SYSTEM AND METHOD FOR MANAGING MULTI-MODAL COMMUNICATION SESSIONS

• US 20160381091A1
• Filed: 06/27/2015
• Published: 12/29/2016
• Est. Priority Date: 06/27/2015
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Hayes, Seamus, O'Connor, Neil, Ezell, Joel M.
• Granted Patent: US 9,871,835 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04L 65/1083 In-session procedures
• CPC Class Codes: H04L 65/1089 by adding media; by removing media
• CPC Class Codes: H04L 65/403 Arrangements for multi-party communication, e.g. for conferences data switching systems for conference H04L12/18; arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities H04M3/56; television conferencing systems H04N7/15
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]

Abstract

A computing system for managing a multi-modal communication session in an enterprise is disclosed. The computing system includes a monitoring module for monitoring activities associated with the multi-modal communication session between a customer and an agent, wherein the customer and the agent communicate over a first communication modality. The system further includes an analysis module for analyzing the activities to initiate communication between the customer and the agent over a second communication modality within the multi-modal communication session, wherein the communication over the second communication modality operates along with the communication over the first communication modality. The system further includes a notification module for generating notifications for notifying information associated with the first communication modality, the second communication modality, or a combination thereof to a supervisor.

Claims

1. A computing system for managing a multi-modal communication session in an enterprise, the system comprising:

a monitoring module for monitoring one or more activities associated with the multi-modal communication session between a customer and an agent, wherein the customer and the agent communicate over a first communication modality;

an analysis module for analyzing the one or more activities to initiate communication between the customer and the agent over a second communication modality within the multi-modal communication session, wherein the communication over the second communication modality operates along with the communication over the first communication modality; and

a notification module for generating one or more notifications for notifying information associated with the first communication modality, the second communication modality, or a combination thereof, to a supervisor.

2. The system of claim 1, further comprises a user interface module for enabling the supervisor to join the multi-modal communication session.

3. The system of claim 2, wherein the user interface module receives a request from the supervisor to join the multi-modal communication session.

4. The system of claim 2, wherein the supervisor joins the multi-modal communication session based on bandwidth of the first communication modality, the second communication modality, or a combination thereof.

5. The system of claim 2, wherein the user interface module further provides additional information associated with the multi-modal communication session to at least one of the agent and the supervisor.

6. The system of claim 1, wherein the first communication modality and the second communication modality comprise at least one of a text communication modality, an audio communication modality, a video communication modality, and a web chat communication modality.

7. The system of claim 1, wherein the multi-modal communication session is a Web Real time Communication (WebRTC) communication session.

8. The system of claim 1, wherein a plurality of multi-modal communication sessions are monitored by the supervisor, wherein a plurality of notifications associated with the multi-modal communication sessions are presented to the supervisor.

9. The system of claim 1, wherein the one or more notifications include information associated with a plurality of multi-modal communication sessions between one or more customers and one or more agents.

10. A computer-implemented method for managing a multi-modal communication session, the method comprising:

monitoring one or more activities associated with the multi-modal communication session between a customer and an agent, wherein the customer and the agent communicate over a first communication modality;

analyzing the one or more activities to initiate communication between the customer and the agent over a second communication modality within the multi-modal communication session, wherein the communication over the second communication modality operates along with the communication over the first communication modality; and

generating one or more notifications for notifying information associated with the first communication modality, the second communication modality, or a combination thereof, to a supervisor.

11. The method of claim 10, further enables the supervisor to join the multi-modal communication session.

12. The method of claim 11, further receives a request from the supervisor to join the multi-modal communication session.

13. The method of claim 11, wherein the supervisor joins the multi-modal communication session based on bandwidth of the first communication modality, the second communication modality, or a combination thereof.

14. The method of claim 10, further provides additional information associated with the multi-modal communication session to at least one of the agent and the supervisor.

15. The method of claim 10, wherein the first communication modality and the second communication modality comprise at least one of a text communication modality, an audio communication modality, a video communication modality, and a web chat communication modality.

16. The method of claim 10, wherein a plurality of multi-modal communication sessions are monitored by the supervisor, wherein a plurality of notifications associated with the multi-modal communication sessions are presented to the supervisor.

17. The method of claim 10, wherein the one or more notifications include information associated with a plurality of multi-modal communication sessions between one or more customers and one or more agents.

18. A computer-implemented method for managing a multi-modal communication session in an enterprise, the method comprising:

monitoring one or more activities associated with the multi-modal communication session between a customer and an agent, wherein the customer and the agent communicate over a first communication modality;

storing the one or more activities in at least one database;

analyzing the one or more activities to initiate communication between the customer and the agent over a second communication modality within the multi-modal communication session, wherein the communication over the second communication modality operates along with the communication over the first communication modality;

generating one or more notifications for notifying information associated with the first communication modality, the second communication modality, or a combination thereof, to a supervisor;

receiving a request from the supervisor to join the multi-modal communication session; and

enabling the supervisor to join the multi-modal communication session.

19. The method of claim 18, further provides additional information associated with the multi-modal communication session to at least one of the agent and the supervisor.

20. The method of claim 18, wherein the first communication modality and the second communication modality comprise at least one of a text communication modality, an audio communication modality, a video communication modality, and a web chat communication modality.