Instant message processing in a customer interaction system

• US 20050111653A1
• Filed: 05/27/2003
• Published: 05/26/2005
• Est. Priority Date: 04/15/2003
• Status: Abandoned Application

• Current Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Original Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Inventors: Joyce, Robert, Mohan, Prabhuram
• Application Number:
  US10/447,250
• Publication Number:
  US 20050111653A1
• Time in Patent Office: Days
• US Class Current: 379/265.90
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

A method and apparatus is provided to process an instant message call within a customer interaction system. The method includes receiving the instant message call at the customer interaction system and processing the instant message call within the customer interaction system with other interaction types based on information associated with the instant message call.

Claims

1. A method to process an instant message call within a customer interaction system, the method including:

receiving the instant message call at the customer interaction system; and

processing the instant message call within the customer interaction system with other interaction types based on information associated with the instant message call.

2. The method of claim 1, wherein the receiving of the instant message call at the customer interaction system includes allocating the instant message call to an automated agent for response.

3. The method of claim 2, wherein the customer interaction system forwards the instant message call to a live agent based on an at least one of an instant message caller response to the automated agent and an identity of an instant message caller.

4. The method of claim 1, wherein the processing includes allocating the instant message call to a live agent for response.

5. The method of claim 4, wherein the allocating includes selecting the live agent based on a screenname of an instant message callee.

6. The method of claim 4, wherein the allocating includes selecting the live agent based on a screenname of an instant message caller.

7. The method of claim 6, wherein the allocating includes selecting the live agent based on information about the instant message caller.

8. The method of claim 7, wherein information about the instant message caller includes call history information that indicates the selected live agent has previously provided service to the instant message caller.

9. The method of claim 4, wherein the allocating includes selecting the live agent based on at least one of an agent skill set and an agent skill level.

10. The method of claim 4, wherein the allocating includes selecting the live agent based on an agent availability.

11. The method of claim 4, wherein the allocating includes selecting the live agent based on an instant message caller response to the automated agent.

12. The method of claim 11, wherein the instant message caller response includes a preference for a live agent.

13. The method of claim 4, wherein the allocating of the instant message call includes causing a screen to appear to the live agent that includes information associated with the instant message call.

14. The method of claim 1, wherein the processing includes queuing the instant message call within a unified message queue that includes other interaction types.

15. The method of claim 14, wherein the queuing includes prioritizing the instant message call based upon a customer status associated with the instant message call.

16. The method of claim 15, wherein the customer status is determined by a prior purchase made by an instant message caller.

17. The method of claim 14, wherein the queuing includes prioritizing the instant message call based upon a customer status of an already queued instant message call.

18. The method of claim 14, wherein the queuing includes prioritizing the instant message call based on an age of an already queued instant message call.

19. The method of claim 1, wherein the processing includes executing business logic.

20. The method of claim 19, wherein the executing of the business logic includes accessing a database that includes customer information.

21. The method of claim 20, wherein the customer information includes transaction information.

22. The method of claim 21, wherein the transaction information includes order history information.

23. The method of claim 21, wherein the transaction information includes service history information.

24. The method of claim 19, wherein the executing of the business logic includes accessing a database that includes agent information.

25. The method of claim 19, wherein the executing of the business logic includes accessing a database that includes call information.

26. The method of claim 19, wherein the executing of the business logic includes accessing a database that includes media information.

27. The method of claim 1, wherein the information associated with the instant message call includes identification information identifying the instant message caller.

28. The method of claim 27, wherein the identification information includes at least one of a screen name of the instant message caller, a screen name of the instant message callee and an instant message service provider name.

29. The method of claim 1, wherein processing includes retrieving an instant message log which includes the instant message call between an agent and a customer.

30. A system to process an instant message call within a customer interaction system, the system including:

a media specific customer interaction system to receive the instant message call at the customer interaction system; and

a multimedia customer interaction system to process the instant message call within the customer interaction system with other interaction types based on information associated with the instant message call.

33. The system of claim 30, wherein to process the instant message call the multimedia customer interaction system allocates the instant message call to an agent for response.

34. The system of claim 33, wherein the multimedia customer interaction system allocates the live agent based on a screenname of an instant message callee.

35. The system of claim 33, wherein the multimedia customer interaction system allocates the live agent based on a screenname of an instant message caller.

36. The system of claim 35, wherein the multimedia customer interaction system allocates the live agent based on information about the instant message caller.

37. The system of claim 36, wherein information about the caller includes call history information that indicates the live agent has previously provided service to the instant message caller.

38. The system of claim 33, wherein the multimedia customer interaction system allocates the live agent based on at least one of an agent skill set and an agent skill level.

39. The system of claim 33, wherein the multimedia customer interaction system allocates the live agent based on an agent availability.

40. The system of claim 33, wherein the multimedia customer interaction system allocates the live agent based on an instant message caller response to the automated agent.

41. The system of claim 40, wherein the instant message caller response includes a preference for a live agent.

42. The system of claim 33, wherein the multimedia customer interaction system allocates the instant message call by causing a screen to appear to the agent that includes information associated with the instant message call.

43. The system of claim 30, wherein the multimedia customer interaction system processes the instant message call by queuing the instant message call in a unified message queue that includes other interaction types.

44. The system of claim 43, wherein the multimedia customer interaction system queues the instant message call by prioritizing the instant message call based on a customer status associated with the instant message call.

45. The system of claim 44, wherein the customer status is determined by a purchase made by an instant message caller.

46. The system of claim 43, wherein the multimedia customer interaction system queues the instant message call by prioritizing the instant message call based on a customer status of an already queued instant message call.

47. The system of claim 43, wherein the multimedia customer interaction system queues the instant message call by prioritizing the instant message call based on an age of an already queued instant message call.

48. The system of claim 30, wherein the multimedia customer interaction system processes the instant message call by executing business logic.

49. The system of claim 48, wherein the multimedia customer interaction system executes the business logic that accesses a database that includes customer information.

50. The system of claim 49, wherein the customer information includes transaction information.

51. The system of claim 50, wherein the transaction information includes order history information.

52. The system of claim 50, wherein the transaction information includes service history information.

53. The system of claim 48, wherein the multimedia customer interaction system executes the business logic that accesses a database that includes agent information.

54. The system of claim 48, wherein the multimedia customer interaction system executes the business logic that accesses a database that includes call information.

55. The system of claim 48, wherein the multimedia customer interaction system executes the business logic that accesses a database that includes media information.

56. The system of claim 30, wherein the information associated with the instant message call includes identification information identifying the instant message caller.

57. The system of claim 56, wherein the identification information includes at least one of a screen name of the instant message caller, a screen name of the instant message callee and an instant message service provider name.

58. The system of claim 30, further including an administrative manager to retrieve an instant message log which includes the instant message call between an agent and a customer.

31. The system of claim 31, wherein the media specific customer interaction system allocates the instant message call to an automated agent for response.

32. The system of claim 31, wherein the media specific customer interaction system forwards the instant message call to a live agent based on an at least one of an instant message caller response to the automated agent and an identity of an instant message caller.

59. A machine readable medium storing a set of instructions that, when executed by the machine, cause the machine to:

receive the instant message call at the customer interaction system; and

process the instant message call within the customer interaction system with other interaction types based on information associated with the instant message call.

60. A system to process an instant message call within a customer interaction system, the system including:

a first means for receiving the instant message call at the customer interaction system; and

a second means for processing the instant message call within the customer interaction system with other interaction types based on information associated with the instant message call.