Just-in time data positioning for customer service interactions
US9942398B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Feb 3, 2015 |
| Grant date | Apr 10, 2018 |
| Priority date | — |
| Expiry date | Feb 3, 2035 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5166
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Methods, non-transitory computer readable media and devices are disclosed for caching data associated with a second state in a customer service interaction call flow when a first state in the customer service interaction call flow is reached. For example, a method includes a processor for initiating a customer service transaction associated with a customer service interaction flow in response to a communication from a user, determining that a first state in the customer service interaction flow is reached during the customer service transaction, calculating that a likelihood of needing data associated with a second state in the customer service interaction flow during the customer service transaction exceeds a threshold, retrieving, from a data store, data associated with the second state, and storing data associated with the second state in a cache.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.