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Agent-assisted and directed web-channel customer care apparatus, method, and computer program

  • US 8,972,507 B1
  • Filed: 01/21/2011
  • Issued: 03/03/2015
  • Est. Priority Date: 01/21/2011
  • Status: Active Grant
First Claim
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1. A computer-implemented method, comprising:

  • receiving, from a first device, an inbound message via an inbound messaging channel;

    determining, by a multimodal application, a type of the inbound messaging channel;

    creating a web session utilizing a web session server based on the type of the inbound messaging channel;

    receiving a session identification from the web session server;

    transmitting a unique identifier to the first device in order for a second device to connect to an agent device via a web session;

    directing a user, by the multimodal application, to an appropriate web channel based on the type of the inbound messaging channel; and

    simultaneously maintaining communications with the first and second device via the inbound messaging channel and the web session.

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