US 11,743,228 B2
Multi-channel communication platform with dynamic response goals
Dan Keller, Banks, OR (US)
Assigned to NIKE, Inc., Beaverton, OR (US)
Filed by NIKE, Inc., Beaverton, OR (US)
Filed on Oct. 18, 2021, as Appl. No. 17/503,637.
Application 17/503,637 is a continuation of application No. 16/888,616, filed on May 29, 2020, granted, now 11,153,260.
Claims priority of provisional application 62/855,917, filed on May 31, 2019.
Prior Publication US 2022/0038418 A1, Feb. 3, 2022
Int. Cl. G06F 15/16 (2006.01); H04L 51/58 (2022.01); H04L 51/04 (2022.01); H04W 4/12 (2009.01); H04L 51/214 (2022.01); H04L 51/216 (2022.01)
CPC H04L 51/58 (2022.05) [H04L 51/04 (2013.01); H04L 51/214 (2022.05); H04L 51/216 (2022.05); H04W 4/12 (2013.01)] 13 Claims
OG exemplary drawing
 
1. A multi-channel communication platform comprising:
a messaging engine operative to receive a plurality of textual messages from a user, the plurality of textual messages forming a message thread and including at least one query requesting a reply;
a routing engine operative to transmit the message thread to a message queue associated with a live agent and to receive a reply from the live agent and transmit the reply to the user;
an agent interface, the agent interface comprising:
an active chat thread displaying the message thread and operative to receive the reply from the live agent; and
a support window operative to display contextual information to the live agent about at least one of the user or the message thread; and
wherein the routing engine comprises an automated agent that is configured to analyze the query and provide one or more proposed responses to the query, via the support window, to the live agent;
wherein the queue manager is operative to provide the live agent with a reward following a response to the query; and
wherein the reward is a variable reward based on one or more of: the perceived complexity of the query; a number of outstanding or unassigned queries; or the perceived urgency of the query.