Merging communication sessions and communication channels
地域：
VA
VA McLean
摘要
System, apparatus, and methods are described for monitoring communication sessions and determining to merge two or more of the communication sessions sharing a common ground into a common communication session. A common communication channel may be determined for the common communication session. The two or more communication sessions may be merged to generate the common communication session using the common communication channel.
說明書
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This application is a continuation of co-pending U.S. application Ser. No. 17/321,593, filed on May 17, 2021 and entitled “Managing Communication Sessions and Communication Channels,” which issued as U.S. Pat. No. 11,483,358 on Oct. 25, 2022, which is hereby incorporated herein by reference in its entirety.
Aspects of the disclosure relate generally to managing communication sessions and communication channels. More specifically, aspects of the disclosure may provide for merging multiple communication sessions into a common communication session and selecting a common communication channel for the common communication session.
權(quán)利要求
What is claimed is:1. A system comprising:a server; and a first user device, wherein the server is configured to:monitor, using natural language processing, a first communication session between the first user and a second user device; monitor, using the natural language processing, a second communication session between the first user device and a third user device; based on a determination of a common ground between the first communication session and the second communication session and based on a determination that the first communication session and the second communication session are not private channels, generate a recommendation to merge the first communication session and the second communication session into a third communication session; and based on receiving an indication of acceptance of the recommendation, establish the third communication session at least by: retrieving, from a first user profile associated with the first user device, one or more first user credentials that provide access to one or more first communication channels; retrieving, from a second user profile associated with the second user device, one or more second user credentials that provide access to one or more second communication channels; selecting, based on the one or more first communication channels and the one or more second communication channels, a communication channel to use for the third communication session; and accessing, using the first retrieved user credentials and the second retrieved user credentials, the communication channel determined to be used for the third communicaton session; and wherein the first user device is configured to: send, via the first communication session, communications to a second user associated with the second user device; send, via the second communication session, communications to a third user associated with the third user device; receive the recommendation to merge the first communication session and the second communication session; send the indication of acceptance of the recommendation; and send, via the third communication session, communications to the second user device and the third user device. 2. The system of claim 1 , wherein the server is configured to:determine based on the communication channel determined to be used for the third communication session, a type of communication channel for the third communication session; and send, to the first user device, an indication of the type of communication channel with the recommendation. 3. The system of claim 2 , wherein the type of communication channel comprises at least one of:an email channel; a mobile text messaging channel; a social media channel; a web chat channel; a voice communication channel; or a video communication channel. 4. The system of claim 1 , wherein the common ground comprises at least one of:a first subject of the first communication session overlapping with a second subject of the second communication session; a first topic associated with the first communication session overlapping with a second topic associated with the second communication session; one or more first keywords associated with the first communication session overlapping with one or more second keywords associated with the second communication session; or a first time associated with the first communication session being proximate to a second time associated with the second communication session. 5. The system of claim 1 , wherein the server is further configured to determine a relationship between a second user associated with the second user device and a third user associated with the third user device, wherein the recommendation is based on the relationship between the second user and the third user. 6. The system of claim 1 , wherein the server is configured to:send, to the second user device and the third user device, a request for authorization to merge the first communication session and the second communication session; and receive, from the second user device and the third user device, authorization to merge the first communication session and the second communication session. 7. The system of claim 1 , wherein the third communication session comprises one or more of:a first subset of communications from the first communication session; or a second subset of communications from the second communication session. 8. The system of claim 1 , wherein the server is configured to establish the third communication sessions by filtering one or more of:a first subset of communications from the first communication session; or a second subset of communications from the second communication session. 9. A computer-implemented method comprising:monitoring, by a server using natural language processing, a first communication session between a first user device and a second user device; monitoring, using the natural language processing, a second communication session between the first user device and a third user device; based on a determination of a common ground between the first communication session and the second communication session and based on a determination that the first communication session and the second communication session are not private channels, generating a recommendation to merge the first communication session and the second communication session into a third communication session; and based on receiving an indication of acceptance of the recommendation, establishing the third communication session at least by: retrieving, from a first user profile associated with the first user device, one or more first user credentials that provide access to one or more first communication channels; retrieving, from a second user profile associated with the second user device, one or more second user credentials that provide access to one or more second communication channels; selecting, based on the one or more first communication channels and the one or more second communication channels, a communication channel to use for the third communication session; and accessing, using the first retrieved user credentials and the second retrieved user credentials, the communication channel determined to be used for the third communication session. 10. The computer-implemented method of claim 9 , further comprising:determining, based on the communication channel determined to be used for the third communication session, a type of communication channel for the third communication session; and sending, to the first user device, an indication of the type of communication channel with the recommendation. 11. The computer-implemented method of claim 10 , wherein the type of communication channel comprises at least one of:an email channel; a mobile text messaging channel; a social media channel; a web chat channel; a voice communication channel; or a video communication channel. 12. The computer-implemented method of claim 9 , wherein the common ground comprises at least one of:a first subject of the first communication session overlapping with a second subject of the second communication session; a first topic associated with the first communication session overlapping with a second topic associated with the second communication session; one or more first keywords associated with the first communication session overlapping with one or more second keywords associated with the second communication session; or a first time associated with the first communication session being proximate to a second time associated with the second communication session. 13. The computer-implemented method of claim 9 , further comprising:determining a relationship between the second user associated with the second user device and a third user associated with the third user device, wherein the recommendation is based on the relationship between the second user and the third user. 14. The computer-implemented method of claim 9 , further comprising:sending, to the second user device and the third user device, a request for authorization to merge the first communication session and the second communication session; and receiving, from the second user device and the third user device, authorization to merge the first communication session and the second communication session. 15. The computer-implemented method of claim 9 , wherein the third communication session comprises one or more of:a first subset of communications from the first communication session; or a second subset of communications from the second communication session. 16. The computer-implemented method of claim 9 , further comprising:further establishing the third communication sessions by filtering one or more of:a first subset of communications from the first communication session; or a second subset of communications from the second communication session. 17. The computer-implemented method of claim 9 , further comprising:monitoring a fourth communication session between the first user device and a fourth user device; determining that the fourth communication session is via a private communication channel; and preventing the fourth communication session from being merged into the third communication session. 18. A computer-implemented method comprising:sending, by a first user device via a first communication session, one or more communications to a second user device; sending, by the first user device via a second communication session, one or more communications to a third user device; receiving, by the first user device and from a server, a recommendation to merge the first communication session and the second communication session, wherein the recommendation to merge is based on a determination that the first communication session and the second communication session are not private channels; sending, by the first user device and to the server, an acceptance of the recommendation, wherein sending the acceptance causes the server to establish a third communication session at least by: retrieving, from a first user profile associated with the first user device, one or more first user credentials that provide access to one or more first communication channels; retrieving, from a second user profile associated with the second user device, one or more second user credentials that provide access to one or more second communication channels; selecting, based on the one or more first communication channels and the one or more second communication channels, a communication channel to use for the third communication session; and accessing, using the first retrieved user credentials and the second retrieved user credentials, the communication channel determined to be used for the third communication session; and sending, by the first user device via a third communication session, one or more communications to the second user device and the third user device. 19. The computer-implemented method of claim 18 , wherein the third communication session comprises at least one of:an email channel; a mobile text messaging channel; a social media channel; a web chat channel; a voice communication channel; or a video communication channel. 20. The computer-implemented method of claim 18 , wherein the third communication session comprises one or more of:a first subset of communications from the first communication session; or a second subset of communications from the second communication session.
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