The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Jul. 13, 2021
Filed:
May. 05, 2020
Avaya Management L.p., Santa Clara, CA (US);
George Erhart, Loveland, CO (US);
Reinhard Klemm, West New York, NJ (US);
Wen-Hua Ju, Monmouth Junction, NJ (US);
Michael Sisselman, New York, NY (US);
Atsushi Hirano, Alameda, CA (US);
Avaya Inc., Santa Clara, CA (US);
Abstract
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.