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US 2013/0094647 A1Published application
Multi-modal mobile customer care system
AssigneeNuance Communications, Inc.
InventorsDavid Andrew Mauro, Vijay R. Raman
Life of this patent
Estimating the term…
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AssigneeNuance Communications, Inc.
InventorsDavid Andrew Mauro, Vijay R. Raman
Estimating the term…
Customer service and/or care providers generally have multiple communications channels (i.e., modes of communications, such as an Internet webpage, live agent telephones, Interactive Voice Response (IVR) system) of communication with which a customer may interact with the customer service provider. Currently, customers must select the communications channel by guessing which communications channel would best accommodate the customer's purpose/need for communicating with the customer service provider. In some scenarios, the customer may select the wrong communications channel because the selected channel is not able to service the customer's need. In another scenario, the customer may select a channel that is more cumbersome to service the customer's particular need than another channel of the customer service provider. Embodiments of the present invention provide an interface that integrates the multiple channels of the customer service provider and recommends a channel based on an identification of a customer service need of the customer.
A method for communicating with a customer care provider having multiple channels of communication, the method comprising:
A method for facilitating multiple modes of communications between a first party and a second party, the method comprising:
A system for communicating with a customer care provider having multiple channels of communication, the system comprising:
A system for facilitating multiple modes of communications between a first party and a second party, the system comprising:
A computer readable medium having computer readable program codes embodied therein for communicating with a customer care provider having multiple channels of communication, the computer readable program codes including instructions that, when executed by a processor, cause the processor to:
A computer readable medium having computer readable program codes embodied therein for facilitating multiple modes of communications between a first party and a second party, the computer readable program codes including instructions that, when executed by a processor, cause the processor to:
Dependencies are inferred from the claim text.