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

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Kanade, Rajesh, Wadhwa, Jitendra
• Granted Patent: US 10,453,077 B2
• Time in Patent Office: Days
• CPC Class Codes: G06F 16/9558 Details of hyperlinks; Management of linked annotations
• CPC Class Codes: G06F 16/958 Organisation or management of web site content, e.g. publishing, maintaining pages or automatic linking
• CPC Class Codes: G06F 3/0488 using a touch-screen or digitiser, e.g. input of commands through traced gestures
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/018 Certifying business or products
• CPC Class Codes: G06Q 30/0609 Buyer or seller confidence or verification
• CPC Class Codes: G06Q 30/0613 Third-party assisted
• CPC Class Codes: G06Q 30/0617 Representative agent

Abstract

A computerized system determines when a viewer is viewing a certain portion of an electronic document. Depending on the portion of the document being viewed, the system determines whether various agents are available to assist the viewer and provides options to the viewer for communicating with one or more of the agents.

Claims

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.

2. The process of claim 1, wherein determining one or more communication media is one selected from the group consisting of:

determining whether the at least one agent associated with the section that the recipient is accessing is available for an online chat;

determining whether the at least one agent associated with the section that the recipient is accessing is available for a telephone call; and

determining whether the at least one agent associated with the section that the recipient is accessing is available by email.

3. The process of claim 2, wherein activating one or more communication media comprises:

displaying an online chat window between the recipient and the at least one agent associated with the section that the recipient is accessing in response to determining that the at least one agent associated with the section that the recipient is accessing is available for an online chat;

displaying a recipient-selectable telephone call icon for initiating a telephone call between the at least one agent associated with the section that the recipient is accessing and the recipient in response to determining that the at least one agent associated with the section that the recipient is accessing is available for a telephone call; and

displaying a recipient-selectable email icon for initiating an email message to the at least one agent associated with the section that the recipient is accessing, wherein the email message includes a reference to the first section.

4. The process of claim 1, wherein the plurality of sections comprises one selected from the group consisting of:

a section relating to sales;

a section relating to finance;

a section relating to business/organization;

a section related to legal;

a section related to human resource; and

a section relating to customer support; and

wherein the plurality of agents comprises one selected from the group consisting of;

a sales agent;

a finance agent;

a business/organization agent;

a legal agent;

a human resource agent; and

a customer support agent.

5. The process of claim 1, wherein associating the plurality of sections with a plurality of agents comprises associating a first section with a sales agent, and wherein fetching contact information comprises fetching contact information for the sales agent.

6. The process of claim 1, wherein associating the plurality of sections with a plurality of agents comprises associating a first section with a finance agent, and wherein fetching contact information comprises fetching contact information for the finance agent.

7. The process of claim 1, wherein associating the plurality of sections with a plurality of agents comprises associating a first section with a customer support agent, and wherein fetching contact information comprises fetching contact information for the customer support agent.

8. The process of claim 1, wherein detecting which section from the plurality of sections a recipient is accessing comprises a step selected from the group consisting of:

tracking cursor movement of the recipient;

tracking eye gaze of the recipient; and

tracking touch-screen activity by the recipient.

9. A process comprising:

displaying, by a computer system, an email having sections;

associating, by the computer system, each section with a corresponding agent, the corresponding agent comprising one or more individuals;

receiving, by the computer system, input indicating a plurality of selected sections from among the 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 a recipient opens the email, each background script, when launched, for;

detecting which section the recipient is accessing;

fetching contact information for the corresponding agent of the section the recipient is accessing;

determining a communication medium to contact the corresponding agent of the section the recipient is accessing; and

activating the communication medium to contact the corresponding agent of the section the recipient is accessing.

10. A system, comprising:

an email program for displaying, to a user other than a recipient of an email, the email, the email comprising sections;

a processor configured to associate each section with a respective agent;

the processor configured to receive input indicating a plurality of selected sections from among the sections of the email; and

the processor configured to embed 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 the recipient is accessing;

fetching contact information for the corresponding agent of the section the recipient is accessing;

determining an available communication medium to contact the corresponding agent of the section the recipient is accessing; and

activating the available communication medium to contact the corresponding agent of the section the recipient is accessing.

11. The system of claim 10, wherein any of the background scripts, when launched, further:

determines whether the corresponding agent is available for an online chat; and

displays an online chat window between the recipient and the corresponding agent in response to determining that the corresponding agent is available for an online chat.

12. The system of claim 10, wherein any of the background scripts, when launched, further:

determines whether the corresponding agent is available for a telephone call; and

displays a recipient-selectable telephone call icon for initiating a telephone call between the corresponding agent and the recipient in response to determining that the corresponding agent is available for a telephone call.

13. The system of claim 10, wherein any of the background scripts, when launched, further displays a recipient-selectable email launch icon for initiating an email message to the corresponding agent.

14. The system of claim 10, wherein the processor associates one of the sections with a sales agent.

15. The system of claim 10, wherein the processor associates one of the sections with a finance agent.

16. The system of claim 10, wherein the processor associates one of the sections with a customer support agent.

17. The system of claim 10, wherein determining an available communications medium is one selected from the group consisting of:

determining whether the corresponding agent is available for an online chat;

determining whether the corresponding agent is available for a telephone call;

determining whether the corresponding agent is available by email; and

any combination thereof.

18. The system of claim 10, wherein detecting which section the recipient is accessing comprises tracking cursor movement.

19. The system of claim 10, wherein detecting which section the recipient is accessing comprises tracking eye gaze.

20. The system of claim 10, wherein detecting which section the recipient is accessing comprises tracking touch-screen activity by the recipient.