Dynamic message context driven application assembly for customer service agent productivity applications

• US 8,160,232 B2
• Filed: 08/31/2006
• Issued: 04/17/2012
• Est. Priority Date: 08/31/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: KANA Software Incorporated (Verint Systems Incorporated)
• Inventors: Isaacs, Charlie, Nehru, Vikas, Singh, Dilpreet
• Primary Examiner(s): Nguyen, Joseph J
• Application Number:
  US11/469,173
• Publication Number:
  US 20080056480A1
• Time in Patent Office: 2,056 Days
• Field of Search: 379/88.18, 379/88.22, 379/88.17, 379/265.12, 709/206
• US Class Current: 379/265.01
• CPC Class Codes: H04M 3/5133 Operator terminal details
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

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.

Claims

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 applications;

providing an activatable reference to the at least one selected application in the agent user interface;

displaying the agent user interface to provide access to the at least one selected application through the activatable reference; and

passing the context of the inbound message as input to the at least one application;

receiving a view of the at least one application, the view comprising output responsive to the input; and

rendering the view of the at least one application in the agent user interface.

2. The method of claim 1, wherein selecting at least one of the located pertinent applications, comprises selecting both applications that are internal to the customer service agent productivity suit and applications that external to the customer service agent productivity suite from amongst the located pertinent applications.

3. The method of claim 1, wherein providing an activatable reference to the at least one selected application in the agent user interface, comprises providing an activatable tab for the at least one selected application in a tab control of the agent user interface.

4. The method of claim 1, further comprising:

identifying text within the inbound message;

formatting the identified text as a hyperlink pointing to a Web page related to the identified text; and

,

loading the Web page in a content browser.

5. A dynamic message response data processing system comprising:

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, wherein the program code of the context driven application assembly logic is further enabled to pass the context of the inbound message as input to an application in the set of applications, to receive a view of the application, the view comprising output responsive to the input; and

to render the view of the application in the agent user interface.

6. The system of claim 5, wherein at least one of the applications in the set of applications is an internal application for the customer service agent productivity suite.

7. The system of claim 5, wherein at least one of the applications in the set of applications is an external application to the customer service agent productivity suite.

8. The system of claim 5, wherein each activatable reference for each application in the set of applications in the agent user interface, comprises an activatable tab in a tab control for the agent user interface.

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:

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;

computer usable program code for displaying the agent user interface to provide access to the at least one selected application through the activatable reference; and

computer usable program code for passing the context of the inbound message as input to the at least one application;

computer usable program code for receiving a view of the at least one application, the view comprising output responsive to the input; and

,

computer usable program code for rendering the view of the at least one application in the agent user interface.

10. The computer program product of claim 9, wherein the computer usable program code for selecting at least one of the located pertinent applications, comprises computer usable program code for selecting both applications that are internal to the customer service agent productivity suit and applications that external to the customer service agent productivity suite from amongst the located pertinent applications.

11. The computer program product of claim 9, wherein the computer usable program code for providing an activatable reference to the at least one selected application in the agent user interface, comprises computer usable program code for providing an activatable tab for the at least one selected application in a tab control of the agent user interface.

12. The computer program product of claim 9, further comprising:

computer usable program code for identifying text within the inbound message;

computer usable program code for formatting the identified text as a hyperlink pointing to a Web page related to the identified text; and

,

computer usable program code for loading the Web page in a content browser.