Systems and methods for multi-agent messaging
摘要
說(shuō)明書
In some embodiments, the messaging system may support automated responses. For instance, an automated response may be sent when a user creates a message thread with a multi-agent entity to welcome the user, with the automated response defined by an administrator for the multi-agent entity. Automated responses may be set up by an administrator to answer frequently-asked questions. These automated responses may be provided in response to user messages based on various natural language processing (NLP) techniques, including explicit keyword tagging, keyword analysis, machine-based natural language learning, or any other NLP technique. The messaging system may also provide automated response shortcuts to agents viewing a message thread. Instead of automatically sending an automated response, the messaging system may provide one or more suggested responses to the agent. These suggested responses may be general suggested responses provided without context to the specifics of the message thread, or may be based on the contact of the message thread, as may include NLP analysis of the message thread.
The multi-agent messaging system 100 may provide analytics to administrators and/or agents of a multi-agent entity. Analytics may provide various measures for various metrics providing information about the performance of the multi-agent entity on the messaging system. Analytics may include, without limitation, response time measures and satisfaction measures. Analytics may include read and response rates for broadcast messages. Analytics may be provided generally for the multi-agent entity and/or for the performance of various administrators and/or agents.
