SYSTEM AND METHOD FOR PROVIDING PERSONALIZATION BADGES FOR ENHANCED CUSTOMER SERVICE EXPERIENCE

• US 20130170637A1
• Filed: 03/07/2013
• Published: 07/04/2013
• Est. Priority Date: 12/27/2010
• Status: Abandoned Application

• Current Assignee: ServiceNow Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Klemm, Reinhard P., Shaffer, Shmuel
• Application Number:
  US13/789,160
• Publication Number:
  US 20130170637A1
• Time in Patent Office: Days
• US Class Current: 379/265.09
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04M 2203/408 Customer-specific call routing plans
• CPC Class Codes: H04M 2203/6009 Personal information, e.g. profiles or personal directories being only provided to authorised persons
• CPC Class Codes: H04M 2203/6081 Service authorization mechanisms
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

A system for providing customized customer service interaction between a user and an enterprise is disclosed. The system includes a badge and a badge reader. The badge is installed at a user device, and the badge reader is installed at the enterprise. The badge is configured to generate an access key for a customer'"'"'s social network account based on a customer'"'"'s work request to the enterprise. The badge reader is configured to retrieve user data as permitted by the associated access key from the badge, and route a work request of the user to a suitable agent of the enterprise based on the user data.

Claims

1. A system for providing customized customer service interaction between users and enterprise, comprising:

a badge module, installed at a customer device, the badge module configured to perform the steps of;

generating an access key for a customer'"'"'s social network account based on a customer'"'"'s work request to an enterprise;

retrieving customer data from the social network account based on the access key; and

storing the customer data in the customer device; and

a badge reader, installed at the enterprise, configured to retrieve the customer data from the badge, and route a work request of the customer to an agent based on the customer data.

2. The system of claim 1, wherein the badge comprises a key generation module to generate the access key for the customer'"'"'s social network account.

3. The system of claim 1, wherein the badge further comprises a preference module configured to enable the customer to enter a customer contextual data.

4. The system of claim 3, wherein the customer contextual data comprises customer service preferences of the customer.

5. The system of claim 1, wherein the badge reader is further configured to retrieve customer service preferences of the customer from the badge.

6. The system of claim 5, wherein the badge reader further comprises an agent selection module configured to select the agent based on the preferences of the customer.

7. The system of claim 1, wherein the badge reader is configured to select the agent based on a language spoken by the customer.

8. The system of claim 1, wherein the badge further comprises an access rights module configured to enable the customer to set access rights to limit access to data by the enterprise.

9. The system of claim 8, wherein the badge reader is further configured to retrieve the access rights from the badge associated with the customer.

10. The system of claim 9, wherein the badge reader is further configured to retrieve customer contextual data from the badge based on the access rights defined by the customer.

11. The system of claim 9, wherein the badge reader is further configured to retrieve customer data from the at least one social network based on the access rights.

12. The system of claim 1, wherein the badge reader retrieves the user data, from the badge, based on a communication modality between the customer and the enterprise.

13. The system of claim 1, wherein data gathered using the access key is supplied no more than a predetermined number of times to another entity.

14. The system of claim 1, wherein data gathered using the access key is supplied to another entity no later than at a predetermined point in time.

15. A computer-implemented method for providing customized customer service interaction between users and enterprise, the method comprising:

receiving a work request from a customer;

generating, by use of a computer, an access key for at least one social network account of the customer;

retrieving customer data available from the at least one social network based on the access key;

selecting an agent based on the customer data; and

providing personalized service to the customer based on the customer data.

16. The computer-implemented method of claim 15, further comprising the step of retrieving preferences of the customer from the badge associated with the customer.

17. The computer-implemented method of claim 16, wherein the agent is selected based on the preferences of the customer.

18. The computer-implemented method of claim 17, wherein the preferences of the customer comprises voice interactions with female customer service representatives.

19. The computer-implemented method of claim 15, further comprising the step of retrieving access rights for customer data available on the social network, from the badge.

20. The computer-implemented method of claim 19, wherein the customer data is retrieved based on the access rights.

21. The computer-implemented method of claim 15, wherein the customer data comprises customer'"'"'s name, gender, home location, work location, education level, work history, favorite TV shows, favorite books, favorite music, hobbies, list of friends, spouse, posts, and comments.

22. The computer-implemented method of claim 15, wherein the data gathered using the access key is supplied no more than a predetermined number of times to another entity.

23. The computer-implemented method of claim 15, wherein the data gathered using the access key is supplied to another entity no later than at a predetermined point in time.

24. A computer readable medium storing computer readable instructions when executed by a processor perform a method comprising:

receiving a work request from a customer;

generating, by use of a computer, an access key for at least one social network account of the customer;

retrieving customer data available from the at least one social network based on the access key;

selecting an agent based on the customer data; and

providing personalized service to the customer based on the customer data.