System and method for providing personalization badges for enhanced customer service experience
AssigneeAvaya Inc.
InventorsReinhard P. Klemm, Shmuel Shaffer
Life of this patent
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Abstract
A system for providing customized customer service interaction between a user and an enterprise is disclosed. The system includes a badge and a badge reader. The badge is installed at a user device, and the badge reader is installed at the enterprise. The badge is configured to generate an access key for a customer's social network account based on a customer's work request to the enterprise. The badge reader is configured to retrieve user data as permitted by the associated access key from the badge, and route a work request of the user to a suitable agent of the enterprise based on the user data.
Claims24
A system for providing customized customer service interaction between users and enterprise, comprising:
- a badge module, installed at a customer device, the badge module configured to perform the steps of:
- generating an access key for a customer's social network account based on a customer's work request to an enterprise;
- retrieving customer data from the social network account based on the access key;
- and
- storing the customer data in the customer device;
- and
- a badge reader, installed at the enterprise, configured to retrieve the customer data from the badge, and route a work request of the customer to an agent based on the customer data.
A computer-implemented method for providing customized customer service interaction between users and enterprise, the method comprising:
- receiving a work request from a customer;
- generating, by use of a computer, an access key for at least one social network account of the customer;
- retrieving customer data available from the at least one social network based on the access key;
- selecting an agent based on the customer data;
- and
- providing personalized service to the customer based on the customer data.
A computer readable medium storing computer readable instructions when executed by a processor perform a method comprising:
- receiving a work request from a customer;
- generating, by use of a computer, an access key for at least one social network account of the customer;
- retrieving customer data available from the at least one social network based on the access key;
- selecting an agent based on the customer data;
- and
- providing personalized service to the customer based on the customer data.
Dependencies are inferred from the claim text.