Online interaction processing
First Claim
1. A computer-implemented method for processing online interactions, said method comprising:
- accessing two online interactions;
generating two interaction descriptors from the two online interactions using grammatical and semantic processing; and
analyzing the two descriptors together to determine a piece of information related to the interactions;
wherein the two interactions are from different time frames,wherein one descriptor includes a generalization of the corresponding interaction, andwherein the two interactions are from different modes of communication.
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Abstract
Methods and apparatus to process online interactions from numerous sources, coming from different time frames and systems. One embodiment includes a facilitator, an interaction processor, and an action generator. The facilitator facilitates interactions in one or more devices, where interactions typically occur. The processor can consolidate and analyze interactions from multiple sources, in different formats, and collected at different time frames, to extract intelligence from them. The processor processes such interactions, and generates an interaction descriptor for each interaction. A descriptor can include a generalization of the corresponding interaction, and at least a part of the interaction. Descriptors for different types of interactions can be represented by the same format to allow the processor to analyze them together. The action generator can improve on future interactions; refer an interaction to be responded by a human representative if necessary; and allow users to extract information from the analysis, and generate reports regarding the interactions. Future interactions can then be significantly enhanced, with customers having higher satisfaction level, and companies more accurately charting their future.
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Citations
20 Claims
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1. A computer-implemented method for processing online interactions, said method comprising:
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accessing two online interactions; generating two interaction descriptors from the two online interactions using grammatical and semantic processing; and analyzing the two descriptors together to determine a piece of information related to the interactions; wherein the two interactions are from different time frames, wherein one descriptor includes a generalization of the corresponding interaction, and wherein the two interactions are from different modes of communication. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification