Online monitoring for customer service
US8832210B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 30, 2011 |
| Grant date | Sep 9, 2014 |
| Priority date | — |
| Expiry date | Dec 7, 2031 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q30/015
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
A system can monitor online services based on conditions that can be selected by an administrator. The system can identify and select messages from within the online services. The system can then transform the selected messages into a specific format and forward the transformed messages to an agent console application. The agent console application can be located, for example, at a call center. Within the agent console application, an agent can respond to the forwarded messages using a single unified interface that an agent uses to respond to a chat session request, or telephone call, for customer service. Thus, the specific communication details of the online services can be abstracted by the system, so that the agent can respond to the forwarded messages of different online services using the single unified interface.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.