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US 11,700,331 B2Granted
System and method for multi-mode customer service interaction
AssigneeVerint Americas Inc.
InventorGraeme Robert West
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AssigneeVerint Americas Inc.
InventorGraeme Robert West
Estimating the term…
The present application includes a method and system for multi-channel interaction. A communication session is initiated between a customer service representative (CSR) and an end user. Multi-channel communication is used between the end user and the CSR. The multi-channel communication includes at least voice and data. Information is presented to the end user via a user interface, and the user can confirm the accuracy of the information using the user interface.
A method for real-time multi-channel interaction, comprising:
A system for real-time multi-channel interaction, comprising:
A non-transitory computer readable medium programmed with computer readable code that upon execution by a processor causes the processor to:
Dependencies are inferred from the claim text.
From the US filing history. Foreign family members aren’t listed.
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Call or contact centers with computer-telephony arrangements: interacting with the Internet
Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk: after-sales
Interface circuits for subscriber lines: access interface units for simultaneous transmission of speech and data, e.g. digital subscriber line…
Services and arrangements where telephone services are combined with data services: collaboration services where a computer is used for data…
About 12 years 8 months of term left · ends 21 Jun 2039 (estimated)
The present disclosure is directed to a system and method for computer analysis, specifically a system and method for multi-mode customer service interaction.
In a modern high-volume customer engagement center (CEC), customer service representatives (CSRs) typically interact with a high volume of customers via telephone. In such interactions, the CSRs typically receive information orally from the customer and then input this oral information into a computer system such a customer resource management (CRM) system, order entry system, or other similar system. This manual entry of customer information by the CSR can be time-consuming and result in errors.
In situations where financial information such as credit card information may be exchanged, added security measures are preferable and at times required by applicable laws or regulations. For example, when credit card information is involved, the entity obtaining this information must typically comply with payment card industry (PCI) data security standards (DCCs). One aspect of compliance with PCI DCCs involves situations where a customer's credit card number is captured during the audio recording of a call between a CSR and end user such as a customer. In these situations, it is desirable to omit the credit card numbers and other sensitive authentication information (SAD) from being recorded. Additionally, it is desirable to avoid having the CSR obtain or interact with any SAD at all.
FIG. 1 depicts an exemplary embodiment of a block diagram for the components of the present disclosure.
FIG. 2a depicts an exemplary user interface in a data entry mode according to an aspect of the present disclosure;
FIG. 2b depicts a flowchart of an exemplary embodiment of method for information entry in data entry mode according to an aspect of the present invention.
In the present description, certain terms have been used for brevity, clearness and understanding. No unnecessary limitations are to be applied therefrom beyond the requirement of the prior art because such terms are used for descriptive purposes only and are intended to be broadly construed. The different systems and methods described herein may be used alone or in combination with other systems and methods. Various equivalents, alternatives and modifications are possible within the scope of the appended claims. Each limitation in the appended claims is intended to invoke interpretation under 35 U.S.C. § 112, sixth paragraph, only if the terms “means for” or “step for” are explicitly recited in the respective limitation.
A multi-channel interaction (MCI) system overcomes the drawbacks of a traditional voice channel system by providing a blended mode of customer interaction with an agent, such as a CSR, and a dynamic user interface for inputting secure data. This MCI system typically enables, among other things, high transaction security, low average handling times, and the flexibility of a human operator. Such benefits are not typically available from conventional telephony, web, or mobile interaction modes alone.
FIG. 1 depicts an exemplary embodiment of an MCI system 10 for multi-channel interaction. The MCI system 10 includes an interaction engine 1000 that is in selective communication with a user interface 2000. One or more of communication inputs 210 and 220 and one or more of engine outputs 110, 120, 130 are selectively transmitted between engine 1000 and user interface 2000. Additional communication inputs and engine outputs may be added as desired.