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Method and System for Enabling a User to Choose Support Agents in a Customer Support System

IP.com Disclosure Number: IPCOM000247817D
Publication Date: 2016-Oct-06
Document File: 3 page(s) / 64K

Publishing Venue

The IP.com Prior Art Database

Abstract

A method and system is disclosed for enabling a user to choose support agents in a customer support system. The method and system utilizes natural language analysis and artificial intelligence (AI) to understand an issue at hand and selects a set of support agents to be provided to the user as options. The method and system, then, enables the user to choose a support agent based on a relationship of the user with a specific support agent versus an urgency of the issue.

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Method and System for Enabling a User to Choose Support Agents in a Customer Support System

Disclosed is a method and system for enabling a user to choose support agents in a customer support system. The method and system utilizes natural language analysis and artificial intelligence (AI) to understand an issue at hand and selects a set of support agents to be provided to the user as options. The method and system, then, enables the user to choose a support agent based on a relationship of the user with a specific support agent versus an urgency of the issue.

The method and system utilizes Natural Language Processing (NLP) systems and AI means to open an issue. An issue is communicated to the system through various forms of communication such as, but not limited to, chat, phone support, and tickets as communication points that are collected into a single interface.

The method and system, then, enables the user to view a length of waiting time for a most immediate support agent available to help the user with an issue. Further, the method and system also indicates a different longer time period of wait for a support agent that the user has worked with previously either on the current issue or for a previously closed issue pertaining to the user.

Thus, an interface provided by the method and system provides the user a view of an expected time until a support agent responds or is ready to speak as well as an Application Programming Interface (API) to contact the user as specified in the user's preferences.

In accordance with an embodiment, once the issue has been handed off to a support agent from the NLP system or from one support agent to another, the method and system provides the user an option of "relationship" in contacting a support agent that the user had previously connected with, versus urgency of the ticket in contacting a first available support agent via an interface. Thus, the method and system enables the user to decide how to balance urgency of an issue as well as a relationship built with the support agent.

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