On-call sharing of social media context and content

• US 10,135,983 B2
• Filed: 11/24/2015
• Issued: 11/20/2018
• Est. Priority Date: 11/24/2015
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Klemm, Reinhard, Skiba, David
• Primary Examiner(s): Hong, Harry S
• Application Number:
  US14/951,030
• Publication Number:
  US 20170149971A1
• Time in Patent Office: 1,092 Days
• Field of Search: 37926501-26514
• CPC Class Codes: G06Q 50/01 Social networking
• CPC Class Codes: H04M 2203/655 Combination of telephone service and social networking
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 7/0027 Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication

Abstract

Associating customers of a contact center with their social media presence may provide mutual benefits to the customer and contact center. For example, a business operating a contact center can receive information about their current and potential customers and customers can receive additional information, incentives, or other perks by allowing access to their social media profile. When a customer initially calls a contact center, they are provided with a code and asked to post the code on a page or other aspect of the company'"'"'s social media presence. The social media identity of the customer can then be associated with the customer placing the call. The call center can then access additional information about the customer and respond accordingly.

Claims

1. A system, comprising:

a first communication interface to a first network; and

;

a processor communicatively attached to the first communication interface and the processor, upon accessing a communication from a customer via the first communication interface;

selects an indicia;

prompts the customer to provide the indicia on a second network comprising a social media website,

monitors the social media website for the indicia;

upon identification of the indicia posted by a poster on the social media website, accesses a social media element of the poster;

associates the poster with the customer;

analyzes the social media element;

determines an interaction with the customer in accordance with the social media element of the poster; and

provides the communication to the customer, via the first communication interface, wherein the communication is modified to comprise the interaction.

2. The system of claim 1, wherein:

the social media website comprises a plurality of social media websites and the processor monitors the plurality of social media websites for the indicia; and

the processor, upon identifying the indicia on one of the plurality of social media websites, determines the interaction with the customer in accordance with the social media element of the poster on the one of the plurality of social media websites.

3. The system of claim 1, wherein the processor, upon failing to identify the indicia on the social media website for a first previously determined period of time, repeats the prompt of the customer to provide indicia on the social media website.

4. The system of claim 3, wherein the processor, upon failing to identify the indicia on the social media website for a second previously determined period of time, omits the determining of the interaction with the customer in accordance with the social media element of the poster.

5. The system of claim 1, wherein the social media element comprises an indicator of a reason for the call.

6. The system of claim 5, wherein the processor determines the interaction in accordance with the reason.

7. The system of claim 1, wherein the processor determines that the customer has been previously associated with the poster, the processor omits the prompting of the customer and monitoring for the indicia.

8. The system of claim 1, wherein the processor determines the interaction to comprise a popup screen having thereon a cue selected in accordance with the social media element to be presented to a human agent while the human agent is engaged in the call with the customer.

9. The system of claim 1, wherein the processor generates the indicia.

10. The system of claim 9, wherein the processor generates the indicia to be unique during a previously determined period of time, determined, in part, by the likelihood of the customer being engaged in providing the indicia on the social media website.

11. The system of claim 1, wherein the customer determines the indicia.

12. A method, comprising:

accessing a communication from a customer via a first communication interface to a first network;

selecting an indicia;

prompting the customer to provide the indicia on a second network comprising a social media website;

monitoring the social media website for the indicia;

upon identifying the indicia posted by a poster on the social media web site, accessing a social media element of the poster;

associating the poster with the customer;

analyzing the social media element;

determining an interaction with the customer in accordance with the social media element of the poster; and

providing the communication to the customer, via the first communication interface, wherein the communication is modified to comprise the interaction.

13. The method of claim 12, further comprising:

determining the indicia has not been detected on the social media website for a first previously determined period of time; and

repeating the prompting step to prompt the customer to provide indicia on a social media website.

14. The method of claim 13, further comprising:

determining the indicia has not been detected on the social media website for a second previously determined period of time; and

omitting the determining of the interaction with the customer in accordance with the social media element of the poster.

15. The method of claim 12, wherein the social media element comprises an indicator of a reason for the call.

16. The method of claim 15, wherein the interaction is determined in accordance with the reason.

20. The system of claim 16, further comprising means to present an agent with a datum of the customer selected in accordance with the social media element.

17. A system, comprising:

means to access a communication from a customer via a network interface to a first network;

means to select an indicia;

means to prompt the customer to provide the indicia on a second network comprising a social media website;

means to monitor the social media website for the indicia;

upon identifying the indicia posted by a poster on the social media website, means for accessing a social media element of the poster;

means to associate the poster with the customer;

means to analyze the social media element;

means to determined an interaction with the customer in accordance with the social media element of the poster; and

means to provide the communication to the customer, via the network interface, wherein the communication is modified to comprise the interaction.

18. The system of claim 17, further comprising means to determine that the customer has been previously been associated with the poster and omitting the prompting of the customer and monitoring for the indicia.

19. The system of claim 17, wherein the means to select the indicia comprise means to generate the indicia.