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Contact advocate

  • US 9,571,644 B2
  • Filed: 11/20/2013
  • Issued: 02/14/2017
  • Est. Priority Date: 11/20/2013
  • Status: Active Grant
First Claim
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1. A method of facilitating contact center operations, the method comprising:

  • receiving a communication from a customer of a contact center, wherein the communication from the customer is a posting on a social media website;

    based on the received communication, invoking, by a microprocessor, a contact center advocate on behalf of the customer, wherein the contact center advocate functions as a proxy for the customer within the contact center by communicating with components of the contact center on behalf of the customer, obtaining information from the components of the contact center on behalf of the customer, and communicating the information obtained from the components of the contact center to the customer without requiring human agent assistance or intervention after the posting on the social media web site;

    storing data specific to the customer at the contact center advocate that comprises a communication history for the customer and an order history for the customer;

    subscribing, by the contact center advocate, to one or more contact center events based on one of (i) information contained in the received communication or (ii) information known within the contact center about the customer;

    receiving information regarding the one or more contact center events at the contact center advocate, wherein the information is received at the contact center advocate based on the contact center advocate subscribing to the one or more contact center events;

    updating the data specific to the customer stored at the contact center advocate to include information describing the one or more contact center events; and

    performing a function on the received information with the contact center advocate, wherein the performed function on the received information comprises automatically generating a new work item in the contact center on behalf of the customer and wherein the new work item is for a contact center agent to initiate a voice call to the customer to address the posting on the social media website.

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