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Customer Support Phone System Selecting a Specialized Agent before the Call

IP.com Disclosure Number: IPCOM000246651D
Publication Date: 2016-Jun-24
Document File: 3 page(s) / 172K

Publishing Venue

The IP.com Prior Art Database

Abstract

Disclosed is a system that utilizes existing artificial intelligence to identify a customer issue and select a specialized support agent before it routes the customer call, thus eliminating the need to involve multiple agents and make multiple transfers during the call.

This text was extracted from a PDF file.
This is the abbreviated version, containing approximately 51% of the total text.

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Customer Support Phone System Selecting a Specialized Agent before the Call

Using phone calls for customer support presents many pain points for both the businesses offering support and the customers. When calling the support line for a complex problem, a customer is often re-routed multiple times before talking to an agent who has the right field of specialization for the problem. For every transfer from one agent to the next, either customers have to explain the problem again or the current agent has to explain the problem to the new agent. This leads to a long time spent on the phone, creating frustration for the customer and high cost for the business because this inefficient process involves many agents. In addition, relating a phone call to an existing support ticket requires the agent to manually fetch the ticket number. Further, sharing files (e.g., screenshots, log files, etc.) during a support phone call is difficult, but often necessary to explain the problem.

A method is needed to save time on the phone for both customers and support agents.

The novel solution is a system that utilizes existing artificial intelligence to identify a customer issue and then select a specialized agent before the routing the phone call, thus eliminating the need to involve multiple agents and make multiple transfers during the call.

Upon the creation of a new issue in the system, an artificial intelligence interacts with the customer to first understand the skill set needed to solve the problem, and then pair this data with the information contained in a database of the support agents to find the best agent to whom to assign the call. The system provides the customer with a phone number and direct extension to call, allowing the customer to talk to the correct agent. This saves time and effort for both the customer and the support agent(s). The assigned agent has access to the initial information collected by the artificial intelligence, which accelerates the process of the call.

This system allows the customer to decide how to balance urgency and the relationship built with an agent. If a customer calls the support desk in relation to an existing ticket, the system offers that customer the option either to speak with the same agent that previously worked on the problem (which might mean waiting for that agent) or to call a new specialized agent (who would have full visibility of the ticket history). The number extension also allows the phone call to be related to the ticket, saving audio recording and transcript in the ticket history.

Figure: Process flow

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Example Embodiment #1: Support call is related to an existing ticket/issue

1. The customer can press the call button directly from the issue view, which contains the...