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:
Nov. 30, 2021
Filed:
Jul. 21, 2020
Avaya Management L.p., Santa Clara, CA (US);
George Erhart, Loveland, CO (US);
Reinhard Klemm, Basking Ridge, NJ (US);
Wen-Hua Ju, Monmouth Junction, NJ (US);
Michael Sisselman, New York, NY (US);
Atsushi Hirano, Alameda, CA (US);
Avaya Management L.P., 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 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.