Customer shared control in customer service scenarios
AssigneeAvaya Inc.
InventorsAlberto Pasi, Mark Schmidt, Andrew D. Flockhart
Life of this patent
Estimating the term…
Abstract
Provided herein is a system and method for sharing control of a customer service provided by a contact center. The method may include: receiving, from a customer, a customer contact to request the customer service; communicating by use of a communication channel between the customer and the contact center in order to provide the customer service; receiving a join request, from the customer, to join an outside party to the customer service; and joining the outside party to the customer service.
Claims26
A method to share control of a customer service provided by a contact center, comprising:
- receiving, from a customer, a customer contact to request the customer service;
- communicating by use of a communication channel between the customer and the contact center in order to establish the customer service;
- conducting, by control of an agent of the contact center, the established customer service in an ongoing manner;
- receiving a join request, from the customer, to join an outside party to the customer service, wherein the outside party is selected by the customer;
- joining the outside party to the established and ongoing customer service, by customer control of the contact center;
- receiving, from the customer, a command to temporarily exclude the agent of the contact center from access to the established and ongoing customer service;
- and
- after the agent of the contact center has been excluded, receiving from the customer a command to add the agent of the contact center to the established and ongoing customer service.
A system to share control of a customer service, comprising:
- a communication channel receiver configured to receive a customer contact to request service;
- a communication channel transmitter configured to establish the customer service over a communication channel;
- a processor configured to conduct, by control of an agent of the contact center, the established customer service in an ongoing manner;
- a communication module configured to receive a join request, from the customer, to join an outside party to the established and ongoing customer service, wherein the outside party is selected by the customer;
- a joining module configured to join the outside party to the customer service, wherein the joining module is controlled by the customer
- a receiver configured to receive, from the customer:
- a command to temporarily exclude the agent of the contact center from access to the established and ongoing customer service;
- and
- after the agent of the contact center has been excluded, a command to add the agent of the contact center to the established and ongoing customer service.
A system, comprising a computer server, the computer server comprising a tangible computer readable medium comprising program instructions, wherein the program instructions are computer-executable to implement:
- receiving, from a customer, a customer contact to request the customer service;
- communicating by use of a communication channel between the customer and the contact center in order to establish the customer service;
- conducting, by control of an agent of the contact center, the established customer service in an ongoing manner;
- receiving a join request, from the customer, to join an outside party to the customer service, wherein the outside party is selected by the customer;
- joining the outside party to the established and ongoing customer service, by customer control of the contact center;
- receiving, from the customer, a command to temporarily exclude the agent of the contact center from access to the established and ongoing customer service;
- and
- after the agent of the contact center has been excluded, receiving from the customer a command to add the agent of the contact center to the established and ongoing customer service.
Dependencies are inferred from the claim text.