Presence awareness agent
First Claim
Patent Images
1. A method of servicing customers'"'"' communications in a customer contact center which distributes customers'"'"' communications for servicing among resources, comprising:
- collecting first customer information about a first customer communicating with the contact center; and
based on the first customer information, selecting, for the first customer, a first set of service options from among a larger, second set of service options.
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Abstract
The present invention is directed to a customer contact 100 in which a agent service function 136 to collect predetermined types of information regarding the contact and/or the contact center 100 and interface with the contact. The interface can include presenting service options to the contact. A mood detector 152 can be used to collect information about the customer'"'"'s state of mind.
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Citations
39 Claims
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1. A method of servicing customers'"'"' communications in a customer contact center which distributes customers'"'"' communications for servicing among resources, comprising:
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collecting first customer information about a first customer communicating with the contact center; and
based on the first customer information, selecting, for the first customer, a first set of service options from among a larger, second set of service options. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. An automated communications distribution (ACD) system, comprising:
an automated personal agent service function operable to collect customer information about a selected customer and, based on the collected customer information, to select, for the selected customer, a first set of service options from among a larger, second set of service options. - View Dependent Claims (18, 19, 20, 21)
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22. An automated communications distribution (ACD) system, comprising:
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a plurality of queues for customers requiring servicing;
a corresponding plurality of resources for providing the servicing; and
an animated, automated personal agent service function, graphically rendered on a communications device of at least some of the customers, that is operable to at least one of collect customer information about a selected customer and provide a service to the selected customer. - View Dependent Claims (23)
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24. A method of servicing customers'"'"' communications in a customer contact center which distributes customers'"'"' communications for servicing among resources, comprising:
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monitoring at least one of a physical parameter and a voice stream of a customer; and
when a predetermined event is identified, interrupting a service being received by the customer from the customer contact center. - View Dependent Claims (25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39)
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Specification