SYSTEM FOR REDUCING WAIT TIME FOR QUEUING CUSTOMERS
First Claim
1. A computer-implemented method for providing customer queuing management, the method comprising:
- at an application server, receiving a queuing request from a user when the user enters a queue;
sending a message to a user device of the user, the message containing a link to a web resource;
receiving a request from the user device to connect to the web resource;
sending a web page to the user device, the web page indicating the user'"'"'s position in the queue and including a prompt to initiate a live chat session;
receiving a request from the user device to initiate the live chat session with an agent; and
initiating the live chat session between the user and the agent to handle a request of the user.
1 Assignment
0 Petitions
Accused Products
Abstract
A method is provided for customer queuing management. At an application server, a queuing request may be received from a user when the user enters a queue. A message may be sent to a user device of the user. The message may contain a link to a web resource. A request to connect to the web resource may be received. A web page may be sent to the user device. The web page may indicate the user'"'"'s position in the queue and include a prompt to initiate a live chat session. A request may be received from the user device to initiate the live chat session with an agent and the live chat session between the user and the agent may be initiated to handle a request of the user. In addition, the web page may include targeted, highly personalized advertising based on user information.
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Citations
20 Claims
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1. A computer-implemented method for providing customer queuing management, the method comprising:
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at an application server, receiving a queuing request from a user when the user enters a queue; sending a message to a user device of the user, the message containing a link to a web resource; receiving a request from the user device to connect to the web resource; sending a web page to the user device, the web page indicating the user'"'"'s position in the queue and including a prompt to initiate a live chat session; receiving a request from the user device to initiate the live chat session with an agent; and initiating the live chat session between the user and the agent to handle a request of the user. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A system configured to provide customer queuing management, the system comprising:
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a network interface configured to receive and transmit network communications; one or more processors coupled to the network interface and configured to execute computer program instructions to; receive a queuing request from a user when the user enters a queue; send a message to a user device of the user, the message containing a link to a web resource; receive a request from the user device to connect to the web resource; send a web page to the user device, the web page indicating the user'"'"'s position in the queue and including a prompt to initiate a live chat session; receive a request from the user device to initiate the live chat session with an agent; and initiating the live chat session between the user and the agent to handle the request of the user. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A non-transitory computer readable storage media encoded with software comprising computer executable instructions and when the software is executed operable to:
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receive a queuing request from a user when the user enters a queue; send a message to a user device of the user, the message containing a link to a web resource; receive a request from the user device to connect to the web resource; send a web page to the user device, the web page indicating the user'"'"'s position in the queue and including a prompt to initiate a live chat session; receive a request from the user device to initiate the live chat session with an agent; and initiating the live chat session between the user and the agent to handle a request of the user. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification