System and method for resolving customer communications

• US 9,734,468 B2
• Filed: 02/21/2012
• Issued: 08/15/2017
• Est. Priority Date: 02/21/2012
• Status: Active Grant

• Current Assignee: Nice Ltd
• Original Assignee: Nice Ltd
• Inventors: Zur, Tal, Dyment Herzfeld, Eyal, Etsion, Yohay, Krivoshey, Roni
• Primary Examiner(s): Bayard, Djenane
• Application Number:
  US13/400,850
• Publication Number:
  US 20130218947A1
• Time in Patent Office: 2,002 Days
• Field of Search: 715745, 715741, 715706, 709203, 709202, 709228, 709223, 709219, 709217, 709206, 709220, 709221, 709225, 709227, 709236, 709242, 709245, 709224, 709705, 37926502, 37926509, 37921201, 37926503, 37926511
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Abstract

A device, system and method for resolving a customer interaction. At a centralized resolver, customer data may be received that is passively transferred from a plurality of devices, wherein each device processes a different type of customer interaction and provides a different associated type of customer data. At the centralized resolver, a customer associated may be identified or associated with each interaction based on the received customer data and the associated data type. The centralized resolver may assign the interaction a universal identification associated with the identified customer, wherein the same universal identification is assigned to interactions of multiple different types that are associated with the same customer.

Claims

1. A method for resolving a customer interaction, the method comprising:

at a centralized resolver executing one or more processors;

receiving customer data records of a plurality of different communication channel types passively transferred from a plurality of devices peripheral to the centralized resolver, wherein each customer data record includes a channel-specific identifier that is a partial sub-set of a customer'"'"'s complete data profile that is associated with a particular communication channel type but cannot be used by the peripheral devices to identify the customer associated with the customer data records, wherein each peripheral device processes customer data records associated with a different communication channel type in a cross-channel environment, and wherein the centralized resolver associates each of the plurality of different communication channel types with a different communication channel type attribute defining the communication channel type of the customer data record, wherein each communication channel type attribute is defined as a parameter or data item associated with the communication channel type only at the centralized resolver and not at the peripheral devices;

identifying a customer to be a person associated with the received customer data record by looking up the channel-specific identifier in a repository based on the communication channel type attribute corresponding to the communication channel type of the customer data record to provide a single universal identification associated with the customer data record of that communication channel type, wherein only the universal identification identifies the customer while the channel-specific identifier does not identify the customer until it is associated with the universal identification at the central resolver;

assigning to the customer data record said universal identification associated with the identified customer, wherein the same universal identification is assigned to customer data records of each of the different communication channel types that are associated with the same customer; and

once an identification is assigned to a customer data record in an ongoing interaction, retrieving customer data records from multiple previous interactions based on the single universal identification.

2. The method of claim 1, wherein the associated communication channel type is defined by a communication channel type attribute and the customer data record is defined by values for that communication channel type attribute.

3. The method of claim 2, wherein the centralized resolver is the sole device at which the communication channel type attributes are defined.

4. The method of claim 1, wherein the centralized resolver is the sole device in the system that has access to the complete set of customer data records to fully resolve customer data records of the plurality of communication channel types.

5. The method of claim 1, wherein logic to determine the customer associated with each customer data record is exposed only to the centralized resolver and hidden from all other system components.

6. The method of claim 1 comprising storing customer information duplicated from a repository for the most recently resolved customers in a cache locally accessible to the centralized resolver to identify the customer associated with the customer data record.

7. The method of claim 1 comprising, if the identity of the customer that executed the customer data records is not found, attempting to resolve the previously unresolved customer data record at a predetermined later time.

8. The method of claim 1, wherein the customer data records are recorded and resolved in real-time.

9. The method of claim 1, wherein the customer data records with customers are recorded in one or more support center environments.

10. The method of claim 1, wherein the customer data record is created by a user.

11. The method of claim 1, wherein the customer data record is encrypted and only the centralized resolver has a key to decrypt the customer data record.

12. The method of claim 1 comprising:

generating a summary of the customer'"'"'s previous customer data records; and

displaying the summary to an agent.

13. The method of claim 1, wherein the retrieved customer data records or a summary or history thereof are sent to an agent interacting with a customer during the ongoing interaction.

14. A system for resolving a customer data record, the system comprising:

one or more memories to store customer data records; and

a centralized resolver configured to;

receive customer data records of a plurality of different communication channel types passively transferred from a plurality of devices peripheral to the centralized resolver, wherein each customer data record includes a channel-specific identifier that is a partial sub-set of a customer'"'"'s complete data profile that is associated with a particular communication channel type but cannot be used by the peripheral devices to identify the customer associated with the customer data records, wherein each peripheral device processes customer data records associated with a different communication channel type in a cross-channel environment, and wherein the centralized resolver associates each of the plurality of different communication channel types with a different communication channel type attribute defining the communication channel type of the customer data record, wherein each communication channel type attribute is defined as a parameter or data item associated with the communication channel type only at the centralized resolver and not at the peripheral devices;

identify a customer to be a person associated with the received customer data record by looking up the channel-specific identifier in a repository based on the communication channel type attribute corresponding to the communication channel type of the customer data record to provide a single universal identification associated with the customer data record of that communication channel type, wherein only the universal identification identifies the customer while the channel-specific identifier does not identify the customer until it is associated with the universal identification at the central resolver;

assign to the customer data record said universal identification associated with the identified customer, wherein the same universal identification is assigned to customer data records of each of the different communication channel types that are associated with the same customer; and

once an identification is assigned to a customer data record in an ongoing interaction, retrieve customer data records from said memory from multiple previous interactions based on the single universal identification.

15. The system of claim 14, wherein the associated communication channel type is defined by a communication channel type attribute and the customer data record is defined by values for that communication channel type attribute.

16. The system of claim 14, wherein the centralized resolver is the sole device in the system that has access to the complete set of customer data records to fully resolve customer data records of the plurality of communication channel types.

17. The system of claim 14, comprising a cache locally accessible to the centralized resolver to store customer information duplicated from a repository for the most recently resolved customers.

18. The system of claim 14, wherein the memory stores the received customer data records for customers that cannot be identified, wherein the centralized resolver uses the unidentified customer data records to attempt to resolve the previously unresolved customer data records at a predetermined later time.

19. The system of claim 14, wherein the centralized resolver is further configured to generate a summary of the customer'"'"'s previous customer data records, wherein the system comprises a display for displaying the retrieved customer data records or a summary thereof to an agent during the ongoing interaction.