Omni channel customer care system and method
US10200536B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jul 1, 2016 |
| Grant date | Feb 5, 2019 |
| Priority date | — |
| Expiry date | Aug 17, 2036 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04L51/214
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
Aspects of the subject disclosure may include, for example, determining a service request and facilitating a first service session whereby customer equipment accesses the first service session via a first contact mode. A first contact resource is associated with the first service session, participating in a communication exchange with the customer equipment via the first service session according to the first contact mode. A customer inquiry is determined via the first customer service session. The customer inquiry is analyzed and a second customer contact resource is associated with the first service session based on the analysis of the customer inquiry. The second contact resource participates in the communication exchange via the first service session and according to a second contact mode. Other embodiments are disclosed.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.