公开(公告)号：US20150161615A1

公开(公告)日：2015-06-11

申请号：US14099620

申请日：2013-12-06

Applicant: Infosys Limited

Inventor： Narayan Balasubramanian ,  Subha Mahesh ,  Nandavilasini Govindasamy ,  Gaurav Deshmukh

IPC: G06Q30/00 ,  G06Q10/06 ,  H04L29/06

CPC classification number: G06Q30/016 ,  G06Q10/063112 ,  H04L12/1822 ,  H04L65/1069

Abstract: A chat collaboration tool is disclosed. In particular, a network enabled chat session is established between a customer and an agent of an entity. The customer has a customer issue that is to be resolved by a specialist of the entity and not the agent via the chat session. A specialist query is generated based at least on information of the customer issue, wherein the specialist query includes one or more parameters specific at least to the customer issue. At least one available specialist capable of handling the customer issue is identified based on satisfied matches between attributes available specialists and corresponding parameters of the specialist query. The available specialist(s) are displayed on the agent's user interface wherein the agent is able to select an available specialist. A chat session is then established between the customer and the available specialist upon receiving the agent selection.

Abstract translation: 公开了聊天协作工具。 特别地，在客户和实体的代理之间建立了网络启用的聊天会话。 客户有一个客户问题，由实体的专家解决，而不是代理通过聊天会话解决。 至少基于客户问题的信息生成专家查询，其中专家查询包括至少针对客户问题具体的一个或多个参数。 基于可用专家的属性和专家查询的相应参数之间的匹配来识别至少一个能够处理客户问题的可用专家。 可用的专家将显示在代理的用户界面上，其中代理能够选择可用的专家。 然后在接收到代理选择之后，在客户和可用专家之间建立聊天会话。