System and method for providing self-service while on hold during a customer interaction

Patent metadata

Field	Value
Publication number	US-10129396-B1
Application number	US-201615358312-A
Country	US
Kind code	B1
Filing date	Nov 22, 2016
Priority date	Nov 22, 2016
Publication date	Nov 13, 2018
Grant date	Nov 13, 2018

Abstract

The invention relates to a customer interaction management system that comprises a memory, an input and a computer processor programmed to: interact, via a first communication channel, with the customer via an automate self-service feature; receive a customer input to opt out of the automated self-service feature; place the customer in a queue with an estimated wait time; determine whether the estimated wait time exceeds a threshold wait time; engage the customer in a self-service on hold feature via a second communication channel separate from the first communication channel; and maintain the customer's place in the queue while the customer interacts with the self-service on hold.

First claim

What is claimed is:

1. A customer interaction management system comprising:
a memory that stores and manages customer profile data and customer interaction data;
an input that receives a voice input from a customer; and
a computer processor, coupled to the memory and the voice input, programmed to:
interact, via a first communication channel, with the customer via an automated self-service feature to address a current customer issue relating to a customer account;
receive a customer input to opt out of the automated self-service feature;
place the customer in a queue with an estimated wait time;
determine whether the estimated wait time exceeds a threshold wait time;
engage the customer in a self-service on hold feature via a second communication channel separate from the first communication channel, wherein the second communication channel comprises a messaging channel;
generate a link with a token, wherein the link provides access to one or more webpages;
transmit the link to a customer device associated with the customer with corresponding data to guide the customer through the one or more webpages to address the current customer issue;
maintain the customer's place in the queue while the customer interacts with the self-service on hold;
determine the customer's progress in resolving the current customer issue during the self-service on hold;
provide an option to the customer to continue with the second communication channel and adjust the customer's place in the queue; and
when an agent becomes available, provide an option to connect the customer to the available agent and further communicate the customer's progress to the available agent.

2. The system of claim 1 , wherein the threshold wait time is a configurable parameter.

3. The system of claim 1 , wherein the second communication channel further comprises a separate voice channel.

4. The system of claim 1 , wherein the customer interacts with a website associated with the link.

5. The system of claim 1 , wherein the second communication channel further comprises a separate voice channel.

6. The system of claim 1 , wherein the second communication channel represents a multi-modal channel.

7. The system of claim 1 , wherein during an interaction with a live agent, the customer is placed on hold.

8. The system of claim 7 , during the customer hold, the customer generates a message to be transmitted to the live agent via a message channel.

9. A customer interaction management method, the method comprising the steps of:
interacting, via a first communication channel, with the customer via an automate self-service feature to address a current customer issue relating to a customer account;
receiving a customer input to opt out of the automated self-service feature;
placing the customer in a queue with an estimated wait time;
determining whether the estimated wait time exceeds a threshold wait time;
engaging the customer in a self-service on hold feature via a second communication channel separate from the first communication channel, wherein the second communication channel comprises a messaging channel;
generating a link with a token, wherein the link provides access to one or more webpages;
transmitting the link to a customer device associated with the customer with corresponding data to guide the customer through the one or more webpages to address the current customer issue; and
maintaining the customer's place in the queue while the customer interacts with the self-service on hold;
determining the customer's progress in resolving the current customer issue during the self-service on hold;
providing an option to the customer to continue with the second communication channel and adjust the customer's place in the queue; and
when an agent becomes available, providing an option to connect the customer to the available agent and further communicating the customer's progress to the available agent.

10. The method of claim 9 , wherein the threshold wait time is a configurable parameter.

11. The method of claim 9 , wherein the second communication channel further comprises a separate voice channel.

12. The method of claim 9 , wherein the customer interacts with a website associated with the link.

13. The method of claim 9 , wherein the second communication channel further comprises a separate voice channel.

14. The method of claim 9 , wherein the second communication channel represents a multi-modal channel.

15. The method of claim 9 , wherein during an interaction with a live agent, the customer is placed on hold.

16. The method of claim 15 , during the customer hold, the customer generates a message to be transmitted to the live agent via a message channel.

Assignees

• Jpmorgan Chase Bank Na

Inventors

• Desai Prashant
• Poi Parind S

Classifications

• H04M3/5191

  interacting with the Internet · CPC title

• H04M3/5166

  in combination with interactive voice response systems or voice portals, e.g. as front-ends · CPC title

• H04M3/5238

  with waiting time or load prediction arrangements · CPC title

• H04M3/4285 Primary

  Notifying, informing or entertaining a held party while on hold, e.g. Music On Hold · CPC title

• H04M7/0027

  Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication · CPC title