Method and Apparatus for Leveraging Social Media for Pro-Active Customer Notification

• US 20120278115A1
• Filed: 04/27/2011
• Published: 11/01/2012
• Est. Priority Date: 04/27/2011
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Acharya, Arup, Wright, Gary J., Sharma, Schachi, Banerjee, Nilanjan
• Application Number:
  US13/094,922
• Publication Number:
  US 20120278115A1
• Time in Patent Office: Days
• US Class Current: 705/7.13
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

Customers are contacted on social media websites and instant messaging programs by monitoring a plurality of network-enabled user-interactive sites, e.g., social media websites, for an active presence of a customer on one of the sites. Upon detection of an active presence, a customer support agent is assigned to the customer associated, and a communication channel of customer'"'"'s choice is established between the agent and the customer. This communication channel is used to exchange messages between the assigned agent and the associated predefined customer. A single contact center representation is established on each site, and a separate logical representation of each single contact center representation is established on premises equipment associated with the agent. The logical representation on the agent premises equipment is used to establish the communication channel between the customer support agent and the associated predefined customer.

Claims

1. A method for contacting customers, the method comprising:

monitoring each one of a plurality of separate and distinct network-enabled user-interactive sites simultaneously using a computing system in communication with the sites, the sites monitored for an active presence of one of a plurality of predefined existing customers of a business on one of the plurality of network-enabled user-interactive sites;

detecting the active presence of one of the predefined customers on one of the network-enabled user-interactive sites;

assigning one of a plurality of customer support agents working for the business to the predefined customer associated with the detected active presence;

establishing a communication channel between the assigned agent and the associated predefined customer; and

using the communication channel to exchange messages between the assigned agent and the associated predefined customer.

2. The method of claim 1, wherein the step of monitoring the network-enabled user-interactive sites further comprises using application programming interfaces from computer software applications associated with each network-enabled user-interactive site to monitor for evidence of the active presence of one of the predefined customers on each network-enabled user-interactive site, each computer software application providing network-enabled user-interactive functionality to its associated site.

3. The method of claim 1, wherein the step of monitoring the network-enabled sites further comprises monitoring a user interface for each network-enabled user-interactive site for evidence of an active presence of one of the plurality of predefined customers on that network-enabled user-interactive site.

4. The method of claim 1, wherein the method further comprises aggregating the simultaneous monitoring of the plurality of network-enabled user-interactive sites to produce an overall network-based presence view across all monitored network-enabled user-interactive sites for each one of the plurality of predefined customers.

5. The method of claim 1, wherein the network-enabled user-interactive sites comprise social networking sites or instant messaging sites.

6. The method of claim 1, wherein:

the method further comprises creating a group comprising the plurality of customer support agents available to participate in exchanging messages with customers across the communication channel; and

the step of assigning one of the plurality of customer support agents further comprises selecting one of the plurality of customer support agents from the group of customer support agents based on at least one of a prior interaction history between the selected customer support agent and the associated predefined customer, technical expertise of the selected customer support agent, physical location of the selected customer support agent in relation to a physical location of the associated predefined customer and familiarity of the selected customer support agent with specific characteristics of the network-enabled user-interactive site on which presence of the associated predefined customer is detected.

7. The method of claim 1, wherein the step of establishing the communication channel further comprises formatting the communication channel for compatibility with the network-enabled user-interactive site on which presence of the associated predefined customer is detected.

8. The method of claim 1, wherein each agent comprises a physical agent using agent computer equipment to interact with the communication channel and each customer comprises a physical customer using customer premises equipment to interact with the network-enabled user-interactive sites and the communication channel.

9. The method of claim 1, wherein:

the method further comprises;

establishing a single contact center representation on each network-enabled user-interactive site; and

establishing a separate logical representation of each single contact center representation on agent premises equipment associated with each customer support agent; and

the step of establishing the communication channel further comprises using the logical representation on the agent premises equipment associated with the assigned customer support agent of the single contact center representation from the network-enabled user-interactive site on which presence of the customer is detected to establish the communication channel between the customer support agent and the associated predefined customer.

10. The method of claim 9, wherein the step of establishing the single contact center representation further comprises using a single contact center server in communication with agent premises equipment associated with each customer support agent and with each network-enabled user-interactive site to establish each single contact center representation.

11. The method of claim 9, wherein the step of using the communication channel to exchange messages further comprises using the single contact center representation to receive messages from the associated predefined customer and to route those messages to the assigned customer support agent.

12. The method of claim 1, wherein the step of establishing the communication channel further comprises establishing a communication channel that is compatible with a specific interaction modality associated with the network-enabled user-interactive site on which presence of the associated predefined customer is detected.

13. The method of claim 1, wherein the step of using the communication channel to exchange messages further comprises using application programming interfaces for computer software applications associated with the network-enabled user-interactive site on which customer presence was detected to post messages from the communication channel to the network-enabled user-interactive site and to place messages posted on the network-enabled user-interactive site to the communication channel, each computer software program providing network-enabled user-interactive functionality.

14. A method for contacting customers, the method comprising:

creating a group comprising a plurality of customer support agents working for a business and available to participate in exchanging messages with a plurality of predefined existing customers of the business across a communication channel through one of a plurality of network-enabled user-interactive sites;

detecting an active presence of one of the plurality of the predefined customers on one of the plurality of network-enabled user-interactive sites, using a computing system in communication with the sites;

selecting one of the plurality of customer support agents from the group of customer support agents based on at least one of a prior interaction history between the selected customer support agent and the detected predefined customer, technical expertise of the selected customer support agent, physical location of the selected customer support agent in relation to a physical location of the detected predefined customer and familiarity of the selected customer support agent with specific characteristics of the network-enabled user-interactive site on which presence of the predefined customer is detected;

assigning the selected customer support agent to the predefined customer associated with the detected active presence;

establishing a communication channel between the assigned customer support agent and the associated predefined customer; and

using the communication channel to exchange messages between the assigned customer support agent and the associated predefined customer.

15. The method of claim 14, wherein:

the method further comprises;

establishing a single contact center representation on each network-enabled user-interactive site; and

establishing a separate logical representation of each single contact center representation on agent premises equipment associated with each customer support agent; and

the step of establishing the communication channel further comprises using the logical representation on the agent premises equipment associated with the assigned customer support agent of the single contact center representation from the network-enabled user-interactive site on which presence of the customer is detected to establish the communication channel between the customer support agent and the associated predefined customer.

16. The method of claim 15, wherein the step of establishing the single contact center representation further comprises using a single contact center server in communication with agent premises equipment associated with each customer support agent in the group of customer support agents and with each network-enabled user-interactive site to establish the single contact center representation.

17. The method of claim 15, wherein the step of using the communication channel to exchange messages further comprises using the single contact center representation to receive messages from the associated predefined customer and to route those messages to the assigned selected customer support agent.

18. The method of claim 14, wherein the step of using the communication channel to exchange messages further comprises using application programming interfaces for computer software applications associated with the network-enabled user-interactive site on which customer presence was detected to post messages from the communication channel to the network-enabled user-interactive site and to place messages posted on the network-enabled user-interactive site to the communication channel, each computer software program providing network-enabled user-interactive functionality.

19. A method for contacting customers, the method comprising:

detecting an active presence of one of a plurality of predefined existing customers of a business on one of a plurality of network-enabled user-interactive sites, using a computing system in communication with the sites;

establishing a single contact center representation on each network-enabled user-interactive site;

establishing a separate logical representation of each single contact center representation on agent premises equipment associated with each customer support agent in a group of customer support agents comprising a plurality of customer support agents working for the business;

assigning one of the customer support agents to the predefined customer associated with the detected active presence;

establishing a communication channel between the assigned customer support agent and the associated predefined customer using the logical representation on the agent premises equipment associated with the assigned customer support agent of the single contact center of the network-enabled user-interactive site on which presence of the customer is detected to establish the communication channel between the assigned selected customer support agent and the associated predefined customer; and

using the communication channel to exchange messages between the assigned agent and the associated predefined customer.

20. The method of claim 19, wherein the step of establishing the single contact center representation further comprises using a single contact center server in communication with agent premises equipment associated with each customer support agent in the group of customer support agents and with each network-enabled user-interactive site to establish each single contact center representation.

21. The method of claim 19, wherein the step of using the communication channel to exchange messages further comprises using the single contact center representation to receive messages from the associated predefined customer and to route those messages to the assigned selected customer support agent.

22. The method of claim 19, wherein the step of using the communication channel to exchange messages further comprises using application programming interfaces for computer software applications associated with the network-enabled user-interactive site on which customer presence was detected to post messages from the communication channel to the network-enabled user-interactive site and to place messages posted on the network-enabled user-interactive site to the communication channel, each computer software program providing network-enabled user-interactive functionality.

23. The method of claim 19, wherein the network-enabled user-interactive sites comprise social networking sites or instant messaging sites.

24. A computer-readable storage medium containing a computer-readable code that when read by a computer causes the computer to perform a method for contacting customers, the method comprising:

monitoring each one of a plurality of separate and distinct network-enabled user-interactive sites simultaneously for an active presence of one of a plurality of predefined existing customers of a business on one of the plurality of network-enabled user-interactive sites;

detecting the active presence of one of the predefined customers on one of the network-enabled user-interactive sites;

assigning one of a plurality of customer support agents working for the business to the predefined customer associated with the detected active presence;

establishing a communication channel between the assigned agent and the associated predefined customer; and

using the communication channel to exchange messages between the assigned agent and the associated predefined customer.

25. The computer readable storage medium of claim 24, wherein:

the method further comprises;

establishing a single contact center representation on each network-enabled user-interactive site; and

establishing a separate logical representation of each single contact center representation on agent premises equipment associated with each customer support agent; and

the step of establishing the communication channel further comprises using the logical representation on the agent premises equipment associated with the assigned customer support agent of the single contact center representation from the network-enabled user-interactive site on which presence of the customer is detected to establish the communication channel between the customer support agent and the associated predefined customer.