Selecting between automated and live communication channels based on current call center status

• US 20070116231A1
• Filed: 10/25/2005
• Published: 05/24/2007
• Est. Priority Date: 10/25/2005
• Status: Abandoned Application

• Current Assignee: Intuit, Inc.
• Original Assignee: Intuit, Inc.
• Inventors: Krakovsky, Dmitri, DeGraaff, David
• Application Number:
  US11/259,736
• Publication Number:
  US 20070116231A1
• Time in Patent Office: Days
• US Class Current: 379/212.10
• CPC Class Codes: H04M 3/42374 where the information is provided to a monitoring entity such as a potential calling party or a call processing server
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

In various embodiments, the present invention provides methods and systems for selecting between automated and live communication channels based on current call center status. A system and method automatically selects a communication channel for establishing communication between a customer and a customer support system. A customer contact request is received from a client device of the customer. The status of a call center is determined. Based at least partially on the status of the call center, at least one selected communication channel is selected and instructions are sent to the customer to access the customer support system via the selected communication channel.

Claims

1. A computer-implemented method of instructing customers to access a customer support system via selected communications channels based on call center status comprising:

electronically receiving a customer contact request from a client device over a first communication channel;

determining call center status; and

determining at least one selected communication channel from a plurality of communication channels at least partially based on the call center status.

2. The method of claim 1, wherein the call center status is transmitted to the client device and the determining at least one selected communication channel occurs at the client device.

3. The method of claim 1, wherein determining call center status and determining at least one selected communication channel occur at a device remote from the client device.

4. The method of claim 1, further comprising sending instructions to the client device to access the customer support system via the selected communication channels.

5. The method of claim 1, wherein the customer contact request comprises at least one selected from a group consisting of customer information, product information, and type of request.

6. The method of claim 5, wherein determining at least one selected communication channel from a plurality of communication channels is at least partially based on the customer contact request.

7. The method of claim 1, wherein the call center status comprises an average wait time.

8. The method of claim 1, wherein the call center status comprises a call center call volume load.

9. The method of claim 1, wherein the plurality of communication channels comprises a call center and a website.

10. The method of claim 1, wherein at least one of the selected communication channels is associated with an incentive for using that communication channel and the instructions sent to the client device comprise information identifying the selected communication channel and associated incentive.

11. A system for instructing customers to access a customer support system via selected communications channels based on call center status comprising:

a network,

a client device for sending a customer contact request via the network; and

a company system comprising a call center status system interface for determining call center status, an instruction determination module for determining at least one selected communication channel from a plurality of communication channels at least partially based on the call center status, and a client device interface for receiving the customer contact request and sending instructions to the client device via the network to access the customer support system via the selected communication channels.

12. The system of claim 11, wherein the customer contact request comprises at least one selected from a group consisting of customer information, product information, and type of request.

13. The system of claim 11, wherein the instruction determination module determines at least one selected communication channel from a plurality of communication channels at least partially based on the customer contact request.

14. A system for instructing customers to access a customer support system via selected communications channels based on call center status comprising:

a network,

a client device for sending a customer contact request via the network; and

a company system for receiving the customer contact request, the company system comprising a call center status system interface for determining call center status and a client device interface for transmitting the call center status to the client device,

wherein the client device determines at least one selected communication channel from a plurality of communication channels at least partially based on the call center status.

15. The system of claim 14, wherein the customer contact request comprises at least one selected from a group consisting of customer information, product information, and type of request.

16. The system of claim 14, wherein the client device determines at least one selected communication channel from a plurality of communication channels at least partially based on the customer contact request.

17. A computer program product for instructing customers to access a customer support system via selected communications channels based on call center status, the computer program product stored on a computer readable medium, and adapted to perform the operations of:

electronically receiving a customer contact request from a client device over a first communication channel;

determining call center status; and

determining at least one selected communication channel from a plurality of communication channels at least partially based on the call center status.

18. The computer program product of claim 17, further adapted to perform the operation of transmitting the call center status to the client device.

19. A system for instructing customers to access a customer support system via selected communications channels based on call center status comprising:

means for electronically receiving a customer contact request from a client device over a first communication channel;

means for determining call center status; and

means for determining at least one selected communication channel from a plurality of communication channels at least partially based on the call center status.

20. The system of claim 19, further comprising means for transmitting the call center status to the client device.