公开(公告)号：US09560203B2

公开(公告)日：2017-01-31

申请号：US14478371

申请日：2014-09-05

申请人： CITIBANK, N.A.

发明人： Christopher E. Kay ,  Sam Lising ,  Tim Kobe

IPC分类号： H04N7/14 ,  H04M3/523 ,  H04M3/53 ,  H04M7/00 ,  H04N21/478 ,  H04N21/4788 ,  G06Q10/08 ,  H04N7/03 ,  G06Q30/00 ,  G06Q40/02 ,  H04M3/51

CPC分类号： H04M3/5233 ,  G06Q10/08 ,  G06Q30/016 ,  G06Q40/02 ,  H04M3/5183 ,  H04M3/5315 ,  H04M7/003 ,  H04N7/03 ,  H04N7/147 ,  H04N21/47805 ,  H04N21/4788

摘要： Embodiments described can more effectively complete complicated service transactions in a more efficient manner by having a team of well-trained professionals who are instantly “streamed” into any location as necessary. A two-way communication system can provide instant or quick access to the right expert at the right point in time, thereby converting what might otherwise be a negative customer experience into a positive sales and service opportunity. A computer implemented method for providing customer support comprises receiving, by a touchpoint device, identification information from a user of the touchpoint device; receiving the identification information; providing an electronic document to the user; receiving an input from the user requesting a session with a representative; selecting a representative based at least in part on the electronic document; providing information about the electronic document to the representative; and establishing a connection between the representative and the touchpoint device.

摘要翻译： 所描述的实施例可以通过让一群训练有素的专业人员根据需要立即“流动”到任何位置，从而以更有效的方式更有效地完成复杂的服务交易。 双向通信系统可以在正确的时间点即时或快速地访问正确的专家，从而将否则将负面的客户体验转化为积极的销售和服务机会。 一种用于提供客户支持的计算机实现方法包括：通过接触点设备从所述接触点设备的用户接收识别信息; 接收识别信息; 向用户提供电子文档; 从用户接收请求与代表的会话的输入; 至少部分地基于电子文档选择代表; 向代表提供有关电子文件的信息; 并建立代表和接触点设备之间的连接。