Adaptive response timer system and method
AssigneeQuiq, Inc.
InventorsMichael A. Myer, Andrew Jenkins
Life of this patent
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Abstract
Prioritizing a customer service agent's responses to customer messages. In one form, an expected response time target is determined based on a time interval between sending an agent response and receiving a customer response from a particular customer. In other forms, other objective factors, such as message intervals, customer properties, and message properties, are used to determine the expected response time target. In yet other forms, a customer conversation can be automatically closed if the customer does not respond within a predetermined maximum time interval.
Claims20
A computer-implemented method for prioritizing a customer service agent's responses to customer messages, said method comprising:
- receiving a customer message from a customer computing device, the customer message comprising a customer service conversation between a customer and an agent;
- in response to said receiving the customer message, sending an agent message to the customer computing device, the agent message further comprising the customer service conversation;
- receiving a subsequent customer message from the customer computing device, the subsequent customer message responding to the agent message, and the subsequent customer message further comprising the customer service conversation;
- in response to said receiving the subsequent customer message, determining an expected response time target for responding to the subsequent customer message;
- and
- indicating, on an agent computing device, the expected response time target to the agent for prioritizing preparing a subsequent agent message in response to said subsequent customer message based on the expected response time target.
A computer-implemented method for prioritizing a customer service agent's responses to customer messages, said method comprising:
- receiving a customer message from a customer computing device, the customer message comprising a customer service conversation between a customer and an agent;
- in response to said receiving the customer message, adding the customer service conversation to a schedule of one or more other customer service conversations for the agent, sending an agent message to the customer computing device and starting a timer, the agent message further comprising the customer service conversation;
- in response to the timer exceeding a predetermined maximum time interval without receiving a subsequent customer message of the customer service conversation, automatically removing the customer service conversation from the schedule;
- and
- removing, on an agent computing device, the customer service conversation from a prioritized list of the one or more other customer service conversations.
Dependencies are inferred from the claim text.