Customer Communication System Including Service Pipeline

• US 20170017964A1
• Filed: 09/10/2015
• Published: 01/19/2017
• Est. Priority Date: 07/14/2015
• Status: Active Grant

• Current Assignee: Ujet, Inc.
• Original Assignee: Ujet, Inc.
• Inventors: Janefalkar, Anand, Kim, Hisun
• Granted Patent: US 10,108,965 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 21/31 User authentication
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04L 63/0861 using biometrical features, e.g. fingerprint, retina-scan cryptographic mechanisms or cryptographic arrangements for entity authentication using biological data H04L9/3231
• CPC Class Codes: H04L 63/108 when the policy decisions are valid for a limited amount of time
• CPC Class Codes: H04M 2203/6045 Identity confirmation
• CPC Class Codes: H04M 2203/6072 Authentication using challenger response
• CPC Class Codes: H04M 3/5133 Operator terminal details
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements
• CPC Class Codes: H04W 12/04 Key management, e.g. using generic bootstrapping architecture [GBA]
• CPC Class Codes: H04W 12/06 Authentication
• CPC Class Codes: H04W 12/71 Hardware identity

Abstract

A system for automatic authentication of service requests includes authentication of a remote access device. This authentication may be accomplished automatically prior to text or audio communication between a customer and a service agent. In some embodiments, authentication is accomplished automatically by authentication of the remote access device or accomplished by asking the customer questions. A single authentication of the remote access device may be used to authenticate a service request transferred between service agents. The authentication of the remote device may include, for example, use of a personal identification number, a fingerprint, a photograph, and/or a hardware identifier. Some embodiments include an intelligent pipeline configured for managing queues of customer service requests.

Claims

1. A customer relationship management system comprising:

authentication logic configured to automatically authenticate a source of a customer service request using digital identification data received from the source of the customer service request; and

pipeline logic including;

agent assignment logic configured to assign a customer service agent to a request pipeline,

sorting logic configured to place the customer service request into the request pipeline, and

ordering logic configured to maintain an order of customer service requests in the request pipeline.

2. The system of claim 1, wherein the digital identification data include biometric data.

3. The system of claim 1, wherein the agent assignment logic is configured to assign the customer service agent based on characteristics used to place customer service requests in the request pipeline.

4. The system of claim 3, wherein the characteristics include an account balance or a service request history.

5. The system of claim 1, wherein the agent assignment logic is configured to assign the customer service agent to multiple request pipelines.

6. The system of claim 1, wherein the sorting logic is configured to place the customer service request in the request pipeline based on the authentication of the source.

7. The system of claim 6, wherein the sorting logic is configured to place the customer service request in the request pipeline based on information that is only available because the source is authenticated.

8. The system of claim 6, wherein the sorting logic is configured to place the customer service request in the request pipeline based on a customer service request history.

9. The system of claim 6, wherein the sorting logic is configured to place the customer service request in the request pipeline based on an account balance.

10. The system of claim 1, wherein the ordering logic is configured to move the customer service request from the request pipeline to another request pipeline based on authentication of the source.

11. The system of claim 1, wherein the ordering logic is configured to give priority to customer service requests from an authenticated source.

12. The system of claim 1, wherein the pipeline logic further includes estimation logic configured to estimate an amount of time needed to provide a service requested in the customer service request.

13. The system of claim 1, wherein the pipeline logic further includes scheduling logic configured to schedule a call-back in response to the customer service request.

14. The system of claim 1, further comprising an advertising server, the advertising server being configured to select an advertisement based on information available because the source of the customer service request is authenticated.

15. The system of claim 1, further comprising an advertising server, the advertising server being configured to select an advertisement based on an account balance of a customer or a customer service request history.

16. A method of processing a customer service request, the method comprising:

receiving a customer service request;

authenticating a source of the customer service request;

selecting a request pipeline for placement of the customer service request in a request pipeline, the selection being based on the authentication of the source;

selecting an advertisement based on the authentication of the source; and

providing the service requested in the customer service, provision of the service being based on information only available because the source is authenticated.

17. The method of claim 16, wherein the selection of the request pipeline is based on information available because the source is authenticated.

18. The method of claim 17, wherein the information includes an account balance or a history of service requests.

19. The method of claim 16, wherein the selection of the advertisement is based on information available because the source is authenticated.

20. The method of claim 19, wherein the information includes an account balance or a history of service requests.