Method for Integrating Client WEB History and Call Center History into a Single Interaction History Accessible in Real Time

• US 20080154933A1
• Filed: 12/21/2006
• Published: 06/26/2008
• Est. Priority Date: 12/21/2006
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Galvin, Brian, Perlmutter, S. Michael
• Granted Patent: US 7,827,290 B2
• Time in Patent Office: Days
• US Class Current: 707/102
• CPC Class Codes: G06F 16/2465 Query processing support for facilitating data mining operations in structured databases
• CPC Class Codes: G06F 16/285 Clustering or classification
• CPC Class Codes: G06F 16/9535 Search customisation based on user profiles and personalisation

Abstract

A method is provided for creating a portable history data record for a customer by integrating Web cookie data and telephone history data. The method includes the acts (a) retrieving and interpreting the Web cookie data, (b) retrieving and interpreting the telephone history data, (c) combining the data sets into a single data record eliminating redundant data, (d) formatting the data record for human or for machine interpretation, and (e) presenting the formatted data record to a point of service during or just ahead of an associated interaction event.

Claims

1. A method for creating a portable history data record for a customer by integrating Web cookie data and telephone history data comprising the steps of:

(a) retrieving and interpreting the Web cookie data;

(b) retrieving and interpreting the telephone history data;

(c) combining the data sets into a single data record eliminating redundant data;

(d) formatting the data record for human or for machine interpretation; and

(e) presenting the formatted data record to a point of service during or just ahead of an associated interaction event.

2. The method of claim 1, wherein in step (a), the cookie data is retrieved from a third party service maintaining a data repository where the cookie was replicated to.

3. The method of claim 1, wherein in step (a), the Web cookie data includes multiple web cookies.

4. The method of claim 1, wherein in step (a), a cookie reader parses and interprets the Web cookie data.

5. The method of claim 1, wherein in step (b), the telephone history data is retrieved from a third party service maintaining a data repository where the telephone history data was replicated to.

6. The method of claim 1, wherein in step (b), the telephone history data is of the form of one or more than one telephone cookie.

7. The method of claim 1, wherein in step (b), a cookie reader parses and interprets the telephone history data.

8. The method of claim 1, wherein in step (c), combining the data sets is performed by a third-party server running software adapted to retrieve and combine the data sets upon request from a routing system.

9. A system for correlating recorded information about a customer, the information recorded at separate times and at disparate system interfaces of a service organization comprising:

a data server connected to a data network, the data server accessible to the disparate system interfaces;

at least one data repository accessible to the data server; and

an instance of software installed and executable on the data server;

characterized in that text data describing activities performed by the customer at either of the disparate system interfaces is replicated to the data server and stored in the at least one repository managed by the software instance and where upon request, the instance of software looks for data stored and if data is found, combines the data into one data record void of redundant or repeated data.

10. The system of claim 9, wherein the disparate interfaces include a telephony interface and a Web interface.

11. The system of claim 9, wherein the data server is a proxy server adapted to broker Web connections between customers and other Web servers.

12. The system of claim 9, wherein the text data describing activities performed by the customer is recorded as one or more Web cookie files or as one or more telephone cookie files depending on the nature of the interface that hosted the activities.

13. A system for routing a data record containing information about a customer to a service interface of a service organization network comprising:

a data server connected to the service organization network, the data server accessible to the service interface;

at least one data repository accessible to the data server; and

an instance of software installed and executable on the data server;

characterized in that the data record is generated by the software instance and contains Web interaction history data and telephone interaction history data of the customer previously recorded as one or more cookie files at disparate service access points of the organization, the record forwarded to the service interface selected in routing of a new interaction event that the customer is party to, the record rendered useable at the interface.

14. The system of claim 13, wherein the data record is a cookie file created from separate cookie files.

15. The system of claim 13, wherein the service organization network includes an Internet network and Web interface and a telephone network and a telephone interface.

16. The system of claim 13, wherein the data server is a proxy server functioning as a first routing point for the record to the service interface.

17. The system of claim 13, wherein the service interface is one of a Web interface or a telephony interface.

18. The system of claim 13, wherein the record is machine readable.

19. The system of claim 13, wherein the record is human readable and displayable on a PC screen.

20. The system of claim 13, wherein the arrival of the record at the service interface is prior to the pending interaction event routed to the interface.