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US 12,608,714 B2Granted
Data model for omnichannel customer interactions
AssigneeTwilio Inc.
InventorsRyan Kennedy, Charlie Helin, Dipesh Chauhan, Ajey Shah, Aymen Naim
Life of this patent
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Abstract
Described herein is a cloud-based omnichannel customer interaction service, also referred to as a contact center service, that deploys an improved data model for capturing customer interaction data. From the data model, a database schema is instantiated to include a set of related database tables. The arrangement and relationship of the data and the database tables improves the functioning of the contact center service in a variety of ways, to include seamless concurrent communications between customer and agent across multiple channels, and seamless transitions between agents, who can be added to a customer interaction with relative ease.
Claims20
A system for facilitating omnichannel customer interaction transfers, the system comprising:
- a processor;
- a database comprising a plurality of related tables for storing data records relating to omnichannel customer interactions, the plurality of related tables including at least an interactions table, a channels table, an invitations table, a participants table, and a topics table;
- and
- a memory storage device storing instructions thereon, which, when executed by the processor, cause the system to perform operations comprising:
- establishing a first customer interaction session by:
- receiving a first incoming connection request from a customer device via a messaging communication channel, the request including a customer identifier and a topic identifier;
- generating a first interaction data record in the interactions table with an interaction identifier linked to the customer identifier and topic identifier;
- generating a first channel data record in the channels table linked to the interaction identifier and identifying the messaging communication channel;
- and
- connecting the customer with a first agent via the messaging communication channel;
- and
- facilitating a transfer to a voice communication channel with a new agent by:
- receiving a request to transfer the customer interaction to a voice communication channel with a second agent;
- querying the interactions table using the customer identifier and topic identifier to identify the active interaction data record;
- generating a second channel data record in the channels table linked to the same interaction identifier and identifying the voice communication channel;
- generating an invitation data record in the invitations table linked to the interaction identifier for the second agent;
- generating a participant data record in the participants table linking the second agent to the interaction identifier and voice channel;
- providing the second agent with interaction context data retrieved from the linked data records in the interactions, channels, and participants tables associated with the interaction identifier;
- and
- establishing the voice communication session between the customer and the second agent while maintaining continuity of the customer interaction through the shared interaction identifier across both communication channels.
17 more elements
A computer-implemented method for facilitating omnichannel customer interaction transfers using a database comprising a plurality of related tables for storing data records relating to omnichannel customer interactions, the plurality of related tables including at least an interactions table, a channels table, an invitations table, a participants table, and a topics table, the method comprising:
- establishing a first customer interaction session by:
- receiving a first incoming connection request from a customer device via a messaging communication channel, the request including a customer identifier and a topic identifier;
- generating a first interaction data record in the interactions table with an interaction identifier linked to the customer identifier and topic identifier;
- generating a first channel data record in the channels table linked to the interaction identifier and identifying the messaging communication channel;
- and
- connecting the customer with a first agent via the messaging communication channel;
- facilitating a transfer to a voice communication channel with a new agent by:
- receiving a request to transfer the customer interaction to a voice communication channel with a second agent;
- querying the interactions table using the customer identifier and topic identifier to identify the active interaction data record;
- generating a second channel data record in the channels table linked to the same interaction identifier and identifying the voice communication channel;
- generating an invitation data record in the invitations table linked to the interaction identifier for the second agent;
- generating a participant data record in the participants table linking the second agent to the interaction identifier and voice channel;
- providing the second agent with interaction context data retrieved from the linked data records in the interactions, channels, and participants tables associated with the interaction identifier;
- and
- establishing the voice communication session between the customer and the second agent while maintaining continuity of the customer interaction through the shared interaction identifier across both communication channels.
12 more elements
A system for facilitating omnichannel customer interaction transfers, the system comprising:
- a database comprising a plurality of related tables for storing data records relating to omnichannel customer interactions, the plurality of related tables including at least an interactions table, a channels table, an invitations table, a participants table, and a topics table;
- and
- a memory storage device storing instructions thereon, which, when executed by the processor, cause the system to perform operations comprising:
- means for establishing a first customer interaction session by:
- receiving a first incoming connection request from a customer device via a messaging communication channel, the request including a customer identifier and a topic identifier;
- generating a first interaction data record in the interactions table with an interaction identifier linked to the customer identifier and topic identifier;
- generating a first channel data record in the channels table linked to the interaction identifier and identifying the messaging communication channel;
- and
- connecting the customer with a first agent via the messaging communication channel;
- means for facilitating a transfer to a voice communication channel with a new agent by:
- receiving a request to transfer the customer interaction to a voice communication channel with a second agent;
- querying the interactions table using the customer identifier and topic identifier to identify the active interaction data record;
- generating a second channel data record in the channels table linked to the same interaction identifier and identifying the voice communication channel;
- generating an invitation data record in the invitations table linked to the interaction identifier for the second agent;
- generating a participant data record in the participants table linking the second agent to the interaction identifier and voice channel;
- providing the second agent with interaction context data retrieved from the linked data records in the interactions, channels, and participants tables associated with the interaction identifier;
- and
- establishing the voice communication session between the customer and the second agent while maintaining continuity of the customer interaction through the shared interaction identifier across both communication channels.
15 more elements
Dependencies are inferred from the claim text.