Methods, systems, and computer program products for rule-based direction of customer service calls
First Claim
1. A method for directing customer service calls based upon one or more rules incorporating customer information, network status information, service status information, or various combinations thereof, the method comprising:
- receiving an incoming service call and a customer identifier for the incoming service call;
obtaining customer information using the customer identifier;
obtaining network status information or service status information or both;
retrieving one or more rules;
applying the one or more retrieved rules to at least one of the obtained network status information or the obtained service status information to automatically direct the incoming service call to a help desk agent selected from a plurality of help desk agents.
1 Assignment
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Accused Products
Abstract
Directing customer service calls based upon one or more rules incorporating customer information, network status information, service status information, or various combinations thereof. An incoming service call, and a customer identifier for the incoming service call are received. The customer identifier is used to obtain customer information. Network status information is obtained, or service status information is obtained, or network status information and service status information are obtained. One or more rules are retrieved. The one or more retrieved rules are applied to at least one of the obtained network status information or the obtained service status information to automatically direct the incoming call to a help desk agent selected from a plurality of help desk agents.
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Citations
21 Claims
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1. A method for directing customer service calls based upon one or more rules incorporating customer information, network status information, service status information, or various combinations thereof, the method comprising:
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receiving an incoming service call and a customer identifier for the incoming service call; obtaining customer information using the customer identifier; obtaining network status information or service status information or both; retrieving one or more rules; applying the one or more retrieved rules to at least one of the obtained network status information or the obtained service status information to automatically direct the incoming service call to a help desk agent selected from a plurality of help desk agents. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A computer program product for directing customer service calls based upon one or more rules incorporating customer information, network status information, service status information, or various combinations thereof, the computer program product comprising a storage medium readable by a processing circuit and storing instructions for execution by the processing circuit for facilitating a method comprising:
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receiving an incoming service call and a customer identifier for the incoming service call; obtaining customer information using the customer identifier; obtaining network status information or service status information or both; retrieving one or more rules; applying the one or more retrieved rules to at least one of the obtained network status information or the obtained service status information to automatically direct the incoming service call to a help desk agent selected from a plurality of help desk agents. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A system for directing customer service calls based upon one or more rules incorporating customer information, network status information, service status information, or various combinations thereof;
- the system including;
a rules application server; a call direction mechanism operatively coupled to the rules application server and capable of receiving an incoming service call and a customer identifier for the incoming service call; a rules database, a customer information database, and at least one of a network status information database or a service status information database, all being operatively coupled to the rules application server; wherein the rules application server obtains customer information from the customer information database using the customer identifier, and obtains network status information from the network status information database, or obtains service status information from the service status information database, or obtains network status information from the network status information database and service status information from the service status information database; and wherein the rules application server retrieves one or more rules from the rules database and applies one or more retrieved rules to at least one of the obtained network status information or the obtained service status information to control the call direction mechanism to automatically direct the incoming call to a help desk agent selected from a plurality of help desk agents. - View Dependent Claims (16, 17, 18, 19, 20, 21)
- the system including;
Specification