Contextual communication and service interface
摘要
說明書
The first example embodiment may also involve determining a plurality of candidate messages by incorporating the components of the incident record into predetermined message templates. The predetermined message templates may include sentence fragments and define fields in which to incorporate the components. The first example embodiment may also involve determining a scoring for the plurality of candidate messages based on a relevance to messages from the conversation. The first example embodiment may also involve, based on the scoring, selecting one or more of the plurality of candidate messages to include in the set of suggested messages displayed in the suggestion region. The first example embodiment may also involve receiving, by way of the graphical user interface, input from the agent selecting one of the set of suggested messages to be added to the conversation. And the first example embodiment may also involve, in response to receiving the input, providing, for display on the graphical user interface, the selected suggested message as part of the conversation in the first location of the dialog region.
In a second example embodiment, an article of manufacture may include a non-transitory computer-readable medium, having stored thereon program instructions that, upon execution by a computing system, cause the computing system to perform operations in accordance with the first example embodiment.
In a third example embodiment, a computing system may include at least one processor, as well as memory and program instructions. The program instructions may be stored in the memory, and upon execution by the at least one processor, cause the computing system to perform operations in accordance with the first example embodiment.
