US 12,192,406 B2
Enhanced digital messaging
George Erhart, Loveland, CO (US); Reinhard Klemm, Basking Ridge, NJ (US); Wen-Hua Ju, Monmouth Junction, NJ (US); Michael Sisselman, New York, NY (US); and Atsushi Hirano, Alameda, CA (US)
Assigned to Avaya Management L.P., Santa Clara, CA (US)
Filed by Avaya Management L.P., Santa Clara, CA (US)
Filed on Aug. 1, 2022, as Appl. No. 17/878,316.
Application 17/878,316 is a continuation of application No. 16/934,277, filed on Jul. 21, 2020, granted, now 11,418,648.
Claims priority of provisional application 62/879,084, filed on Jul. 26, 2019.
Prior Publication US 2022/0368802 A1, Nov. 17, 2022
Int. Cl. H04M 3/51 (2006.01); H04L 51/02 (2022.01); G06Q 30/02 (2023.01)
CPC H04M 3/5183 (2013.01) [H04L 51/02 (2013.01); H04M 3/5166 (2013.01); H04M 3/5175 (2013.01); G06Q 30/0281 (2013.01)] 18 Claims
OG exemplary drawing
 
1. A method, comprising:
analyzing, by a processor, message content of one or more messages exchanged during a conversation on a digital communication channel;
generating, by the processor and based on the analyzing, a score reflecting a likelihood of a person disengaging from the conversation on the digital communication channel in the future;
comparing, by the processor, the score to a predetermined threshold value;
triggering, by the processor, at least one first action in response to the score meeting or exceeding the predetermined threshold value, the at least one first action comprising sending over the digital communication channel and to an agent communication device a message regarding a detection of a natural disengagement from the conversation;
determining, by the processor and based on the analyzing, a break in the conversation over the digital communication channel has occurred; and
adjusting, by the processor and in response to the determining that the break in the conversation over the digital communication channel has occurred, the score to reflect a new likelihood of the person disengaging from the conversation on the digital communication channel in the future.