Channel director for cross-channel customer interactions
First Claim
1. A method for managing the cross-channel interactions of a customer, comprising:
- identifying a first interaction on a first channel and a second interaction on a second channel, wherein the first and second channels are different channels;
identifying a customer associated with the interactions, wherein the interactions are occurring concurrently;
recording a dialogue corresponding to the first and second interactions;
using the dialogue to modify at least one of the interactions;
identifying a first subject matter associated with the first interaction and a second subject matter associated with the second interaction;
connecting a first service provider to the first interaction based upon the first subject matter and the first channel;
connecting a second service provider to the second interaction based upon the second subject matter and the second channel;
enforcing a plurality of business policies for each of the channels and each of the interactions;
enforcing a plurality of customer profiles for each of the channels and each of the interactions; and
alerting the first service provider to take a plurality of actions with the customer based upon the first interaction, the first channel, the first subject matter, the business policies, and the customer profiles.
2 Assignments
0 Petitions
Accused Products
Abstract
Methods and an apparatus are provided for directing and managing cross-channel interactions with a customer. A customer makes multiple contacts with a business over first and second channels. These contacts are electronically represented as first and second interactions which are recorded in a single dialogue. The dialogue is evaluated so as to modify at least one of the interactions or channels. Further, a business service provider is connected to an interaction based upon the subject matter of the interaction and the channel over which the interaction is occurring. A service provider'"'"'s actions with a customer are validated based upon such things as business policy, customer profile, customer privacy, channels, the skill set of the service provider, and the subject matter of the interactions. A service provider may also extract from a customer profile database a customer with whom an interaction is established.
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Citations
4 Claims
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1. A method for managing the cross-channel interactions of a customer, comprising:
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identifying a first interaction on a first channel and a second interaction on a second channel, wherein the first and second channels are different channels;
identifying a customer associated with the interactions, wherein the interactions are occurring concurrently;
recording a dialogue corresponding to the first and second interactions;
using the dialogue to modify at least one of the interactions;
identifying a first subject matter associated with the first interaction and a second subject matter associated with the second interaction;
connecting a first service provider to the first interaction based upon the first subject matter and the first channel;
connecting a second service provider to the second interaction based upon the second subject matter and the second channel;
enforcing a plurality of business policies for each of the channels and each of the interactions;
enforcing a plurality of customer profiles for each of the channels and each of the interactions; and
alerting the first service provider to take a plurality of actions with the customer based upon the first interaction, the first channel, the first subject matter, the business policies, and the customer profiles.
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2. An apparatus for managing cross-channel interactions between a customer and a business apparatus comprising:
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a plurality of devices interfaced to the customer;
means for identifying a first interaction on a first channel of one of the devices and a second interaction on a second channel of another of the devices, wherein the first and second channels are different channels;
means for recording a dialogue corresponding to the first interaction and the second interaction;
means for associating the customer with the first and second interactions, wherein the interactions are occurring concurrently;
means for using the dialogue to modify at least one of the interactions;
means for storing a customer profile associated with each of the interactions;
means for retrieving the customer profile associated with each of the interactions;
means for enforcing a plurality of business policies for each of the channels and each of the interactions;
means for enforcing the customer profiles for each of the channels and each of the interactions;
means for identifying a first subject matter associated with the first interaction and a second subject matter associated with the second interaction;
means for connecting a first service provider to the first interaction based upon the first subject matter and the first channel;
means for connecting a second service provider to the second interaction based upon the second subject matter and the second channel; and
means for alerting the service providers to take a plurality of actions with the customer based upon the interactions, the channels, the subject matters, the business policies and the customer profiles.
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3. A method for managing the cross-channel interactions of a customer while the interactions are occurring comprising:
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concurrently establishing a session including a first interaction on a first channel and a second interaction on a second channel, wherein the first and second channels are different channels;
identifying a customer associated with the interactions;
recording a dialogue associated with the first interaction and the second interaction during the session;
modifying at least one of the interactions using the dialogue before the session terminates;
storing a customer profile during the session;
retrieving the customer profile during the session;
enforcing a plurality of business policies for each of the channels and for each of the interactions during the session;
enforcing the customer profiles for each of the channels and for each of the interactions during the session;
identifying one of a plurality of subject matters associated with each of the interactions during the session;
connecting one of a plurality of service providers for each interaction based upon the subject matter associated with the interaction and the channel associated with the interaction during the session;
alerting one of a number of the service providers to take a plurality of actions with the customer based upon the interactions, the channels, the subject matters, the business policies and the customer profiles during the session.
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4. A method for connecting a customer interaction to a service provider based upon the interaction and the subject matter of the interaction comprising:
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concurrently establishing a first interaction on a first channel and a second interaction on a second channel with a customer, wherein the first and second channels are different channels;
identifying a first subject matter associated with the first interaction and a second subject matter associated with the second interaction;
selecting a first service provider for the first interaction based upon the first subject matter and the first channel;
selecting a second service provider for the second interaction based upon the second subject matter and the second channel;
connecting the first service provider to the customer through the first interaction;
connecting the second service provider to the customer through the second interaction;
enforcing a plurality of business policies for each of the channels and each of the interactions;
enforcing a plurality of customer profiles for each of the channels and each of the interactions;
alerting the first service provider to take a plurality of actions with the customer based upon the first interaction, the first channel, the first subject matter, the privacy policies, the business policies, and the customer profiles; and
alerting the second service provider to take a plurality of actions with the customer based upon the second interaction, the second channel, the second subject matter, the business policies, and the customer profiles.
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Specification