Methods and apparatus to determine when to deflect callers to websites
AssigneeAT&T Intellectual Property I, L.P.
InventorsJeffrey Lewis Brandt, Angela Sandoval
Life of this patent
Estimating the term…
Abstract
Methods and apparatus to determine when to deflect callers to websites are disclosed. Example methods disclosed herein to deflect a caller to a webpage include receiving a call from the caller, determining a performance metric associated with processing the call, and determining whether to offer the caller an option to terminate the call and access the webpage based on the performance metric.
Claims18
A method to deflect a caller to a webpage, the method comprising:
- comparing, via a processor, a performance metric for a call center to a self-service automation target in response to receiving a call from the caller at the call center;
- determining, via the processor and based on the comparing of the performance metric to the self-service automation target, whether to make a first offer of a first incentive to terminate the call and access the webpage;
- and
- during the call and in response to determining that the call has not been terminated after making the first offer of the first incentive to the caller, further determining, via the processor and based on the comparing of the performance metric to the self-service automation target, whether to make a subsequent second offer of a second incentive to terminate the call and access the webpage to the caller, the second incentive being different from the first incentive.
A tangible machine readable storage device comprising machine readable instructions which, when executed, cause a machine to perform operations comprising:
- comparing a performance metric for a call center to a self-service automation target in response to receiving a call from a caller at the call center;
- determining, based on the comparing of the performance metric to the self-service automation target, whether to make a first offer of a first incentive to terminate the call and access a webpage;
- and
- during the call and in response to determining that the call has not been terminated after making the first offer of the first incentive to the caller, further determining, based on the comparing of the performance metric to the self-service automation target, whether to make a subsequent second offer of a second incentive to terminate the call and access the webpage to the caller, the second incentive being different from the first incentive.
A call deflector to deflect incoming calls to a webpage, the call deflector comprising:
- a memory having machine readable instructions stored thereon;
- and
- a processor to execute the instructions to perform operations comprising:
- comparing a performance metric for a call center to a self-service automation target in response to receiving a call from a caller at the call center;
- determining, based on the comparing of the performance metric to the self-service automation target, whether to make a first offer of a first incentive to terminate the call and access the webpage;
- and
- during the call and in response to determining that the call has not been terminated after making the first offer of the first incentive to the caller, further determining, based on the comparing of the performance metric to the self-service automation target, whether to make a subsequent second offer of a second incentive to terminate the call and access the webpage to the caller, the second incentive being different from the first incentive.
Dependencies are inferred from the claim text.