Tracing and asynchronous communication network and routing method
First Claim
1. A system for discontinuous communication in a customer service platform, comprising:
- a host device comprising a processor configured to execute at least a conversation service, a trace service, and a routing service, the host device configured to be operatively coupled, via a network, to (1) a client device having a processor configured to execute an application or a web browser having a client interface and (2) an agent device having a processor configured to execute an application or a web browser having an agent interface; and
a database configured to store a conversation record, a trace record, and a client case,the host device configured to receive, via a first communication mode, a first communication including a request for live agent support at a first time from the client device or the agent device,the host device configured to receive, via a second communication mode, a second communication from the client device or the agent device, the second communication being received at a second time which is later than and independent of the first time,the host device configured to relate the first communication and the second communication to the client case and store the client case in the database,wherein the client device and the agent device remain accessible to each other via the client interface and the agent interface,wherein before receiving the first communication at the first time, the host device is configured to execute an automation stage that includes checking if a session ID associated with the client device exists, and if no session ID associated with the client device exists then generating a session ID associated with the client device, executing a conversation service that creates a new conversation instance related to the session ID, and executing a trace service that creates a new trace instance related to the session ID,wherein in response to the request for live agent support, the host device is configured to execute an engagement stage that includes checking to see if an identifier of the client device is in an agent work list and if not, then creating a client case, linking the session ID to the client case, assigning the client case to an agent, and adding the client case to an agent work list.
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Accused Products
Abstract
A system and method for asynchronous conversation routing and tracing that allows a client and agent to connect and reconnect to one another over a discontinuous engagement. The system and method facilitate this by allowing multiple methods of communication between the client and agent, including live communications and out-of-band communications. All communications between a client and agent are tied to a client case accessible by the agent, and the client case can include context and environmental data to further assist the agent or to route a customer service call to an appropriate agent. At any time, the client or agent can send out-of-band messages to one another to advance the customer service process, or the client or agent can seek to re-establish live communication with each other. This provides the client with a consistent point of contact not easily supportable with phone based call centers where support is single-threaded.
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Citations
19 Claims
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1. A system for discontinuous communication in a customer service platform, comprising:
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a host device comprising a processor configured to execute at least a conversation service, a trace service, and a routing service, the host device configured to be operatively coupled, via a network, to (1) a client device having a processor configured to execute an application or a web browser having a client interface and (2) an agent device having a processor configured to execute an application or a web browser having an agent interface; and a database configured to store a conversation record, a trace record, and a client case, the host device configured to receive, via a first communication mode, a first communication including a request for live agent support at a first time from the client device or the agent device, the host device configured to receive, via a second communication mode, a second communication from the client device or the agent device, the second communication being received at a second time which is later than and independent of the first time, the host device configured to relate the first communication and the second communication to the client case and store the client case in the database, wherein the client device and the agent device remain accessible to each other via the client interface and the agent interface, wherein before receiving the first communication at the first time, the host device is configured to execute an automation stage that includes checking if a session ID associated with the client device exists, and if no session ID associated with the client device exists then generating a session ID associated with the client device, executing a conversation service that creates a new conversation instance related to the session ID, and executing a trace service that creates a new trace instance related to the session ID, wherein in response to the request for live agent support, the host device is configured to execute an engagement stage that includes checking to see if an identifier of the client device is in an agent work list and if not, then creating a client case, linking the session ID to the client case, assigning the client case to an agent, and adding the client case to an agent work list. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. A discontinuous communication method, comprising:
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receiving a request to access a customer service platform from a client interface on a client device including at least a processor, a memory, the client interface, and a display; executing an automation stage on a host device, the automation stage including at least the steps of;
checking if a session identifier (ID) associated with the client device exists, and if no session ID associated with the client device exists then generating the session ID associated with the client device, creating a conversation instance related to the session ID, and creating a trace instance related to the session ID, wherein the host device comprises a memory;
a database; and
a processor;receiving at the host device a first communication at a first time comprising a request from the client device for live agent support; executing an engagement stage on the host device, the engagement stage including checking to see if an identifier of the client device is in an agent work list and if not, then creating a client case, linking the session ID to the client case, assigning the client case to an agent, and adding the client case to an agent work list; receiving at the host device a second communication at a second time from the client device or an agent device and transmitting the second communication to the other of the client device or the agent device, the second time being later than and independent from the first time; and associating the first communication and the second communication to the client case. - View Dependent Claims (18, 19)
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Specification