- 专利标题: Expert based customer service
-
申请号: US15138166申请日: 2016-04-25
-
公开(公告)号: US09654640B1公开(公告)日: 2017-05-16
- 发明人: Antony Brydon , Jeff Patterson , Jean Tessier , Scott Golubock , Vlad Georgescu , Ruben Kislaki
- 申请人: Antony Brydon , Jeff Patterson , Jean Tessier , Scott Golubock , Vlad Georgescu , Ruben Kislaki
- 申请人地址: US CA San Francisco
- 专利权人: Directly, Inc.
- 当前专利权人: Directly, Inc.
- 当前专利权人地址: US CA San Francisco
- 代理机构: Royse Law Firm, PC
- 主分类号: H04M3/00
- IPC分类号: H04M3/00 ; H04M5/00 ; H04M3/523 ; H04M3/42 ; H04M3/51 ; G06F17/30
摘要:
In a crowd sourcing approach, responses to customer service inquiries are provided by providing the inquiries to an independent group of experts. These experts are typically able to resolve the inquiry before the inquiries are routed to a traditional contact center. The customer service inquiries are routed to specific experts based on matches between identified subject matter of the inquiries and expertise of the experts. In some embodiments, more than one expert can contribute to the resolution of an inquiry.