ABILITY TO CREATE A PREFERRED PROFILE FOR THE AGENT IN A CUSTOMER INTERACTION EXPERIENCE

• US 20100131876A1
• Filed: 11/21/2008
• Published: 05/27/2010
• Est. Priority Date: 11/21/2008
• Status: Abandoned Application

• Current Assignee: Avaya Incorporated
• Original Assignee: Nortel Networks Limited (Nortel Networks Corporation)
• Inventors: COSTELLO, John, MURRAY, David, MCGUIRE, Frank, WALKER, Martin
• Application Number:
  US12/275,502
• Publication Number:
  US 20100131876A1
• Time in Patent Office: Days
• US Class Current: 715/765
• CPC Class Codes: A63F 13/12 involving interaction between a plurality of game devices, e.g. transmisison or distribution systems protocols for networked virtual reality, networked games H04L29/06034
• CPC Class Codes: A63F 13/30 Interconnection arrangements between game servers and game devices; Interconnection arrangements between game devices; Interconnection arrangements between game servers
• CPC Class Codes: A63F 13/79 involving player-related data, e.g. identities, accounts, preferences or play histories
• CPC Class Codes: A63F 13/85 Providing additional services to players
• CPC Class Codes: A63F 2300/575 for trading virtual items
• CPC Class Codes: H04L 67/131 Protocols for games, networked simulations or virtual reality
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34

Abstract

A dynamic user interface for a method and system for creating, selecting, and adapting a virtual contact center within a virtual world. A user'"'"'s interaction with the virtual world is evaluated and one or more environmental characteristics established based on the user'"'"'s interaction with the virtual world. A virtual contact center having the one or more environmental characteristics is provided based on the user'"'"'s interaction with the virtual world. The virtual contact center may include one or more environmental characteristics that are updateable in real-time to incorporate the user'"'"'s preferences and selections within the virtual world.

Claims

1. A method for creating a dynamic virtual contact center, the method including:

evaluating a user'"'"'s interaction with a virtual world;

establishing one or more environmental characteristics based on the user'"'"'s interaction with the virtual world; and

providing a virtual contact center having an environmental characteristic based on the established one or more virtual world environmental characteristics.

2. The method of claim 1, further including storing the one or more environmental characteristics.

3. The method of claim 1, wherein providing a virtual contact center includes providing a virtual contact center with predetermined environmental characteristics determined prior to a user'"'"'s interaction with the virtual contact center.

4. The method of claim 3, further including updating the predetermined environmental characteristics to incorporate the established one or more environmental characteristics based on the user'"'"'s interaction with the virtual world.

5. The method of claim 3, further including updating the virtual contact center with the established one or more environmental characteristics based on the user'"'"'s interaction with the virtual world.

6. The method of claim 5, further including presenting the updated virtual contact center to the user.

7. The method of claim 1, wherein the one or more environmental characteristics includes virtual features of a virtual contact center representative.

8. The method of claim 1, wherein the one or more environmental characteristics includes virtual features of a virtual contact center structure.

9. The method of claim 1, further including inviting the user into a virtual contact center, the inviting being based at least in part on the one or more environmental characteristics.

10. The method of claim 1, further including instructing the user to select from a predetermined set of environmental characteristics.

11. The method of claim 10, wherein providing a virtual contact center includes providing a virtual contact center with environmental characteristics based at last in part on the user'"'"'s selection from the predetermined set of environmental characteristics.

12. A system for creating a dynamic virtual contact center, comprising:

a central processing unit operating to provide a virtual world having a virtual contact center;

a database in operative communication with the central processing unit, the database storing one or more environmental characteristics based on a user'"'"'s interaction the virtual world; and

the virtual contact center presenting one or more of the environmental characteristics based on the user'"'"'s interaction with the virtual world.

13. The system of claim 12, wherein the virtual contact center presenting one or more environmental characteristics based on the user'"'"'s interaction with the virtual world includes providing virtual features of a virtual contact center representative.

14. The system of claim 12, wherein the virtual contact center presenting one or more environmental characteristics based on the user'"'"'s interaction with the virtual world includes providing virtual features of a virtual contact center structure.

15. A method for creating a dynamic virtual contact center, the method including:

evaluating a first interaction with a virtual world;

establishing one or more environmental characteristics based on the first interaction with the virtual world;

evaluating a second interaction with a virtual world;

updating the established one or more environmental characteristics based on the second interaction with the virtual world;

providing a virtual contact center having an environmental characteristic based on the updated established one or more environmental characteristics.

16. The method of claim 15, wherein updating the established one or more environmental characteristics based on the second interaction with the virtual worlds includes combining the established one or more environmental characteristics based on the first and second interactions with the virtual world.

17. The method of claim 15, wherein updating the established one or more environmental characteristics based on the second interaction with the virtual worlds includes replacing the established one or more environmental characteristics based on the first interaction with the virtual world with the established one or more environmental characteristics based on the second interaction with the virtual world.

18. The method of claim 15, wherein evaluating the first interaction with the virtual world includes instructing the user to select from a predetermined set of environmental characteristics.

19. The method of claim 18, wherein the predetermined set of environmental characteristics includes virtual features of a virtual contact center.

20. The method of claim 15, wherein evaluating the second interaction with the virtual world includes inviting the user into a virtual contact center, the inviting being based at least in part on the one or more environmental characteristics based on the first interaction with the virtual world.