Escalating online expert help

• US 7,523,082 B2
• Filed: 05/08/2006
• Issued: 04/21/2009
• Est. Priority Date: 05/08/2006
• Status: Active Grant

• Current Assignee: Alvaria Incorporated
• Original Assignee: Aspect Software Incorporated
• Inventors: Mohan, Prabhuram
• Primary Examiner(s): STARKS, WILBERT L
• Application Number:
  US11/429,774
• Publication Number:
  US 20070260587A1
• Time in Patent Office: 1,079 Days
• Field of Search: 706/465, 706/45, 705/8, 370/438
• US Class Current: 706/45
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Abstract

A method and apparatus for providing a human expert to answer a question from an agent in real time. The method includes the steps of identifying a plurality of human experts based upon a subject matter of the question, determining an availability of at least some of the plurality of identified experts and selecting an expert of the plurality of experts to answer the question in real-time based upon the subject matter and availability of the selected expert.

Claims

1. A method of providing a human expert to answer a question from an agent interacting with a customer in real time comprising:

receiving the question from the customer to the agent;

submitting the question to a search engine and the agent receiving information retrieved by the search engine based upon the question;

activating a second search to indentify in real-time a plurality of human experts best suited to answer the question based upon a subject matter of the question in response to the agent determining that the information retrieved is not sufficient to answer the question;

determining an availability of at least some of the plurality of identified experts; and

selecting an expert of the plurality of experts to answer the question in real-time based upon the subject matter and availability of the selected expert.

2. The method of providing the expert as in claim 1 wherein the step of selecting an expert further comprises connecting the selected expert and the agent.

3. The method of providing the expert as in claim 2 further comprising connecting the selected expert and agent via telephone.

4. The method of providing the expert as in claim 2 further comprising connecting the selected expert and the agent via a chat session.

5. The method of providing the expert as in claim 1 further comprising ordering the plurality of experts from best relative match to worst relative match based upon the matching of the question with the keyword list of each expert of the plurality of experts.

6. The method of providing the expert as in claim 1 wherein the step of determining an availability of each of the plurality of experts further comprises accessing an availability time schedule for each expert of the plurality of experts.

7. The method of providing the expert as in claim 1 wherein the availability time schedule further comprises a scheduling tool.

8. The method of providing the expert as in claim 1 wherein the step of determining an availability further comprises detecting a current activity of a currently occupied expert of the ordered plurality of experts, determining whether the current activity is a current activity that can be preempted, and preempting the current activity by terminating the current activity in favor of answering the question in response to determining that the current activity can be preempted.

9. The method of providing the expert as in claim 8 further comprising preempting the current activity of an expert of the plurality of experts based upon a priority of the call.

10. The method of providing the expert as in claim 9 wherein the preempted activity further comprises the expert using a computer.

11. The method of providing the expert as in claim 9 wherein the preempted activity further comprises the expert using a telephone.

12. An apparatus for providing a human expert to answer a question from an agent interacting with a customer in real time comprising:

means for receiving the question from the customer to the agent;

means for submitting the question to a search engine and for returning to the agent information retrieved by the search engine based upon the question;

means for activating a second search to identify in real-time a plurality of human experts best suited to answer the question based upon a subject matter of the question in response to the agent determining that the information retrieved is not sufficient to answer the question;

means for determining an availability of at least some of the plurality of identified experts; and

means for selecting an expert of the plurality of experts to answer the question in real-time based upon the subject matter and availability of the selected expert.

13. The apparatus for providing the expert as in claim 12 wherein the means for selecting further comprises means for connecting the selected expert and the agent.

14. The apparatus for providing the expert as in claim 13 wherein the means for connecting further comprises a telephone.

15. The apparatus for providing the expert as in claim 13 wherein the means for connecting further comprises a chat session.

16. The apparatus for providing the expert as in claim 12 further comprising means for ordering the plurality of experts from best relative match to worst relative match based upon the matching of the question with the keyword list of each expert of the plurality of experts.

17. The apparatus for providing the expert as in claim 12 wherein the means for determining an availability of each of the plurality of experts further comprises means for accessing an availability time schedule for each expert of the plurality of experts.

18. The apparatus for providing the expert as in claim 12 wherein the availability time schedule further comprises a scheduling tool.

19. The apparatus for providing the expert as in claim 12 wherein the means for determining an availability further comprises means for detecting a current activity of a currently occupied expert of the ordered plurality of experts and for determining whether the current activity is a current activity that can be preempted, and means for terminating the current activity in favor of answering the question in response to determining that the current activity can be preempted.

20. The apparatus for providing the expert as in claim 19 wherein the detected activity further comprises the expert using a computer.

21. The apparatus for providing the expert as in claim 20 wherein the detected activity further comprises the expert using a telephone.

22. An apparatus for providing a human expert to answer a question from an agent interacting with a customer in real time comprising:

an agent terminal that receives the question from the customer and permits the agent to submit the question to a search engine and receive information retrieved by the search engine based upon the question;

a matching processor that, when activated by the agent in response to the agent determining that the information retrieved is not sufficient to answer the question, identifies in real-time a plurality of human experts best suited to answer the question based upon a subject matter of the question;

a communication processor that determines an availability of at least some of the plurality of identified experts; and

an expert selection processor that selects an expert of the plurality of experts to answer the question in real-time based upon the subject matter and availability of the selected expert.

23. The apparatus for providing the expert as in claim 22 further comprising a ranking entry for each of the plurality of experts that is used for ordering the plurality of experts from best relative match to worst relative match based upon the matching of the question with the keyword list of each expert of the plurality of experts.

24. The apparatus for providing the expert as in claim 22 further comprising an scheduling tool that is accessed by the communication processor to determine an availability of at least some experts of the plurality of experts.

25. The apparatus for providing the expert as in claim 22 further comprising a search processor that detects a current activity of a currently occupied expert of the ordered plurality of experts, and determines whether the current activity is preemptable and wherein the selection processor terminates the current activity in favor of answering the question if the current activity is determined to be preemptable.

26. The apparatus for providing the expert as in claim 25 wherein the detected activity further comprises the expert using a computer.

27. The apparatus for providing the expert as in claim 25 wherein the detected activity further comprises the expert using a telephone.