METHOD AND SYSTEM FOR ESTABLISHING A COMMUNICATION CHANNEL BETWEEN COMPUTING DEVICES IN A CUSTOMER CARE ENVIRONMENT

• US 20180013874A1
• Filed: 07/07/2016
• Published: 01/11/2018
• Est. Priority Date: 07/07/2016
• Status: Active Grant

• Current Assignee: Conduent Business Services, LLC (Conduent, Inc.)
• Original Assignee: Conduent Business Services, LLC (Conduent, Inc.)
• Inventors: Kotha, Surya Prakash, Nagarajan, Ramesh
• Granted Patent: US 10,084,903 B2
• Time in Patent Office: Days
• CPC Class Codes: G06Q 10/0633 Workflow analysis
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04M 1/72403 with means for local support of applications that increase the functionality
• CPC Class Codes: H04M 2201/18 Comparators
• CPC Class Codes: H04M 2203/254 where the visual mode comprises menus
• CPC Class Codes: H04M 3/42178 by downloading data to substation equipment
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• 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 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

The disclosed embodiments illustrate method and system for establishing a communication channel between computing devices in a customer care environment. The method includes receiving a first input from a customer-computing device associated with the customer. The received first input is compared with one or more pre-stored datasets. Based on the comparison, a plurality of options corresponding to each of a plurality of levels of one or more workflows is rendered on a user interface displayed on a display screen of the customer-computing device. A second input is received for one of the rendered plurality of options. The second input is representative of at least a preference of the customer for a service associated with a workflow. Based on at least the received second input, a communication channel is established between the customer-computing device and an agent-computing device associated with the customer care agent.

Claims

1. A method for establishing a communication channel between computing devices in a customer care environment, the method comprising:

receiving, by one or more transceivers at a computing server, a first input from a customer-computing device associated with a customer over a communication network, wherein the first input corresponds to numerical data;

comparing, by one or more comparators at the computing server, the received first input with one or more pre-stored datasets, wherein the one or more pre-stored datasets include at least a plurality of contact numbers associated with a plurality of entities, wherein each of the plurality of contact numbers is further associated with a one or more workflows;

rendering, by one or more processors at the computing server, a plurality of options corresponding to each of a plurality of levels of the one or more workflows, on a user interface displayed on a display screen of the customer-computing device, based on the comparison;

receiving, by the one or more transceivers at the computing server, a second input, for one of the rendered plurality of options corresponding to each of the plurality of levels of the one or more workflows, from the customer-computing device over the communication network, wherein the received second input is representative of at least a preference of the customer for a service of one or more services associated with a workflow of the one or more workflows; and

establishing, by the one or more processors at the computing server, the communication channel between the customer-computing device and an agent-computing device associated with a customer care agent over the communication network based on at least the received second input.

2. The method of claim 1, wherein each of the plurality of contact numbers in a set of pre-stored data corresponds to a customer care helpdesk associated with an entity, wherein the customer care helpdesk includes one or more agent-computing devices associated with one or more customer care agents.

3. The method of claim 1, wherein the rendering of the plurality of options corresponding to each of a plurality of levels of the one or more workflows, on the user interface corresponds to the service of the one or more services, associated with the workflow of the one or more workflows.

4. The method of claim 1, wherein the plurality of options corresponding to each of the plurality of levels of the one or more workflows are rendered in a sequence defined by an entity, wherein rendering of one or more options corresponding to a level of the one or more workflows is based on the received second input pertaining to previous one or more options corresponding to a previous level of the one or more workflows.

5. The method of claim 1, wherein the communication channel is established between the customer-computing device and the agent-computing device over the communication network, when the received second input is representative of at least a selection of an option, from a plurality of options corresponding to one of the plurality of levels of the one or more workflows, that corresponds to an initiation of a communication with the customer care agent.

6. The method of claim 1 further comprising selecting, by the one or more processors, multimedia content item associated with an entity and based on the second input, from a set of multimedia content items associated with the plurality of entities, based on the received second input.

7. The method of claim 6 further comprising rendering, by the one or more processors, the selected multimedia content item on the user interface based on the service associated with the workflow corresponding to which the second input is received.

8. The method of claim 1 further comprising storing, by the one or more processors, the one or more workflows associated with the received first input in a local memory of the customer-computing device.

9. The method of claim 1 further comprising connecting, by the one or more processors, with an interactive voice response system of a customer care helpdesk associated with an entity for the rendering of the plurality of options, wherein the customer care helpdesk includes one or more agent-computing devices associated with one or more customer care agents.

10. A system for establishing a communication channel between computing devices in a customer care environment, the method comprising:

one or more processors configured to;

receive a first input from a customer-computing device associated with a customer over a communication network, wherein the first input corresponds to numerical data;

compare the received first input with one or more pre-stored datasets, wherein the one or more pre-stored datasets include at least a plurality of contact numbers associated with a plurality of entities, wherein each of the plurality of contact numbers is further associated with one or more workflows;

render a plurality of options corresponding to each of a plurality of levels of the one or more workflows, on a user interface displayed on a display screen of the customer-computing device, based on the comparison;

receive a second input, for one of the rendered plurality of options corresponding to each of the plurality of levels of the one or more workflows, from the customer-computing device over the communication network, wherein the received second input is representative of at least a preference of the customer for a service of one or more services associated with a workflow of the one or more workflows; and

establish the communication channel between the customer-computing device and an agent-computing device associated with a customer care agent over the communication network based on at least the received second input.

11. The system of claim 10, wherein each of the plurality of contact numbers in a set of pre-stored data corresponds to a customer care helpdesk associated with an entity, wherein the customer care helpdesk includes one or more agent-computing devices associated with one or more customer care agents.

12. The system of claim 10, wherein the rendering of the plurality of options corresponding to each of a plurality of levels of the one or more workflows, on the user interface corresponds to the service of the one or more services, associated with the workflow of the one or more workflows.

13. The system of claim 10, wherein the plurality of options corresponding to each of the plurality of levels of the one or more workflows are rendered in a sequence defined by an entity, wherein rendering of one or more options corresponding to a level of the one or more workflows is based on the received second input pertaining to previous one or more options corresponding to a previous level of the one or more workflows.

14. The system of claim 10, wherein the communication channel is established between the customer-computing device and the agent-computing device over the communication network, when the received second input is representative of at least a selection of an option, from a plurality of options corresponding to one of the plurality of levels of the one or more workflows, that corresponds to an initiation of a communication with the customer care agent.

15. The system of claim 10, wherein the one or more processors are configured to select multimedia content item associated with an entity, from a set of multimedia content items associated with the plurality of entities, based on the received second input.

16. The system of claim 15, wherein the one or more processors are configured to render the selected multimedia content item on the user interface based on the service associated with the workflow corresponding to which the second input is received.

17. The system of claim 10, wherein the one or more processors are configured to store the one or more workflows associated with the received first input in a local memory of the customer-computing device.

18. The system of claim 10, wherein the one or more processors are configured to connect with an interactive voice response system of a customer care helpdesk associated with an entity for the rendering of the plurality of options, wherein the customer care helpdesk includes one or more agent-computing devices associated with one or more customer care agents.

19. A computer program product for use with a computer, the computer program product comprising a non-transitory computer readable medium, wherein the non-transitory computer readable medium stores a computer program code for establishing a communication channel between computing devices in a customer care environment, wherein the computer program code is executable by one or more processors in a computing device to:

receive a first input from a customer-computing device associated with a customer over a communication network, wherein the first input corresponds to numerical data;

compare the received first input with one or more pre-stored datasets, wherein the one or more pre-stored datasets include at least a plurality of contact numbers associated with a plurality of entities, wherein each of the plurality of contact numbers is further associated with one or more workflows;

render a plurality of options corresponding to each of a plurality of levels of the one or more workflows, on a user interface displayed on a display screen of the customer-computing device, based on the comparison;

receive a second input, for one of the rendered plurality of options corresponding to each of the plurality of levels of the one or more workflows, from the customer-computing device over the communication network, wherein the received second input is representative of at least a preference of the customer for a service of one or more services associated with a workflow of the one or more workflows; and

establish the communication channel between the customer-computing device and an agent-computing device associated with a customer care agent over the communication network based on at least the received second input.