US 11,924,375 B2
Automated response engine and flow configured to exchange responsive communication data via an omnichannel electronic communication channel independent of data source
Christopher Tranquill, Sherwood, OR (US); Justin August Fellers, Austin, TX (US); and Ryan Studer, Lees Summit, MO (US)
Assigned to Khoros, LLC, Austin, TX (US)
Filed by Khoros, LLC, Austin, TX (US)
Filed on Oct. 27, 2021, as Appl. No. 17/511,763.
Prior Publication US 2023/0130308 A1, Apr. 27, 2023
Int. Cl. H04M 3/493 (2006.01); G10L 15/02 (2006.01); G10L 15/18 (2013.01); G10L 15/22 (2006.01); H04M 3/53 (2006.01)
CPC H04M 3/4936 (2013.01) [G10L 15/02 (2013.01); G10L 15/1815 (2013.01); G10L 15/22 (2013.01); H04M 3/5315 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method comprising:
receiving via an omnichannel transceiver data representing an electronic message associated with an electronic communication channel in a plurality of various electronic communication channels associated with multiple data sources, each of which is associated with a processor and memory;
detecting that the electronic message includes at least one of inbound voice data or other inbound data;
analyzing the inbound voice data to characterize a portion of communication data associated with the electronic message to form a characterized portion of communication data;
invoking an automated response application to generate a response automatically including outbound voice data responsive to the inbound voice data;
selecting the response including the outbound voice data as a predicted response based on data representing the characterized portion of communication data;
transmitting the response as the outbound voice data; and
generating a data record of exchanged data in the electronic message and other electronic messages.