Method for integrating client WEB history and call center history into a single interaction history accessible in real time

• US 7,827,290 B2
• Filed: 12/21/2006
• Issued: 11/02/2010
• Est. Priority Date: 12/21/2006
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Galvin, Brian, Perlmutter, S. Michael
• Primary Examiner(s): BARQADLE, YASIN M
• Application Number:
  US11/614,601
• Publication Number:
  US 20080154933A1
• Time in Patent Office: 1,412 Days
• Field of Search: 709201-207, 709217-219, 709223-229, 707 1- 4, 707/8, 707/10, 707/100, 707/104
• US Class Current: 709/228
• CPC Class Codes: G06F 16/2465 Query processing support for facilitating data mining operations in structured databases
• CPC Class Codes: G06F 16/285 Clustering or classification
• CPC Class Codes: G06F 16/9535 Search customisation based on user profiles and personalisation

Abstract

A method is provided for creating a portable history data record for a customer by integrating Web cookie data and telephone history data. The method includes the acts (a) retrieving and interpreting the Web cookie data, (b) retrieving and interpreting the telephone history data, (c) combining the data sets into a single data record eliminating redundant data, (d) formatting the data record for human or for machine interpretation, and (e) presenting the formatted data record to a point of service during or just ahead of an associated interaction event.

Claims

1. A system facilitating interaction between a customer and an enterprise, comprising:

a computerized service interface hosted by the enterprise for supporting a live interaction with the customer connecting to the system via a communication device;

a data server coupled to the computerized service interface, the data server executing a software instance; and

at least one data repository at the enterprise accessible to the data server, the data repository storing a telephone interaction history cookie file for each call between the customer and the enterprise and a separate web-browsing interaction history cookie file for each Web-browsing contact between the customer and the enterprise;

wherein, as a result of receiving a live interaction for the interface from the customer, upon request either from the interface, or from a router enabled to route the live transaction to the interface, the data server retrieves one or more of the telephone transaction history cookie files and one or more of the web-browsing history cookie files, combines the telephone and Web-browsing history cookie files into a single history cookie file associated with the customer, and provides the single cookie file to the computerized service interface.

2. The system of claim 1, wherein the computerized service interface enabled to support a live interaction with the customer is a computerized workstation manned by a live agent, and the live interaction is a voice or text interaction between the customer and the live agent.

3. The system of claim 2, wherein the live interaction is one of a chat session, a text message interaction, or a voice call.

4. The system of claim 1, wherein the computerized service interface is a Web interface and the live interaction is an interaction by the customer at a web site hosted by the enterprise.

5. The system of claim 4, wherein the single cookie file is machine readable.

6. The system of claim 3, wherein the single cookie file is human readable and displayable on a PC screen.

7. The system of claim 1, wherein the request is made by the router, and the arrival of the single cookie file at the service interface is prior to receiving the live interaction routed to the interface.

8. A method facilitating interaction between a customer and an enterprise, comprising the steps of:

(a) creating and storing, by an instance of software executing from a database at the enterprise, a telephone interaction history cookie file for each call between the customer and the enterprise;

(b) creating and storing, by the software, a web-browsing interaction history cookie file for each Web-browsing contact between the customer and the enterprise;

(c) receiving a live interaction from the customer via telephone call or Web-browsing contact at a routing server routing calls and web-browsing contacts to a computerized service interface at the enterprise;

(d) receiving a request for the stored interaction history from the computerized service interface enabled to support a live interaction with the customer connecting to the interface via a communication device, or from the router;

(e) retrieving and sending to the interface, as a result of the request, a single cookie file combining at least one of the stored telephone interaction history cookie files and at least one of the web-browsing history cookie files associated with the customer, wherein the combined cookie file is received at the interface prior to receiving the telephone call or Web-browsing contact.

9. The method of claim 8, wherein the computerized service interface enabled to support a live interaction with the customer is a computerized workstation manned by a live agent, and the live interaction is a voice or text interaction between the customer and the live agent.

10. The method of claim 9, wherein the live interaction-is one of a chat session, a text message interaction, or a voice call.

11. The method of claim 8, wherein the computerized service interface is a Web interface and the live interaction is an interaction by the customer at a web site hosted by the enterprise.

12. The method of claim 11, wherein the single cookie file is machine readable.

13. The method of claim 11, wherein the single cookie file is human readable and displayable on a PC screen.

14. The method of claim 8, wherein the request is made by the router, and the arrival of the single cookie file at the service interface is prior to the interaction routed to the interface.