Browse Prior Art Database

A method to Inform the Customer Information to the Agent of Call Center in Advance

IP.com Disclosure Number: IPCOM000123580D
Original Publication Date: 1999-Jan-01
Included in the Prior Art Database: 2005-Apr-05
Document File: 3 page(s) / 63K

Publishing Venue

IBM

Related People

Kusuda, R: AUTHOR [+3]

Abstract

A program is disclosed that informs the customer's information, such as physically handicapped information, and what is the customer's questions to the agent of the Call Center before starting the consultation,and runs the appropriate helpful tools automatically. If the agent knows such information in advance, the agent can do more effective guidance. For example, if the customer information indicates that the customer is hard to hear, the system runs "chat" automatically and the agent use it instead of phone from the beginning of the consultation.

This text was extracted from an ASCII text file.
This is the abbreviated version, containing approximately 85% of the total text.

A method to Inform the Customer Information to the Agent of Call
Center in Advance

   A program is disclosed that informs the customer's
information, such as physically handicapped information, and what is
the customer's questions to the agent of the Call Center before
starting the consultation,and runs the appropriate helpful tools
automatically.  If the agent knows such information in advance, the
agent can do more effective guidance.  For example, if the customer
information indicates that the customer is hard to hear, the system
runs "chat" automatically and the agent use it instead of phone from
the beginning of the consultation.

   1.  In case of Internet Call Center 1-1.  The customer
checks the items of the customer information.  Figure-1 shows the
example.  1-2.  The customer writes questions to the form on Web if
needed.  Figure 1 shows the example.  1-3.  When the customer
depresses "Call Agent" button on Web, the information of 1-1 and 1-2
are sent to the Call Center.  1-4.  The icons which indicates the
customer information(1-1) and 1-2 are shown on the desktop of the
agent and related tools are run.  In this case, chat is run.  Figure
2 shows the example.  The icon of telephone with black mark indicates
that user checks "I want to use chat rather than phone" in Figure 1
and the icon at the bottom indicates that user checks "Please speak
slowly" in Figure 1.  1-5.  The agent begins the consultation with
using chat with knowing the customer's...