System and method for processing an interaction request
First Claim
1. A device for processing an interaction request, the device comprising a processor and memory, the memory storing computer executable instructions that when executed by the processor cause the processor to:
- detect the interaction request for a first interaction session using a first interaction channel between a request initiator and a request service provider;
assign an identifier to the interaction request;
determine a task associated with the interaction request;
obtain context data of a plurality of other interaction sessions between the request initiator and the request service provider associated with the identifier, the plurality of other interaction sessions occurring proximal in time with the first interaction session, the context data being related to activity of the request initiator, at least one of the plurality of other interaction sessions and the first interaction session using different types of interaction channels between the request initiator and the request service provider, and the context data of the at least one of the plurality of other interaction sessions comprising an identifier of the type of interaction channel used;
associate a subset of the context data with the interaction request, the subset of the context data comprising the context data of the plurality of other interaction sessions that are related to the task; and
facilitate the first interaction session using the subset of the context data.
1 Assignment
0 Petitions
Accused Products
Abstract
A method and system are provided for processing an interaction request. The method includes detecting the interaction request for a first interaction session using a first interaction channel between a request initiator and a request service provider, assigning an identifier to the interaction request, determining a task associated with the interaction request, and obtaining context data of a plurality of other interaction sessions associated with the identifier. The plurality of other interaction sessions occur proximal in time with the first interaction session. The context data is related to activity of the request initiator. The method also includes associating a subset of the context data with the interaction request. The subset of the context data is the context data of the plurality of other interaction sessions that are related to the task. The method also includes facilitating the first interaction session using the subset of the context data.
34 Citations
20 Claims
-
1. A device for processing an interaction request, the device comprising a processor and memory, the memory storing computer executable instructions that when executed by the processor cause the processor to:
-
detect the interaction request for a first interaction session using a first interaction channel between a request initiator and a request service provider; assign an identifier to the interaction request; determine a task associated with the interaction request; obtain context data of a plurality of other interaction sessions between the request initiator and the request service provider associated with the identifier, the plurality of other interaction sessions occurring proximal in time with the first interaction session, the context data being related to activity of the request initiator, at least one of the plurality of other interaction sessions and the first interaction session using different types of interaction channels between the request initiator and the request service provider, and the context data of the at least one of the plurality of other interaction sessions comprising an identifier of the type of interaction channel used; associate a subset of the context data with the interaction request, the subset of the context data comprising the context data of the plurality of other interaction sessions that are related to the task; and facilitate the first interaction session using the subset of the context data. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
-
-
10. A method of processing an interaction request, the method comprising:
-
detecting the interaction request for a first interaction session using a first interaction channel between a request initiator and a request service provider; assigning an identifier to the interaction request; determining a task associated with the interaction request; obtaining context data of a plurality of other interaction sessions between the request initiator and the request service provider associated with the identifier, the plurality of other interaction sessions occurring proximal in time with the first interaction session, the context data being related to activity of the request initiator, at least one of the plurality of other interaction sessions and the first interaction session using different types of interaction channels between the request initiator and the request service provider, and the context data of the at least one of the plurality of other interaction sessions comprising an identifier of the type of interaction channel used; associating a subset of the context data with the interaction request, the subset of the context data being the context data of the plurality of other interaction sessions that are related to the task; and facilitating the first interaction session using the subset of the context data. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17)
-
-
18. A non-transitory computer readable medium for processing an interaction request, the computer readable medium comprising computer executable instructions for:
-
detecting the interaction request for a first interaction session using a first interaction channel between a request initiator and a request service provider; assigning an identifier to the interaction request; determining a task associated with the interaction request; obtaining context data of a plurality of other interaction sessions between the request initiator and the request service provider associated with the identifier, the plurality of other interaction sessions occurring proximal in time with the first interaction session, the context data being related to activity of the request initiator, at least one of the plurality of other interaction sessions and the first interaction session using different types of interaction channels between the request initiator and the request service provider, and the context data of the at least one of the plurality of other interaction sessions comprising an identifier of the type of interaction channel used; associating a subset of the context data with the interaction request, the subset of the context data being the context data of the plurality of other interaction sessions that are related to the task; and facilitating the first interaction session using the subset of the context data. - View Dependent Claims (19, 20)
-
Specification