Patent ID: 11962560
Assignee: ACTIANCE, INC.
Field: Digital communication (Electrical engineering)
Classification: CPC H  G | IPC G  H

Claim 13:
14. A non-transitory computer-readable medium embodying a program that, when executed by at least one computing device, causes the at least one computing device to:
receive at least one first communication sent using a first communication modality;
receive at least one second communication sent using a second communication modality;
determine that the at least one first communication and the at least one second communication correspond to a single interaction;
generate a communication object for the single interaction in the form of an interaction transcript model, the communication object comprising a plurality of historical communications in a particular structure consistent across communication modalities from the at least one first communication and the at least one second communication;
determine a plurality of contexts for the single interaction from the communication object;
store the communication object in a database among a plurality of communication objects; and
retrieve the communication object in response to a search request based on the plurality of contexts.