System and method for automating and improving self service experience
AssigneeAvaya Inc.
InventorsPaul D'Arcy, Neil O'Connor, Tony McCormack
Life of this patent
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Abstract
A contact center includes a plurality of work item queues or repository of pending work and a plurality of agents servicing work items from the plurality of work item queues. The contact center further includes a self service system that is operable to harvest information related to customers from a context store, tailor a self service configuration for a customer based on the harvested information, and provide a self service interaction to the customer based on the tailored self service configuration.
Claims20
A self service system in a contact center, comprising:
- a harvest module configured to harvest information related to customers;
- a tailor module configured to automatically tailor a self service configuration for a customer, based on the harvested information;
- and
- a service module configured to provide a self service interaction to the customer, based on the tailored self service configuration.
A computer-implemented method for automating self service experience for a customer in a contact center, the method comprising:
- harvesting information related to customers;
- tailoring a self service configuration for a customer based on the harvested information;
- and
- providing a customized self service interaction to the customer with the contact center based on the tailored self service configuration.
A contact center, comprising:
- a plurality of work item queues or repository of pending work;
- a plurality of agents servicing work items from the plurality of work item queues or repository of pending work;
- and
- a self service system operable to:
- harvest information related to customers from a context store;
- tailor a self service configuration for a customer based on the harvested information;
- and
- provide a self service interaction to the customer based on the tailored self service configuration.
Dependencies are inferred from the claim text.