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US 9,319,527 B2Granted
System and method for providing improved wait time estimates
AssigneeAvaya Inc.
InventorReinhard Klemm
Life of this patent
Estimating the term…
Abstract
Disclosed herein are systems, methods, and non-transitory computer-readable storage media for providing estimated wait times to consumers waiting to communicate with a customer service representative. The system accesses information about the consumer, analyzes that information, and based on that analysis places the consumer into a segment. The system then provides to the consumer an estimated wait time to communicate with a customer service representative based on the segment assigned to the consumer. Access to information about the consumer can be actively granted by the consumer, or passively acquired by a system configured to utilize publically available information.
Claims21
A method comprising:
- receiving, at a service center, an incoming communication from a device, the incoming communication regarding a product;
- transmitting, to the device, a request for a permission to access information from a social network about a user associated with the device, to yield a permission determination;
- when the permission determination indicates an approval:
- retrieving, from the social network, the information about the user;
- analyzing the information to determine whether the user has a negative attitude towards the product and frequently complains about the product on the social network, to yield an analysis;
- when the analysis indicates that the user has the negative attitude towards the product, placing future communications with the device in a specialized communications queue selected among a plurality of specialized communications queues, the specialized queue corresponding to a segment of estimated communication durations;
- and
- providing to the device a first estimated wait time for the specialized communications queue based on the segment;
- and
- when the permission determination indicates a disapproval:
- placing the future communications with the device in a queue separate from the plurality of specialized communication queues;
- and
- providing to the device a second estimated wait time for the queue, the second estimated wait time being less accurate than the first estimated wait time.
10 more elements
A system comprising:
- a processor;
- and
- a computer-readable storage device storing instructions which, when executed by the processor, cause the processor to perform operations comprising:
- receiving, at a service center, an incoming communication from a device, the incoming communication regarding a product;
- transmitting, to the device, a request for a permission to access information from a social network about a user associated with the device, to yield a permission determination;
- when the permission determination indicates an approval:
- retrieving, from the social network, the information about the user;
- analyzing the information to determine whether the user has a negative attitude towards the product and frequently complains about the product on the social network, to yield an analysis;
- when the analysis indicates that the user has the negative attitude towards the product, placing future communications with the device in a specialized communications queue selected among a plurality of specialized communications queue, the specialized queue corresponding to a segment of estimated communication durations;
- and
- providing to the device a first estimated wait time for the specialized communications queue based on the segment;
- and
- when the permission determination indicates a disapproval:
- placing the future communications with the device in a queue separate from the plurality of specialized communication queues;
- and
- providing to the device a second estimated wait time for the queue, the second estimated wait time being less accurate than the first estimated wait time.
13 more elements
A computer-readable storage device storing instructions which, when executed by a processor, cause the processor to perform operations comprising:
- receiving, at a service center, an incoming communication from a device, the incoming communication regarding a product;
- transmitting, to the device, a request for a permission to access information from a social network about a user associated with the device, to yield a permission determination;
- when the permission determination indicates an approval:
- retrieving, from the social network, the information about the user;
- analyzing the information to determine whether the user has a negative attitude towards the product and frequently complains about the product on the social network, to yield an analysis;
- when the analysis indicates that the user has the negative attitude towards the product, placing future communications with the device in a specialized communications queue selected among a plurality of specialized communications queues, the specialized queue corresponding to a segment of estimated communication durations;
- and
- providing to the device a first estimated wait time for the specialized communications queue based on the segment;
- and
- when the permission determination indicates a disapproval:
- placing the future communications with the device in a queue separate from the plurality of specialized communication queues;
- and
- providing to the device a second estimated wait time for the queue, the second estimated wait time being less accurate than the first estimated wait time.
10 more elements
Dependencies are inferred from the claim text.