Multi-channel communication platform with dynamic response target

• Main Author: KELLER DAVID
• Format: Patent
• Language: Chinese; English
• Published: 01.04.2022
• Subjects: CALCULATING; COMPUTING; COUNTING; DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES; ELECTRIC COMMUNICATION TECHNIQUE; ELECTRICITY; PHYSICS; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR; TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION; WIRELESS COMMUNICATIONS NETWORKS

The multi-channel communication platform includes a messaging engine, a routing engine, and a queue manager. The messaging engine is operable to receive a plurality of text messages from a user through any of a plurality of different messaging services in communication with the messaging engine. The plurality of text messages form a message thread and include at least one query requesting a reply. The routing engine is operable to determine momentum of the plurality of text messages and assign message threads to message queues associated with the agents. The queue manager is operable to specify a response time target to provide a reply to the at least one query, wherein the response time target is inversely proportional to the determined momentum. 多通道通信平台包括消息传递引擎、路由引擎和队列管理器。消息传递引擎可操作为通过与消息传递引擎通信的多个不同的消息传递服务中的任一个从用户接收多个文本消息。多个文本消息形成消息线程并且包括请求回复的至少一个查询。路由引擎可操作为确定多个文本消息的动量，并将消息线程分配给与代理相关联的消息队列。队列管理器可操作为指定响应时间目标以提供对至少一个查询的回复，其中响应时间目标与所确定的动量成反比。