System and method for handling interactions with individuals with physical impairments

Patent metadata

Field	Value
Publication number	US-10038783-B2
Application number	US-201615253784-A
Country	US
Kind code	B2
Filing date	Aug 31, 2016
Priority date	Aug 31, 2016
Publication date	Jul 31, 2018
Grant date	Jul 31, 2018

Abstract

A method for handling an interaction between an individual having a physical impairment and a customer contact center includes: detecting, by a processor, an interaction directed to a route point; determining, by the processor, whether the interaction is associated with an individual having a physical impairment; identifying, by the processor, a first resource of the contact center for handling the interaction, wherein the first resource is assigned an attribute indicative of being suitable for handling interactions with individuals having the physical impairment; ascertaining, by the processor, a presence of the first resource at a place enabled for handling interactions with individuals having the physical impairment; and transmitting, by the processor, a signal for routing the interaction to the first resource for servicing via the place, wherein in response to the signal, a communication session is established with a user device of the individual having the physical impairment.

First claim

What is claimed is:

1. A method for handling an interaction between an individual having a physical impairment and a customer contact center, the method comprising:
detecting, by a processor, an interaction directed to a route point, wherein the route point is associated with a call number, wherein the call number is not a dedicated number for interactions with hearing or speech impaired individuals;
determining, by the processor, that the interaction is associated with an individual having a physical impairment;
determining, by the processor, that the interaction should be handled by a resource having a first attribute, and at a place having a second attribute different from the first attribute, wherein the first and second attributes are correlated to the physical impairment of the individual;
identifying, by the processor, a first resource of the contact center for handling the interaction, wherein the identifying is based on the first attribute being assigned to the first resource;
determining, by the processor, whether the first resource is at a place assigned with the second attribute; and
transmitting a signal, by the processor, based on the determining that the first resource is at the place, the signal being for routing the interaction to the first resource for servicing via the place, wherein in response to the signal, a communication session is established with a user device of the individual having the physical impairment.

2. The method of claim 1 , wherein the determining as to whether the interaction is associated with an individual having the physical impairment is based on data transmitted by the user device of the individual having the physical impairment.

3. The method of claim 1 , wherein the determining that the interaction is associated with an individual having the physical impairment is based on a response to a prompt provided by an interactive media response server coupled to the processor.

4. The method of claim 1 , wherein the determining that the interaction is associated with an individual having the physical impairment is based on a user attribute stored in a mass storage device coupled to the processor.

5. The method of claim 1 , wherein the first resource is an agent of the contact center, and the first attribute is stored as an agent skill.

6. The method of claim 1 , wherein the place is enabled to handle interactions via a plurality of media channels bundled as a virtual media channel.

7. The method of claim 6 , wherein the plurality of media channels are preset prior to the interaction.

8. The method of claim 6 , wherein the plurality of media channels are dynamically aggregated and associated with the place, in response to detecting the interaction, and based on at least one of a profile of the individual having the physical impairment or capabilities of the user device.

9. The method of claim 1 , further comprising:
selecting, by the processor, a second resource based on determining that the first resource is not present at the place, wherein the first attribute is not assigned to the second resource;
transmitting, by the processor, a signal for routing the interaction to the second resource, wherein in response to the signal, a communication session is established with the user device of the individual having the physical impairment;
monitoring availability of the first resource during the communication session; and
in response to determining availability of the first resource during the communication session, transmitting a signal for transferring the communication session to a device of the first resource.

10. The method of claim 1 , wherein the physical impairment is at least one of impaired speech, impaired hearing, impaired mobility, or impaired vision.

11. A system for handling an interaction between an individual having a physical impairment and a customer contact center, the system comprising:
a processor; and
a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to:
detect an interaction directed to a route point, wherein the route point is associated with a call number, wherein the call number is not a dedicated number for interactions with hearing or speech impaired individuals;
determine that the interaction is associated with an individual having a physical impairment;
determine that the interaction should be handled by a resource having a first attribute and at a place having a second attribute different from the first attribute, wherein the first and second attributes are correlated to the physical impairment of the individual;
identify a first resource of the contact center for handling the interaction, wherein the identifying is based on the first attribute being assigned to the first resource;
determine whether the first resource is at a place assigned with the second attribute; and

transmit a signal based on the determining that the first resource is at the place, the signal being for routing the interaction to the first resource for servicing via the place, wherein in response to the signal, a communication session is established with a user device of the individual having the physical impairment.

12. The system of claim 11 , wherein the instructions that cause the processor to determine that the interaction is associated with an individual having the physical impairment comprise instructions for making the determination based on data transmitted by the user device of the individual having the physical impairment.

13. The system of claim 11 , wherein the instructions that cause the processor to determine that the interaction is associated with an individual having the physical impairment comprise instructions for making the determination based on a response to a prompt provided by an interactive media response server coupled to the processor.

14. The system of claim 11 , wherein the instructions that cause the processor to determine whether the interaction is associated with an individual having the physical impairment comprise instructions for making the determination based on a user attribute stored in a mass storage device coupled to the processor.

15. The system of claim 11 , wherein the first resource is an agent of the contact center, and the first attribute is stored as an agent skill.

16. The system of claim 11 , wherein the place is enabled to handle interactions via a plurality of media channels bundled as a virtual media channel.

17. The system of claim 16 , wherein the plurality of media channels are preset prior to the interaction.

18. The system of claim 16 , wherein the plurality of media channels are dynamically aggregated and associated with the place, in response to detecting the interaction, and based on at least one of a profile of the individual having the physical impairment or capabilities of the user device.

19. The system of claim 11 , wherein the instructions, when executed, further cause the processor to:
select a second resource based on determining that the first resource is not present at the place, wherein the first attribute is not assigned to the second resource;
transmit a signal for routing the interaction to the second resource, wherein in response to the signal, a communication session is established with the user device of the individual having the physical impairment;
monitor availability of the first resource during the communication session; and
in response to determining availability of the first resource during the communication session, transmit a signal for transferr

Assignees

• Genesys Telecommunications Laboratories Inc

Inventors

• Wilcox Brian
• Leonard Colin Michael
• Ristock Herbert Willi Artur

Classifications

• H04M3/5183

  Call or contact centers with computer-telephony arrangements · CPC title

• G09B21/009

  Teaching or communicating with deaf persons (G09B21/04 takes precedence) · CPC title

• H04M3/5233

  Operator skill based call distribution · CPC title

• H04M3/42391 Primary

  where the subscribers are hearing-impaired persons, e.g. telephone devices for the deaf · CPC title

• G09B21/001

  Teaching or communicating with blind persons (G09B21/02 - G09B21/06 take precedence) · CPC title