NIKE, Inc.
MULTI-CHANNEL COMMUNICATION PLATFORM WITH DYNAMIC RESPONSE GOALS

Abstract:

A multi-channel communication platform includes a messaging engine operative to receive a plurality of textual messages from a user, a routing engine, and an agent interface. The plurality of textual messages form a message thread and include at least one query requesting a reply. The routing engine is operative to transmit the message thread to a message queue associated with a live agent and to receive a reply from the live agent and transmit the reply to the user. The agent interface includes an active chat thread displaying the message thread and operative to receive the reply from the live agent, and a support window operative to display contextual information to the live agent about at least one of the user or the message thread. The routing engine further includes an automated agent that is configured to analyze the query and provide one or more proposed responses to the query.