Method and apparatus for diverting callers to web sessions

Patent metadata

Field	Value
Publication number	US-10257353-B2
Application number	US-201715815681-A
Country	US
Kind code	B2
Filing date	Nov 16, 2017
Priority date	Jun 21, 2012
Publication date	Apr 9, 2019
Grant date	Apr 9, 2019

Abstract

A customer support system diverts a customer to an integrated support service to serve the customer better in situations where the use of a single mode of interaction is insufficient. Embodiments of the invention find use where an email or SMS is sent to a customer's smart devices with a link to visual content which helps customer better understand the information.

First claim

The invention claimed is:

1. A computer implemented method for synchronizing calls with Web sessions, comprising:
allocating a processor configured for intelligently supplementing a customer call with a linked Web session with a customer care support (CCS) facility, and
providing synchronization between of visual information transmitted via the linked Web session and audio information transmitted via the customer call.

2. The method of claim 1 , wherein the processor is further configured to automatically establish the linked Web session with a customer care support (CCS) facility that delivers information visually to a customer's device.

3. The method of claim 1 , said CCS comprising any of an interactive voice response (IVR) system, one or more voice agents, or any other automated or live system that relies primarily on non-visual communication.

4. The method of claim 1 , said connected device comprising any of a mobile phone, laptop, PDA, tablet, or any other suitable equipment that provides access to networked services.

5. The method of claim 1 , wherein said linked Web session is established between said CCS and said customer by any of:
forwarding corresponding Web links or content to said customer via any of SMS and email;
asking or instructing said customer to visit a personalized Web page;
opening a preconfigured Web page whenever said customer calls a predefined number;
initiating with a registered customer device a linked session in response to a CCS request; and
said customer initiating a session on said customer's device and linking to said session.

6. The method of claim 1 , wherein said Web session comprises any of an automated Web session and an agent-guided Web session.

7. An apparatus for synchronizing calls with Web sessions, comprising:
a processor configured for intelligently supplementing a customer call with a linked Web session with a customer care support (CCS) facility, and providing synchronization between visual information transmitted via the linked Web session and audio information transmitted via the customer call;
said CCS comprising any of an interactive voice response (IVR) system, one or more voice agents, or any other automated or live system that relies primarily on non-visual communication;
said connected device comprising any of a mobile phone, laptop, PDA, tablet, or any other suitable equipment that provides access to networked services;
wherein said linked Web session is established between said CCS and said customer by any of:
forwarding corresponding Web links or content to said customer via any of SMS and email;
asking or instructing said customer to visit a personalized Web page;
opening a preconfigured Web page whenever said customer calls a predefined number;
initiating with a registered customer device a linked session in response to a CCS request; and
in response to said customer initiating a session on said customer's device and linking to said session.

8. The apparatus of claim 7 , wherein the linked Web session is established with the customer care support (CCS) facility to deliver information visually to said customer's device.

9. A computer implemented method for synchronizing Web sessions with telephone calls, comprising:
establishing a Web session between a customer's device and a customer care support (CCS) facility;
establishing a telephone call session between the customer and the CCS facility;
receiving a call identification message via the Web session from the customer's device at the CCS facility, the call identification message identifying the telephone call session; and
providing synchronization between the Web session and audio information transmitted via the telephone call session.

Assignees

• 24/7 Customer Inc
• [24]7 Ai Inc

Inventors

• Nguyen Patrick
• Oshry Matthew
• Bodell Michael

Classifications

• H04M7/0027

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

• H04M3/5141

  Details of processing calls and other types of contacts in an unified manner (unified messaging in packet-switching networks H04L51/56) · CPC title

• H04M3/5191 Primary

  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

• H04L67/146

  Markers for unambiguous identification of a particular session, e.g. session cookie or URL-encoding · CPC title