Workflow management and corresponding integrated notification processing platform
View Patent ↗Customer orders and other service related events require multiple operations to fulfill and process. One example may include receiving a request message from a user device, identifying the request message as being a particular message type, pre-processing the request message to identify message content, and forwarding the identified message content to an active user interface. The request may be identified as a service request and processed by multiple entities prior to fulfilling the request(s).
1. A method of a service representative device, the method comprising:
receiving, via a receiver, a request message from a customer device during a communication session between the customer device and the service representative device;
identifying, via a processor, the request message as being a particular message type;
pre-processing, via the processor, the request message based on the identified message type to identify message content and keywords included therein, wherein the keywords comprise an auto-identified purpose of the communication session; and
forwarding, via the processor, the identified message content and the identified keywords to an active user interface of the service representative device and distinguishing the identified keywords from other message content on a screen of the active user interface thereby distinguishing the auto-identified purpose of the communication session from the other message content.
2. The method of claim 1 , wherein the pre-processing comprises parsing the message content to identify at least one phrase of interest; and
the forwarding comprises forwarding the at least one phrase of interest to the active user interface of the service representative device and distinguishing the at least one phrase of interest from other message content on the screen of the active user interface.
3. The method of claim 1 , wherein the identifying comprises identifying an ongoing call from the customer device;
the pre-processing comprises converting voice data from the ongoing call to text and pre-processing the text to identify at least one phrase of interest; and
the forwarding comprises forwarding the phrase of interest to the active user interface of the service representative device during the ongoing call and distinguishing the at least one phrase of interest from other text from the ongoing call on the screen of the active user interface.
4. The method of claim 3 , further comprising:
retrieving a library comprising terms and phrases;
comparing the at least one phrase of interest to the library terms and phrases;
identifying at least one match between the at least one phrase of interest and the terms and phrases responsive to the comparing operation; and
retrieving at least one active offer associated with the at least one match.
5. The method of claim 4 , further comprising:
creating an offer message with the at least one active offer;
transmitting the offer message to the customer device; and
receiving a feedback message from the customer device responsive to transmitting the offer message.
6. The method of claim 5 , further comprising:
parsing the feedback message and identifying an agreement or a disagreement with the at least one active offer; and
creating a response message with a service suggestion associated with the at least one active offer.
7. The method of claim 1 , wherein the particular message type comprises at least one of a voice message, a short message service message, and an email message.
8. The method of claim 1 , wherein the auto-identified purpose of the communication session is identified during the communication session and forwarded to the active user interface of the service representative device while the communication session is still occurring.
9. An apparatus associated with a service representative device, the apparatus comprising:
a receiver configured to receive a request message from a customer device during a communication session between the customer device and the service representative device;
a processor configured to
identify the request message as being a particular message type,
pre-process the request message based on the identified message type to identify message content and keywords included therein, wherein the keywords comprise an auto-identified purpose of the communication session; and
a transmitter configured to transmit the identified message content and the identified keywords to an active user interface of the service representative device to distinguish the identified keywords from other message content on a screen of the active user interface thereby distinguishing the auto-identified purpose of the communication session from the other message content.
10. The apparatus of claim 9 , wherein the processor is further configured to parse the message content to identify at least one phrase of interest, and the transmitter is further configured to forward the phrase of interest to the active user interface of the service representative device to distinguish the at least one phrase of interest from other message content on the screen of the active user interface.
11. The apparatus of claim 9 , wherein the processor is further configured to identify an ongoing call from the customer device, convert voice data from the ongoing call to text, pre-process the text to identify at least one phrase of interest, and the transmitter is further configured to forward the phrase of interest to the active user interface of the service representative device during the ongoing call to distinguish the at least one phrase of interest from other text from the ongoing call on the screen of the active user interface.
12. The apparatus of claim 11 , wherein the processor is further configured to retrieve a library comprising terms and phrases, compare the at least one phrase of interest to the library terms and phrases, identify at least one match between the at least one phrase of interest and the terms and phrases responsive to the comparing operation, and retrieve at least one active offer associated with the at least one match.
13. The apparatus of claim 12 , wherein the processor is further configured to create an offer message with the at least one active offer, the transmitter is further configured to transmit the offer message to the customer device, and the receiver is further configured to receive a feedback message from the customer device responsive to transmitting the offer message.
14. The apparatus of claim 13 , wherein the processor is further configured to parse the feedback message and identify an agreement or a disagreement with the at least one active offer, and create a response message with a service suggestion associated with the at least one active offer.
15. The apparatus of claim 9 , wherein the particular message type comprises at least one of a voice message, a short message service message and an email message.
16. A non-transitory computer readable storage medium configured to store instructions that when executed cause a processor associated with a service representative device to perform a method comprising:
receiving a request message from a customer device during a communication session between the customer device and the service representative device;
identifying the request message as being a particular message type;
pre-processing the request message based on the identified message type to identify message content and keywords included therein, wherein the keywords comprise an auto-identified purpose of the communication session; and
forwarding the identified message content and the identified keywords to an active user interface of the service representative device and distinguishing the identified keywords from other message content on a screen of the active user interface thereby distinguishing the auto-identified purpose of the communication session from the other message content.
17. The non-transitory computer readable storage medium of claim 16 , wherein the pre-processing comprises parsing the message content to identify at least one phrase of interest; and
the forwarding comprises forwarding the at least one phrase of interest to the active user interface of the service representative device and distinguishing the at least one phrase of interest from other message content on the screen of the active user interface.
18. The non-transitory computer readable storage medium of claim 16 , wherein the identifying comprises identifying an ongoing call from the customer device;
the pre-processing comprises converting voice data from the ongoing call to text and pre-processing the text to identify at least one phrase of interest; and
the forwarding comprises forwarding the at least one phrase of interest to the active user interface of the service representative device during the ongoing call and distinguishing the at least one phrase of interest from other text from the ongoing call on the screen of the active user interface.
19. The non-transitory computer readable storage medium of claim 18 , wherein the method further comprises:
retrieving a library comprising terms and phrases;
comparing the at least one phrase of interest to the library terms and phrases;
identifying at least one match between the at least one phrase of interest and the terms and phrases responsive to the comparing operation; and
retrieving at least one active offer associated with the at least one match.
20. The non-transitory computer readable storage medium of claim 19 , wherein the method further comprises:
creating an offer message with the at least one active offer;
transmitting the offer message to the customer device; and
receiving a feedback message from the customer device responsive to transmitting the offer message.
21. The non-transitory computer readable storage medium of claim 20 , wherein the method further comprises:
parsing the feedback message and identifying an agreement or a disagreement with the at least one active offer; and
creating a response message with a service suggestion associated with the at least one active offer.