US 11,962,560 B2
Techniques for supervising communications from multiple communication modalities
John Onusko, Garden Valley, CA (US); Gopalakrishnan Ramanujam, San Ramon, CA (US); and Jonathan Rudolph, Parsippany, NJ (US)
Assigned to ACTIANCE, INC., Redwood City, CA (US)
Filed by Actiance, Inc., Redwood City, CA (US)
Filed on May 13, 2022, as Appl. No. 17/744,111.
Application 17/744,111 is a continuation of application No. 17/113,681, filed on Dec. 7, 2020, granted, now 11,336,604.
Application 17/113,681 is a continuation of application No. 15/799,993, filed on Oct. 31, 2017, granted, now 10,880,254, issued on Dec. 29, 2020.
Claims priority of provisional application 62/415,461, filed on Oct. 31, 2016.
Prior Publication US 2022/0278953 A1, Sep. 1, 2022
Int. Cl. G06F 16/2455 (2019.01); H04L 51/216 (2022.01); H04L 51/224 (2022.01); H04L 51/42 (2022.01); H04L 51/52 (2022.01)
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
OG exemplary drawing
 
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.