Call center customer service kiosk

Patent metadata

Field	Value
Publication number	US-9256726-B2
Application number	US-201414309515-A
Country	US
Kind code	B2
Filing date	Jun 19, 2014
Priority date	Feb 19, 2014
Publication date	Feb 9, 2016
Grant date	Feb 9, 2016

Abstract

A customer uses an in store kiosk to establish a communication session, such as a video communication session between the kiosk and an agent in a contact center. The customer can transfer the communication session to the customer's personal mobile communication device by selecting to transfer the communication session at the kiosk. A presence of the customer's personal mobile communication device is detected. The presence of the customer's personal mobile communication device can be detected by the use of various technologies, such as Near Field Communications or scanning a code on the kiosk from the mobile communication device. In response to detecting the presence of the mobile communication device the communication session is transferred from the kiosk to the mobile communication device using a communication application in the mobile communication device.

First claim

What is claimed is:

1. A method comprising:
receiving, by a processor, an indication that a user of a kiosk wants to transfer a communication session, between an agent terminal of a contact center and the kiosk, from the kiosk to a mobile communication device;
receiving, by the processor, an indication that a customer has scanned a code on the kiosk that is one of: a Quick Response Code (QRCode), a bar code, a Radio Frequency Identifier (RFID), a scanned code, or a serial number;
in response to receiving the indication that the customer has scanned the code on the kiosk, transferring, by the processor, the communication session from the kiosk to the mobile communication device;
determining, by the processor, that the code is associated with a specific type of product or service provided by a store; and
in response to determining that the code is associated with the specific type of product or service provided by the store, providing a map that identifies a location in the store where the customer can find the specific type of product or service.

2. The method of claim 1 , further comprising:
determining if the mobile communication device needs to download a communication application; and
in response to determining that the mobile communication device needs to download the communication application, downloading the communication application on the mobile communication device.

3. The method of claim 2 , wherein the contact center receives a telephone number of the mobile communication device for transferring the communication session from the kiosk to the mobile communication device.

4. The method of claim 1 , wherein the code is received using one of: Near Field Communication (NFC), Bluetooth, or proximity based radio communications.

5. The method of claim 1 , wherein the communication session is between the customer and an agent of the contact center, and when the communication session is transferred from the kiosk to the mobile communication device, a single communication record of the communication session is maintained in the contact center.

6. The method of claim 1 , further comprising:
identifying that a user of the mobile communication device is a previous customer of the contact center; and
encrypting the transferred communication session using one or more encryption keys from a previous contact with the customer of the contact center.

7. The method of claim 1 , wherein the communication session between the contact center and the kiosk comprises downloading a document to the kiosk and further comprising:
downloading the document for display on the mobile communication device in response to transferring the communication session from the kiosk to the mobile communication device.

8. The method of claim 1 , wherein the communication session between the contact center and the kiosk is the video communication session with an agent of the contact center, wherein the code is provided based on an input from the agent of the contact center, and wherein the code is displayed as part of a video stream from the contact center that is displayed on the kiosk.

9. The method of claim 1 , further comprising: in response to the code being associated with the specific type of product or service provided by the store, conferencing in an employee located in the store.

10. The method of claim 1 , wherein a user of the mobile communication device can select a list of options associated with transferring the communication session from the kiosk to the mobile communication device comprising:
providing the map;
conferencing an employee located in the store; and
transferring a video communication session on the kiosk to an audio only communication session on the mobile communication device.

11. A system comprising:
a processor;
a communication manager, executed by the processor, that receives an indication that a customer has scanned a code on a kiosk that is one of: a Quick Response Code (QRCode), a bar code, a Radio Frequency Identifier (RFID), a scanned code, or a serial number, transfers a communication session, between an agent terminal of a contact center and the kiosk, from the kiosk to a mobile communication device in response to receiving the indication that the customer has scanned the code on the kiosk, determines that the code is associated with a specific type of product or service provided by a store and provides a map that identifies a location in the store where the customer can find the specific type of product or service in response to determining that the code is associated with the specific type of product or service provided by the store.

12. The system of claim 11 , further comprising a kiosk module, executed by the processor, that determines if the mobile communication device needs to download a communication application and downloads the communication application on the mobile communication device in response to determining that the mobile communication device needs to download the communication application.

13. The system of claim 11 , wherein the communication session between the contact center and the kiosk comprises downloading a document to the kiosk and wherein the communication manager downloads the document for display on the mobile communication device in response to transferring the communication session from the kiosk to the mobile communication device.

14. The system of claim 11 , wherein the communication session between the contact center and the kiosk is the video communication session with an agent of the contact center, wherein the code is provided based on an input from the agent of the contact center, and wherein the code is displayed as part of a video stream from the contact center that is displayed on the kiosk.

15. The system of claim 11 , in response to the code being associated with the specific type of product or service provided by the store, conferencing in an employee located in the store.

16. A tangible and non-transient computer readable medium having stored thereon instructions that cause a processor to execute a method, the method comprising:
instructions to receive an indication from a kiosk that a user of the kiosk wants to transfer a communication session, between an agent terminal of a contact center and the kiosk, from the kiosk to a mobile communication device;
instructions to receive an indication that a customer has scanned a code on the kiosk that is one of: a Quick Response Code (QRCode), a bar code, a Radio Frequency Identifier (RFID), a scanned code, or a serial number;
in response to receiving the indication that the customer has scanned the code on the kiosk, instructions to transfer the communication session from the kiosk to the mobile communication device;
instructions to determine that the code is associated with a specific type of product or service provided by a store; and
in response to determining that the code is associated with the specific type of product or service provided by the store, instructions to provide a map that identifies a location in the store where the customer can find the specific type of product or service.

17. The system of claim 11 , wherein the contact center receives a telephone number of the mobile communication device for transferring the communication session from the kiosk to the mobile communication device.

18. The system of claim 11 , wherein the code is received using one of: Near Field Communication (NFC), Bluetooth, or proximity based radio communications.

19. The system of claim 11 , wherein the communication session is between

Assignees

• Avaya Inc

Inventors

• Ordille Joann
• Krishnakumar Anjur Sundaresan
• Yajnik Shalini

Classifications

• H04W4/008

  Electricity · mapped topic

• H04M3/5183

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

• H04M3/58

  Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party (substation line holding circuits H04M1/80) · CPC title

• H04W4/16

  Communication-related supplementary services, e.g. call-transfer or call-hold · CPC title

• H04M1/72525

  Electricity · mapped topic