Method for integrating client WEB history and call center history into a single interaction history accessible in real time
US7827290B2 · kind B2 · utility
4Cited by
2References
14Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Dec 21, 2006 |
| Grant date | Nov 2, 2010 |
| Priority date | — |
| Expiry date | Jan 30, 2027 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F16/285
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A method is provided for creating a portable history data record for a customer by integrating Web cookie data and telephone history data. The method includes the acts (a) retrieving and interpreting the Web cookie data, (b) retrieving and interpreting the telephone history data, (c) combining the data sets into a single data record eliminating redundant data, (d) formatting the data record for human or for machine interpretation, and (e) presenting the formatted data record to a point of service during or just ahead of an associated interaction event.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.