ENHANCED DIGITAL MESSAGING

• Main Authors: HIRANO ATSUSHI, JU WENHUA, KLEMM REINHARD, ERHART GEORGE, SISSELMAN MICHAEL
• Format: Patent
• Language: Chinese; English
• Published: 02.02.2021
• Subjects: CALCULATING; COMPUTING; COUNTING; ELECTRIC COMMUNICATION TECHNIQUE; ELECTRIC DIGITAL DATA PROCESSING; ELECTRICITY; PHYSICS; TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION

The invention relates to enhanced digital messaging. The embodiment of the invention provides a method for processing messages received in an asynchronous communication system. In some embodiments, the method includes analyzing an interaction on a digital communication channel, determining that the interaction has suspended for an amount of time, analyzing content of the interaction to determine an estimate of the amount of time, updating a state of an agent to release the agent for the estimated amount of time, and setting a timer. The timer will automatically change the state of the agent back to the occupancy state of the interaction at a future time aligned with expiration of the timer. 本申请涉及增强的数字消息传递。本公开的实施例提供了处理异步通信系统中接收的消息的方法。在一些实施例中，所述方法包括：分析数字通信信道上的交互，确定所述交互已暂停达一时间量，分析所述交互的内容以确定所述时间量的估计，更新代理的状态以将所述代理释放达估计的时间量，以及设置定时器，所述定时器将在与所述定时器的到期对准的将来时间将所述代理的状态自动地变回所述交互的占用状态。