Method and apparatus for routing call agents to website customers based on customer activities
US7330873B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 23, 2002 |
| Grant date | Feb 12, 2008 |
| Priority date | — |
| Expiry date | Oct 3, 2024 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F16/954
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A system for allowing call center agents to initiate text chat, audio and/or video communication, as well as collaborative browsing with potential customers visiting web pages includes a customer monitoring applet that monitors the behavior of the customer via the web browser and sends information to a router process, the information including information identifying the customer, the web page location, status of a transaction, etc. The router process uses the information supplied to it from the customer monitoring applet, as well as information on one or more available agent processes to determine which call agent would be appropriate to initiate contact with the potential customer. The router process transmits the information identifying the customer to the selected agent process for presentation to the agent. The agent can monitor the status of the customer, as well as other customers, and send a request to initiate communication, if appropriate. The router process uses a customer status database and an agent status database to determine which agent is appropriate for a particular customer.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.