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System and methods for tracking unresolved customer involvement with a service organization and automatically formulating a dynamic service solution

  • US 9,942,399 B2
  • Filed: 07/30/2014
  • Issued: 04/10/2018
  • Est. Priority Date: 12/23/2008
  • Status: Active Grant
First Claim
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1. A system for managing customer involvement with a contact center, the system comprising:

  • a switch configured to receive a plurality of communications for routing to one or more contact center resources;

    a processor coupled to the switch; and

    a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to;

    establish a current communication session with an end user device;

    identify a user engaged in the current communication session;

    determine, during the current communication session, whether data for a terminated interaction conducted prior to the current communication session exists for the user in a database, wherein the terminated interaction includes an automated interaction process comprising a plurality of predetermined stages arranged in a predetermined sequential order, wherein the automated interaction process was terminated after completing a first stage from among the plurality of predetermined stages arranged in the predetermined sequential order;

    retrieve the data for the terminated interaction from the database, wherein the retrieved data includes information on which of the plurality of stages of the automated interaction process during the terminated interaction were completed;

    determine, from the retrieved data, a commercial goal of the user that went unsatisfied;

    transmit a signal to the switch for routing the current communication session to a contact center communication device based on the retrieved data for the terminated interaction;

    resume the current communication session at a second stage from among the plurality of stages that is arranged after the first stage in the predetermined sequential order based on the retrieved data; and

    initiate an activity directed to the process based on the commercial goal.

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