Systems and methods for customer contact
First Claim
Patent Images
1. A system for coordinating contact between a user and a service agent, the system comprising:
- a network-based service configured to generate a user interface for display to a user, the user interface comprising service agent information, wherein the service agent information comprises an availability of the service agent to communicate with the user;
a data store configured to temporarily store the service agent information for a fixed period of time; and
a contact service in communication with the network-based service, the contact service configured to;
receive an electronic request for service agent information from the network-based service;
obtain the service agent information from the data store when the electronic request is received within the fixed period of time;
obtain the service agent information from a contact distribution system when the electronic request is received after the fixed period of time, wherein the contact distribution system generates the service agent information by communicating with one or more service agents and determining the service agent information from one or more agent responses, and wherein the contact service is further configured to temporarily store at least part of the obtained service agent information in the data store for the fixed period of time; and
provide the obtained service agent information to the network-based service.
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Abstract
A user of a personal computing device may identify an item of interest displayed in a user interface provided by a network-based service and would like to obtain more information. The user may submit one or more electronic contact requests to a contact service in communication with a contact distribution system in order to obtain more information. The contact distribution system determines accurate, real-time availability of service agents and enables communications between the customer and an agent to be established in accordance with user contact information provided by the user.
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Citations
37 Claims
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1. A system for coordinating contact between a user and a service agent, the system comprising:
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a network-based service configured to generate a user interface for display to a user, the user interface comprising service agent information, wherein the service agent information comprises an availability of the service agent to communicate with the user; a data store configured to temporarily store the service agent information for a fixed period of time; and a contact service in communication with the network-based service, the contact service configured to; receive an electronic request for service agent information from the network-based service; obtain the service agent information from the data store when the electronic request is received within the fixed period of time; obtain the service agent information from a contact distribution system when the electronic request is received after the fixed period of time, wherein the contact distribution system generates the service agent information by communicating with one or more service agents and determining the service agent information from one or more agent responses, and wherein the contact service is further configured to temporarily store at least part of the obtained service agent information in the data store for the fixed period of time; and provide the obtained service agent information to the network-based service. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A system for coordinating contact between a user and a service agent, the system comprising:
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a data store configured to temporarily store service agent information for a fixed period of time; a contact service in communication with the data store, wherein the contact service is configured to; receive a request for service agent information; obtain the service agent information from the data store when the request is received within the fixed period of time; and respond to the request for service agent information with a response from a contact distribution system when the request is received after the fixed period of time, wherein the contact distribution system is configured to generate service agent information by communicating with one or more service agents and determine the service agent information from one or more agent responses. - View Dependent Claims (9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23)
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24. A computer-implemented method for coordinating contact between a user and a service agent, the method comprising:
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under control of one or more configured computer systems; receiving a request for service agent information; obtaining the service agent information from a data store when the request is received within a fixed period of time, wherein the data store is configured to temporarily store service agent information for the fixed period of time; generating the service agent information by communicating with one or more service agents when the request is received after the fixed period of time, wherein the service agent information is determined from one or more agent responses; associating the service agent information with the request for service agent information; and responding to the request with the generated service agent information. - View Dependent Claims (25, 26, 27, 28, 29, 30)
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31. A non-transitory computer-readable medium having encoded thereon instructions to coordinate contact between a user and a service agent, wherein the instructions, when executed by a computing apparatus, cause the computing apparatus to:
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receive a request for service agent information; obtain the service agent information from a data store when the request is received within a fixed period of time, wherein the data store is configured to temporarily store service agent information for the fixed period of time; generate the service agent information by communicating with one or more service agents when the request is received after the fixed period of time, wherein the service agent information is determined from one or more agent responses; associate the service agent information with the request for service agent information; and respond to the request with the generated service agent information. - View Dependent Claims (32, 33, 34, 35, 36, 37)
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Specification