MUMBAI, India, Aug. 10 -- Intellectual Property India has published a patent application (202541006767 A) filed by Exotel Techcom Private Limited on January 28, 2025, for Customer Conversation Data Management Platform.
Inventors include Darshan Datt Kikkeri Shivadatta; Shivakumar Ganesan; Anil Kumar Agara Venkatesha Rao; Sachin Bhatia; and Mohit Singh Jamwal.
The application for the patent was published on July 31, 2026, under issue no. 31/2026.
Abstract: CUSTOMER CONVERSATION DATA MANAGEMENT PLATFORM ABSTRACT A computer-implemented method for managing customer conversation data is described. In an example, customer interaction data may be received from a plurality of communication channels corresponding to multiple business systems. The customer interaction data is associated with a plurality of customers. Further, the received customer interaction data is stored in a data store. Furthermore, the customer interaction data is grouped based on at least one of a topic, a timeline, and a user profile. For each group of customer interaction data, the group is analyzed to derive customer insights of the group. The customer insights of each group or across a plurality of groups can be analyzed to determine a state of a customer relationship of a customer or a set of customers with a company. Based on the analysis of the customer insights, a recommendation corresponding to the state of the customer relationship is generated. [FIG. 1]
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