Avaya Management L.p.

Avaya Inc.

Michael Sisselman

George William Erhart

Reinhard P Klemm

Wen-Hua Ju

Atsushi Hirano

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.

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 determining that a conversation is established with a customer communication device using an asynchronous communication channel, analyzing one or more messages exchanged over the asynchronous communication channel to determine a likelihood of communication disengagement, comparing the likelihood of communication disengagement with a predetermined disengagement threshold, and based on the comparison of the likelihood of communication disengagement with the predetermined threshold, updating a graphical user interface of an agent communication device being used to engage in the conversation.

Embodiments of the disclosure provide a method of processing messages received in an asynchronous communication system. In some embodiments, the method includes receiving a message from a customer communication device, determining that a conversation is already established in association with the customer communication device, including the message among a plurality of messages that are already assigned to the conversation, analyzing the message to determine a topic classification and a topic confidence score for the message, and based on the analysis of the message, determining whether the topic classification determined for the message corresponds to a continuation of a topic classification for the plurality of messages or whether the topic classification determined for the message corresponds to a different topic classification than the topic classification for the plurality of messages.

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New York, NY, United States of America

Michael Sisselman