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US 2019/0199859 A1Published application
System and method for providing personalization badges for enhanced customer service experience
AssigneeServiceNow, Inc.
InventorsReinhard P. Klemm, Shmuel Shaffer
Life of this patent
Estimating the term…
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.
Claims21
1-24. (canceled)
A system, comprising:
- a memory;
- and
- a processor configured to execute instructions stored on the memory, wherein executing the instructions comprises:
- receiving a customer service request from a user terminal associated with a user;
- retrieving one or more user-defined permissions stored in a memory of the user terminal to determine that first user data is available from one or more social media sources;
- retrieving the first user data from the one or more social media sources;
- retrieving second user data stored in the memory of the user terminal, wherein the second user data comprises user preference data provided by the user defining one or more preferences of the user for customer service communication;
- selecting a first agent of a plurality of agents based on the first and second user data, the first agent having knowledge regarding one or more issues raised in the customer service request, the first agent having one or more previous interactions with the user, or a combination thereof;
- establishing a communication session between the user terminal and an agent terminal associated with the selected first agent;
- and
- providing first and second user data to the agent terminal for reference by the agent during the communication session.
8 more elements
A system, comprising:
- a telecommunications device configured to receive an incoming customer service request from a user terminal associated with a user;
- a storage medium configured to store a database comprising respective aggregated social media data for a plurality of users;
- and
- a server, comprising:
- a memory;
- and
- a processor configured to execute instructions stored on the memory, wherein executing the instructions comprises:
- processing a customer service request;
- retrieving one or more user-defined permissions stored in a memory of the user terminal to determine that first user data is available from one or more social media sources;
- retrieving the first user data from the one or more social media sources;
- retrieving second user data stored in the memory of the user terminal, wherein the second user data comprises user preference data provided by the user;
- selecting a first agent of a plurality of agents based on the first and second user data, the first agent having knowledge regarding one or more issues raised in the customer service request, the first agent having one or more previous interactions with the user, or a combination thereof;
- establishing a communication session between the user terminal and an agent terminal associated with the selected first agent;
- and
- providing first and second user data to the agent terminal for reference by the agent during the communication session.
12 more elements
A method, comprising:
- receiving a customer service request from a user terminal associated with a user;
- retrieving one or more user-defined permissions stored in a memory of the user terminal to determine that first user data is available from one or more social media sources;
- retrieving the first user data from the one or more social media sources;
- retrieving second user data stored in the memory of the user terminal, wherein the second user data comprises user preference data provided by the user;
- selecting a first agent of a plurality of agents based on the first and second user data, the first agent having knowledge regarding one or more issues raised in the customer service request, the first agent having one or more previous interactions with the user, or a combination thereof;
- establishing a communication session between the user terminal and an agent terminal associated with the selected first agent;
- and
- providing first and second user data to the agent terminal for reference by the agent during the communication session.
5 more elements
Dependencies are inferred from the claim text.