System and method for enhanced customer experience workflow
First Claim
1. A system for enhanced customer experience workflows, comprising:
- a packet-switched network-connected customer experience workflow integration server comprising at least a plurality of programming instructions stored in a memory and operating on a processor, the programming instructions configured to enhance customer experience comprising;
a plurality of workflows;
a plurality of interaction workflow events;
a plurality of connections from a plurality of external systems;
a plurality of customer profiles;
a data integration engine;
and, a business logic integration engine;
wherein the data integration engine is configured to receive at least a portion of the plurality of workflow events from at least one external system of the plurality of external systems;
wherein the data integration engine is further configured to analyze the plurality of workflow events to identify a plurality of specific keywords;
wherein upon identifying a first keyword, an execution trigger, corresponding to the first keyword, is configured to execute one or more actions;
wherein upon identifying a second keyword, a time-based trigger, corresponding to the second keyword, is configured to execute an event in a second workflow after a certain timeframe has passed;
wherein upon the second workflow being within a certain time window of execution, the time-based trigger halts execution of the second workflow;
and wherein the business logic integration engine is configured to;
perform an analysis on at least the portion of the interaction workflow events from the data integration engine;
modify one or more workflows based on the analysis;
store the modified one or more workflows in one or more customer profiles of the plurality of customer profiles.
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Accused Products
Abstract
A system for enhanced customer experience workflows, comprising a workflow integration server configured to receive at least a plurality of customer interaction information, and configured to produce at least a plurality of interaction workflow events based at least in part on at least a portion of the customer interaction information, and configured to transmit at least a portion of the interaction workflow events via a network; wherein at least a portion of the customer interaction information is received from a customer interaction system, and at least a portion of the interaction workflow events are produced automatically, and at least a portion of the customer interaction information is received while an interaction is in progress, and at least a portion of the workflow events are produced and transmitted while the interaction is in progress.
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Citations
8 Claims
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1. A system for enhanced customer experience workflows, comprising:
- a packet-switched network-connected customer experience workflow integration server comprising at least a plurality of programming instructions stored in a memory and operating on a processor, the programming instructions configured to enhance customer experience comprising;
a plurality of workflows; a plurality of interaction workflow events; a plurality of connections from a plurality of external systems; a plurality of customer profiles; a data integration engine; and, a business logic integration engine; wherein the data integration engine is configured to receive at least a portion of the plurality of workflow events from at least one external system of the plurality of external systems; wherein the data integration engine is further configured to analyze the plurality of workflow events to identify a plurality of specific keywords; wherein upon identifying a first keyword, an execution trigger, corresponding to the first keyword, is configured to execute one or more actions; wherein upon identifying a second keyword, a time-based trigger, corresponding to the second keyword, is configured to execute an event in a second workflow after a certain timeframe has passed; wherein upon the second workflow being within a certain time window of execution, the time-based trigger halts execution of the second workflow; and wherein the business logic integration engine is configured to;
perform an analysis on at least the portion of the interaction workflow events from the data integration engine;
modify one or more workflows based on the analysis;
store the modified one or more workflows in one or more customer profiles of the plurality of customer profiles. - View Dependent Claims (2, 3, 4)
- a packet-switched network-connected customer experience workflow integration server comprising at least a plurality of programming instructions stored in a memory and operating on a processor, the programming instructions configured to enhance customer experience comprising;
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5. A method for enhanced customer experience workflows, comprising:
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deploying a packet-switched network-connected customer experience workflow integration server comprising at least a plurality of programming instructions stored in a memory and operating on a processor, the programming instructions configured to enhance customer experience comprising the steps of; receiving a plurality of connections from a plurality of external systems; receiving, at a data integration engine, at least a portion of a plurality of interaction workflow events from one or more external systems of the plurality of external systems; analyzing the plurality of workflow events; identifying a plurality of specific keywords within the workflow events, wherein upon identifying a first keyword, configuring an execution trigger, corresponding to the first keyword, to execute one or more actions; wherein upon identifying a second keyword, configuring a time-based trigger, corresponding to the second keyword, to execute an event in a second workflow after a certain timeframe has passed;
wherein upon the second workflow being within a certain time window of execution, halting, by the time-based trigger, execution of the second workflow;receiving, at a business logic integration engine, a plurality of workflows from a customer relationship management system; receiving, at a business logic integration engine, a plurality of customer profiles from the customer relationship management system; performing, at the business logic integration engine, an analysis on at least the portion of the interaction workflow events from the data integration engine; modifying, at the business logic integration engine, one or more workflows based on the analysis; and, storing, by the business logic integration engine, the modified one or more workflows in one or more customer profiles of the plurality of customer profiles of the customer relationship management system. - View Dependent Claims (6, 7, 8)
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Specification