SYSTEM AND METHOD FOR ANALYTICS WITH AUTOMATED WHISPER MODE

• US 20180007206A1
• Filed: 07/01/2016
• Published: 01/04/2018
• Est. Priority Date: 07/01/2016
• Status: Active Grant

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Klein, Reuben, Gilbert, Mazin E.
• Granted Patent: US 9,876,909 B1
• Time in Patent Office: Days
• CPC Class Codes: H04L 12/1827 Network arrangements for conference optimisation or adaptation
• CPC Class Codes: H04L 51/02 using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/1295 Details of dual tone multiple frequency signalling

Abstract

A first service session is facilitated via a packet switched network, wherein user equipment participates in a first interactive communication exchange with a first agent via a first interaction mode, wherein the first interactive communication exchange is based on a user inquiry. The first interactive communication exchange is monitored and a determination is made that a consultation service would facilitate resolution of the user inquiry. A service resource is associated with the first service session responsive to the determining that the consultation service would facilitate the resolution, wherein the service resource provides consultation to the first agent via a second interaction mode of the plurality of interaction modes, without exposing the consultation to the user equipment, and wherein the consultation elevates an experience level employed in the first service session towards resolution of the user inquiry. Other embodiments are disclosed.

Claims

1. A method, comprising:

facilitating, by a system comprising a processing system including a processor, a first interactive customer service session via an internet protocol network, wherein customer equipment participates in a first interactive communication exchange with a first customer service agent via a first interaction mode of a plurality of interaction modes, wherein the first interactive communication exchange is based on a customer inquiry;

monitoring, by the processing system, the first interactive communication exchange;

determining, by the processing system, that a consultation service would facilitate resolution of the customer inquiry based on the monitoring of the first interactive communication exchange; and

associating, by the processing system, a customer care service resource with the first interactive customer service session, responsive to the determining that the consultation service would facilitate a resolution of the customer inquiry,

wherein the customer care service resource provides the consultation service to the customer service agent via a second interaction mode of the plurality of interaction modes, without exposing the consultation service to the customer equipment, and

wherein the consultation service elevates an experience level employed in the first interactive customer service session towards the resolution of the customer inquiry.

2. The method of claim 1, wherein the plurality of interaction modes comprises voice, video, instant messaging, short message service (SMS), multimedia messaging service (MMS), hypertext, file transfer, data exchange or any combination thereof.

3. The method of claim 2, wherein the first interaction mode and the second interaction mode are different interaction modes of the plurality of interaction modes, and wherein the first interactive customer service session comprises a message exchange through Internet devices using Internet Protocol addresses.

4. The method of claim 1, wherein the customer care service resource comprises a live human agent and the second interaction mode comprises a voice exchange between the live human agent and the first customer service agent, without a voice exchange between the customer care service resource and the customer equipment.

5. The method of claim 1, wherein the first customer service agent comprises an automated virtual agent.

6. The method of claim 1, further comprising:

sharing, by the processing system, a customer record associated with the customer equipment with the customer care service.

7. The method of claim 1, wherein the first interactive communication exchange comprises a World Wide Web Consortium (W3C) Web Real Time Communications (Web RTC) application programming interface.

8. A system, comprising:

a processing system including a processor; and

a memory that stores executable instructions that, when executed by the processing system, facilitate performance of operations, comprising;

facilitating a first service session via a packet switched network, wherein user equipment participates in a first interactive communication exchange with a first agent via a first interaction mode of a plurality of interaction modes, wherein the first interactive communication exchange is based on a user inquiry;

monitoring the first interactive communication exchange;

determining that a consultation service would facilitate resolution of the user inquiry based on the monitoring of the first interactive communication exchange; and

associating a service resource with the first service session responsive to the determining that the consultation service would facilitate a resolution of the user inquiry,

wherein the service resource provides the consultation service to the first agent via a second interaction mode of the plurality of interaction modes, without exposing the consultation service to the user equipment, and

wherein the consultation service elevates an experience level employed in the first service session towards the resolution of the user inquiry.

9. The system of claim 8, wherein the plurality of interaction modes comprises voice, video, instant messaging, short message service (SMS), multimedia messaging service (MMS), hypertext, file transfer, data exchange or any combination thereof.

10. The system of claim 9, wherein the first interaction mode and the second interaction mode are different interaction modes of the plurality of interaction modes, and wherein the first service session comprises a message exchange through Internet devices using Internet Protocol addresses.

11. The system of claim 8, wherein the service resource comprises a live human agent and the second interaction mode comprises a voice exchange between the live human agent and the first agent, without a voice exchange between the service resource and the user equipment.

12. The system of claim 8, wherein the first agent comprises an automated virtual agent.

13. The system of claim 8, further comprising:

sharing, by the processing system, a user record associated with the user equipment with the service.

14. The system of claim 8, wherein the first interactive communication exchange comprises a World Wide Web Consortium (W3C) Web Real Time Communications (Web RTC) application programming interface.

15. A non-transitory machine-readable storage medium, comprising executable instructions that, when executed by a processing system including a processor, facilitate performance of operations, comprising:

facilitating a first service session via a packet switched network, wherein user equipment participates in a first interactive communication exchange with a first agent via a first interaction mode of a plurality of interaction modes, wherein the first interactive communication exchange is based on a user inquiry;

monitoring the first interactive communication exchange;

determining that a consultation service would facilitate resolution of the user inquiry based on the monitoring of the first interactive communication exchange; and

associating a service resource with the first service session responsive to the determining that the consultation service would facilitate a resolution of the user inquiry,

wherein the service resource provides the consultation service to the first agent via a second interaction mode of the plurality of interaction modes, without exposing the consultation service to the user equipment, and

wherein the consultation service elevates an experience level employed in the first service session towards the resolution of the user inquiry.

16. The non-transitory machine-readable storage medium of claim 15, wherein the plurality of interaction modes comprises voice, video, instant messaging, short message service (SMS), multimedia messaging service (MMS), hypertext, file transfer, data exchange or any combination thereof.

17. The non-transitory machine-readable storage medium of claim 16, wherein the first interaction mode and the second interaction mode are different interaction modes of the plurality of interaction modes, and wherein the first service session comprises a message exchange through Internet devices using Internet Protocol addresses.

18. The non-transitory machine-readable storage medium of claim 15, wherein the service resource comprises a live human agent and the second interaction mode comprises a voice exchange between the live human agent and the first agent, without a voice exchange between the service resource and the user equipment.

19. The non-transitory machine-readable storage medium of claim 15, wherein the first agent comprises an automated virtual agent.

20. The non-transitory machine-readable storage medium of claim 15, wherein the first interactive communication exchange comprises a World Wide Web Consortium (W3C) Web Real Time Communications (Web RTC) application programming interface.