Agent controlled menu
First Claim
1. A system comprising:
- an access device includingan I/O configured for the access device to communicate via a communication system,a display,application logic configured to receive a request including a menu customization, to customize a menu according to the menu customization and to display the customized menu on the display of the access device to a customer in response to the request, to receive a menu selection from the customized menu from the customer, and then to send the menu selection to a customer service management system, anda processor configured to execute at least the application logic; and
the customer service management system includingrequest logic configured to send the request to the customer, the request including the menu customization, the request logic being further configured to receive input from a customer service agent and responsive to said input to specify at least part of the menu customization in real-time during a communication session between the customer service agent and the customer, the request logic further configured to receive the menu selection in response to the request.
1 Assignment
0 Petitions
Accused Products
Abstract
A system for automatic authentication of service requests includes authentication of a remote access device. This authentication may be accomplished automatically prior to text or audio communication between a customer and a service agent. In some embodiments, authentication is accomplished automatically by authentication of the remote access device or accomplished by asking the customer questions. A single authentication of the remote access device may be used to authenticate a service request transferred between service agents. The authentication of the remote device may include, for example, use of a personal identification number, a fingerprint, a photograph, and/or a hardware identifier. Some embodiments include an intelligent pipeline configured for managing queues of customer service requests and/or customer service agent control over a customer'"'"'s access device.
19 Citations
17 Claims
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1. A system comprising:
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an access device including an I/O configured for the access device to communicate via a communication system, a display, application logic configured to receive a request including a menu customization, to customize a menu according to the menu customization and to display the customized menu on the display of the access device to a customer in response to the request, to receive a menu selection from the customized menu from the customer, and then to send the menu selection to a customer service management system, and a processor configured to execute at least the application logic; and the customer service management system including request logic configured to send the request to the customer, the request including the menu customization, the request logic being further configured to receive input from a customer service agent and responsive to said input to specify at least part of the menu customization in real-time during a communication session between the customer service agent and the customer, the request logic further configured to receive the menu selection in response to the request. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
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Specification