Method and apparatus for diverting callers to web sessions
Assignee[24]7.ai, Inc.
InventorsPatrick Nguyen, Matthew Oshry, Michael Bodell
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Abstract
A customer support system diverts a customer to an integrated support service to serve the customer better in situations where the use of a single mode of interaction is insufficient. Embodiments of the invention find use where an email or SMS is sent to a customer's smart devices with a link to visual content which helps customer better understand the information.
Claims9
A computer implemented method for synchronizing calls with Web sessions, comprising:
- allocating a processor configured for intelligently supplementing a customer call with a linked Web session with a customer care support (CCS) facility, and
- providing synchronization between of visual information transmitted via the linked Web session and audio information transmitted via the customer call.
An apparatus for synchronizing calls with Web sessions, comprising:
- a processor configured for intelligently supplementing a customer call with a linked Web session with a customer care support (CCS) facility, and providing synchronization between visual information transmitted via the linked Web session and audio information transmitted via the customer call;
- said CCS comprising any of an interactive voice response (IVR) system, one or more voice agents, or any other automated or live system that relies primarily on non-visual communication;
- said connected device comprising any of a mobile phone, laptop, PDA, tablet, or any other suitable equipment that provides access to networked services;
- wherein said linked Web session is established between said CCS and said customer by any of:
- forwarding corresponding Web links or content to said customer via any of SMS and email;
- asking or instructing said customer to visit a personalized Web page;
- opening a preconfigured Web page whenever said customer calls a predefined number;
- initiating with a registered customer device a linked session in response to a CCS request;
- and
- in response to said customer initiating a session on said customer's device and linking to said session.
A computer implemented method for synchronizing Web sessions with telephone calls, comprising:
- establishing a Web session between a customer's device and a customer care support (CCS) facility;
- establishing a telephone call session between the customer and the CCS facility;
- receiving a call identification message via the Web session from the customer's device at the CCS facility, the call identification message identifying the telephone call session;
- and
- providing synchronization between the Web session and audio information transmitted via the telephone call session.
Dependencies are inferred from the claim text.