Routing contact center interactions
US8761377B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Feb 1, 2011 |
| Grant date | Jun 24, 2014 |
| Priority date | — |
| Expiry date | Aug 12, 2031 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5232
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
In one implementation, customer service is managed by a contact center. The contact center includes a contact center server and an agent device. The contact center receives a customer service interaction, which may be a phone call, a text, an email, a chat, or a website communication. The contact center server accesses external social media to identify a social media post by a customer. The social media posts contain clues as to the subject matter of the customer service interaction. The social media post may be filtered by the customer names, product identities, and/or the nature of the post. In this way, information derived from the social media post is used to select an appropriate customer service agent to handle the customer interaction.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.