Managing instant messenger contacts at a contact center
US8918459B2 · kind B2 · utility
3Cited by
0References
27Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Sep 20, 2007 |
| Grant date | Dec 23, 2014 |
| Priority date | — |
| Expiry date | Nov 10, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/2011
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Instant messaging contacts received at a contact center are directed to a conference with other such contacts before being allocated to an agent. In this way, customers of the contact center are entertained while waiting and have the ability to resolve one another's problems, thereby reducing the load on the contact center's agents. In another aspect, automated instant messaging scripts interact with the customer to elucidate the nature of the customer contact before directing the contact to a human agent.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.