Customer communication system including scheduling

• US 9,838,533 B2
• Filed: 08/20/2015
• Issued: 12/05/2017
• Est. Priority Date: 07/14/2015
• Status: Active Grant

• Current Assignee: Ujet, Inc.
• Original Assignee: Ujet, Inc.
• Inventors: Janefalkar, Anand
• Primary Examiner(s): Nguyen, Quynh
• Application Number:
  US14/831,129
• Publication Number:
  US 20170019531A1
• Time in Patent Office: 838 Days
• Field of Search: 3792651, 37926501, 379309
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04L 63/0884 by delegation of authentication, e.g. a proxy authenticates an entity to be authenticated on behalf of this entity vis-à-vis an authentication entity
• CPC Class Codes: H04M 2203/2072 Schedules, e.g. personal calendars
• CPC Class Codes: H04M 2203/6045 Identity confirmation
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

A system for automatic authentication of service requests includes authentication of a remote access device. This authentication may be accomplished automatically prior to text or audio communication between a customer and a service agent. In some embodiments, authentication is accomplished automatically by authentication of the remote access device or accomplished by asking the customer questions. A single authentication of the remote access device may be used to authenticate a service request transferred between service agents. The authentication of the remote device may include, for example, use of a personal identification number, a fingerprint, a photograph, and/or a hardware identifier. Some embodiments include automatic call backs.

Claims

1. A customer communication system comprising:

a gatekeeper configured to receive digital identification data and to ratify the digital identification data by comparing the digital identification data to previously stored customer authentication data; and

a customer relationship management system configured to receive a customer service request from an access device and to connect the customer service request to an agent interface,

the customer relationship management system including authentication logic configured to authenticate a source of the customer service request by providing digital identification data received from the source of the customer service request to the gatekeeper and receiving an automated ratification of the digital identification data from the gatekeeper,

the customer relationship management system being further configured to provide available times for a call back in response to the customer service request, the times being based on a prediction of when a customer service agent will be available.

2. The system of claim 1, wherein the gatekeeper is configured to support a plurality of customer relationship management systems.

3. The system of claim 1, wherein the customer relationship management system being further configured to provide secure customer data to the agent interface or grant permission to use the secure customer data, only after the authentication of the source of the customer service request.

4. The system of claim 1, wherein the times are further based on a queue in which the customer service request is placed.

5. The system of claim 4, wherein more than one customer service agent is assigned to the queue.

6. The system of claim 4, wherein the customer service request is placed in the queue based on a specific characteristic of the queue, the specific characteristic being a subject matter associated with the queue.

7. The system of claim 1, wherein the times are further based on other scheduled calls.

8. The system of claim 1, wherein the times are further based on a break schedule for customer service agents.

9. The system of claim 1, wherein the times are further based on availability of a specific customer service agent.

10. The system of claim 1, wherein the times are further based on a language requirement.

11. The system of claim 1, wherein the times are further based on a calendar of a user of the source of the customer service request.

12. The system of claim 11, wherein the calendar is stored on a mobile device of the user.

13. The system of claim 11, wherein the calendar is stored on a personal device of the user.

14. The system of claim 1, wherein the customer relationship management system is further configured to provide a list of the times to the source of the customer service request and to receive one or more selection from the list.

15. The system of claim 1, wherein the customer relationship management system is further configured to receive calendar information from the source of the customer service request, the calendar information including unavailable times.

16. An access device comprising:

a display;

a user input;

an input/output configured to initiate communication to a customer relationship management system;

an authentication agent configured to receive an authentication request from the customer relationship management system and to automatically provide digital identification data to a gatekeeper in response to the authentication request;

scheduling logic configured to receive available times for a call back from a customer service agent and to compare these times with a calendar of a user of the access device; and

a processor configured to execute at least the authentication agent or the scheduling logic.

17. The device of claim 16, wherein the scheduling logic is configured to automatically display times on the display, the displayed times being included in the received available times and also being indicated as available in the calendar.

18. The device of claim 16, wherein the received available times are associated with a specific customer service agent.

19. The device of claim 16, wherein the received available times are available based on a specific topic.

20. The device of claim 16, further comprising an access control configured to limit access via the display to the authentication agent.