Multi-channel pivoting

• US 8,929,536 B2
• Filed: 08/30/2013
• Issued: 01/06/2015
• Est. Priority Date: 08/30/2012
• Status: Active Grant

• Current Assignee: Serenova LLC (Lifesize Communications Incorporated)
• Original Assignee: Liveops Incorporated
• Inventors: Mathur, Sanjay, Lawson, Kieron, McFarlane, Keith
• Primary Examiner(s): Hong, Harry S
• Application Number:
  US14/015,434
• Publication Number:
  US 20140064474A1
• Time in Patent Office: 494 Days
• Field of Search: 370/395.6, 370/395.51, 370/229, 370/235, 370/238, 370/461, 379/242, 379/243, 379/254, 379/265.01, 379/265.09, 379/265.11, 709/240, 709/242
• US Class Current: 379/265.09
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04M 2203/655 Combination of telephone service and social networking messaging within social networks H04L51/52
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 7/003 Click to dial services

Abstract

An method of pivoting a customer among synchronous and asynchronous communications channels during a communication session.

Claims

1. A computer-implemented method for pivoting a customer among synchronous and asynchronous communication channels during a communication session, comprising:

during a communication session with a customer, receiving via a communication connector a communication from the customer from a first communication channel, wherein the first communication channel is a public channel accessible and viewable by more than parties involved in the communication session;

automatically determining one or more eligible second communication channels based on data related to the customer, said eligible second communication channels including synchronous and asynchronous communication channels, wherein the second communication channels are private channels accessible by only the parties involved in the communication session;

enabling the customer to select one of the one or more eligible second communication channels during the communication session; and

automatically pivoting the customer from the first communication channel to the selected one of the one or more eligible second communication channels during the communication session.

2. The method of claim 1, wherein said need is determined automatically based on keyword analysis.

3. The method of claim 1, wherein said need is determined automatically based on business rules.

4. The method of claim 1, wherein said need is determined dynamically by an agent participating in the communication session.

5. The method of claim 1, wherein said need is determined based on at least one prior interaction with the customer.

6. The method of claim 1, wherein said data related to the customer includes a value score assigned to the customer.

7. The method of claim 6, wherein at least one synchronous channel becomes an eligible communication channel if the value score is higher than a threshold value.

8. The method of claim 6, wherein at least one asynchronous channel becomes an eligible communication channel if the value score is lower than a threshold value.

9. The method of claim 1, wherein said data related to the customer include data from at least one prior interaction with the customer.

10. The method of claim 1, further comprising displaying said determined one or more eligible communication channels to the customer.

11. The method of claim 1, wherein said pivoting is performed based on a customer input.

12. The method of claim 1, wherein said pivoting is performed automatically upon customer selection.

13. The method of claim 1, wherein said pivoting is undetectable by the customer.

14. A communications system for pivoting a customer among synchronous and asynchronous communication channels during a communication session, the system comprising:

a pivot offer module coupled to a customer database; and

a plurality of communication system connectors for connecting to public and private communication channels;

wherein the pivot offer module being configured to;

receive a communication from a customer during a communication session from a public channel through the communication connectors, wherein public channel accessible and viewable by more than parties involved in the communication session;

determine the customer'"'"'s value score based on data in the customer database;

offering one or more eligible private communication channels to the customer through the communication system connectors, wherein the private communication channels are accessible by only the parties involved in the communication session;

receiving a response from the customer indicating a selection; and

pivoting the communication session from the public channel to one of the private channels based on the selection.

15. The system of claim 14, further comprising:

a work assignment module coupled to the pivot offer module;

wherein said work assignment module is configured to;

select a customer support agent; and

instruct the communication system connectors to connect the customer support agent to the customer via a telephone system.