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:
Feb. 25, 2014
Filed:
Aug. 13, 2009
Sujai Karnam Holal, Sadashivanagar Bangalore, IN;
Chandrani Choudhuri, Sadashivanagar Bangalore, IN;
Amit Narasimha Kamath, Sadashivanagar Bangalore, IN;
Mahesh Kumar Sahu, Sadashivanagar Bangalore, IN;
Sujai Karnam Holal, Sadashivanagar Bangalore, IN;
Chandrani Choudhuri, Sadashivanagar Bangalore, IN;
Amit Narasimha Kamath, Sadashivanagar Bangalore, IN;
Mahesh Kumar Sahu, Sadashivanagar Bangalore, IN;
Abstract
A method to provide a unified and integrated view of the SMS Interaction history with other channel messages (irrespective of the Interaction channel) based on Case ID (Case Identifier) in a CRM application. The method parses the incoming SMS message text for the Case Identifier. The Interaction Thread belonging to the same Case ID is retrieved from the CRM application database and the incoming SMS message is added to that Interaction Thread. The whole interaction history pertaining to the same Case ID is displayed on the CRM application user interface at one place along with latest received massage via SMS along with various other channels of communication in order to enable proper management of the customer interaction. In case there is no Interaction Thread having same Case ID, a new Interaction Thread is created and all subsequent messages are threaded to the new Interaction Thread.