Method and system for conveying context data in a multi-channel and omni-channel environment
First Claim
1. An automated computer implemented system for transmitting context data during an automated customer interaction in a multi-channel environment, the system comprising:
- a computer store containing customer data and account information, anda computer processor, coupled to the computer store and programmed to;
receive, via an electronic input, a contact from a customer via an electronic communication channel;
automatically capture current interaction data between the customer and an automated interactive entity;
receive an electronic request for a live agent from the customer;
retrieve, from the computer store, customer data and account information;
generate context description that comprises at least information from the current interaction data and customer specific information wherein the context description comprises real-time analytics that identify a marketing opportunity;
embed the context description into a signal as a header; and
transmit, using a computer processor, the signal with the context description, wherein the context description is extracted from the header and presented, via an interface, to the live agent; and
communicate, during a current interaction with the live agent, the marketing opportunity to the customer.
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Abstract
According to an embodiment of the present invention, a system and method for transmitting context data during an automated customer interaction comprises: a computer store containing data, for each customer, defining a customer'"'"'s historical interactions with an entity and account information, a computer processor, coupled to the computer store and programmed to: receive, via an electronic input, a contact from a customer via an electronic communication channel; automatically capture current interaction data between the customer and an automated interactive entity; receive an electronic request for a live agent from the customer; retrieve, from the computer store, historical interaction data from a prior customer contact and account information; generate context description that comprises information from the current interaction data, historical interaction data and account information; embed the context description into a signal as a header; and transmit the signal with the context description to the live agent.
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Citations
20 Claims
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1. An automated computer implemented system for transmitting context data during an automated customer interaction in a multi-channel environment, the system comprising:
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a computer store containing customer data and account information, and a computer processor, coupled to the computer store and programmed to; receive, via an electronic input, a contact from a customer via an electronic communication channel; automatically capture current interaction data between the customer and an automated interactive entity; receive an electronic request for a live agent from the customer; retrieve, from the computer store, customer data and account information; generate context description that comprises at least information from the current interaction data and customer specific information wherein the context description comprises real-time analytics that identify a marketing opportunity; embed the context description into a signal as a header; and transmit, using a computer processor, the signal with the context description, wherein the context description is extracted from the header and presented, via an interface, to the live agent; and communicate, during a current interaction with the live agent, the marketing opportunity to the customer. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. An automated computer implemented method for transmitting context data during an automated customer interaction in a multi-channel environment, the method comprising the steps of:
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receiving, via an electronic input, a contact from a customer via an electronic communication channel; automatically capturing current interaction data between the customer and an automated interactive entity; receiving an electronic request for a live agent from the customer; retrieving, from a computer store, customer data and account information; generating context description that comprises at least information from the current interaction data and customer specific information wherein the context description comprises real-time analytics that identify a marketing opportunity; embedding the context description into a signal as a header; and transmitting, using a computer processor, the signal with the context description, wherein the context description is extracted from the header and presented, via an interface, to the live agent; and communicating, during a current interaction with the live agent, the marketing opportunity to the customer. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification