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US 2020/0213446 A1Published application
System and method for computer-implemented automated assistance including interactive enclosure unlocking
AssigneeTeleperformance SE
InventorsLyle HARDY, Evan DAVIS
Life of this patent
Estimating the term…
Abstract
Embodiments of the present invention provide systems and methods for unlocking and locking enclosures or lockers of a customer service center, for example, responsive to a real-time customer-agent interaction. One disclosed method includes using a remote server to determine a solution to a user request, where the solution includes an identification of a selected locker of a plurality of lockers located at the customer service center, and using the remote server to communicate the selected locker identification and an unlock code to the user via the customer service session of the computer system, where the selected locker includes equipment for the user to satisfy the user request.
Claims29
A method of automatically responding to a user request, the method comprising:
- using a remote server to instantiate a customer service session with the user on a computer system located at a customer service center, wherein said customer service session is a software application performing the following:
- rendering a user interface on the computer system, said user interface comprising a real-time displayed image and an audio rendering of a customer assistant;
- responding to user input at said computer system, wherein said user input comprises an identification of said user, an identification of a user account associated with said user, and the user request;
- and
- communicating information regarding said user request to said remote server;
- responsive to said user request and information obtained from said user account, using said remote server to determine a solution to said user request, wherein said solution comprises an identification of a selected locker of a plurality of lockers located at said customer service center;
- and
- using said remote server to communicate said selected locker identification and an unlock code to said user via said customer service session of said computer system, wherein said selected locker comprises required equipment for said user to satisfy said user request.
5 more elements
A method of automatically servicing a customer request, the method comprising:
- using a remote server to initiate a customer service session with a customer on a computer system located at a customer service center, wherein said customer service session is a software application performing the following:
- rendering a user interface on the computer system, said user interface comprising a real-time displayed image and an audio rendering of a customer assistant;
- responding to user input at said computer system, wherein said user input comprises an identification of said customer, an identification of a customer account associated with said customer, and the customer request;
- and
- communicating information regarding said customer request to said remote server;
- responsive to said customer request and information gathered from said customer account, using said remote server to determine a solution to said customer request, wherein said solution comprises an identification of a selected locker of a plurality of lockers located at said customer service center;
- using said remote server to communicate said selected locker identification to said customer via said customer service session;
- and
- using said remote server to automatically unlock said selected locker of said plurality of lockers wherein said selected locker comprises required equipment for said customer to satisfy said customer request.
6 more elements
A system to facilitate automatically servicing a customer request, the system comprising:
- a remote server;
- a plurality of lockable lockers located within a customer service center, said plurality of lockable lockers being in communication with the remote server;
- a computer system in communication with the remote server and located at the customer service center, wherein the remote server is operable to initiate a customer service session with a customer on the computer system, wherein said customer service session is a software application performing the following:
- rendering a user interface on the computer system, said user interface comprising a real-time displayed image and an audio rendering of a customer assistant;
- responding to user input at said computer system, wherein said user input comprises an identification of said customer, an identification of a customer account associated with said customer, and the customer request;
- and
- communicating information regarding said customer request to said remote server;
- wherein, responsive to said customer request and information gathered from said customer account, said remote server operable to determine a solution to said customer request, wherein said solution comprises an identification of a selected locker of a plurality of lockers located at said customer service center;
- wherein said remote server is also operable to communicate said selected locker identification to said customer via said customer service session;
- and
- wherein further said remote server is operable to automatically unlock said selected locker of said plurality of lockers and wherein said selected locker comprises required equipment for said customer to satisfy said customer request.
8 more elements
A system to dispense and track devices, the system comprising:
- a remote server;
- a plurality of lockable lockers in communication with the remote server;
- and
- a computer system comprising an input device, wherein the computer system is in communication with the remote server, wherein the remote server is operable to validate user credentials and store a status of a plurality of devices stored in the plurality of lockable lockers, and wherein the computer system is operable to:
- receive user credentials from the input device;
- transmit the user credentials to the remote server for verification;
- automatically unlock a first locker of the plurality of lockable lockers responsive to the remote server successfully verifying the user credentials;
- transmit a first status of the device to the remote server, wherein the first status indicates that the device has been dispensed;
- automatically determine that the device has been returned;
- transmit a second status of the device to the remote server, wherein the second status indicates that the device has been returned;
- and
- automatically lock the first locker responsive to determining that the device has been returned.
9 more elements
A method of automatically tracking and dispensing a device, the method comprising:
- receiving user credentials from an input device;
- transmitting the user credentials to a remote server for verification;
- automatically unlocking a locker responsive to the remote server successfully verifying the user credentials;
- transmitting a first status of the device to the remote server, wherein the first status indicates that the device has been dispensed;
- automatically determining that the device has been returned;
- transmitting a second status of the device to the remote server, wherein the second status indicates that the device has been returned;
- and
- automatically locking the locker responsive to determining that the device has been returned.
5 more elements
Dependencies are inferred from the claim text.