Method and apparatus for diverting callers to web sessions

Patent metadata

Field	Value
Publication number	US-9871921-B2
Application number	US-201615088069-A
Country	US
Kind code	B2
Filing date	Mar 31, 2016
Priority date	Jun 21, 2012
Publication date	Jan 16, 2018
Grant date	Jan 16, 2018

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:
a processor associated with a customer care support (CCS) facility receiving a query from a customer pursuant to an ongoing non-visual session;
said processor associated with said CCS performing a process of:
automatically detecting a connected device that a customer can access at the moment,
if there are one or more devices that said customer can access at the moment, predicting a type of at least one of the connected devices to which synchronized calls with Web session can be delivered based on previous interaction that said customer had with said CCS; and

said processor associated with said CCS delivering information visually to said customer via said connected device.

2. The method of claim 1 , wherein the process performed by said CCS further includes:
if no connected device is automatically detected, checking with the customer on devices that said customer can access at the moment.

3. The method of claim 1 , wherein the delivering information visually is synchronized with communication of the non-visual session.

4. The method of claim 1 , wherein the non-visual session includes an audio session.

5. The method of claim 1 , further comprising:
said processor associated with said CCS offering said customer an option of receiving service over a Web session, as well as voice, by sending a link to said customer by which said customer can access additional content if said customer can access a connected device.

6. The method of claim 5 , further comprising:
in response to said customer exercising said option and selecting said service, said processor associated with said CCS initiating a Web session and linking said Web session with said ongoing non-visual session by any of:
said processor associated with said CCS sending a link to said customer by any of email, SMS, instant message, or any other digital communication that, when selected by said customer, initiates a linked session;
said processor associated with said CCS playing a message that directs said customer to a personalized Web page that initiates a linked session;
said processor associated with said connected device used by said customer to place a call initiating a linked session in response to a CCS request;
responsive to a device registered by said customer with said processor associated with said CCS initiating a linked session in response to a CCS request, said processor initiating a session with said customer via a mobile device and linking said mobile device in response to receipt of identifying information.

7. The method of claim 6 , further comprising any of:
a wireless carrier or Internet service provider (ISP) configuring a mobile device to open a specific Web page based on a number called, wherein said customer's mobile number is passed to said Web page in a request, or said Web page prompts said customer to enter a mobile number, to link a customer call to a Web session; and
downloading a third party app to said customer's mobile device, wherein said processor associated with said CCS sends a notification to said third party app and, upon receiving notification of said customer launching said third party app, said third party app making a data request to said third party to be linked to a CCS session;
wherein upon launching of an app installed on a mobile device, said customer is prompted for identifying information, and wherein said processor associated with said CCS then links a session with a recent or current CCS session for the same customer.

8. A computer implemented method for synchronizing calls with Web sessions, comprising:
receiving information concerning a customer experiencing an issue or being alerted about an issue through a communication medium;
in response to such situation, a customer care support (CCS) facility receiving a call from a customer to engage in voice interaction to resolve said alert;
a processor associated with said CCS checking for available connected devices that a user can access at the moment;
said processor associated with said CCS deciding whether supplementing said call with a Web session is necessary depending on the nature of content that said CCS has to use to support said customer;
when said alert can be resolved via said call, then said processor associated with said CCS resolving said alert;
when said customer can be better served using visual content, then said processor associated with said CCS confirming said customer's device and supplementing said call accordingly by automatically establishing the linked Web session that is synchronized with communication of the call;
receiving from the customer a confirmation of resolution of said issue; and
said processor associated with said CCS confirming said issue as resolved.

9. The method of claim 8 , wherein the linked Web session is automatically established for communication with the customer care support (CCS) facility that delivers information visually to a customer's device.

10. The method of claim 8 , wherein when said customer can be better served using visual content and said customer has a smart phone, said processor associated with said CCS sending a Web link to said customer which initiates a linked session in which said customer can access said visual content.

11. The method of claim 8 , wherein said issue comprises confirming authentication of a customer when received by an interactive voice response system (IVR) or voice agent;
said processor associated with said CCS supplementing said customer call from said IVR or voice agent with an online or mobile Web session; and
said processor associated with said CCS receiving authentication information from said customer via said online or mobile Web session;
wherein said authentication information is securely entered.

12. The method of claim 8 , wherein said issue comprises a voice recognition conversation including information that is difficult for an IVR system or voice agent to identify during an ongoing communication with said IVR system or voice agent;
said processor associated with said CCS handing off or supplementing said customer call from said IVR or voice agent to an online or mobile Web session;
said processor associated with said CCS receiving said information by non-voice customer entry via said online or mobile Web session; and
once said information is entered, said processor associated with said CCS permitting said IVR system or live agent conversation to continue.

13. The method of claim 8 , further comprising:
said processor associated with said CCS supplementing said call with a Web session and discontinuing said call interaction.

14. The method of claim 8 , further comprising:
responsive to said customer starting a chat session and placing a call at the same time, said processor associated with said CCS receiving identifying information of said customer that links said chat session and said call in response to any of receiving a call number said customer entered in said chat session, or receiving an account number said customer entered in both said chat session and said call.

15. An apparatus for synchronizing calls to Web sessions, comprising:
a processor associated with a customer care support (CCS) facility and configured for receiving a query from a customer pursuant to an ongoing non-visual session;
said processor configured for performing a process of:
automatically detecting a connected device that a customer can access at the moment,
if there are one or more devices that said customer can access at the moment,

Assignees

• 24/7 Customer Inc

Inventors

• Nguyen Patrick
• Oshry Matthew
• Bodell Michael

Classifications

• H04M3/5166

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

• 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

• H04L67/146

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

• H04M3/5191 Primary

  interacting with the Internet · CPC title