CPC H04L 51/42 (2022.05) [G06F 16/24562 (2019.01); H04L 51/216 (2022.05); H04L 51/224 (2022.05); H04L 51/52 (2022.05)] | 20 Claims |
1. A method comprising:
receiving, via at least one computing device, at least one first communication sent using a first communication modality;
receiving, via the at least one computing device, at least one second communication sent using a second communication modality;
determining, via the at least one computing device, that the at least one first communication and the at least one second communication correspond to a single interaction;
generating, via the at least one computing device, a communication object for the single interaction in the form of an interaction transcript model, the communication object comprising a plurality of historical communications in a particular structure consistent across communication modalities from the at least one first communication and the at least one second communication;
determining, via the at least one computing device, a plurality of contexts for the single interaction from the communication object;
storing, via the at least one computing device, the communication object in a database among a plurality of communication objects; and
retrieving, via the at least one computing device, the communication object in response to a search request based on the plurality of contexts.
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