Invention Grant
- Patent Title: Computer-implemented call center architecture and method for optimizing customer experience through in-band expert intervention
- Patent Title (中): 计算机实现的呼叫中心架构和方法，通过带内专家干预优化客户体验
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Application No.: US14668806Application Date: 2015-03-25
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Publication No.: US09392117B2Publication Date: 2016-07-12
- Inventor: David Milstein , Gilad Odinak , Howard M. Lee
- Applicant: Intellisist, Inc.
- Applicant Address: US WA Seattle
- Assignee: INTELLISIST, INC.
- Current Assignee: INTELLISIST, INC.
- Current Assignee Address: US WA Seattle
- Agent Patrick J. S. Inouye; Leonid Kisselev; Krista A. Wittman
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04M5/00 ; H04M3/523 ; G06Q10/10
Abstract:
A computer-implemented call center architecture and method for optimizing customer experience through in-band expert intervention is provided. Calls conducted between an agent and a caller are monitored. A need for assistance by an expert agent in one such call based on an inquiry by the caller is identified. Expert selection criteria to a predetermined group of expert agents with expertise in subject matter relating to the caller's inquiry is applied. One of the expert agents that matches with the expert selection criteria is selected and a notification to the agent that the selected expert agent will assist with the call is transmitted. The expert agent is then patched into the call.
Public/Granted literature
Information query
