Method and system for recovering an interrupted communication session

Abstract

A method and system for recovering an interrupted communication session is provided. First, communication interface and network information from the user is obtained from the user device to communicate with another device. User communication is then captured between the current session using the user device and the other device. The context of the captured communication is then determined, and a token is associated with it. The current session and the information related to its context, along with the associated token, are stored. This stored information is used to re-establish a new session if the current session is terminated or interrupted before resolution. The new session uses the stored information to re-establish communication at the exact process stage where the interruption occurred.

Description

Technical Field

[0001] The present invention generally relates to the field of data management and, more specifically, to techniques for providing a context-based user experience in a dynamic computing environment.

[0002] A chatbot can be defined as any software application aimed at mimicking human interaction. They vary in sophistication and can provide various functions. For example, they can provide text-to-speech conversion and can be initiated online or through other electronic means. Many chatbots include an artificial intelligence engine that includes a machine language model.

[0003] Conventionally, a primary device can be used to communicate with and interface connect to a chatbot. However, the primary device for initiating or supporting chatbot communication can vary. This primary device can include mobile devices, desktops, smartphones, or various other electronic devices. In some embodiments, the primary device can be used to establish a customer support session, such as between a user and a service, starting from the chatbot interface. One issue when starting a customer support system using a chatbot can be the long wait time before the session starts. To solve this problem, the primary device may need to be switched on and off to complete the interaction. Unfortunately, however, the latter can also result in an interrupted connection, which may then require restarting the process from the beginning. Unexpected interruptions during particularly complex interactions will often have an adverse effect.

Summary of the Invention

[0004] Embodiments of the present invention disclose a method, computer system, and computer program product for recovering an interrupted communication session. In one embodiment, the methodology comprises the step of obtaining user communication interface and network information necessary for a user to communicate from a user device to another device. User communication is then captured between the current session using the user device and the other device. The context of the captured communication is then determined, and a token is associated with it. Information related to the current session and its context, as well as the associated token, is stored. This stored information is used to re-establish a new session if the current session is terminated or interrupted before resolution. The new session uses the stored information to re-establish communication at the exact process stage in which the interruption occurred. [Brief explanation of the drawing]

[0005] These and other objects, features and advantages of the present invention will become apparent from the following detailed description of its exemplary embodiments and can be read in conjunction with the accompanying drawings. The examples are for clarity to facilitate understanding of the invention by those skilled in the art in conjunction with the detailed description, and various features in the drawings are not to scale. The drawings show the following:

[0006] [Figure 1] This shows a networked computer environment according to at least one embodiment.

[0007] [Figure 2] This provides an operational flowchart for re-establishing an interrupted session according to one embodiment.

[0008] [Figure 3] An action flowchart for recovering an interrupted session according to another embodiment is provided. [Modes for carrying out the invention]

[0009] Detailed embodiments of the structures and methods of the claims may be disclosed herein; however, it should be understood that the disclosed embodiments may be merely illustrative of the structures and methods of the claims, which may be embodied in various forms. Nevertheless, the present invention may be embodied in many different forms and should not be construed as being limited to the exemplary embodiments described herein. Rather, these exemplary embodiments may be provided so that this disclosure is complete and concise and fully communicates the scope of the invention to those skilled in the art. In the description, details of well-known features and techniques may be omitted to avoid unnecessarily obscuring the embodiments presented.

[0010] Various aspects of this disclosure are described by narrative text, flowcharts, block diagrams of computer systems, and / or block diagrams of mechanical logic included in embodiments of computer program products (CPPs). With respect to any flowchart, operations may be performed in a different order than those shown in a given flowchart, depending on the technology involved. For example, also depending on the technology involved, two operations shown in consecutive blocks of a flowchart may be performed in reverse order, as a single integrated step, simultaneously, or with at least partial time overlap.

[0011] Embodiments of a computer program product ("CPP Embodiment" or "CPP") are terms used in this disclosure to describe any set of one or more storage media (also referred to as "Multiple Media") that collectively comprise a set of one or more storage devices containing machine-readable code corresponding to instructions and / or data for performing computer operations specified in a given CPP claim. A "Storage Device" is any tangible device capable of holding and storing instructions for use by a computer processor. Computer-readable storage media may be, but are not limited to, electronic storage media, magnetic storage media, optical storage media, electromagnetic storage media, semiconductor storage media, mechanical storage media, or any suitable combination thereof. Some known types of storage devices, including these media, include diskettes, hard disks, random access memory (RAM), read-only memory (ROM), erasable programmable read-only memory (EPROM or flash memory), static random access memory (SRAM), compact disk read-only memory (CD-ROM), digital versatile disk (DVD), memory stick, floppy disk, mechanically encoded devices (such as pits / lands formed on the main surface of a punch card or disk), or any suitable combination of those described above. When the term "computer-readable storage medium" is used in this disclosure, it shall not be construed as storage in the form of transient signals themselves, such as radio waves or other freely propagating electromagnetic waves, electromagnetic waves propagating through waveguides, optical pulses passing through optical fiber cables, electrical signals communicated through wires, and / or other transmission media. As those skilled in the art will understand, data is moved at several intermittent points in the normal operation of a storage device, such as during access, defragmentation, or garbage collection; however, data is not transient while it is stored, so the foregoing does not make a storage device transient.

[0012] Figure 1 provides a block diagram of a computing environment 100. The computing environment 100 includes an example of an environment for executing at least some computer code involved in performing the method of the invention, such as a code change differential module capable of providing a dynamic support management module (150). In addition to this module 150, the computing environment 100 includes, for example, a computer 101, a wide area network (WAN) 102, an end user device (EUD) 103, a remote server 104, a public cloud 105, and a private cloud 106. In this embodiment, the computer 101 includes a processor set 110 (including processing circuits 120 and a cache 121), a communication fabric 111, volatile memory 112, persistent storage 113 (including an operating system 122 and module 150 as identified above), a peripheral device set 114 (including a user interface (UI), a device set 123, storage 124, and an Internet of Things (IoT) sensor set 125), and a network module 115. The remote server 104 includes the remote database 130. The public cloud 105 includes the gateway 140, the cloud orchestration module 141, the host physical machine set 142, the virtual machine set 143, and the container set 144.

[0013] The computer 101 in Figure 1 may take the form of a desktop computer, laptop computer, tablet computer, smartphone, smartwatch or other wearable computer, mainframe computer, a currently known or future-developed quantum computer or any other form of computer or mobile device capable of running programs, accessing networks, or querying databases such as the remote database 130. As is well understood in the field of computer technology, and depending on the technology, the execution of a computer implementation method may be distributed among multiple computers and / or multiple locations. On the other hand, in this description of the computing environment 100, in order to make the explanation as concise as possible, the detailed discussion focuses on a single computer, specifically computer 101. Although computer 101 is not shown in the cloud in Figure 1, it may be located in the cloud. On the other hand, computer 101 does not need to be located in the cloud, except to any extent that may be definitively shown.

[0014] The processor set 110 includes one or more computer processors of any type currently known or to be developed in the future. The processing circuitry 120 may be distributed across multiple packages, for example, multiple interconnected integrated circuit chips. The processing circuitry 120 may implement multiple processor threads and / or multiple processor cores. The cache 121 is memory located within the processor chip package and is typically used for data or code that should be available for high-speed access by threads or cores running on the processor set 110. The cache memory is typically organized into multiple levels depending on its relative proximity to the processing circuitry. Alternatively, some or all of the cache for the processor set may be located "off-chip". In some computing environments, the processor set 110 may operate using qubits and be designed to perform quantum computing.

[0015] Computer-readable program instructions are typically loaded into computer 101, causing the processor set 110 of computer 101 to execute a series of operational steps, thereby enabling the computer implementation method, and as a result, the instructions thus executed instantiate the method specified in the flowchart and / or narrative description of the computer implementation method contained herein (collectively referred to as the "Method of the Invention"). These computer-readable program instructions are stored in various types of computer-readable storage media, such as cache 121 and other storage media discussed below. The program instructions and associated data are accessed by the processor set 110 to control and direct the execution of the Method of the Invention. In the computing environment 100, at least some of the instructions for executing the Method of the Invention may be stored in module 150 in persistent storage 113.

[0016] The communication fabric 111 is a signal-conducting path that enables various components of the computer 101 to communicate with one another. Typically, this fabric is made up of switches and conductive paths, such as buses, bridges, physical input / output ports, and similar components. Other types of signal-conducting paths, such as optical fiber communication paths and / or wireless communication paths, may be used.

[0017] The volatile memory 112 is any type of volatile memory currently known or to be developed in the future. Examples include dynamic type random access memory (RAM) or static type RAM. Typically, volatile memory is characterized by random access, but this is not required unless explicitly stated. In computer 101, the volatile memory 112 is located in a single package and resides inside computer 101, but alternatively or additionally, the volatile memory may be distributed across multiple packages and / or located externally to computer 101.

[0018] The persistent storage 113 is any form of non-volatile storage for a computer, currently known or to be developed in the future. The non-volatility of this storage means that the stored data is maintained regardless of whether power is supplied to the computer 101 and / or directly to the persistent storage 113. The persistent storage 113 may be read-only memory (ROM), but typically at least a portion of the persistent storage allows for writing, deleting, and rewriting of data. Some well-known forms of persistent storage include magnetic disks and solid-state storage devices. The operating system 122 may take several forms, such as various known proprietary operating systems or open-source portable operating system interface type operating systems that utilize a kernel. The code contained in module 150 typically includes at least some of the computer code that is involved in performing the method of the invention.

[0019] The peripheral device set 114 includes a set of peripheral devices for the computer 101. Data communication connections between the computer 101's peripheral devices and other components may be implemented in various ways, such as Bluetooth® connections, near-field communication (NFC) connections, connections formed by cables (such as Universal Serial Bus (USB) type cables), insert-type connections (e.g., Secure Digital (SD) cards), connections formed through local area communication networks, and even connections formed through wide area networks such as the Internet. In various embodiments, the UI device set 123 may include components such as a display screen, speakers, microphones, wearable devices (such as goggles and smartwatches), keyboards, mice, printers, touchpads, game controllers, and haptic devices. Storage 124 is external storage such as an external hard drive, or insertable storage such as an SD card. Storage 124 may be persistent and / or volatile. In some embodiments, storage 124 may take the form of a quantum computing storage device for storing data in the form of qubits. In embodiments where computer 101 requires a large amount of storage (for example, when computer 101 locally stores and manages a large database), this storage may be provided by peripheral storage devices designed to store very large amounts of data, such as a storage area network (SAN) shared by multiple geographically distributed computers. The IoT sensor set 125 consists of sensors that can be used in Internet of Things applications. For example, one sensor may be a thermometer and another a motion detector.

[0020] The network module 115 is a collection of computer software, hardware, and firmware that enables computer 101 to communicate with other computers via the WAN 102. The network module 115 may include hardware such as a modem or Wi-Fi signal transceiver, software for packetizing and / or depackaging data for communication network transmission, and / or web browser software for transmitting data over the internet. In some embodiments, the network control and network forwarding functions of the network module 115 are performed on the same physical hardware device. In other embodiments (e.g., embodiments utilizing Software-Defined Networking (SDN)), the control and forwarding functions of the network module 115 are performed on physically separate devices, such that the control function manages several different network hardware devices. Computer-readable program instructions for performing the methods of the present invention can typically be downloaded from an external computer or external storage device to computer 101 via a network adapter card or network interface included in the network module 115.

[0021] WAN102 is any wide area network (e.g., the Internet) that can transmit computer data over non-local distances using any currently known or future-developed technology for transmitting computer data. In some embodiments, the WAN may be replaced and / or complemented by a local area network (LAN), such as a Wi-Fi network, designed to transmit data between devices located in a local area. The WAN and / or LAN typically include computer hardware such as copper transmission cables, optical transmission fibers, wireless transmissions, routers, firewalls, switches, gateway computers, and edge servers.

[0022] An End User Device (EUD) 103 is any computer system used and controlled by an end user (e.g., a customer of the company operating computer 101) and can take any of the forms discussed above in relation to computer 101. EUD 103 typically receives useful and valuable data from the operation of computer 101. For example, in a hypothetical case where computer 101 is designed to provide recommendations to an end user, these recommendations would typically be transmitted from computer 101's network module 115 to EUD 103 via WAN 102. Thus, EUD 103 can display or otherwise present recommendations to the end user. In some embodiments, EUD 103 may be a client device such as a thin client, heavy client, mainframe computer, or desktop computer.

[0023] The remote server 104 is any computer system that provides at least some data and / or functions to computer 101. The remote server 104 may be controlled and used by the same entity that operates computer 101. The remote server 104 represents a machine that collects and stores useful and valuable data for use by other computers, such as computer 101. For example, in a hypothetical case where computer 101 is designed and programmed to provide recommendations based on historical data, this historical data may be provided to computer 101 from the remote database 130 of the remote server 104.

[0024] The public cloud 105 is any computer system available for use by multiple entities, providing on-demand availability of computer system resources and / or other computer functions, particularly data storage (cloud storage) and computing power, without direct active management by the user. Cloud computing typically leverages resource sharing to achieve coherence and economies of scale. Direct and active management of the computing resources of the public cloud 105 is performed by the computer hardware and / or software of the cloud orchestration module 141. The computing resources provided by the public cloud 105 are typically implemented by virtual computing environments running on various computers that make up the host physical machine set 142, which is a universe of physical computers located within and / or available to the public cloud 105. The virtual computing environment (VCE) typically takes the form of virtual machines from the virtual machine set 143 and / or containers from the container set 144. These VCEs may be stored as images and are understood to be transferable either as images or after VCE instantiation, among and between various physical machine hosts. The cloud orchestration module 141 manages the transfer and storage of images, deploys new VCE instantiations, and manages the active instantiation of VCE deployments. The gateway 140 is a collection of computer software, hardware, and firmware that enables the public cloud 105 to communicate over the WAN 102.

[0025] Here, some further explanations of a virtualized computing environment (VCE) are provided. A VCE can be stored as an "image". A new active instance of a VCE can be instantiated from the image. Two well-known types of VCEs are virtual machines and containers.

[0026] A container is a VCE that uses operating system-level virtualization. This refers to an operating system feature where the kernel enables the existence of multiple isolated user-space instances called containers. These isolated user-space instances typically behave as actual computers from the perspective of the programs running in them. A computer program running on a normal operating system can utilize all the resources of that computer, such as connected devices, files and folders, network shares, CPU power, and quantifiable hardware capabilities. However, a program running inside a container can only use the contents of the container and the devices assigned to that container, and this feature is known as containerization.

[0027] The private cloud 106 is similar to the public cloud 105, except that computing resources are only available for use by a single enterprise. The private cloud 106 is shown as being in communication with the WAN 102, but in other embodiments, the private cloud may be completely disconnected from the Internet and only accessible via a local / private network. A hybrid cloud is a composite of multiple different types of clouds (e.g., private, community, or public cloud types), and is often implemented by different vendors. Each of the multiple clouds remains a separate discrete entity, but the larger hybrid cloud architecture is coupled together by standardized or proprietary technologies that enable orchestration, management, and / or data / application portability between the multiple constituent clouds. In this embodiment, both the public cloud 105 and the private cloud 106 are part of a larger hybrid cloud.

[0028] As mentioned earlier, a primary device may be used to communicate with and interface with a chatbot. The primary device can be a mobile device, desktop, smartphone, or various other electronic devices. In some embodiments, the primary device may be used to establish a customer support session, such as between users, starting from the chatbot interface. In these scenarios, there may be a long waiting time before the customer support session begins. To address this issue, the primary device may need to be switched on and off to complete the interaction. Unfortunately, the latter may also result in an interrupted connection, requiring the process to be restarted again. This unexpected interruption can cause the primary device to lose its place in the communication queue, and the session history may be lost. In some scenarios, restarting the process may result in a new person taking over the previous interaction without the necessary expertise or knowledge of the previous user communication and history. This can negatively impact user satisfaction and completion time. In certain cases, the interaction may be escalated to a supervisor or more expert person with the correct authority or expertise. Consequently, assigning these tasks to new personnel who may lack sufficient background or knowledge to support the process can also impact the overall outcome of the interaction. To address these challenges, Process 200 is provided in Figure 2.

[0029] Figure 2 provides a flowchart illustrating an embodiment having a process 200 for seamlessly recovering an interrupted communication session. In one embodiment, this may be achieved by providing a history reference across multiple applications and various types of customer service experiences to provide an aggregated history record from the user's perspective. In one embodiment, the process provides service engagement by associating an Internet of Things (IoT) token that may be maintained locally within the user's network and shared between devices for specific temporary support. In one embodiment, the process 200 may be managed by an artificial intelligence (AI) based engine using one or more self-learning machine learning (ML) engines and models.

[0030] In step 210, customer service data may be acquired or received in connection with one or more customer service applications. In one embodiment, this may mean that a user or group of users connects to the system (opt-in module 150) and enables system access to acquire information about sessions in current or future chats between the user and another device. The other device may be a third-party device associated with the provided customer service application.

[0031] In one embodiment, information may be captured by a system (module) that may reside on a specific device (locally or remotely) as specified by the user. In one scenario, this may be achieved and processed through a centralized, resident local application on a specifically specified device (as specified by the AI, user, or network). The system may include, or be communicating with, one or more servers (local or remote) or multiple other devices connected via a network.

[0032] In stage 220, customer service data may be optionally analyzed. This may be done by considering the context of the captured communications. Other data may also be acquired and considered to provide analysis. The captured and analyzed information may include a variety of different data. This may include, but is not limited to, speech-to-text summaries, captured or uploaded images, or the state of one or more tokens acquired from backend vendors during communications.

[0033] In step 230, historical records may be obtained for one or more customers related to the customer's service experience. These associated historical records may be (optionally analyzed) based on the customer service data received or obtained. In different embodiments, historical records may be related to a specific customer, or a group of customers or customers with similar needs or service records. If analysis is performed in step 220, historical data may also be considered, thereby allowing steps 220 and 230 to be performed simultaneously.

[0034] In step 240, aggregates may be generated relating to historical records obtained for specific customers (or on behalf of some or other specific customers) based on the customer service experience previously acquired and analyzed.

[0035] At stage 250, an aggregated history of customer service experiences may be stored. This can then be used to establish context for future communications. It can also be used by AI (or a self-learning machine learning engine) to reconnect and re-establish interrupted previous sessions, capture relevant information during future communications, or if information is lost.

[0036] Thus, process 200 provides an embodiment for recovering an interrupted communication session. In one embodiment, as reflected by steps 210-250, information regarding the communication interface and network information necessary for a user to communicate from a user device to another device is obtained from a user or user device. User communication is then captured between the current session using the user device and the other device. The context of the captured communication is then determined, and a token is associated with it. The current session and the information related to its context, along with the associated token, are stored. This stored information is used to re-establish a new session if the current session is terminated or interrupted before resolution. The new session uses the stored information to re-establish communication at the exact process stage where the interruption occurred.

[0037] In one embodiment, a system, method, and program product are provided for recovering an interrupted communication session. The system includes one or more processors, one or more computer-readable memories, and one or more computer-readable storage media, and program instructions, which are stored in at least one of the storage media to be executed by at least one of the one or more processors via at least one of the one or more memories, thereby obtaining the user's communication interface and network information necessary for the user to communicate from a user device to another device, and capturing the user communications of the current session between the user device and the other device. It also includes program instructions for determining the captured communications of the current session, associating tokens with the captured user communications, and storing information for re-establishing a new session if the current session is terminated or interrupted before resolution. The new session uses the stored information to re-establish communications at the exact process stage of the interrupted or terminated current session.

[0038] Figure 3 provides a flowchart relating to process 300, which relates to another embodiment of the present invention. In step 310, the dynamic support management module 150 of Figure 1 may be used. In one scenario, this may be performed by a user opting in to the module.

[0039] As shown in step 320, this provides system access to session information captured during user communication using a third-party device. A user or third-party device can be defined as any electronic device, as can be understood by those skilled in the art. These may include mobile devices, wearables, desktops, virtual reality (VR) devices, and similar devices. These devices may communicate with other devices through local (and remote) networks, such as those used by an Internet of Things (IoT) system, such as those used by a user. In one embodiment, module 150 may exist as a centralized local application on a given device owned by a user or network.

[0040] In stage 330, the user initiates a chat interaction through one or more means of communication. In one embodiment, if a chatbot session (or communication with support) can be initiated, the system initiates context capture through a locally stored third-party (vendor) agnostic token. This provides a unique chat token with associated context that will persist over time. This token may contain various pieces of information. For example, the token may include: • Summarizing from audio to text • Captured information about the agent via keyword analysis • Expansion • Shared / uploaded images / documents, and • Status / progress represented by a state or unique token from the backend vendor system.

[0041] As shown in stages 340 / 345, one or more tokens may be provided. In one embodiment, there may be one token, and different tokens may be specialized for different types of interaction. Tokens may be associated with voice-to-text information, shared or uploaded images, and state-specific tokens representing status progress. In addition, larger chat tokens (340) may include more relevant information and optional attachments necessary for the interaction. For example, a smaller chat token 345 may contain only minimal information 345 (which may include, but is not limited to, a unique identifier (ID)).

[0042] During that time, if the user is interacting through a communication means (interfaced with support), the module can detect the support interaction. This information can be obtained from various means. For example, consider the following scenario: • Chat: Infrequent use of chatbots, site URLs, HTML interactions, specified support sites, global support payload / URLs • Telephone: Voice to text, specified number of support cases, detection of user IVR interaction

[0043] In one embodiment, the interface will provide any information that may be detected as incomplete (unfilled slots that have not been automatically collected by a user, etc.). This is especially true when using AI and self-learning machine learning engines. In addition, any manual additions, such as any custom additions or components added by a user (or device, etc.), may be added to the global token payload. The module may then determine any incomplete slots (information) and notify the user based on the incompleteness of the slot and the need to obtain the information. In one embodiment, an incomplete slot (where the requested information is missing) may prompt the user through any push notification (mobile, SMS, etc.) that it would be wise to collect / request the given information from support. Some of the information may only be acquired (the step is performed) if a human is online or accessible (making it easier for the AI ​​to have fewer of these steps in certain cases), while other information and steps may be automatically captured or provided for given data.

[0044] In one embodiment, lost data and any tokens attached to a state of maximum integrity may be targeted. Any tokens generated by the user may have a dynamic or static expiration date based on context, field, selection, amount, or other relevant supporting values. (Tokens have an expiration date). Tokens that have not expired may persist and be stored on the local device as short-term cookies to facilitate further future communications.

[0045] In step 350, for all tokens that have not yet reached expiration, the tokens persist (until expiration). In one embodiment, various tools may be used for this, such as Bluetooth, Wi-Fi, RFID, NFC, or even nearby devices within a local network or social local network. In one embodiment, as shown in 355, an adjacent device may also receive the tokens to allow them to persist. In one embodiment, steps 350 / 355 may be further enhanced by storing the tokens in a local opt-in device as short-term local cookies to facilitate further communication.

[0046] Lost data and / or tokens attached to the state of maximum integrity may be targeted. User-generated tokens may have dynamic or static expiration dates based on context, fields, selections, amounts, or other relevant supporting values. If not expiring, tokens persist and may be stored on the local opt-in device as short-term local cookies to facilitate further communication.

[0047] At any future time when a future conversation surrounding a token occurs, any household appliance that has received a temp token may present it for easy consumption or use to re-engage in the final stage or tracking.

[0048] Thus, once a session (due to communication interruption) and / or ends for any reason, a new session can be restarted on any device as in stage 360, resuming the session at the time of the interruption or termination of the old one. Consequently, if a future conversation surrounding the token occurs at a future time, any household appliance that has received the temp token may present it for easy consumption or use to re-engage in the final stage or tracking. Consequently, if a future conversation surrounding the token occurs, any household appliance that has received the temp token may present it for easy consumption or use to re-engage in the final stage or tracking. This is shown in more detail in stages 370-390.

[0049] In stages 370 / 375, the local token is obtained either directly or from memory, and one of the initiating devices either reactivates the token (cookie) in stage 380 or passes it to the communication server. In stage 390, the server will start or reconnect to a chat instance with the previous context in order to maintain the space.

[0050] In alternative embodiments, systems and modules may be used to enhance the user experience. For example, in one scenario, a user purchases or acquires a new device and brings it online. For ease of understanding, in this example, the device is a new virtual reality (VR) headset device. The user then attempts to engage with a primary service provider that provides support for the new device in relation to older customer experiences on a previous platform or other self-owned device. This would enable the new VR headset to experience data from the previous platform in a new and novel way. In any case, the usefulness of customer data and customer privacy would be maintained throughout the entire customer support experience, regardless of the amount of device switching involved.

[0051] While the descriptions of various embodiments of the present invention have been presented for illustrative purposes only, they are not intended to be exhaustive or limiting to the disclosed embodiments. Many modifications and variations will become apparent to those skilled in the art without departing from the scope of the described embodiments. The terminology used herein has been selected to best describe the principles, practical applications, or technological improvements over commercially available technologies of the embodiments, or to enable other those skilled in the art to understand the embodiments disclosed herein.

Claims

1. The stage in which a user obtains the communication interface and network information necessary for communication between their user device and another device; A step of capturing user communication of the current session between the user device and the other device; The step of determining the context of the captured communication of the current session and associating a token with the captured user communication; A step of storing the current session and related context, as well as the information related to the token; A step in which stored information is used to re-establish a new session if the current session is terminated or interrupted before completion or resolution, wherein the new session uses the stored information to re-establish communication at the exact process stage of the terminated or interrupted current session. A method for recovering an interrupted communication session, comprising the following:

2. The method according to claim 1, wherein a history of previous user interactions is recorded between the user and the other device.

3. The method according to claim 2, wherein the acquired history record is between the user and the second device, and the second device is different from the other device.

4. The method according to claim 2, wherein the token is a token that does not depend on a third party.

5. The method according to claim 4, wherein the third party is a vendor and the third party is associated with the second device.

6. The method according to claim 2, further comprising the steps of: generating an aggregate history record of customer service experiences based on received customer service data associated with information acquired for the user and user device; and storing the generated aggregate history record.

7. The method according to claim 2, wherein the user device is associated with a customer service application configured to provide customer service to the user using the other device.

8. The method according to claim 7, wherein multiple user devices are provided, and each of the multiple user devices is associated with multiple customer service applications.

9. The method according to claim 7, further comprising the step of obtaining customer service data from a history record application, wherein the history record application is configured to receive a plurality of customer service applications.

10. The method according to claim 1, wherein the token includes audio-to-text information, shared or uploaded images, and state-specific tokens representing status progress.

11. The method according to claim 1, wherein the token has a dynamic or static expiration date based on any of the context, field, amount, or other relevant user selection.

12. The method according to claim 11, wherein the tokens have an expiration date; any tokens that have not expired are stored on the local device as short-term cookies to persist and facilitate further future communications.

13. One or more processors, one or more computer-readable memories, and one or more computer-readable storage media; Program instructions for obtaining user communication interface and network information necessary for the user to communicate from a user device to another device, stored in at least one of the one or more storage media to be executed by at least one of the one or more processors via at least one of the one or more memories; Program instructions for capturing user communications of the current session between the user device and the other device, stored in at least one of the one or more storage media to be executed by at least one of the one or more processors via at least one of the one or more memories; Program instructions for determining the captured communications of the current session and associating tokens with the captured user communications, stored in at least one of the one or more storage media to be executed by at least one of the one or more processors via at least one of the one or more memories; and A program instruction stored in at least one of the one or more storage media to be executed by at least one of the one or more processors via at least one of the one or more memories for storing information to re-establish a new session if the current session is terminated or interrupted before resolution, wherein the new session uses the stored information to re-establish communication at the exact process stage of the interrupted or terminated current session. A computer system for recovering interrupted communication sessions, equipped with the following features.

14. The computer system according to claim 13, wherein a history of previous user interactions is recorded between the user device and the other device.

15. The acquired history record is between the user and the second device, and the second device is different from the other device, the computer system according to claim 14.

16. The computer system according to claim 14, wherein the token is a token that does not depend on a third party.

17. The computer system according to claim 13, wherein the tokens include audio to text information, shared or uploaded images, and state-specific tokens representing status progress.

18. The computer system according to claim 13, wherein the token has a dynamic or static expiration date based on any of the context, field, amount, or other relevant user selection.

19. The computer system according to claim 18, wherein any non-expired tokens are stored on the local device as short-term cookies to persist and facilitate further future communications.

20. A computer program product for recovering an interrupted communication session, wherein the computer program product is: One or more computer-readable storage media; Program instructions for obtaining the user's communication interface and network information necessary for the user to communicate with another device, stored in at least one of the one or more storage media to be executed by at least one of the one or more processors via at least one of the one or more memories; Program instructions for capturing user communications of the current session between the user device and the other device, stored in at least one of the one or more storage media to be executed by at least one of the one or more processors via at least one of the one or more memories; Program instructions for determining the captured communications of the current session and associating tokens with the captured user communications, stored in at least one of the one or more storage media to be executed by at least one of the one or more processors via at least one of the one or more memories; and A program instruction stored in at least one of the one or more storage media to be executed by at least one of the one or more processors via at least one of the one or more memories, thereby storing information for re-establishing a new session if the current session is terminated or interrupted before resolution, wherein the new session uses the stored information to re-establish communication at the exact process stage of the interrupted current session. A computer program product that includes the following features.

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