Online interaction processing
First Claim
1. A computer-implemented method for processing online interactions, said method comprising:
- accessing two online interactions;
generating, using a processing unit, two interaction descriptors from the two online interactions using grammatical and semantic processing; and
analyzing, using the processing unit, 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.
42 Citations
38 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, using a processing unit, two interaction descriptors from the two online interactions using grammatical and semantic processing; and analyzing, using the processing unit, 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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21. A method for processing online interactions, the method comprising:
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receiving first information regarding a first online interaction, wherein the first information corresponds to a first time frame; receiving second information regarding a second online interaction, wherein the second information corresponds to a second time frame; generating, using a processing unit, a first interaction descriptor corresponding to the first online interaction; generating, using the processing unit, a second interaction descriptor corresponding to the second online interaction; analyzing, using the processing unit, the first interaction descriptor and the second interaction descriptor; and identifying, using the processing unit, third information based on the analysis, wherein the third information is related to the first online interaction and the second online interaction. - View Dependent Claims (22, 23, 24, 25, 26, 27, 28)
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29. A system for processing online interactions, the system comprising:
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a processing unit; and a facilitator configured to; receive first information regarding a first online interaction, wherein the first information is received during a first time frame; and receive second information regarding a second online interaction, wherein the second information is received during a second time frame; wherein the processing unit is coupled to the facilitator, wherein the processing unit is configured to; generate a first interaction descriptor corresponding to the first online interaction; generate a second interaction descriptor corresponding to the second online interaction; analyze the first interaction descriptor and the second interaction descriptor; and identify third information based on the analysis, wherein the third information is related to the first online interaction and the second online interaction. - View Dependent Claims (30, 31, 32, 33, 34, 35)
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36. A non-transitory computer-readable storage medium having instructions stored thereon for processing online interactions, wherein upon execution by a processor, the instructions cause the processor to:
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access first information regarding a first online interaction, wherein the first information corresponds to a first time frame; access second information regarding a second online interaction, wherein the second information corresponds to a second time frame; generate a first interaction descriptor corresponding to the first online interaction; generate a second interaction descriptor corresponding to the second online interaction; analyze the first interaction descriptor and the second interaction descriptor; and identify third information based on the analysis, wherein the third information is related to the first online interaction and the second online interaction. - View Dependent Claims (37, 38)
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Specification