HOLISTIC USER ENGAGEMENT ACROSS MULTIPLE COMMUNICATION CHANNELS

• Main Authors: Liu, Zeyu, Love, David Keith, Gayam, Swetha, Kumar, Deepak, Johnson, Mark E, Ladji, Mazhar, Schoenly, Emery, Sharma, Govind, Mahendran, Amarnath E, Seideman, Jeremy D, Meyer, Matthew K, Bashetty, Anil Kumar, Liu, Cong
• Format: Patent
• Language: English
• Published: 03.08.2023
• Subjects: ELECTRIC COMMUNICATION TECHNIQUE; ELECTRICITY; TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION

Disclosed are various embodiments facilitating a holistic engagement with a user across multiple communication channels of an organization or an enterprise based at least in part on a determined user intent. As users interact with various services associated with the organization through one or more communication channels, interaction data can be captured and stored. In various examples, the interaction data that is stored by the various services can be obtained and organized according to a predefined schema. The organized interaction data can be applied to a trained intent model that outputs a user intent based at least in part on observations of other users with similar histories. The predicted intent can be provided to the different services such that subsequent interactions between the user and the organization can be based at least in part on the intent in a consistent manner, regardless of the communication channel associated with the interaction.