METHOD AND APPARATUS FOR OPTIMIZING CUSTOMER SERVICE ACROSS MULTIPLE CHANNELS
First Claim
Patent Images
1. A computer-implemented method for user Web containment, comprising:
- for a user on a particular Web page in a multi-channel system comprising each of a call channel, a chat channel, a self-service channel, and an assisted self-service channel, providing, by a Web containment processor, a Web containment strategy; and
said Web containment strategy automatically, with or without involving an agent, causing said user on said particular Web page to stay on said Web page and not switch to a call channel when said Web containment strategy is successful;
said causing being effected by any of;
inviting the user to said chat channel;
presenting the user with self-service opportunities on said self-service channel; and
presenting the user with assisted self-service opportunities on said assisted self-service channel.
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Abstract
A method and apparatus for a computer-implemented technique for maximizing customer satisfaction and first call resolution, including converting telephone calls into online chats, while minimizing cost is provided. Techniques for incorporating analytics as applied to customer data into particular strategies for call deflection, targeting particular individuals to increase chat acceptance rate, and computing a customer'"'"'s wait time are also provided.
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Citations
23 Claims
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1. A computer-implemented method for user Web containment, comprising:
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for a user on a particular Web page in a multi-channel system comprising each of a call channel, a chat channel, a self-service channel, and an assisted self-service channel, providing, by a Web containment processor, a Web containment strategy; and said Web containment strategy automatically, with or without involving an agent, causing said user on said particular Web page to stay on said Web page and not switch to a call channel when said Web containment strategy is successful; said causing being effected by any of; inviting the user to said chat channel; presenting the user with self-service opportunities on said self-service channel; and presenting the user with assisted self-service opportunities on said assisted self-service channel. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. An apparatus for effecting user Web containment, comprising:
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for a user on a particular Web page in said multi-channel system comprising each of a call channel, a chat channel, a self-service channel, and an assisted self-service channel, a Web containment processor configured for executing a Web containment strategy; said Web containment strategy automatically, with or without involving an agent, causing said user on said particular Web page to stay on said Web page and not switch to a call channel when said Web containment strategy is successful; and said Web containment processor configured for executing any of; inviting the user to said chat channel; presenting the user with self-service opportunities on said self-service channel; and presenting the user with assisted self-service opportunities on said assisted self-service channel. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
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17. A computer implemented method for user Web containment, comprising:
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gathering call data; identifying top call drivers; identifying Web journeys that correspond to each particular call driver; once unique Web journeys for each call driver are identified, computing Web traffic on call driver pages and on pages of corresponding Web journeys; using gathered Web analytic data and Web traffic data to identify visitor behavior on call driver-related pages; and based upon said identified visitor behavior on call driver-related pages, any of; inviting a user to a chat channel; presenting the user with self-service opportunities on a self-service channel; and presenting the user with assisted self-service opportunities on an assisted self-service channel. - View Dependent Claims (18, 19, 20, 21, 22, 23)
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Specification