Automated Customer Service Matching Methodology

• US 20100211428A1
• Filed: 02/18/2009
• Published: 08/19/2010
• Est. Priority Date: 02/18/2009
• Status: Abandoned Application

• Current Assignee: Red Hat, Inc. (International Business Machines Corporation)
• Original Assignee: Red Hat, Inc. (International Business Machines Corporation)
• Inventors: Statile, Richard P., Watrous, Pamela J., Mair, David C., Duffy, Maureen Emily
• Application Number:
  US12/388,424
• Publication Number:
  US 20100211428A1
• Time in Patent Office: Days
• US Class Current: 705/9
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: G06Q 10/1093 Calendar-based scheduling for persons or groups

Abstract

Described herein is a method and apparatus for providing an automated customer service matching system. The customer service system matches customer services requests with employee profiles. The customer service system provides a graphical user interface for monitor the management of customer service requests. The customer service system also includes a process for registering employees and creating employee profiles, as well as a system for registering customers and creating or matching a customer with the customer profile.

Claims

1. A computer-implemented method comprising:

storing an employee profile in a persistent storage system;

matching an employee profile automatically with a customer service request based on employee product assignment, experience, and availability by a matching server; and

assigning the customer service request to the employee.

2. The computer-implemented method of claim 1, further comprising:

generating a query to filter a set of employee profiles.

3. The computer-implemented method of claim 2, further comprising:

filtering the set of employee profiles based on customer correlation, product correlation or experience correlation.

4. The computer-implemented method of claim 1, further comprising:

generating a management interface for the employee.

5. The computer-implemented method of claim 1, wherein matching includes ranking employees by matching criteria.

6. The computer-implemented method of claim 1 further comprises:

reassigning the customer service request after expiration of a time-out period.

7. The computer-implemented method of claim 1, further comprising:

generating an interface for customer management of customer service requests.

8. The computer-implemented method of claim 1, further comprising:

generating a registration interface for an employee or a customer.

9. The computer-implemented method of claim 1, further comprising:

generating an interface for customer profile or employee profile management.

10. A system comprising:

a user interface module for a customer to generate service request management interface; and

a matching module coupled to the user interface module to automatically pair a customer service request with an employee profile based on product assignment, experience and availability.

11. The system of claim 10, further comprising:

a profile management module coupled to the user interface module, the profile management module to store, update and retrieve customer, employee, and customer representative profiles.

12. The system of claim 10, wherein the user interface module is local user interface.

13. A computer-readable storage medium including instructions that, when executed by a computer system, cause the computer system to perform a set of operations comprising:

storing an employee profile in a persisted storage device;

matching an employee profile automatically with a customer service request based on employee product assignment, experience and availability by a matching server and

assigning the customer service request to the employee.

14. The computer-readable storage medium of claim 13, having further instructions thereon, which when executed cause the computer system to perform a set of operations, further comprising:

generating a query to filter a set of employee profiles.

15. The computer-readable storage medium of claim 13, having further instructions thereon, which when executed cause the computer system to perform a set of operations, further comprising:

filtering the set of employee profiles based on customer correlation, product correlation, or experience correlation.

16. The computer-readable storage medium of claim 13, having further instructions thereon, which when executed cause the computer system to perform a set of operations, further comprising:

generating management interface for the employee.

17. The computer-readable storage method of claim 13, wherein matching includes ranking employees by matching criteria.

18. The computer-readable storage medium of claim 13, having further instructions thereon, which when executed cause the computer system to perform a set of operations, further comprising:

reassigning the customer service request after expiration of a time-out period.

19. The computer-readable storage medium of claim 13, having further instructions thereon, which when executed cause the computer system to perform a set of operations, further comprising:

generating an interface for customer management of customer service requests.

20. The computer-readable storage medium of claim 13, having further instructions thereon, which when executed cause the computer system to perform a set of operations, further comprising:

generating a registration interface for an employee or a customer.

21. The computer-readable storage medium of claim 13, having further instructions thereon, which when executed cause the computer system to perform a set of operations, further comprising:

generating an interface for customer profile or employee profile management.