Online interaction processing

Abstract

Methods and apparatus to process online interactions from numerous sources, coming from different time frames and systems. One embodiment includes a facilitator, an interaction processor, and an action generator. The facilitator facilitates interactions in one or more devices, where interactions typically occur. The processor can consolidate and analyze interactions from multiple sources, in different formats, and collected at different time frames, to extract intelligence from them. The processor processes such interactions, and generates an interaction descriptor for each interaction. A descriptor can include a generalization of the corresponding interaction, and at least a part of the interaction. Descriptors for different types of interactions can be represented by the same format to allow the processor to analyze them together. The action generator can improve on future interactions; refer an interaction to be responded by a human representative if necessary; and allow users to extract information from the analysis, and generate reports regarding the interactions. Future interactions can then be significantly enhanced, with customers having higher satisfaction level, and companies more accurately charting their future.

1. A computer-implemented method for processing online interactions, said method comprising:
 accessing two online interactions; 
 generating, using a processing unit, two interaction descriptors from the two online interactions using grammatical and semantic processing; and 
 analyzing, using the processing unit, the two descriptors together to determine a piece of information related to the interactions; 
 wherein the two interactions are from different time frames, 
 wherein one descriptor includes a generalization of the corresponding interaction, and 
 wherein the two interactions are from different modes of communication. 
 
     
     
       2. A computer-implemented method as recited in  claim 1  wherein one interaction is an instant message, and the other interaction is an email. 
     
     
       3. A computer-implemented method as recited in  claim 1  wherein one interaction is from a mobile device and the other interaction is from a desktop device. 
     
     
       4. A computer-implemented method as recited in  claim 1  wherein the two interactions are from two physical locations. 
     
     
       5. A computer-implemented method as recited in  claim 1  wherein the two interactions have two different transport protocols. 
     
     
       6. A computer-implemented method as recited in  claim 1  wherein the two interactions have two different data formats. 
     
     
       7. A computer-implemented method as recited in  claim 1  wherein the two interactions are in two different languages, and the method further comprises normalizing the two interactions into one language. 
     
     
       8. A computer-implemented method as recited in  claim 1  wherein at least one of the interactions includes a pre-determined representation, and the method further comprises normalizing the pre-determined representation into a standard representation. 
     
     
       9. A computer-implemented method as recited in  claim 1  wherein one descriptor includes at least a part of the corresponding interaction. 
     
     
       10. A computer-implemented method as recited in  claim 1  wherein one descriptor includes an identifier for identifying the corresponding interaction. 
     
     
       11. A computer-implemented method as recited in  claim 1  wherein a corporation pays for the computer-implemented method, wherein the generalization is related to a subject matter of the corresponding interaction, and wherein the subject matter is related to an interest of the corporation. 
     
     
       12. A computer-implemented method as recited in  claim 1  wherein a person initiates one of the interactions, the generalization is related to an interest of the person, and the interest is extracted from the interaction. 
     
     
       13. A computer-implemented method as recited in  claim 1  wherein a person initiates one of the interactions, and the generalization is related to the state of the person. 
     
     
       14. A computer-implemented method as recited in  claim 1  further comprising facilitating the interactions before accessing the interactions. 
     
     
       15. A computer-implemented method as recited in  claim 1  wherein the piece of information includes a rule generated based on the two interactions. 
     
     
       16. A computer-implemented method as recited in  claim 1  wherein the piece of information enhances future interactions. 
     
     
       17. A computer-implemented method as recited in  claim 1  wherein the piece of information is for generating a report related to the interactions. 
     
     
       18. A computer-implemented method as recited in  claim 1  wherein the piece of information is for changing the mode of communication of one of the interactions. 
     
     
       19. A computer-implemented method as recited in  claim 1  wherein future interactions can be modified based on an input from a user who has accessed the piece of information. 
     
     
       20. A computer-implemented method as recited in  claim 1  wherein one interaction includes a statement and a response to the statement, wherein based on the piece of information, a human representative is activated to call the initiator of that interaction, wherein based on the piece of information, the response to the statement is modified, and wherein the modified response is sent to the initiator. 
     
     
       21. A method for processing online interactions, the method comprising:
 receiving first information regarding a first online interaction, wherein the first information corresponds to a first time frame;   receiving second information regarding a second online interaction, wherein the second information corresponds to a second time frame;   generating, using a processing unit, a first interaction descriptor corresponding to the first online interaction;   generating, using the processing unit, a second interaction descriptor corresponding to the second online interaction;   analyzing, using the processing unit, the first interaction descriptor and the second interaction descriptor; and   identifying, using the processing unit, third information based on the analysis, wherein the third information is related to the first online interaction and the second online interaction.   
     
     
       22. The method of claim 21, further comprising providing a response to the second online interaction, wherein the response is based at least in part on the third information. 
     
     
       23. The method of claim 21, further comprising providing a response to a third online interaction, wherein the response is based at least in part on the third information. 
     
     
       24. The method of claim 21, wherein the first interaction descriptor comprises a generalization of the first online interaction. 
     
     
       25. The method of claim 21, wherein the first information is received according to a first transport protocol and the second information is received according to a second transport protocol. 
     
     
       26. The method of claim 21, wherein the first information is received by way of a first mode of communication and the second information is received by way of a second mode of communication. 
     
     
       27. The method of claim 21, further comprising processing, using the processing unit, the first information to identify grammatical information, wherein the first interaction descriptor is generated based at least in part on the grammatical information. 
     
     
       28. The method of claim 27, further comprising processing, using the processing unit, the first information to identify semantic information, wherein the first interaction descriptor is generated based at least in part on the semantic information. 
     
     
       29. A system for processing online interactions, the system comprising:
 a processing unit; and   a facilitator configured to:
 receive first information regarding a first online interaction, wherein the first information is received during a first time frame; and 
 receive second information regarding a second online interaction, wherein the second information is received during a second time frame; 
 wherein the processing unit is coupled to the facilitator, wherein the processing unit is configured to:
 generate a first interaction descriptor corresponding to the first online interaction; 
 generate a second interaction descriptor corresponding to the second online interaction; 
 analyze the first interaction descriptor and the second interaction descriptor; and 
 identify third information based on the analysis, wherein the third information is related to the first online interaction and the second online interaction. 
 
   
     
     
       30. The system of claim 29, wherein the first information is in a first language and the second information is in a second language, and further wherein the facilitator is configured to normalize the first information and the second information into a common language. 
     
     
       31. The system of claim 29, wherein the first information comprises a query, and further wherein the facilitator is configured to generate a response to the query, wherein the response is based at least in part on the third information. 
     
     
       32. The system of claim 29, wherein the first information comprises at least one of visual data, voice data, handwriting, or key strokes, and further comprising a pattern recognition system configured to identify a pattern in at least one of the visual data, the voice data, the handwriting, or the key strokes. 
     
     
       33. The system of claim 29, further comprising a report generator configured to generate a report based at least in part on the third information. 
     
     
       34. The system of claim 29, further comprising an escalator configured to escalate the first online transaction to a customer service representative based at least in part on the first interaction descriptor. 
     
     
       35. The system of claim 29, further comprising an interaction enhancer configured to use the third information to enhance a third online interaction. 
     
     
       36. A non-transitory computer-readable storage medium having instructions stored thereon for processing online interactions, wherein upon execution by a processor, the instructions cause the processor to:
 access first information regarding a first online interaction, wherein the first information corresponds to a first time frame;   access second information regarding a second online interaction, wherein the second information corresponds to a second time frame;   generate a first interaction descriptor corresponding to the first online interaction;   generate a second interaction descriptor corresponding to the second online interaction;   analyze the first interaction descriptor and the second interaction descriptor; and   identify third information based on the analysis, wherein the third information is related to the first online interaction and the second online interaction.   
     
     
       37. The computer-readable medium of claim 36, wherein the first online interaction comprises a request from a user, and further wherein the first information is related to a state of the user. 
     
     
       38. The computer-readable medium of claim 36, wherein the processor is further caused to generate a rule based at least in part on the third information.