that is to be delivered; subject the identified pending message that is to be delivered to a plurality of pre-programmed distribution scenarios to identify which of a plurality of possible communication channels that identified pending message is to be sent; and forward on the identified pending message to the identified communication channel(s) for sending.
-
Specification