Web response unit including computer network based communication

US6377944B1 · kind B1 · utility

Assignee

• Avaya Technology LLC · US

Inventors

• Andrew Thomas Busey · Austin, US
• Peter Novosel · Austin, US
• Govind Balakrishnan · Foster City, US
• Peter Bunyan · Austin, US
• Brett Morrison · Minnetrista, US
• Dwight M. Moore · Austin, US
• Kirschen A. Seah · Robins, US
• Rickey E. Chevrie · Dripping Springs, US
• George Currie · Austin, US
• Yuan Sylvia Tien · Austin, US

Key dates

• Filing date: Dec 11, 1998
• Grant date: Apr 23, 2002
• Expiry date: Dec 11, 2018

Classification

• Technology area (CPC Y): Emerging Cross-Sectional Technologies
• CPC primary: Y10S707/99945
• WIPO field: Digital communication
• WIPO sector: Electrical engineering

Abstract

A network-based customer interface allows a customer to receive automated information from a variety of data sources, or databases, including a knowledge base and frequently asked question database. The data sources are updated based on recording ongoing customer queries and transactions with the database. The updates can be reviewed before they are used to update the data sources. Customer authentication is performed so that the customer can be given an elevated level of service and so that any prior customer sessions can be used to help human agents know about the customer's situation.