Expert based customer service
US9654640B1 · kind B1 · utility
16Cited by
3References
28Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Apr 25, 2016 |
| Grant date | May 16, 2017 |
| Priority date | — |
| Expiry date | Apr 25, 2036 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5191
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
In a crowd sourcing approach, responses to customer service inquiries are provided by providing the inquiries to an independent group of experts. These experts are typically able to resolve the inquiry before the inquiries are routed to a traditional contact center. The customer service inquiries are routed to specific experts based on matches between identified subject matter of the inquiries and expertise of the experts. In some embodiments, more than one expert can contribute to the resolution of an inquiry.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.