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System to Assist Multi-Tasking in Real-Time Electronic Human Communication

IP.com Disclosure Number: IPCOM000239162D
Publication Date: 2014-Oct-17
Document File: 1 page(s) / 35K

Publishing Venue

The IP.com Prior Art Database

Abstract

People frequently multi-task when they participate in real-time electronic (e.g. text or audio) communication with other people. To maximize handling-efficiency for example, a customer support person might simultaneously engage in multiple text-chat sessions with multiple customers. In a case where the multi-tasking person has been unable to retain sufficient concentration on the communication, and needs time to catch up on the most recent context of the conversation, the proposed system allows for an intelligent automated attendant to temporarily take over the communication task in place of the multi-tasking person, and optionally to replay the most recent communication to the multi-tasking person to enable that person to then continue the conversation when the intelligent automated attendant is relieved.

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System to Assist Multi-Tasking in Real-Time Electronic Human Communication

The idea is first explained with reference to a text-chat session. Consider the case

where, to maximize handling-efficiency, a customer support person might do some other work whilst simultaneously engaging in a text-chat session with a customer. The other work might be a chat with another customer, or some other follow-up activity relating to another support issue. It is important to promptly and appropriately respond to each communication by the customer in the text-chat session. However, such multi-tasking carries the risk of unintentionally losing concentration on the text-chat session for a moment. When this occurs, there could be a significant delay before the customer support person can catch up on the communication and respond sensibly. And in that time the customer may feel they are not being attended to.

    The idea allows the customer support person at this point to temporarily employ an intelligent automated attendant to take over the communication task with the customer. The intelligent automated attendant would intelligently engage the customer whilst the customer support person reads the last communication in order to then relieve the intelligent automated attendant and continue the conversation in the up-to-date knowledge of the conversation. The intelligent automated attendant's input to the conversation would be to give relatively nondescript answers to the customer, e.g. s...