Tracing and asynchronous communication network and routing method

• US 9,641,684 B1
• Filed: 12/22/2016
• Issued: 05/02/2017
• Est. Priority Date: 08/06/2015
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Hibbard, Michael, Dellostritto, James J.
• Primary Examiner(s): NGUYEN, QUYNH H
• Application Number:
  US15/388,471
• Publication Number:
  US 20170104876A1
• Time in Patent Office: 131 Days
• Field of Search: 37926509, 709206
• CPC Class Codes: H04L 65/1083 In-session procedures
• CPC Class Codes: H04M 2201/22 Synchronisation circuits
• CPC Class Codes: H04M 2203/404 Collaboration among agents
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 2203/558 Databases
• 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 3/52 Arrangements for routing dead number calls to operators
• CPC Class Codes: H04M 3/523 with call distribution or queueing

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.

Claims

1. A non-transitory processor-readable medium storing code representing instructions to be executed by a processor, the code comprising code to cause the processor to:

receive, at a first time and via an asynchronous communication mode, a first network communication from an electronic device of a user, the first network communication being associated with a customer service transaction;

identify whether a session identifier associated with the electronic device of the user is within a database, and if the session identifier associated with the electronic device of the user is not within the database, generate the session identifier associated with the electronic device of the user;

select a first agent from a set of agents based on the first network communication and a set of characteristics stored as associated with the first agent in a database;

route the first network communication to an electronic device of the first agent based on the selecting the first agent;

update a set of asynchronous communication sessions of a work list of the first agent to include the session identifier associated with the electronic device of the user, the work list of the first agent includes an indication of the set of asynchronous communication sessions and an indication of a set of live communication sessions actively assigned to the first agent, the work list including an indication of the first network communication and a context of the customer service transaction as associated with the session identifier associated with the electronic device of the user;

receive, at a second time after the first time, a request to initiate a communication with the first agent via a live communication mode;

route the request to a second agent based on a number of live communication sessions from the set of live communication sessions actively assigned to the first agent at the second time being greater than a threshold; and

update a set of live communication sessions of a work list of the second agent to include the session identifier associated with the electronic device of the user.

2. The non-transitory processor-readable medium of claim 1, wherein the code to cause the processor to select the first agent includes code to cause the processor to select the first agent based on context information of the user, the context information includes at least one of usage data, local sensor data or external sensor data.

3. The non-transitory processor-readable medium of claim 1, wherein the asynchronous communication mode is a text message communication mode and the live communication mode is a live chat communication mode.

4. The non-transitory processor-readable medium of claim 1, further comprising code to cause the processor to:

store in a database transactions, changes, dialogues and messages associated with the session identifier associated with the electronic device of the user.

5. The non-transitory processor-readable medium of claim 1, further comprising code to cause the processor to:

store, after the first time and before the second time, a status identifier associated with the session identifier associated with the electronic device of the user in the work list of the first agent to define a state associated with the customer service transaction prior to the second time,

the code to cause the processor to update includes code to cause the processor to update the set of live communication sessions of the work list of the second agent such that the second agent can access the status identifier.

6. The non-transitory processor-readable medium of claim 1, wherein the code to cause the processor to select the first agent includes code to cause the processor to select the first agent based on context information received from sensors of the electronic device of the user.

7. An apparatus, comprising:

a memory; and

a processor operatively coupled to the memory, the processor configured to receive a first network communication from an electronic device via an asynchronous communication mode, the processor configured to identify whether a session identifier associated with the electronic device is within a database, and if the session identifier associated with the electronic device is not within the database, generate the session identifier associated with the electronic device of the user;

the processor configured to identify a user associated with the first network communication, the processor configured to identify context information associated with the user,

the processor configured to select a first agent from a set of agents based on at least a portion of the context information matching at least one characteristic of the first agent, the processor configured to route the first network communication to an electronic device of the first agent in response to selecting the first agent from the set of agents such that the first agent communicates with the user via the asynchronous communication mode during a time period,

the processor configured to receive, from the user and at a first time after and independent of the time period, a second network communication from the electronic device via a live communication mode,

when a workload associated with the first agent does not meet a criterion, the processor configured to provide an option to the user to either (1) route the second network communication to an electronic device of a second agent such that the second agent engages in communication with the user via the live communication mode or (2) place the second network communication in a queue of the electronic device of the first agent such that the first agent engages in communication with the user via the live communication mode at a second time after the first time.

8. The apparatus of claim 7, wherein the workload associated with the first agent meets the criterion at the second time.

9. The apparatus of claim 7, wherein the asynchronous communication mode is a text message communication mode and the live communication mode is a live chat communication mode.

10. The apparatus of claim 7, wherein the processor is configured to maintain a work list of the first agent that includes an indication of a set of asynchronous communication sessions and a set of live communication sessions actively assigned to the first agent.

11. The apparatus of claim 7, wherein the criterion is associated with a number of live communication sessions in a live chat queue being less than a threshold.

12. The apparatus of claim 7, wherein the context information includes at least one of usage data, local sensor data or external sensor data.

13. A method, comprising:

receiving, from an electronic device, a network communication via a first communication mode, the first communication mode being asynchronous;

identifying a user associated with the network communication based on information received in the network communication;

identifying whether a session identifier associated with the user is within a database, and if the session identifier associated with the user is not within the database, defining a session identifier associated with the user in response to the network communication, the session identifier being associated with context information of the user;

routing the network communication to a first agent device based on the information received in the network communication and the context information such that an agent using the first agent device communicates with the user via the first communication mode during a time period;

storing the session identifier as associated with a work list of the agent using the first agent device based on the routing the network communication to the first agent device;

receiving, from the user and at a time after and independent of the time period, a request for live communication via a second communication mode;

identifying the agent using the first agent device based on the session identifier being associated with the work list of the agent using the first agent device;

routing the request to the first agent device when a workload associated with the agent using the first agent device meets a criterion; and

providing an option to the user to either (1) route the request to a second agent device or (2) place the request in a queue of the first agent device, when the workload associated with the agent using the first agent device does not meet the criterion.

14. The method of claim 13, wherein the work list of the agent using the first agent device includes an indication of a set of asynchronous communication sessions and a set of live communication sessions actively assigned to the agent using the first agent device.

15. The method of claim 13, further comprising:

storing, after the time period but before the time, a status identifier associated with the session identifier in the work list of the agent using the first agent device, the status identifier being associated with a progress of the user in a customer service transaction.

16. The method of claim 13, wherein the first communication mode is a text message communication mode and the second communication mode is a live chat communication mode.

17. The method of claim 13, wherein the context information includes location information associated with the electronic device.

18. The method of claim 13, wherein the context information includes at least one of usage data, local sensor data or external sensor data.

19. The method of claim 13, further comprising:

storing in a database transactions, changes, dialogues and messages associated with the session identifier.

20. The method of claim 13, further comprising:

selecting the agent from a set of agents based on analyzing the context information associated with the user and selecting the agent based on at least one characteristic of the agent matching the context information.