Contact center continuous avatar visual experience
AssigneeAvaya Management L.P.
InventorDavid Chavez
Life of this patent
Estimating the term…
Abstract
Customer interactions with a remote contact center can be disjointed and confusing, especially when a customer is transferred from agent to agent. By maintaining a persona of the agent first encountered by a customer while the interaction transitions to other agents (artificial and/or live), the customer interaction may progress more naturally and without the customer being distracted by the transfer to a new agent. By configuring artificial agents with the first persona or deploying a server to perform persona-alterations of a live agent, the customer may never be aware that they have been transferred away from the first agent they encounter and the customer interaction proceeds efficiently and effectively.
Claims20
A system for harmonizing a communication, comprising:
- a network interface to a network;
- a processor with instructions maintained in a non-transitory memory;
- and
- wherein the processor performs:
- generating, by a first artificial agent, a first communication content and transmitting the first communication content, via the network, as a first portion of an interaction with a customer device utilized by a customer and wherein the first communication content comprises substantive content and a first persona;
- during the interaction, determining that the first artificial agent is unable to successfully address a work item to be addressed during the interaction and, in response, transferring the interaction to a second agent;
- generating, by the second agent, a second communication content as a second portion of the interaction and wherein the second agent generates the second communication content comprising a second persona;
- and
- altering the second communication content to comprise the first persona and transmitting the second communication content, via the network, comprising the first persona to the customer device.
A method for harmonizing a communication, comprising:
- generating a first communication content and transmitting the first communication content, via a network, as a first portion of an interaction with a customer device utilized by a customer and wherein the first communication content comprises substantive content and a first persona;
- during the interaction, determining that a first artificial agent is unable to successfully address a work item to be addressed during the interaction and, in response, transferring the interaction to a second agent;
- generating, by the second agent, a second communication content as a second portion of the interaction and wherein the second agent generates the second communication content comprising a second persona;
- and
- altering the second communication content to comprise the first persona and transmitting the second communication content, via the network, comprising the first persona to the customer device.
A system, comprising:
- means to generate a first communication content and transmitting the first communication content, via a network, as a first portion of an interaction with a customer device utilized by a customer and wherein the first communication content comprises substantive content and a first persona;
- means to, during the interaction, determine that a first artificial agent is unable to successfully address a work item to be addressed during the interaction and, in response, transfer the interaction to a second agent;
- means to generate, by the second agent, a second communication content as a second portion of the interaction and wherein the second agent generates the second communication content comprising a second persona;
- and
- means to alter the second communication content to comprise the first persona and transmit the second communication content, via the network, comprising the first persona to the customer device.
Dependencies are inferred from the claim text.