Customer service contact

• US 8,886,604 B2
• Filed: 09/20/2010
• Issued: 11/11/2014
• Est. Priority Date: 09/20/2010
• Status: Active Grant

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Inventors: Vasquez, Juan, Desai, Prashant
• Primary Examiner(s): To, Baoquoc N
• Application Number:
  US12/885,755
• Publication Number:
  US 20120072440A1
• Time in Patent Office: 1,513 Days
• Field of Search: 707/636
• US Class Current: 707/636
• CPC Class Codes: G06Q 30/0615 Anonymizing

Abstract

A method may include receiving session control protocol messages to establish a session between a workstation and a user device. The session control protocol messages may include context information. The context information may include a browser history associated with the user of the user device. The method may further include establishing the session between the workstation and the user device. Further, the method may include displaying information on a display for an operator of the workstation, wherein the displayed information is based on the received context information.

Claims

1. A computer-implemented method comprising:

receiving one or more session signaling protocol messages to establish a session between a workstation and a user device, wherein the one or more session signaling protocol messages include context information, wherein the context information includes a browser history indicating one or more web sites visited by a user of the user device with a browser, wherein the user visited the one or more web sites before the receiving of the one or more session signaling protocol messages including the context information;

establishing the session between the workstation and the user device; and

displaying information on a display for an operator of the workstation, wherein the displayed information is based on the received context information, and wherein the displayed information indicates the browser history indicting web sites visited by the user.

2. The computer-implemented method of claim 1, further comprising:

determining sale opportunities based on the context information; and

displaying the sale opportunities for the operator of the workstation.

3. The computer-implemented method of claim 1, wherein the context information includes a chat history of a communication between the user and another operator.

4. The computer-implemented method of claim 1, wherein the context information includes a meaning of communications in the session between the user and the operator of the workstation.

5. The computer-implemented method of claim 1, wherein establishing the session between the workstation and the user device includes:

selecting, based on the context information, one of a plurality of workstations; and

establishing the session between the user device and the one of the plurality of workstations.

6. The computer-implemented method of claim 5, wherein selecting the one of the plurality of workstations includes:

querying a database to determine the one of the plurality of workstations manned by an operator with requisite experience to handle the session; and

selecting the one of the plurality of workstations based on the querying of the database.

7. The computer-implemented method of claim 1, wherein a first workstation includes the workstation and a first session includes the established session, the method further comprising:

receiving one or more signaling protocol messages to establish a second session between a second workstation and the user device, wherein the one or more signaling protocol messages include information indicating the context information and additional context information.

8. The computer-implemented method of claim 7, wherein the additional context information includes a chat history between the operator of the first workstation and the user.

9. The computer-implemented method of claim 7, wherein a plurality of workstations includes the first workstation and the second workstation, wherein the context information or the additional context information includes a count of a number of sessions established between any of the plurality of workstations and the user device.

10. The method of claim 1, wherein the signaling protocol messages include session initiation protocol (SIP) messages, and wherein the context information including the browser history indicating web sites visited by the user is included in a header in one or more of the SIP messages.

11. A computer-implemented method comprising:

receiving one or more session signaling protocol messages to establish a session between one of a plurality of workstations and a user device, wherein the one or more session signaling protocol messages to establish the session include context information indicating a meaning of communications between an operator of the one of the plurality of workstations and a user of the user device in the session to be established by the one or more session signaling protocol messages,

wherein the one or more session signaling protocol messages includes one or more session initiation protocol (SIP) messages, and wherein the context information indicating the meaning of the session is stored in one or more headers of the one or more SIP messages; and

establishing the session between the one of the plurality of workstations and the user device.

12. The computer-implemented method of claim 11, wherein the context information includes a chat history or a browser history associated with a user of the user device, and wherein the chat history is stored in one or more headers of the one or more SIP messages.

13. The computer-implemented method of claim 11, wherein establishing the session between the one of the plurality of workstations includes establishing the session based on the context information.

14. The computer-implemented method of claim 13, further comprising:

querying a database to determine, based on the context information, the one of the plurality of workstations manned by an operator with experience to handle the session; and

selecting the one of the plurality of workstations based on the querying of the database, wherein establishing the session includes establishing the session between the selected one of the plurality of workstations and the user device.

15. The computer-implemented method of claim 14, further comprising displaying information indicating the context information on a display for an operator of the workstation.

16. A system comprising:

a workstation comprising a display; and

a network device comprising;

a transceiver to receive one or more signaling protocol messages to establish a session between the workstation and a user device, wherein the one or more signaling protocol messages include context information, wherein the context includes a browser history associated with a user of the user device, wherein the browser history indicates one or more web sites visited by the user in a browser, wherein the user visited the one or more web sites before the receiving of the one or more session signaling protocol messages including the context information, and

a processor to establish the session between the workstation and the user device,

wherein the display of the workstation is configured to display the context information, including the browser history, for an operator to view.

17. The system of claim 16, wherein the context information indicates a meaning of intended communications, in the session, between the user of the user device and an operator associated with the workstation.

18. The system of claim 17, further comprising a plurality of workstations, wherein the processor selects, based on the context information, one of the plurality of workstations for establishing the session and establishes the session between the selected one of the plurality of workstations and the user device.

19. The system of claim 18, further comprising:

a storage device including a database to store experience information associated with each of a plurality of operators associated with a corresponding one of the plurality of workstations; and

wherein the processor selects the one of the plurality of workstations based on the experience information associated with the plurality of operators.

20. The system of claim 16, wherein a first workstation includes the workstation and a first session includes the established session, wherein the transceiver is further configured to receive one or more signaling protocol messages to establish a second session between a second workstation and the user device, wherein the one or more signaling protocol messages include information indicating the context information and additional context information.

21. The system of claim 20, wherein a plurality of workstations includes the first workstation and the second workstation, wherein the context information or the additional context information includes a count of a number of sessions established between any of the plurality of workstations and the user device.

22. The system of claim 16, wherein the signaling protocol messages include session initiation protocol (SIP) messages, and wherein the context information including the browser history indicating the web sites visited by the user is included in a header in one or more of the SIP messages.