Patent ID: 10127582

Abstract:
An apparatus comprises a processing platform implementing a unified framework for representation and processing of trigger, context, action and result (TCAR) associations and constituent elements thereof in relation to customer communications in an enterprise. The processing platform comprises a TCAR mapper, a TCAR reasoner, a TCAR action commander, and a TCAR repository. The TCAR mapper is configured to capture events and transmogrify corresponding TCAR associations for storage in the TCAR repository. The TCAR reasoner is configured to perform one or more reasoning operations over selected ones of the TCAR associations stored in the TCAR repository. The TCAR action commander is configured to orchestrate one or more actions determined at least in part by the one or more reasoning operations performed by the TCAR reasoner. A given one of the TCAR associations includes as its constituent elements a trigger, context, an action and a result, and may contain additional related information.