METHOD AND APPARATUS FOR LINKING USER SESSIONS AND ESTABLISHING IDENTITY ACROSS CHANNELS

• US 20130317993A1
• Filed: 02/08/2013
• Published: 11/28/2013
• Est. Priority Date: 05/25/2012
• Status: Abandoned Application

• Current Assignee: [24]7.ai, Inc.
• Original Assignee: 24/7 Customer Incorporated
• Inventors: CHANG, Andrew, WASSERMAN, Eric, NGUYEN, Patrick
• Application Number:
  US13/763,456
• Publication Number:
  US 20130317993A1
• Time in Patent Office: Days
• US Class Current: 705/304
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/0271 Personalized advertisement

Abstract

A customer support system exchanges customer data, such as the customer'"'"'s identity, activity, etc. across multiple channels to enable better customer service. A further embodiment of the invention collects user interaction data from non-CCS channels, such as Facebook® posts, and predicts the intent of customer to provide services to the customer accordingly.

Claims

1. A computer implemented method, comprising:

a processor executing instructions for exchanging customer data via a customer support system across a plurality of channels;

said processor executing instructions for receiving said customer data from said plurality of channels, wherein at least one of said channels comprises a customer care support (CCS) channel and at least one of said channels comprises a non-CCS channel; and

said processor executing instructions for applying said customer data in one or more channels based upon any of customer interaction in one or more other channels and preferences that said customer has selected in said one or more other channels.

2. The method of claim 1, further comprising:

said processor executing instructions for collecting customer interaction data from said non-CCS channel and for predicting customer intent therefrom.

3. The method of claim 1, wherein said customer data comprises any of customer identity and customer activity.

4. The method of claim 1, wherein said non-CCS channel conveys customer information that comprises any of an activity carried out by said customer with a point of sale system or delivery system;

said processor executing instructions for correlating said customer information conveyed from said point of sale system or delivery system by said non-CCS channel by any of time, place, and content with said customer communication in said non-CCS channel.

5. The method of claim 1, further comprising:

said processor executing instructions for identifying said customer in one of said channels; and

said processor executing instructions for using a tying event to transfer customer identity information to one or more other channels in which said customer was heretofore unidentified.

6. The method of claim 1, further comprising:

said processor executing instructions for collecting data related to said customer interaction in non-CCS channels; and

said processor executing instructions for analyzing said collected data to understand any of customer requirements and customer nature.

7. The method of claim 1, further comprising:

said processor executing instructions for establishing a tie between one or more of said channels;

said processor executing instructions for establishing customer presence in a plurality of channels; and

responsive thereto, said processor executing instructions for allowing customer communication via one channel to be augmented or transferred to another channel that may be more optimal.

8. The method of claim 1, wherein at least one channel provides a different modes of operation from said other channels.

9. The method of claim 8, wherein verbal communication in an IVR channel are augmented with pertinent graphical images presented through a Web browser in a coincident Web session channel.

10. An apparatus, comprising:

a customer care support (CCS) system, interconnected with a customer interface for receiving customer data, via a multichannel communication network for exchanging said customer data via said CCS across a plurality of channels, said CCS receiving said customer data from said plurality of channels, wherein at least one of said channels comprises a CCS channel and at least one of said channels comprises a non-CCS channel, said CCS applying said customer data in one or more channels based upon any of customer interaction in one or more other channels and preferences that said customer has selected in said one or more other channels.

11. The apparatus of claim 10, said non-CCS channel comprising any of a multichannel network social network, discussion forum, email system, SMS system, and voice call system.

12. The apparatus of claim 10, said CCS further comprising any of:

an intelligent voice response (IVR) system, live agents, and chat agents.

13. The apparatus of claim 10, wherein said customers use a plurality of channels to interact with said CCS;

and

wherein said plurality of channels comprise any of Web sites, email, SMS, discussion forums on the Internet, social networks, mobile applications, IVR, and live agents.

14. The apparatus of claim 10, further comprising:

said CCS configured for keeping track of communications that have transpired over a plurality of channels by identifying a customer across said plurality of channels.

15. The apparatus of claim 10, further comprising:

said CCS configured for gathering customer data from a plurality of sources;

said CCS configured for correlating said customer data by analyzing tying events with said customer; and

said CCS configured for storing a record of said customer data and tying events in a database along with customer profile information.

16. The apparatus of claim 10, further comprising:

said CCS configured for identifying said customer by using customer data that is collected from a plurality of CCS channels and non-CCS channels whenever said customer interacts with said CCS.

17. The apparatus of claim 15, further comprising:

a data integration and analysis module for using said tying events to predict the intent of an identified customer for a current communication; and

said data integration and analysis module simultaneously checking with all other CCS channels to determine if the same customer is interacting with any of said other CCS channels concurrently and, if so, collecting information about said interaction.

18. The apparatus of claim 17, based on said collected information, said CCS configured for offering services to said customer in a current channel that are related to the interaction between said customer and said other channel.

19. The apparatus of claim 18, further comprising;

said CCS configured for determining if said customer can be better served by using another channel than that with which said customer is concurrently interacting and, if so, said CCS configured for offering integrated services to said customer by any of using both of said current channel and said other channel and diverting said customer from the channel with which said customer is concurrently interacting to said other channel.

20. The apparatus of claim 10, further comprising:

said CCS configured for collecting customer information from a customer'"'"'s interaction with Website of an enterprise, which is not part of a CCS channel;

said CCS configured for correlating the identity of said customer with identity information of customers that was previously obtained by said CCS across multiple CCS channels and non-CCS channels;

wherein if a match occurs, then said CCS configured for storing said collected customer information against customer information previously stored in a database.

21. The apparatus of claim 20, further comprising:

said CCS configured for identifying said customer when said customer interacts with said CCS;

said CCS configured for retrieving customer information that is stored against customer information previously stored in said database; and

said CCS configured for proactively offers products or services to said customer that are related to said customer activity over non-CCS channels.

22. The apparatus of claim 10, further comprising:

said CCS configured for using one channel for collecting all data related to said customer across all channels when said customer interacts with one channel of said CCS and, at a later point in time, the same customer interacts with another channel of said CCS;

said CCS configured for determining said customer'"'"'s requirements on said one channel based on said data collected from all other channels; and

said CCS configured for offering services or products to said customer accordingly.

23. The apparatus of claim 10, further comprising:

said CCS configured for using pay card usage data as a feed to tie sessions together; and

said CCS configured for correlating said pay card usage in a channel with any of accounting information, location, time, and product.

24. The apparatus of claim 10, further comprising:

said CCS configured for providing intelligent agent services to customers by inferring goals and interests of a customer in seeking out opportunities and information; and

said CCS configured for coordinating said intelligent agent services across multiple enterprises that said customer consumes.

25. The apparatus of claim 10, further comprising:

said CCS configured for augmenting verbal communication in an IVR with pertinent graphical images that are presented to said customer through a Web browser in a coincident Web session..

26. The apparatus of claim 10, further comprising:

said CCS configured for using a tying event to transfer customer identity to other channels in which customer was heretofore unidentified if the customer has been identified in any of the participating channels.

27. The apparatus of claim 26, wherein said tying events comprise any of:

“

me”

contact in a mobile phone or tablet;

PayPal®

or equivalent purchase for a particular product at a time and location;

SMS with an included Web link (URL) that contains a unique identifying parameter sent to the ANI of a caller;

email with an included Web link (URL) that contains a unique identifying parameter;

a Web page that asks a customer for the customer'"'"'s phone number to have an outgoing call to their phone initiated by an enterprise;

a Web link (URL) in an SMS with a landing Web page that asks a customer to tie an ongoing phone session to the Web session by entering a phone number;

a link (URL) to supplemental content with an identifying parameter (person id) encoded in social media, an email, an SMS, or an instant message;

a unique purchase identifier, reservation identifier, issue identifier, confirmation number, or order number provided by a customer to different channels;

checking or scanning a product code in store on a mobile device or kiosk with time and location correlated with purchase of the item, using a third party payment system;

asking for entry of a rendezvous code presented in one channel and entered by a customer in another channel;

ordering a reservation or service localized in time, and/or place, and/or for a specific product in one channel and correlating that with identified purchase activity; and

otherwise independent events on different channels or Web sites, correlated by time and location, or time and IP address.

28. A computer implemented method, comprising:

a processor receiving customer data via a multichannel communication network;

said processor receiving said customer data from said plurality of channels;

said processor applying said customer data in one or more channels based upon customer interaction in one or more other channels and personally identifying information (PII) in said one or more other channels by employing one or more ties between said one or more channels and said one or more other channels, said ties comprising any of;

ties between channel identifiers;

ties between a channel identifier and a PII;

ties between a non-PII property that appears in multiple channels; and

ties between a non-PII property that appears in a channel and a PII in an external system.