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CONTEXT-BASED ASSIGNMENT OF CUSTOMER SERVICE AGENTS

  • US 20180357648A1
  • Filed: 06/07/2017
  • Published: 12/13/2018
  • Est. Priority Date: 06/07/2017
  • Status: Active Grant
First Claim
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1. A process comprising:

  • displaying to a user other than a recipient of an email, by a computer system, the email, the email comprising a plurality of sections;

    associating, by the computer system, the plurality of sections with a plurality of agents, wherein each section from the plurality of sections is associated with at least one agent from the plurality of agents;

    receiving, by the computer system, input indicating a plurality of selected sections from among the plurality of sections;

    embedding, by the computer system, a respective background script in the email for each of the selected sections, each background script being launchable after the recipient opens the email, each background script, when launched, for;

    detecting which section from the plurality of sections the recipient is accessing;

    fetching contact information for the at least one agent associated with the section that the recipient is accessing;

    determining one or more communication media to contact the at least one agent associated with the section that the recipient is accessing; and

    activating the one or more communication media to contact the at least one agent based on the section that the recipient is accessing.

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