Operator network that routes customer care calls based on subscriber / device profile and csr skill set
AssigneeQUALCOMM Incorporated
InventorsJeffrey Brunet, Ian Collins, Yousuf Chowdhary, Bindu Rama Rao
Life of this patent
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Abstract
An operator network is capable of routing incoming customer care calls to specific customer care representatives based on a subscriber profile and customer service representative (CSR) skill set. The device profile is retrieved from the mobile handset while the incoming customer care call is in a queue waiting to be connected to a CSR. The retrieved device profile is also used to determine an appropriate CSR to handle an incoming customer care call.
Claims21
1-23. (canceled)
A system for handling user support calls, comprising:
- one or more processors communicatively coupled to a plurality of communication terminal devices each used by a corresponding live attendant;
- program instructions stored in memory and executable by the one or more processors to cause routing of a call from a remote communication device of a user to the communication terminal of one of the live attendants, based upon information retrieved from the communication device during the call and expertise information for the plurality of live attendants;
- and
- wherein the program instructions are executable by the one or more processors to cause diagnosis of the communication device and modification of one or both of executable code and parameters in the communication device.
A method of handling user support calls, comprising:
- receiving an incoming call from a communication device of a user;
- after receiving the call, retrieving information from the communication device, during the call;
- selecting one of a plurality of live attendants based upon the retrieved information and expertise information for the plurality of live attendants;
- and
- routing the call to a communication terminal used by the selected live attendant.
A system for handling user support calls, comprising:
- one or more processors communicatively coupled to a plurality of communication terminal devices each used by a corresponding live attendant;
- program instructions stored in memory and executable by the one or more processors to cause routing of a call from a remote communication device of a user to the communication terminal of one of the live attendants, based upon information retrieved from the communication device during the call and expertise information for the plurality of live attendants;
- and
- wherein the program instructions are executable by the one or more processors to cause collection and/or updating of the expertise information for the one of the live attendants, based upon the information retrieved from the communication device.
Dependencies are inferred from the claim text.