System and method for improved contact center services to disabled callers
First Claim
1. A computer-automated method of servicing a caller at a contact center comprising:
- prompting the caller for a password associated with a certificate of disability of the caller;
accessing a database that contains the certificate;
authenticating the password;
retrieving information listed in the certificate, which includes a type of disability of the caller;
providing a service response appropriate for the type of disability.
1 Assignment
0 Petitions
Accused Products
Abstract
A system and method for servicing a caller at a contact center includes prompting the caller for a password associated with a certificate of disability of the caller, then accessing a database that contains the certificate authenticating the password to retrieve information listed in the certificate. The certificate information includes a type of disability of the caller. Following authentication, the system provides a service response appropriate for the type of disability of the caller. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. 37 CFR 1.72(b).
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Citations
17 Claims
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1. A computer-automated method of servicing a caller at a contact center comprising:
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prompting the caller for a password associated with a certificate of disability of the caller;
accessing a database that contains the certificate;
authenticating the password;
retrieving information listed in the certificate, which includes a type of disability of the caller;
providing a service response appropriate for the type of disability. - View Dependent Claims (2, 3, 4)
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5. A computer-automated method of servicing a caller to a contact center comprising:
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providing the caller with a menu that includes an option for requesting special treatment due on a disability;
certifying the disability of the caller in response to selection of the option by the caller;
providing the special treatment to the caller. - View Dependent Claims (6, 7, 8, 9, 10)
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11. A system for servicing a call from a caller to a contact center comprising:
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an automatic call distributor (ACD) to receive the call and to provide the caller with a menu option for requesting special treatment due on a disability; and
a database that stores a certificate authenticating the disability of the caller, wherein the ACD is operable to access the database in response to selection of the menu option by the caller and to retrieve the certificate, the ACD being further operable to provide a service response appropriate for the type of disability to the caller. - View Dependent Claims (12, 13)
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14. A system for servicing a call from a caller to a contact center comprising:
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means for receiving a certificate authenticating a disability of the caller; and
means for providing a service response appropriate for the disability of the caller.
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15. A system for servicing a call from a caller to a contact center comprising:
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an automatic call distributor (ACD) to receive the call, the ACD being operable to receive a certificate that authenticates a disability of the caller; and
an interactive voice response (IVR) system associated with the ACD, the IVR having a special script appropriate to the disability, the special script being invoked following receipt of the certificate by the ACD. - View Dependent Claims (16, 17)
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Specification