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公开(公告)号：US20180139326A1
公开(公告)日：2018-05-17
申请号：US15354728
申请日：2016-11-17
Applicant: INTERNATIONAL BUSINESS MACHINES CORPORATION
Inventor： Vijai Kalathur , Rajaram B. Krishnamurthy , Robert J. C. Paquin , Philip A. Siconolfi , Moses J. Vaughan
Abstract: Embodiments include method, systems and computer program products for enhancing a customer service process. Aspects include receiving customer data associated with a customer and creating a customer profile based on the customer data. Aspects also include obtaining customer service representative data comprising a customer service profile for each of a plurality of customer service representatives and determining a matching subset of the plurality of customer service representatives for the customer based upon the customer profile and the customer service representative data. Next, aspects include displaying, to the customer, the matching subset of the plurality of customer services representatives for the customer. Aspects also include selecting a first customer service representative from the matching subset of the plurality of customer service representatives for the customer based on a customer input.
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公开(公告)号：US10834262B2
公开(公告)日：2020-11-10
申请号：US15354728
申请日：2016-11-17
Applicant: INTERNATIONAL BUSINESS MACHINES CORPORATION
Inventor： Vijai Kalathur , Rajaram B. Krishnamurthy , Robert J. C. Paquin , Philip A. Siconolfi , Moses J. Vaughan
IPC: H04M3/00 , H04M5/00 , H04M3/523 , G06Q10/06 , H04M3/42 , H04L29/08 , G06Q30/00 , H04L12/26 , H04L12/66 , H04M3/51
Abstract: Embodiments include method, systems and computer program products for enhancing a customer service process. Aspects include receiving customer data associated with a customer and creating a customer profile based on the customer data. Aspects also include obtaining customer service representative data comprising a customer service profile for each of a plurality of customer service representatives and determining a matching subset of the plurality of customer service representatives for the customer based upon the customer profile and the customer service representative data. Next, aspects include displaying, to the customer, the matching subset of the plurality of customer services representatives for the customer. Aspects also include selecting a first customer service representative from the matching subset of the plurality of customer service representatives for the customer based on a customer input.
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公开(公告)号：US10750022B2
公开(公告)日：2020-08-18
申请号：US15441527
申请日：2017-02-24
Applicant: INTERNATIONAL BUSINESS MACHINES CORPORATION
Inventor： Vijai Kalathur , Rajaram B. Krishnamurthy , Robert J. C. Paquin , Philip A. Siconolfi , Moses J. Vaughan
IPC: H04M3/00 , H04M5/00 , G06Q10/00 , H04M3/523 , G06Q10/06 , G06Q30/00 , H04M3/42 , H04L29/08 , H04M3/51
Abstract: Embodiments include method, systems and computer program products for enhancing a customer service process. Aspects include receiving customer data associated with a customer and creating a customer profile based on the customer data. Aspects also include obtaining customer service representative data comprising a customer service profile for each of a plurality of customer service representatives and determining a matching subset of the plurality of customer service representatives for the customer based upon the customer profile and the customer service representative data. Next, aspects include displaying, to the customer, the matching subset of the plurality of customer services representatives for the customer. Aspects also include selecting a first customer service representative from the matching subset of the plurality of customer service representatives for the customer based on a customer input.
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公开(公告)号：US20180139327A1
公开(公告)日：2018-05-17
申请号：US15441527
申请日：2017-02-24
Applicant: INTERNATIONAL BUSINESS MACHINES CORPORATION
Inventor： Vijai Kalathur , Rajaram B. Krishnamurthy , Robert J. C. Paquin , Philip A. Siconolfi , Moses J. Vaughan
Abstract: Embodiments include method, systems and computer program products for enhancing a customer service process. Aspects include receiving customer data associated with a customer and creating a customer profile based on the customer data. Aspects also include obtaining customer service representative data comprising a customer service profile for each of a plurality of customer service representatives and determining a matching subset of the plurality of customer service representatives for the customer based upon the customer profile and the customer service representative data. Next, aspects include displaying, to the customer, the matching subset of the plurality of customer services representatives for the customer. Aspects also include selecting a first customer service representative from the matching subset of the plurality of customer service representatives for the customer based on a customer input.
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