US 12,393,787 B2
Modeling communication data streams for multi-party conversations involving a humanoid
David C. White, Jr., St. Petersburg, FL (US); Christopher Shaun Roberts, Spring, TX (US); Magnus Mortensen, Cary, NC (US); and Jay Kemper Johnston, Raleigh, NC (US)
Assigned to CISCO TECHNOLOGY, INC., San Jose, CA (US)
Filed by Cisco Technology, Inc., San Jose, CA (US)
Filed on Nov. 29, 2023, as Appl. No. 18/522,734.
Application 18/522,734 is a continuation of application No. 17/034,585, filed on Sep. 28, 2020, granted, now 11,907,670.
Claims priority of provisional application 63/051,560, filed on Jul. 14, 2020.
Prior Publication US 2024/0095461 A1, Mar. 21, 2024
Int. Cl. G06F 40/35 (2020.01); H04L 51/02 (2022.01)
CPC G06F 40/35 (2020.01) [H04L 51/02 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method comprising:
obtaining, at technical support system, an electronic communication sent by a user;
determining, by the technical support system, whether the electronic communication is associated with a conversation;
associating, by the technical support system, the electronic communication with a conversation identifier associated with the conversation in response to determining that the electronic communication is associated with the conversation;
assigning, by the technical support system, the conversation identifier to the electronic communication in response to determining that the electronic communication is not associated with the conversation;
assigning, by the technical support system, a stream identifier to the electronic communication;
identifying, by the technical support system, a location to monitor for a next electronic communication associated with the conversation, wherein the location is associated with the user, another user associated with the conversation, or the technical support system;
storing, by the technical support system, the stream identifier, the conversation identifier, a pointer to the location to monitor, and information associated with the user in a segment of a data store;
monitoring, by the technical support system, the location for the next electronic communication when the location includes the user or the another user; and
performing, by the technical support system, one or more actions via a computing system in a network associated with the technical support system to address an issue associated with the electronic communication when the location includes the technical support system.