Presenting multiple customer contact channels in a browseable interface
US11418647B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Oct 16, 2020 |
| Grant date | Aug 16, 2022 |
| Priority date | — |
| Expiry date | Oct 16, 2040 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2242/04
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
To enable analysis of the performance of a customer contact center handling interactions across multiple types of communication channels, a system is provided that collects and analyzes data across the multiple channels and allows a user, such as an analyst, to analyze customer journeys that comprise multiple interactions, or contacts, across multiple communication channel types. That analysis can be used to identify journeys with similar, perhaps problematic, characteristics and provide the analyst user with the ability to examine the collected data for each identified journey individually. Once a journey is selected, the system displays the collected data in a coordinated display of journey timeline, text history, and sequence of automatically detected significant events. This single-journey display, applied to multiple journeys in succession, allows the analyst to explicitly annotate problems or formulate hypotheses about problems that can then be quantified for impact by refining the initial multi-journey analysis.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.