METHOD SYSTEM AND COMPUTER PROGRAM PRODUCT FOR PROVIDING CUSTOMER SERVICE OVER THE WORLD-WIDE WEB

• US 20010054064A1
• Filed: 06/29/1998
• Published: 12/20/2001
• Est. Priority Date: 07/02/1997
• Status: Abandoned Application

• Current Assignee: KANA Software Incorporated (Verint Systems Incorporated)
• Original Assignee: KANA Software Incorporated (Verint Systems Incorporated)
• Inventors: KANNAN, PALLIPURAM V.
• Application Number:
  US09/106,011
• Publication Number:
  US 20010054064A1
• Time in Patent Office: Days
• US Class Current: 709/203
• CPC Class Codes: G06F 16/9535 Search customisation based on user profiles and personalisation
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 3/567 Multimedia conference systems
• CPC Class Codes: H04M 7/0027 Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication
• CPC Class Codes: H04M 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal

Abstract

A method, system, and computer program product provides live customer service between a customer and a CSR in real-time over the World Wide Web. Customer service for the Web is provided which is secure, private and responsive to particular customer needs. Queries sent by potential customers browsing a Web site are intelligently routed to appropriate customer service representatives. Potential customers browsing a Web site are also intelligently routed to appropriate customer service representatives. A memory coupled to a server stores a CS enabled Web site having a service applet. When a customer browses the CS-enabled Web site, the service applet is downloaded and executes in a customer computer to support the live customer service. The server executes a customer service agent. The customer service agent enables a customer service window to be displayed by the customer browser. A CSR window is displayed on a browser of the CSR. The customer service agent and service applet determine whether a customer qualifies for live customer service. The level of customer service to be provided can be based at least upon one of the following: browsing data gathered while the customer browses the CS enabled Web site; a customer profile; and a policy of the CS enabled Web site. The customer service window can include a service dialog window and/or a service form. Polling allows a customer to be notified while the customer is browsing the Web that a CSR has chosen to respond to the query input by the customer. Messages are encapsulated/de-encapsulated in HyperText Transport Protocol (HTTP) to pass through Internet firewalls. Secure communication for Web-based customer service is provided. Communication between the customer and the CSR can be supervised and customer service performance can be tracked.

Claims

1. A method for providing live customer service between a customer and a customer service representative (CSR) in real-time over the World Wide Web, comprising the steps of:

(a) enabling a Web site for live customer service (CS);

(b) enabling a customer service window to be displayed on a browser of the customer visiting the CS enabled Web site;

(c) receiving a query input in the customer service window by the customer;

(d) routing the received query to a CSR;

(e) enabling a CSR window including the received query to be displayed on a browser of the CSR; and

(f) sending a response input in the CSR window by the CSR to the browser of the customer while the customer browses the World Wide Web.

2. The method of

claim 1

, further comprising the steps of:

determining whether a customer browsing the CS enabled Web site qualifies for live customer service prior to said enabling step (b); and

enabling only qualified customers browsing the CS enabled Web site to be provided live customer service over the World Wide Web according to steps (b) to (f).

3. The method of

claim 2

, wherein said customer qualifying determining step comprises the step of determining whether a customer status is known.

4. The method of

claim 1

, further comprising the step of:

gathering browsing data on the browsing activity of the customer.

5. The method of

claim 4

, further comprising the step of:

prompting the customer for help based on the gathered browsing data.

6. The method of

claim 1

, further comprising the step of:

generating a customer profile.

7. The method of

claim 1

, further comprising the steps of:

determining the level of customer service to be provided based at least upon one of the following;

browsing data gathered while the customer browses the CS enabled Web site;

a customer profile; and

a policy of the CS enabled Web site; and

determining the contents of the customer service window based on the level of customer service to be provided.

8. The method of

claim 1

, wherein said customer service window enabling step (b) enables at least one of a service dialog window and a service form to be displayed on a browser of the customer visiting the CS enabled Web site.

9. The method of

claim 8

, wherein said customer service window enabling step (b) enables a service dialog window to be displayed on a browser of the customer visiting the CS enabled Web site when an express interactive customer service is provided and enables a service dialog window and a service form to be displayed on a browser of the customer visiting the CS enabled Web site when a full interactive customer service is provided.

10. The method of

claim 8

, wherein said customer service window enabling step (b) initially enables a service dialog window to be displayed on a browser of the customer visiting the CS enabled Web site to exchange messages with a CSR;

and further comprising the step of enabling a service dialog window and a service form to be displayed on the browser of the customer visiting the CS enabled Web site when a transaction is to be completed which is more complex than exchanging messages.

11. The method of

claim 1

, further comprising the steps of:

polling the Web site after the query is input in the customer service window including issuing polling messages; and

notifying the customer while the customer is browsing the Web that a CSR has chosen to respond to the query input by the customer;

wherein said notifying step notifies the customer in response to a polling message sent in said polling step.

12. The method of

claim 1

, wherein said routing step comprises intelligently routing the query to a CSR based on at least one of the following criteria:

content, context, question, and qualifications.

13. The method of

claim 12

, wherein said intelligently routing step includes the steps of:

storing the query and a corresponding customer URL in a queue of pending customer queries;

matching the stored query to a CSR based on at least one of the following criteria;

content, context, question, and qualifications; and

storing the query in a service queue capable of being displayed in the CSR service window by the matched CSR.

14. The method of

claim 1

, further comprising the step of analyzing the query against a knowledge base to generate a list of recommended answers for display in the CSR window.

15. The method of

claim 1

, wherein said CSR window enabling step (e) further comprises enabling a CSR window to be displayed that allows a CSR to access at least one of the following:

data in the customer profile, a list of scripts, and a list of recommended answers.

16. The method of

claim 1

, wherein said CSR window enabling step (e) further comprises enabling a CSR window to be displayed that include a service dialog window, a comments window, a response entry window, and a menu bar having at least the following group of buttons:

Queue button, Customer Details button, Recommend Answers button, Update Customer Profile button, and a Scripts button.

17. The method of

claim 1

, further comprising the step of:

managing a dialog between the customer and the CSR once a CSR has picked up a customer.

18. The method of

claim 1

, further comprising the steps of:

encapsulating the query input in the service window into a HyperText Transport Protocol (HTTP) message prior to sending the query input from a computer at the customer browser; and

encapsulating the response sent in sending step into a HTTP message prior to sending the response to the computer at the customer browser; and

de-encapsulating the HTTP message received at the computer at the customer browser to extract the response;

whereby communication can occur through a firewall that allows HTTP traffic to pass.

19. The method of

claim 1

, further comprising the step of supervising communication between the customer and the CSR.

20. The method of

claim 19

, wherein said supervising step further comprises tracking customer service performance.

21. The method of

claim 1

, wherein said Web site enabling step (a) comprises the steps of:

providing a customer service agent at the Web server for executing steps (b) to (f); and

providing active content in a Web page at the Web site for executing at the customer browser to support customer service.

22. The method of

claim 1

, wherein said active content providing step provides a service applet that executes to read customer profile data, to encapsulate and deencapsulate messages in HTTP, and to poll the Web site.

23. A system for providing live customer service between a customer and a customer service representative (CSR) in real-time over the World Wide Web, comprising:

(a) means for enabling a Web site for live customer service (CS);

(b) means for enabling a customer service window to be displayed on a browser of the customer visiting the CS enabled Web site;

(c) means for receiving a query input in the customer service window by the customer;

(d) means for routing the received query to a CSR;

(e) means for enabling a CSR window including the received query to be displayed on a browser of the CSR; and

(f) means for sending a response input in the CSR window by the CSR to the browser of the customer while the customer browses the World Wide Web.

24. The system of

claim 23

, further comprising:

means for determining whether a customer browsing the CS enabled Web site qualifies for live customer service prior to said enabling by said (b) enabling means; and

means for enabling only qualified customers browsing the CS enabled Web site to be provided live customer service over the World Wide Web.

25. The system of

claim 23

, further comprising:

means for gathering browsing data on the browsing activity of the customer.

26. The system of

claim 25

, further comprising:

means for prompting the customer for help based on the gathered browsing data.

27. The system of

claim 23

, further comprising:

means for determining the level of customer service to be provided based upon at least one of the following;

browsing data gathered while the customer browses the CS enabled Web site;

a customer profile; and

a policy of the CS enabled Web site; and

means for determining the contents of the customer service window based on the level of customer service to be provided.

28. The system of

claim 23

, wherein said customer service window enabling means (b) enables at least one of a service dialog window and a service form to be displayed on a browser of the customer visiting the CS enabled Web site.

29. The system of

claim 28

, wherein said customer service window enabling means (b) enables a service dialog window to be displayed on a browser of the customer visiting the CS enabled Web site when an express interactive customer service is provided and enables a service dialog window and a service form to be displayed on a browser of the customer visiting the CS enabled Web site when a full interactive customer service is provided.

30. The system of

claim 23

, further comprising:

means for polling the Web site after the query is input in the customer service window including issuing polling messages; and

means for notifying the customer while the customer is browsing the Web that a CSR has chosen to respond to the query input by the customer;

wherein said notifying means notifies the customer in response to a polling message sent by said polling means.

31. The system of

claim 23

, wherein said routing means include:

means for storing the query and a corresponding customer URL in a queue of pending customer queries;

means for matching the stored query to a CSR based on at least one of the following criteria;

content, context, question, and qualifications; and

means for storing the query in a service queue capable of being displayed in the CSR service window by the matched CSR.

32. The system of

claim 23

, further comprising:

means for analyzing the query against a knowledge base to generate a list of recommended answers for display in the CSR window.

33. The system of

claim 23

, wherein said CSR window enabling means (e) enables a CSR window to be displayed that allows a CSR to access at least one of the following:

data in the customer profile, a list of scripts, and a list of recommended answers.

34. The system of

claim 23

, further comprising:

means for managing a dialog between the customer and the CSR once a CSR has picked up a customer.

35. The system of

claim 23

, further comprising:

means for encapsulating the query input in the service window into a HyperText Transport Protocol (HTTP) message prior to sending the query input from a computer at the customer browser; and

means for encapsulating the response sent in sending step into a HTTP message prior to sending the response to the computer at the customer browser; and

means for de-encapsulating the HTTP message received at the computer at the customer browser to extract the response;

whereby communication can occur through a firewall that allows HTTP traffic to pass.

36. The system of

claim 23

, further comprising:

means for supervising communication between the customer and the CSR including; and

means for tracking customer service performance.

37. A system for providing live customer service (CS) between a customer and a customer service representative (CSR) in real-time over the World Wide Web (WWW), comprising:

a first computer that supports a customer browser;

a second computer that supports a CSR browser;

a memory that stores a CS enabled Web site having active content that executes in said first computer to support the live customer service; and

a server linked to said first and second computer over the WWW;

wherein said server executes a customer service agent in response to a customer browsing the CS enabled Web site stored in said memory; and

wherein the customer service agent enables a customer service window to be displayed by the customer browser, receives a query input in the customer service window by the customer, routes the received query to a CSR, enables a CSR window including the received query to be displayed on a browser of the CSR, and sends a response input in the CSR window by the CSR to the browser of the customer while the customer browses the World Wide Web.

38. The system of

claim 37

, wherein the customer service agent further comprises:

a service manager;

a matcher; and

a dialog manager;

wherein;

the service manager enables the customer service window to be displayed by the customer browser and stores the query input in the customer service window by the customer in a first queue,

the matcher matches the stored query in said first queue to a CSR and stores transfers the query into a second queue,

the service manager enables a CSR window including the query stored in said second queue to be displayed on the browser of the CSR and transfer control to a dialog manager after the matcher has stored the query in said second queue; and

the dialog manager sends the response input in the CSR window by the CSR to the browser of the customer while the customer browses the World Wide Web.

39. A computer program product comprising a computer useable medium having computer program logic recorded thereon for enabling at least one processor in a server to provide live customer service (CS) between a customer and a customer service representative (CSR) in real-time over the World Wide Web (WWW), said computer program logic comprising:

first computer readable program code means for enabling said at least one processor to route a query input in a customer service window by the customer to a CSR; and

second computer readable program code means for enabling said at least one processor, in response to a polling by a computer of the customer, to send a response input in a CSR window by the CSR to the browser of the customer;

whereby a customer can browse or perform other tasks after the query is input in the customer service window.

40. A method for providing live customer service in real-time over the World Wide Web, comprising the steps of:

enabling a customer service window including a dialog window to be displayed while a customer browses a Web site;

receiving a query entered in said dialog window by the customer;

routing the received query to a customer service representative; and

in response to a polling by a computer of the customer, sending a response to the received query from the customer service representative to the customer;

whereby a customer can browse or perform other tasks after the query is input in the customer service window.

41. A method for providing customer service over the World Wide Web, comprising the steps of:

enabling a customer service window including a service form to be displayed while a visitor browses a Web site;

receiving customer information entered in fields of the service form by the visitor;

routing the visitor to a customer service representative based at least in part on said received customer information; and

establishing a person-to-person connection between the visitor and the customer service representative over the World Wide Web (WWW).

42. The method of

claim 41

, wherein said establishing step comprises:

establishing a secure person-to-person connection between the visitor and the customer service representative over the WWW.

43. The method of

claim 42

, wherein said establishing step comprises:

establishing a quasi-persistent link between the visitor and the customer service representative over the WWW.

44. A method for providing customer service over the World Wide Web, comprising the steps of:

monitoring a visitor who is browsing a Web site;

routing the visitor to a customer service representative; and

establishing a person-to-person connection between the visitor and the customer service representative over the World Wide Web.

45. The method of

claim 44

, wherein:

said routing step comprises routing the visitor to a customer service representative while the visitor browses the WWW; and

said establishing step comprises establishing a person-to-person connection between the visitor and the customer service representative while the visitor browses.

46. A method for providing communication between first and second users, comprising the steps of:

monitoring the first user who is browsing a Web site;

routing the first user to a second user; and

establishing a person-to-person connection between the first and second users over the World Wide Web.

47. A method for determining need for live interaction with a Web site visitor and facilitating such interaction comprising the steps of:

(a) determining if Web site visitors need assistance to use the Web site;

(b) determining if a Web site visitor is in a state to hear a sales pitch, or ready to place an order or perform any other task;

(c) automatically making contact with a Web site visitor using a live representative or an automated agent based on any criteria which may include;

enabling commerce on the Web or providing a better experience in the Web site;

(d) accepting and processing the decision of the Web site visitor during the facilitation of instant connections;

(e) interacting with a visitor using an automated agent (computer programs) wherein the agent pretends to be a real person and interacts with the customer; and

detecting when the agent can no longer handle the customer, and smoothly passing it on to a live representative without the customer being aware of such change; and

(f) facilitating the notification to a customer, when the customer is on hold waiting for a representative, using a variety of devices when the representative is ready to interact with the customer.

48. A method for establishing and conducting instant meetings where users connect and communicate using a variety of text and voice-supported devices comprising the steps of:

locating people and notifying them of an instant meeting about to occur, by locating a device closest to the people attending the meeting capable of accepting a notification, and making such notification;

accepting and processing the decision of each person notified;

facilitating an invitee who wishes to participate in the meeting to be connected to the meeting using a suitable device;

facilitating the communication in the meeting where participants use a variety of devices to communicate to each other, by automatically converting spoken words to text and text to spoken words and communicating the results to each attendee in the required form in either text or spoken words including translating to the required language for a participant to understand the proceedings; and

providing the requisite security to authenticate only authorized users are participating in an instant meeting where multiple devices are employed.