MULTI-MODAL MOBILE CUSTOMER CARE SYSTEM
First Claim
1. A method for communicating with a customer care provider having multiple channels of communication, the method comprising:
- providing an interface to a customer, the interface integrating a plurality of communications channels using respective media from a customer to the customer care provider;
determining a customer service need of the customer based on a state of the interface; and
recommending a communications channel for the customer to communicate with the customer care provider based on the customer service need of the customer.
2 Assignments
0 Petitions
Accused Products
Abstract
Customer service and/or care providers generally have multiple communications channels (i.e., modes of communications, such as an Internet webpage, live agent telephones, Interactive Voice Response (IVR) system) of communication with which a customer may interact with the customer service provider. Currently, customers must select the communications channel by guessing which communications channel would best accommodate the customer'"'"'s purpose/need for communicating with the customer service provider. In some scenarios, the customer may select the wrong communications channel because the selected channel is not able to service the customer'"'"'s need. In another scenario, the customer may select a channel that is more cumbersome to service the customer'"'"'s particular need than another channel of the customer service provider. Embodiments of the present invention provide an interface that integrates the multiple channels of the customer service provider and recommends a channel based on an identification of a customer service need of the customer.
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Citations
28 Claims
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1. A method for communicating with a customer care provider having multiple channels of communication, the method comprising:
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providing an interface to a customer, the interface integrating a plurality of communications channels using respective media from a customer to the customer care provider; determining a customer service need of the customer based on a state of the interface; and recommending a communications channel for the customer to communicate with the customer care provider based on the customer service need of the customer. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A method for facilitating multiple modes of communications between a first party and a second party, the method comprising:
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providing an interface to a first party, the interface supporting multiple modes of communications between the first party and the second party, the multiple modes of communications associated with respective channels; based on the first party'"'"'s interaction with the interface using a first mode of communications determining whether to activate a channel with a second mode of communications and, in an event the first and second modes of communications have related states causing the second mode of communications to initialize to a state corresponding to the state of the first mode of communications.
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14. A system for communicating with a customer care provider having multiple channels of communication, the system comprising:
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an interface configure to integrate a plurality of communications channels using respective media from a customer to the customer care provider; a determining module configured to determine a customer service need of the customer based on a state of the interface; and a recommending module configured to recommend a communications channel for the customer to communicate with the customer care provider based on the customer service need of the customer. - View Dependent Claims (15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25)
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26. A system for facilitating multiple modes of communications between a first party and a second party, the system comprising:
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an interface configured to support multiple modes of communications between the first party and the second party, the multiple modes of communications associated with respective channels; based on the first party'"'"'s interaction with the interface using a first mode of communications a determining module is configured to determine whether to activate a channel with a second mode of communications and, in an event the first and second modes of communications have related states causing the second mode of communications to initialize to a state corresponding to the state of the first mode of communications. 10
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27. A computer readable medium having computer readable program codes embodied therein for communicating with a customer care provider having multiple channels of communication, the computer readable program codes including instructions that, when executed by a processor, cause the processor to:
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provide an interface to a customer, the interface integrating a plurality of communications channels using respective media from a customer to the customer care provider; determine a customer service need of the customer based on a state of the interference; and recommend a communications channel for the customer to communicate with the customer care provider based on the customer service need of the customer.
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28. A computer readable medium having computer readable program codes embodied therein for facilitating multiple modes of communications between a first party and a second party, the computer readable program codes including instructions that, when executed by a processor, cause the processor to:
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provide an interface to a first party, the interface supporting multiple modes of communications between the first party and the second party, the multiple modes of communications associated with respective channels; based on the first party'"'"'s interaction with the interface using a first mode of communications, determine whether to activate a channel with a second mode of communications and, in an event the first and second modes of communications have related states causing the second mode of communications to initialize to a state corresponding to the state of the first mode of communications.
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Specification