System and method for managing multi-modal communication sessions
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United States of America Patent
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Jan 16, 2018
Grant Date -
Dec 29, 2016
app pub date -
Jun 27, 2015
filing date -
Jun 27, 2015
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Abstract
A computing system for managing a multi-modal communication session in an enterprise is disclosed. The computing system includes a monitoring module for monitoring activities associated with the multi-modal communication session between a customer and an agent, wherein the customer and the agent communicate over a first communication modality. The system further includes an analysis module for analyzing the activities to initiate communication between the customer and the agent over a second communication modality within the multi-modal communication session, wherein the communication over the second communication modality operates along with the communication over the first communication modality. The system further includes a notification module for generating notifications for notifying information associated with the first communication modality, the second communication modality, or a combination thereof to a supervisor.
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