Interaction management
US8737599B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Sep 25, 2012 |
| Grant date | May 27, 2014 |
| Priority date | — |
| Expiry date | Sep 25, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/402
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A company/organization is enabled to optimize sessions from an agent's perspective across multiple channels. Actions may be performed, such as monitoring the journey of a user across a self service application, raising alerts to the agent based on the journey, selecting an appropriate agent to whom a session may be routed, raising alerts for a supervisor, enabling the supervisor to track sessions and intervene if required, enable the agent to run commands from an interaction window, push links to launch applications to supplement the primary interaction through appropriate mechanisms, show appropriate responses to the agent on analyzing the session, and providing shortcut keys for the agent to allow the agent to insert appropriate responses into a chat session. Analysis is provided for the sessions, data is extracted from the sessions, and appropriate forms are populated with the data from the session and with agent information.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.