Presence awareness agent

• US 7,415,417 B2
• Filed: 03/15/2002
• Issued: 08/19/2008
• Est. Priority Date: 03/15/2002
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Inventors: Seligmann, Doree Duncan, Hemm, Thomas L., Cartwright, Sally, Kohler, Joylee, Boyer, David G., Harkreader, Susan K.
• Primary Examiner(s): Weiss; John
• Assistant Examiner(s): Araque, Jr.; Gerardo
• Application Number:
  US10/099,144
• Publication Number:
  US 20030177017A1
• Time in Patent Office: 2,349 Days
• Field of Search: None
• US Class Current: 705/346
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting

Abstract

The present invention is directed to a customer contact 100 in which a agent service function 136 to collect predetermined types of information regarding the contact and/or the contact center 100 and interface with the contact. The interface can include presenting service options to the contact. A mood detector 152 can be used to collect information about the customer'"'"'s state of mind.

Claims

1. A method of servicing customers'"'"' communications in a customer contact center which distributes customers'"'"' communications for servicing among resources, comprising:

receiving a contact from a customer;

assigning an agent service function to monitor the contact;

the agent service function collecting customer context and presence about the contacting customer, wherein the customer context comprises;

a plurality of a contacting modality employed by the contact, auditory and visual inputs characteristic to the contact mode, time of day of the contact, a current mix of contacts by other customers, language of the contacting customer, time of last contact by the contacting customer, nature of last contact by the contacting customer, service and/or service level previously provided to the contacting customer, and

customer presence comprises;

a plurality of identity of the contacting customer, degree of anonymity of the contacting customer, where the contacting customer is contacting the contact center from, contacting customer transactional history, contacting customer needs, contacting customer preferences, customer media personalization of user configurable parameters, contacting customer profile, and contacting customer interaction with the contact center in the present contact;

the agent service function also collecting contact center state information, the contact center state information comprising;

a plurality of quantification of the contact center state, current customer resource management configuration, contact queue sizes, contact queue wait times, presence and availability of resources and skills, success rate for self-service alternatives, current chats, identities of chat participants, occupancy of current chats, start times of various contact center activities, call back times, agent'"'"'s schedules, emergency status, and unusual events impacting the contact center;

the agent service function, based on the customer context and presence and contact center state information and contact center goals, policies, and/or rules, selecting, from among a plurality of potential service options for the contacting customer, a subset of the potential service options;

the agent service function presenting the subset of potential service options to the customer; and

the agent service function receiving a selected service option from the customer and executing the selected service option.

2. The method of claim 1, wherein the selected service option is waiting in a queue and wherein the agent service function further provides, to the customer, recommendations for activities to participate in while waiting in the queue for service.

3. The method of claim 1, wherein the agent service function is an animated, visually displayed character.

4. The method of claim 2, wherein the recommendations include a plurality of participating in a user group discussion and/or chat session, hearing about a promotion, taking a survey, trialing a new user interface, giving product feedback, playing games with other customers for discounts or to advance the customer'"'"'s queue position, browsing, and chatting with another enqueued customer.

5. The method of claim 1, further comprising:

introducing the agent service function to the customer.

6. The method of claim 1, wherein the contact center goals, policies, and/or rules comprise a plurality of:

(a) if an expected wait time in a queue for a resource exceeds a predetermined time interval, presenting self-service and/or a chat session while holding the customer'"'"'s queue position as an option,

(b) if a pertinent chat is in session and/or is scheduled to be in session within a predetermined time period, presenting participation in the chat as an option,

(c) if the expected wait time in a queue for a resource exceeds a predetermined time interval, presenting participation in a survey for some form of compensation as an option,

(d) if the expected wait time in a queue for a resource exceeds a predetermined time interval, presenting participation in a one or more player games as an option,

(e) if the customer has terminated a contact a predetermined number of times over a selected time interval when presented with self-service or a chat, not presenting self-service or a chat as an option,

(f) if the customer recently spoke to an agent who will not be available for a predetermined amount of time, presenting the customer with a call back option,

(g) if the customer'"'"'s business value is low, presenting the customer only with one or more low-cost service options,

(h) if the customer is behind on a payment, not presenting the customer with a self-service option, and

(i) if the customer is unhappy with the business associated with the contact center, not presenting the customer with a conferencing option.

7. The method of claim 1, wherein, in the presenting step, at least one of the subset of potential service options is recommended by the agent service function.

8. The method of claim 1, further comprising:

after the presenting and executing steps, the agent service function monitoring at least one of a physical parameter and a voice stream of the customer; and

when a predetermined event is identified, at least one of (a) requesting additional information from the customer and (b) repeating the collecting and selecting steps with reference to the customer.

9. The method of claim 1, wherein the customer has a first position in a first queue before the presenting step and further comprising after the executing step:

maintaining, for the customer, the first position in the first queue.

10. The method of claim 1, wherein the collecting step comprises:

downloading software instructions onto a communications device of the customer.

11. The method of claim 1, further comprising after the presenting and executing steps:

identifying a predetermined function associated with the customer;

in response, the agent service function determining a second subset of options and/or questions for the customer; and

the agent service function presenting the second subset of options and/or questions to the customer.

12. The method of claim 11, wherein the agent service function interrupts the servicing of the customer, when the agent service function determines that the customer may not be satisfied with the service being provided and/or the service being provided is not optimal for the customer.

13. The method of claim 1, wherein one of the potential service options is participation in a multi-customer topical dynamic chat associated with a defined set of topics, wherein, when a number of eligible customers teaches an administered threshold, a resource is assigned to the chat and each of the eligible customers is given the option of joining the chat.

14. A computer readable medium comprising processor executable instructions for performing the steps of claim 1.

15. A customer contact center, comprising:

a plurality of resources for servicing customer contacts; and

an agent service function operable to monitor a selected contact from a first customer, the monitoring operation comprising the following sub-operations;

collecting customer context and presence about the selected customer, wherein the customer context comprises;

a plurality of a contacting modality employed by the selected contact, auditory and visual inputs characteristic to the selected contact mode, time of day of the selected contact, a current mix of contacts by other customers, language of the first customer, time of last contact by the first customer, nature of last contact by the first customer, service and/or service level previously provided to the first customer, and

customer presence comprises;

a plurality of identity of the first customer, degree of anonymity of the first customer, where the first customer is contacting the contact center from, first customer transactional history, first customer needs, first customer preferences, customer media personalization of user configurable parameters, first customer profile, and first customer interaction with the contact center in the selected contact;

collecting contact center state information, the contact center state information comprising;

a plurality of quantification of the contact center state, current customer resource management configuration, contact queue sizes, contact queue wait times, presence and availability of resources and skills, success rate for self-service alternatives, current chats, identities of chat participants, occupancy of current chats, start times of various contact center activities, call back times, agent'"'"'s schedules, emergency status, and unusual events impacting the contact center;

based on the customer context and presence and contact center state information and contact center goals, policies, and/or rules, selecting, from among a plurality of potential service options for the first customer, a subset of the potential service options;

presenting the subset of potential service options to the customer;

receiving a selected service option from the customer; and

executing the selected service option.

16. The contact center of claim 15, wherein the selected service option is waiting in a queue and wherein the agent service function further provides, to the first customer, recommendations for activities to participate in while waiting in the queue for service.

17. The contact center of claim 15, wherein the agent service function is an animated, visually displayed character.

18. The contact center of claim 16, wherein the recommendations include a plurality of participating in a user group discussion and/or chat session, hearing about a promotion, taking a survey, trialing a new user interface, giving product feedback, playing games with other customers for discounts or to advance the first customer'"'"'s queue position, browsing, and chatting with another enqueued customer.

19. The contact center of claim 15, further comprising the sub-operation:

introducing the agent service function to the first customer.

20. The contact center of claim 15, wherein the contact center goals, policies, and/or rules comprise a plurality of:

(a) if an expected wait time in a queue for a resource exceeds a predetermined time interval, presenting self-service and/or a chat session while holding the first customer'"'"'s queue position as an option,

(b) if a pertinent chat is in session and/or is scheduled to be in session within a predetermined time period, presenting participation in the chat as an option,

(c) if the expected wait time in a queue for a resource exceeds a predetermined time interval, presenting participation in a survey for some form of compensation as an option,

(d) if the expected wait time in a queue for a resource exceeds a predetermined time interval, presenting participation in a one or more player games as an option,

(e) if the first customer has terminated a contact a predetermined number of times over a selected time interval when presented with self-service or a chat, not presenting self-service or a chat as an option,

(f) if the first customer recently spoke to an agent who will not be available for a predetermined amount of time, presenting the first customer with a call back option,

(g) if the first customer'"'"'s business value is low, presenting the first customer only with one or more low-cost service options,

(h) if the first customer is behind on a payment, not presenting the first customer with a self-service option, and

(i) if the first customer is unhappy with the business associated with the contact center, not presenting the first customer with a conferencing option.

21. The contact center of claim 15, wherein, in the presenting step, at least one of the subset of potential service options is recommended by the agent service function.

22. The contact center of claim 15, further comprising the sub-operations:

after the presenting and executing steps, the agent service function monitoring at least one of a physical parameter and a voice stream of the first customer; and

when a predetermined event is identified, at least one of (a) requesting additional information from the first customer and (b) repeating the collecting and selecting steps with reference to the first customer.

23. The contact center of claim 15, wherein the first customer has a first position in a first queue before the presenting step and further comprising after the executing sub-operation, the sub-operation:

maintaining, for the first customer, the first position in the first queue.

24. The contact center of claim 15, wherein the collecting sub-operation comprises the sub-operation:

downloading software instructions onto a communications device of the first customer.

25. The contact center of claim 15, further comprising after the presenting and executing sub-operations the sub-operations:

identifying a predetermined function associated with the first customer;

in response, the agent service function determining a second subset of options and/or questions for the first customer; and

the agent service function presenting the second subset of options and/or questions to the first customer.

26. The contact center of claim 25, wherein the agent service function interrupts the servicing of the first customer, when the agent service function determines that the first customer may not be satisfied with the service being provided and/or the service being provided is not optimal for the first customer.

27. The contact center of claim 15, wherein one of the potential service options is participation in a multi-customer topical dynamic chat associated with a defined set of topics, wherein, when a number of eligible customers teaches an administered threshold, a resource is assigned to the chat and each of the eligible customers is given the option of joining the chat.