Tracing and asynchronous communication network and routing method

• US 9,635,067 B2
• Filed: 08/06/2015
• Issued: 04/25/2017
• Est. Priority Date: 04/23/2012
• 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, Quang N
• Application Number:
  US14/820,001
• Publication Number:
  US 20160036869A1
• Time in Patent Office: 628 Days
• Field of Search: 709203, 709217, 709219, 709223, 709224, 709226, 709228, 709232, 235380, 37926509, 37926513
• CPC Class Codes: H04L 51/046 Interoperability with other network applications or services
• CPC Class Codes: H04L 63/08 for authentication of entities cryptographic mechanisms or cryptographic arrangements for entity authentication H04L9/32
• CPC Class Codes: H04L 65/1083 In-session procedures
• CPC Class Codes: H04L 65/80 Responding to QoS
• CPC Class Codes: H04L 67/146 Markers for unambiguous identification of a particular session, e.g. session cookie or URL-encoding
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/42263 where the same subscriber uses different terminals, i.e. nomadism
• 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 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5307 for recording messages comprising any combination of audio and non-audio components
• CPC Class Codes: H04M 7/0042 where the data service is a text-based messaging service H04M7/0054 takes precedence

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 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.

2. The system of claim 1, wherein the new conversation instance collects and stores in the database a conversation record comprising all transactions, changes, dialogues, and messages related to the session ID.

3. The system of claim 1, wherein the new trace instance collects and stores in the database a trace record comprising context and environmental data related to the session ID.

4. The system of claim 3, wherein the context and environmental data includes at least one of usage data, local sensor data, and external sensor data.

5. The system of claim 3, wherein the host device routes the client case to the agent by analyzing the trace record in the database and selecting the agent based on the agent'"'"'s qualifications.

6. The system of claim 5, wherein the host device routes the client case to the agent by additionally analyzing the conversation record.

7. The system of claim 1, wherein the host device is configured to receive a third communication at a third time from the client device or the agent device, the third time being later than and independent from the first time and second time.

8. The system of claim 7, wherein the host device is configured to receive a fourth communication at a fourth time from the client device or the agent device, the fourth time being later than and independent from the first time, the second time, and the third time.

9. The system of claim 7, wherein the third communication is a request to reconnect in a live chat.

10. The system of claim 9, wherein an agent live chat queue is not full and a live connection is reestablished based on the request to reconnect in the live chat.

11. The system of claim 9, wherein when an agent live chat queue is full, the client interface presents options to request a live chat channel reservation, or transfer to a new agent in response to the request to reconnect in the live chat.

12. The system of claim 11, wherein the host device routes the client case to the new agent and places the client case, along with associated data, in the new agent'"'"'s work list and establishes a live connection between the new agent and the client device through the network.

13. The system of claim 7, wherein the third communication is an out-of-band message.

14. The system to claim 1, wherein the second communication is a live chat.

15. The system of claim 1, wherein the agent interface comprises the agent work list, a live chat queue, and a mode selector, wherein the mode selector includes a work list mode and an available mode.

16. The system of claim 15, wherein the work list mode prevents additional clients from being routed to the agent, and the available mode allows additional clients to be routed to the agent.

17. A discontinuous communication method, comprising:

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.

18. The method according to claim 17, further comprising:

receiving at the host device a third communication at a third time from the client device or the agent device and transmitting the third communication to the other of the client device and the agent device, the third time being later than and independent from the first time and the second time.

19. The method according to claim 18, further comprising:

receiving at the host device a fourth communication at a fourth time from the client device or the agent device and transmitting the fourth communication to the other of the client device and the agent device, the fourth time being later than and independent from the first time and the second time.