Patent ID: 8843563
Filing Date: 2014-09-23
Classification: G06Q,H04L,H04M

Abstract:
1. A computer implemented contact center message processing system of the type which presents messages to a contact center agent and enables the contact center agent to respond to the messages, the system comprising: a) a processor for analyzing a plurality of messages before said messages are presented to said contact center agent, whereby the processor determines a subset of said messages sharing a common characteristic; b) an aggregate message generator for generating information which is representative of said subset of messages, wherein said information comprises at least one of i) a summary of said messages in said subset of messages and ii) concatenated text of at least two of said messages in said subset of messages; and for creating an aggregated message having a header and a body, wherein said information is provided in the body of the aggregated message; c) a queuing system configured to generate an aggregate contact for the aggregated message and locating said aggregate contact into a queue of contacts; the aggregated message being assigned a priority which determines the position of the aggregate contact in the queue of contacts; d) an output for presenting said aggregate message to said contact center agent once said aggregate contact reaches the top of the queue; e) a response generator for receiving a single response to said aggregate message formulated by the contact center agent and generating therefrom one or more response messages addressed to one or more source(s) of said subset of messages; and f) a communications module for communicating said one or more response messages to said source(s).