Gesture-based call center agent state change control

A state update and gesture technology, applied in the direction of electrical digital data processing, input/output process of data processing, input/output of user/computer interaction, etc., can solve long queues/IVR, repeated calls, company brand damage, etc. question

Pending Publication Date: 2022-03-29
阿瓦亚管理有限合伙公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Such incidents lead to customer frustration, repeated calls, longer queues / IVR, lost revenue, damaged company brand and reduced loyalty

Method used

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  • Gesture-based call center agent state change control
  • Gesture-based call center agent state change control
  • Gesture-based call center agent state change control

Examples

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Embodiment Construction

[0059] The ensuing description provides examples only, and is not intended to limit the scope, applicability, or configuration of the claims. Rather, the ensuing description will provide those skilled in the art with an enabling description for implementing the embodiments. It being understood that various changes may be made in the function and arrangement of elements without departing from the spirit and scope of the appended claims.

[0060] Any reference in the description includes a numerical reference number, no alphabetic sub-reference identifier when present in a drawing, and when used in the plural, is a reference to any two or more elements with similar reference numbers references. When such a reference is made in the singular, but does not identify a subreference identifier, it is a reference to one of the elements of the same number, but not to a specific element within the element. Any express contrary usage herein or to provide further qualification or identif...

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PUM

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Abstract

The invention provides call center agent state change control based on gestures. If the state change is abrupt or considered to be sufficiently short in duration, a user of the networked communication device may omit updating its availability state and the availability state of the associated communication device. By rapidly changing their state, the routing component can more accurately know whether communications routed to the communication device will be answered. By utilizing the camera and gesture processing logic, users can update their state naturally and quickly without navigating menus or selection options through manual, haptic interactions with the communication device.

Description

[0001] Copyright Notice [0002] Portions of the disclosure of this patent document contain material that is protected by copyright. The copyright owner has no objection to the facsimile reproduction by anyone of the patent document or the patent disclosure as it appears in the Patent and Trademark Office patent files or records, but otherwise reserves all copyrights. technical field [0003] The present invention relates generally to systems and methods for machine input, and more particularly to contactless state changes of nodes on a network. Background technique [0004] Does it sound familiar when you call the contact center, navigate through the Interactive Voice Response (IVR) tree, select the correct option in the IVR menu tree, and end up with the phone just keeps ringing? This is not a call routing error; rather, the agent may not be at his desk or decide not to answer the call. Most contact center services use agent status as one of the key criteria for routing ...

Claims

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Application Information

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Patent Type & AuthorityApplications(China)
IPC IPC(8): H04L67/56H04L51/02H04M3/51G06F3/01
CPCH04L51/02H04M3/5166G06F3/017H04M3/42374H04M3/5183H04M3/5175G06V40/113G06V10/82H04M2203/40G06V40/20G06F18/21G06F18/22
InventorH·V·曼迪拉塔D·查维斯J·A·杨
Owner阿瓦亚管理有限合伙公司