Enhanced digital messaging
Embodiments of the disclosure provide a method of processing messages received in an asynchronous communication system. In some embodiments, the method includes analyzing interactions on a digital communication channel, determining that the interactions have paused for an amount of time, analyzing c...
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Main Authors | , , , , |
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Format | Patent |
Language | English |
Published |
16.08.2022
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Subjects | |
Online Access | Get full text |
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Summary: | Embodiments of the disclosure provide a method of processing messages received in an asynchronous communication system. In some embodiments, the method includes analyzing interactions on a digital communication channel, determining that the interactions have paused for an amount of time, analyzing content of the interactions to determine an estimate of the amount of time, updating a state of the agent to release the agent for the estimated amount of time, and setting a timer that will automatically change the state of the agent back to an occupied state for the interactions at a future time that aligns with an expiration of the timer. |
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Bibliography: | Application Number: US202016934277 |