Followup of customer service agents
AssigneeAmazon Technologies, Inc.
InventorDonald L. Kaufman
Life of this patent
Estimating the term…
Abstract
A user of a personal computing device may identify an item of interest displayed in a user interface provided by a network-based service and would like to obtain more information. The user may submit an electronic contact requests to an agent continuity service in communication with one or more service agents in order to obtain more information. The agent continuity service may determine whether the user has communicated with an agent previously and, if so, provide the user with the option to communicate with the agent again, should the user desire.
Claims20
A non-transitory computer-readable storage medium having computer-executable components, the computer-executable components comprising:
- an agent identification component, the agent identification component operative to:
- receive a request for contact with an agent from a customer;
- determine an identity of the customer;
- and
- identify at least one agent that has previously participated in a prior contact with the customer;
- an agent availability component, the agent availability component operative to:
- determine an availability of the at least one identified agent to contact the customer;
- identify an available agent that is available to contact the customer;
- and
- transmit a user interface including the at least one identified agent, the available agent, and the agents' respective availabilities to the customer, wherein the user interface is configured to enable the customer to select one of the at least one identified agent or the available agent for contact;
- and
- a contact distribution system, the contact distribution system configured to:
- receive an agent selection identifying a selected agent after the agent availability component transmits the transmitted user interface;
- and
- route the contact between the customer and the selected agent.
A system comprising:
- a data store operative to store a record of contacts between a first person and one or more second persons;
- and
- a computing device in communication with the data store, wherein the computing device is operative to:
- obtain a record of contacts associated with the first person, wherein the record of contacts identifies one or more second persons with whom the first person has previously had contact;
- identify, from the one or more second persons, a second person;
- determine an availability of the second person for contact with the first person;
- identify an available person that is available to contact the first person;
- transmit the availability of the second person and the availability of the available person to the first person;
- receive a selection identifying one of the second person or the available person to participate in a contact with the first person;
- and
- route the contact between the first person and either the second person or the available person in response to the selection.
A computer-implemented method of routing a contact between a first person and a second person, the method comprising:
- under control of one or more configured computer systems:
- identifying a second person that has previously participated in a prior contact with a first person;
- determining an availability of the second person to contact the first person;
- identifying an available person that is available to contact the first person;
- generating a user interface including the availability of the second person and the availability of the available person;
- receiving a selection indicating whether the first person has an interest to contact the second person or the available person;
- and
- placing the first person into contact with either the second person or the available person based upon the selection.
A non-transitory computer-readable storage medium having computer-executable components, the computer-executable components configured to cause a hardware processor to:
- obtain a record of contacts associated with a first person, wherein the record of contacts identifies one or more second persons with whom the first person has previously had contact;
- identify, from the one or more second persons, a second person based on a prior contact with the first person;
- determine an availability of the second person for contact with the first person;
- identify an available person that is available to contact the first person;
- transmit the availability of the second person and the availability of the available person to the first person;
- receive a selection identifying one of the second person or the available person to participate in a contact with the first person;
- and
- route the contact between the first person and either the second person or the available person based upon the selection.
Dependencies are inferred from the claim text.