System and method for analytics with automated whisper mode

Patent metadata

Field	Value
Publication number	US-10367942-B2
Application number	US-201816151443-A
Country	US
Kind code	B2
Filing date	Oct 4, 2018
Priority date	Jul 1, 2016
Publication date	Jul 30, 2019
Grant date	Jul 30, 2019

Abstract

A service session is facilitated via a packet switched network; in the service session, user equipment participates in an interactive communication exchange with an agent via a first interaction mode, and the interactive communication exchange is based on a user inquiry. The interactive communication exchange is monitored and a determination is made that a consultation service would facilitate resolution of the user inquiry. A service resource is associated with the service session responsive to determining that the consultation service would facilitate the resolution; the service resource provides consultation to the agent via a second interaction mode without exposing the consultation to the user equipment. The consultation elevates an experience level employed in the first service session towards resolution of the user inquiry.

First claim

What is claimed is:

1. A method, comprising:
facilitating, by a processing system including a processor, a customer service session via a communication network, wherein customer equipment participates in a first interactive communication exchange with a first customer service agent via a network connection using a first interaction mode;
monitoring, by the processing system, the first interactive communication exchange;
associating, by the processing system based on the monitoring, a second customer service agent with the customer service session, wherein the second customer service agent provides a consultation service to the first customer service agent in a second interactive communication exchange using a second interaction mode different from the first interaction mode, without exposing the consultation service to the customer equipment, wherein the first custom er service agent provides, in accordance with the monitoring, an assessment of a customer mood to the second customer service agent; and
determining, by the processing system based on the assessment, whether to associate an additional customer service resource with the customer service session.

2. The method of claim 1 , wherein the first customer service agent comprises an automated system and the second customer service agent is a live agent.

3. The method of claim 2 , further comprising determining, by the processing system, an availability of the live agent.

4. The method of claim 3 , further comprising modifying, by the processing system, a queue for assignment of the live agent to the customer service session based on the assessment.

5. The method of claim 1 , wherein responsive to an interruption of the network connection, the customer service session is maintained for a predetermined time period.

6. The method of claim 5 , wherein the customer is a subscriber to the communication network, and wherein the time period is in accordance with a subscription level of the customer.

7. The method of claim 5 , wherein the time period is in accordance with an experience of the customer in a previous customer service session.

8. The method of claim 1 , wherein the first interaction mode and the second interaction mode each comprise voice, video, instant messaging, short message service (SMS), multimedia messaging service (MMS), hypertext, file transfer, data exchange or any combination thereof.

9. The method of claim 1 , wherein at least one of the first interactive communication exchange and the second interactive communication exchange comprises a peer-to-peer connection.

10. The method of claim 1 , further comprising:
determining, by the processing system, a customer inquiry based on the monitoring.

11. A device comprising:
a processing system including a processor; and
a memory that stores executable instructions that, when executed by the processing system, facilitate performance of operations comprising:
facilitating a customer service session via a communication network, wherein customer equipment participates in a first interactive communication exchange with a first customer service agent via a network connection using a first interaction mode;
monitoring the first interactive communication exchange;
determining a customer inquiry based on the monitoring;
associating, based on the monitoring, a second customer service agent with the customer service session, wherein the second customer service agent provides a consultation service to the first customer service agent in a second interactive communication exchange using a second interaction mode without exposing the consultation service to the customer equipment, wherein the first customer service agent provides an assessment of a customer mood to the second customer service agent; and
determining, based on the assessment, whether to associate an additional customer service resource with the customer service session.

12. The device of claim 11 , wherein the second interaction mode is different from the first interaction mode.

13. The device of claim 11 , wherein the first interaction mode and the second interaction mode each comprise voice, video, instant messaging, short message service (SMS), multimedia messaging service (MMS), hypertext, file transfer, data exchange or any combination thereof.

14. The device of claim 11 , wherein the first customer service agent comprises an automated system and the second customer service agent is a live agent, and wherein the operations further comprise determining an availability of the live agent.

15. The device of claim 14 , wherein the operations further comprise modifying a queue for assignment of the live agent to the customer service session based on the assessment.

16. A non-transitory machine-readable medium comprising executable instructions that, when executed by a processing system including a processor, facilitate performance of operations, comprising:
facilitating a customer service session via a communication network, wherein customer equipment participates in a first interactive communication exchange with a first customer service agent via a network connection using a first interaction mode;
monitoring the first interactive communication exchange;
associating, based on the monitoring, a second customer service agent with the customer service session, wherein the second customer service agent provides a consultation service to the first customer service agent in a second interactive communication exchange using a second interaction mode without exposing the consultation service to the customer equipment, wherein the first customer service agent provides an assessment of a customer mood to the second customer service agent; and
determining, based on the assessment, whether to associate an additional customer service resource with the customer service session.

17. The non-transitory machine-readable medium of claim 16 , wherein the second interaction mode is different from the first interaction mode, and wherein the operations further comprise determining a customer inquiry based on the monitoring.

18. The non-transitory machine-readable medium of claim 16 , wherein the first interaction mode and the second interaction mode each comprise voice, video, instant messaging, short message service (SMS), multimedia messaging service (MMS), hypertext, file transfer, data exchange or any combination thereof.

19. The non-transitory machine-readable medium of claim 16 , wherein the first customer service agent comprises an automated system and the second customer service agent is a live agent.

20. The non-transitory machine-readable medium of claim 19 , wherein the operations further comprise modifying a queue for assignment of the live agent to the customer service session based on the assessment.

Assignees

• At & T Ip I Lp

Inventors

• Klein Reuben
• Gilbert Mazin E

Classifications

• H04M7/1295

  Details of dual tone multiple frequency signalling · CPC title

• H04L51/02 Primary

  using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages · 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

• H04L12/1827

  Network arrangements for conference optimisation or adaptation · CPC title

• H04M3/5191 Primary

  interacting with the Internet · CPC title