CRM including multi-thread messaging
AssigneeDirectly Software, Inc.
InventorsRuben Kislaki, Vlad Georgescu, Jeff Patterson, Stephen Hsu, Tanausu Cerdeña
Life of this patent
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Abstract
In a crowd sourcing approach, responses to customer service inquiries are provided by routing a subset of the inquiries to an independent group of experts. The customer service inquiries are optionally routed to specific experts based on matches between identified subject matter of the inquiries and expertise of the experts. Embodiments include methods of classifying customer service inquiries, training a machine learning system, and/or processing customer service inquiries. Multiple experts may provide responses to a particular customer service inquiry, optionally within a single chat window.
Claims25
An expert management system configured to manage customer service inquiries, the system comprising:
- a request I/O configured to receive a customer service inquiry from a customer;
- an inquiry parser configured to determine one or more topic characteristics of the inquiry;
- status logic configured to monitor statuses of a plurality of experts;
- expert data storage configured to store data characterizing one or more specialty characteristics of each of the plurality of experts;
- matching logic configured to match the inquiry to a first human expert and a second human expert of the plurality of human experts, the matching being based on a correlation between the topic characteristics of the inquiry and the specialty characteristics of the first and second human experts;
- communication logic configured to manage communication between the customer and both the first and second human experts;
- and
- routing logic configured to route the inquiry to the first human expert.
A method of managing communication between a customer and more than one response source, the method comprising:
- receiving, using a request I/O, a customer service inquiry from the customer;
- parsing, using an inquiry parser, the customer service inquiry to determine a subject matter of the customer service inquiry;
- retrieving characteristics of at least one human expert from an expert data storage;
- routing, using routing logic, the customer service inquiry to a first response source;
- receiving a first response from the first response source;
- routing, using the routing logic, the customer service inquiry to a second response source;
- receiving a second response from the second response source;
- and
- providing the customer service inquiry, the first response and the second response to a same chat window, the chat window being visible to the customer.
Dependencies are inferred from the claim text.