Patent Document ID: 9635175
Application ID: 14084501

Base Claim:
1. A method, comprising: receiving a multi-topic dialog at a processor; analyzing, by the processor, the multi-topic dialog to identify a plurality of questions contained within the multi-topic dialog, wherein the plurality of questions contained within the multi-topic dialog comprise a plurality of questions on a plurality of topics; formatting, by the processor, a presentation of the multi-topic dialog in an aggregated display, the presentation including an indication of the identified plurality of questions contained within the multi-topic dialog, wherein the plurality of questions are aggregated from a plurality of different users using different communication types; determining, by the processor, whether each of the identified plurality of questions has been addressed; and presenting, by the processor, the presentation of the multi-topic dialog, wherein the presentation of the multi-topic dialog includes the identified plurality of questions along with corresponding indications of whether or not the identified plurality of questions have been answered.

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Claim 5:
5. The method of claim 1 , further comprising: determining, by the processor, that less than all of the identified plurality of questions have been addressed; identifying, by the processor, each un-addressed question; and highlighting, by the processor, each un-addressed question in the presentation of the multi-topic dialog for a contact center agent.