Microsoft Technology Licensing, LLC

Salman Zafar

Selvaraj Nalliah

Shivakumar Seetharaman

Joseph T Flint

Juan Vicente Esteve Balducci

Michael K Higashi

John Allen Atwood

David Paul Limont

David Wang

Dionicio A Avila

John King Fredrick Tait

Alexandru Leconiuc

Patrick Tousignant

Gregory Bolles

Kevin Daniel Resnick

Described are embodiments for displaying groups of communications, such as messages, as a conversation. Conversations are groups of communications that can be traced back as related to an original communication. The embodiments allow a user to select a conversation mode for displaying communications, e.g., messages, as conversations. In response to the user's selection, embodiments provide for displaying a graphical element associated with a conversation. The graphical element can be selected to display the messages associated with the conversation. Additionally, embodiments provide for selecting a conversation and applying actions to the conversation, resulting in the application of the action to the messages that are associated with the conversation.

Communications grouped as conversations

Non-limiting examples of the present disclosure describe insight-based routing that is used to improve processing of a service request through a help desk service. A request for support (e.g. technical support) can be received through a modality of a help desk service. The request is evaluated, where an evaluation of the request comprises analyzing an issue associated with the request as well as user-specific signal data associated with a customer and generating insights. A support agent is matched to the customer based on an evaluation of the request. The support agent is selected from a pool of support agents based on application of a model that analyzes support agent data in correlation with the generated insights. An interaction between the matched support agent and the customer may be initiated through a modality of the help desk service.

Insight based routing for help desk service

Non-limiting examples of the present disclosure describe insight-based routing that is used to improve processing during a communication of a help desk service. Real-time signal data is collected from a communication between a customer and a first support agent. The real-time signal data is evaluated to generate real-time insights for the communication. A determination is made as to whether the first needs assistance based on an evaluation of the real-time insights. A second support agent is identified to assist the first support agent based on a determination that the first support agent needs assistance. The second support agent is identified based on an application of a model that analyzes support agent data for a pool of support agents in correlation with the real-time insights. The second agent is then added to the communication to provide additional assistance in resolving a help desk case.

Routing during communication of help desk service

A method for accessing offline voicemail messages within a mobile messaging application may be provided. First, a voice mail message may be received and the voicemail message may be transcribed to text. Next, the voicemail message and the text transcription may be stored. The recipient may then be presented with a list of voicemail messages and the voicemail message may be retrieved in response to the recipient. The recipient may read or listen to the voicemail message or both. The recipient may also annotate the voicemail message.

Offline voicemail

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Mill Creek, WA, United States of America

Salman Zafar