US 12,223,509 B2
Customer management system
Tomas Gorny, Scottsdale, AZ (US)
Assigned to Nextiva, Inc., Scottsdale, AZ (US)
Filed by Nextiva, Inc., Scottsdale, AZ (US)
Filed on Feb. 7, 2024, as Appl. No. 18/435,408.
Application 18/435,408 is a continuation of application No. 17/581,017, filed on Jan. 21, 2022, granted, now 11,915,248.
Application 17/581,017 is a continuation of application No. 16/416,533, filed on May 20, 2019, granted, now 11,244,323, issued on Feb. 8, 2022.
Application 16/416,533 is a continuation of application No. 15/651,372, filed on Jul. 17, 2017, granted, now 10,296,915, issued on May 21, 2019.
Application 15/651,372 is a continuation of application No. 14/485,626, filed on Sep. 12, 2014, granted, now 9,710,814, issued on Jul. 18, 2017.
Prior Publication US 2024/0177170 A1, May 30, 2024
Int. Cl. G06F 16/9535 (2019.01); G06Q 30/01 (2023.01)
CPC G06Q 30/01 (2013.01) [G06F 16/9535 (2019.01)] 20 Claims
OG exemplary drawing
 
1. A method of topic management, comprising:
receiving, by a graphical user interface of a computer comprising a processor and a memory, a selection of a topic category of a hierarchy of one or more topics;
receiving, by the graphical user interface of the computer, a definition of a subtopic associated with the topic category, wherein the definition comprises one or more parameters;
receiving, by the graphical user interface of the computer, an input for an expected resolve time of the subtopic;
receiving, by the graphical user interface of the computer, an input for an expected resolve time of one or more channels corresponding to the subtopic;
receiving, by the graphical user interface of the computer, values for one or more of: aggravation score values, evaporation period values, repeat issue penalty values and overage penalties corresponding to the topic category or the subtopic;
receiving, by the graphical user interface of the computer, internal notes and campaign notes which are linked to one or more of the topic category and the subtopic;
monitoring, by the computer, one or more channels of communication between one or more end users and one or more entities for one or more communications;
analyzing, by the computer, in response to the monitoring the one or more communications between at least one end user of the one or more end users and at least one entity of the one or more entities, to identify one or more topic categories or one or more subtopics that characterize the one or more communications;
scoring, by the computer, the one or more communications based on, at least in part, the values to generate an overall score characterizing the one or more communications; and
generating, by the graphical user interface of the computer, a status of the one or more communications based on applying a predetermined range to the overall score.