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US 9,871,921 B2Granted
Method and apparatus for diverting callers to web sessions
Assignee24/7 Customer, Inc.
InventorsPatrick Nguyen, Matthew Oshry, Michael Bodell
Life of this patent
Estimating the term…
Abstract
A customer support system diverts a customer to an integrated support service to serve the customer better in situations where the use of a single mode of interaction is insufficient. Embodiments of the invention find use where an email or SMS is sent to a customer's smart devices with a link to visual content which helps customer better understand the information.
Claims20
A computer implemented method for synchronizing calls with Web sessions, comprising:
- a processor associated with a customer care support (CCS) facility receiving a query from a customer pursuant to an ongoing non-visual session;
- said processor associated with said CCS performing a process of:
- automatically detecting a connected device that a customer can access at the moment,
- if there are one or more devices that said customer can access at the moment, predicting a type of at least one of the connected devices to which synchronized calls with Web session can be delivered based on previous interaction that said customer had with said CCS;
- and
- said processor associated with said CCS delivering information visually to said customer via said connected device.
3 more elements
A computer implemented method for synchronizing calls with Web sessions, comprising:
- receiving information concerning a customer experiencing an issue or being alerted about an issue through a communication medium;
- in response to such situation, a customer care support (CCS) facility receiving a call from a customer to engage in voice interaction to resolve said alert;
- a processor associated with said CCS checking for available connected devices that a user can access at the moment;
- said processor associated with said CCS deciding whether supplementing said call with a Web session is necessary depending on the nature of content that said CCS has to use to support said customer;
- when said alert can be resolved via said call, then said processor associated with said CCS resolving said alert;
- when said customer can be better served using visual content, then said processor associated with said CCS confirming said customer's device and supplementing said call accordingly by automatically establishing the linked Web session that is synchronized with communication of the call;
- receiving from the customer a confirmation of resolution of said issue;
- and
- said processor associated with said CCS confirming said issue as resolved.
6 more elements
An apparatus for synchronizing calls to Web sessions, comprising:
- a processor associated with a customer care support (CCS) facility and configured for receiving a query from a customer pursuant to an ongoing non-visual session;
- said processor configured for performing a process of:
- automatically detecting a connected device that a customer can access at the moment,
- if there are one or more devices that said customer can access at the moment, predicting a type of at least one of the connected devices to which synchronized calls with Web session can be delivered based on previous interaction that said customer had with said CCS, and
- said processor configured delivering information visually to said customer via said connected device;
- and
- said processor configured for offering said customer an option of receiving service over a Web session, as well as a voice session, by sending an email link to said customer by which said customer can access additional content if said customer can access a connected device.
4 more elements
Dependencies are inferred from the claim text.