Presence awareness agent

Inactive Publication Date: 2007-10-04
AVAYA TECH LLC
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Benefits of technology

[0010] The agent service function can provide a number of benefits relative to conventional ACDs. For example, the agent function can customize the experience of each customer interaction with the contact center, thereby providing increased levels of customer satisfaction while realizing continued operational efficiencies at acceptable, and often mu

Problems solved by technology

This personalized treatment generally leads to a high quality of service, with the main limitation on the quality of service being the number of available agents, but it can be very expensive.
In some applications (particularly applications involving long queue wait times), ACD's can lead to customer frustration and dissatisfaction.
The cost of providing service via the IVR

Method used

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Examples

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Example

[0031] According to a first embodiment of the present invention, a personal agent function 136 is employed (alone or with multi-customer sessions) to provide an intelligent, automated personal assistant for each customer 1-N. The personal agent function 136 collects dynamic and static data to provide an awareness of the contact and current situation based on context, presence, and availability of resources and makes decisions based on this data and predetermined service, agent retention, promotional, and / or business (e.g., bottom line) goals, policies and rules. “Customer awareness” refers to information associated with the customer, such as the auditory and visual inputs characteristic to the contact mode, customer identity, customer transactional or service history, customer needs and preferences, customer profile, customer media personalization of user configurable parameters (e.g., hold music selected, background color selected, etc.) and customer interaction with the contact ce...

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PUM

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Abstract

The present invention is directed to a customer contact 100 in which a agent service function 136 to collect predetermined types of information regarding the contact and/or the contact center 100 and interface with the contact. The interface can include presenting service options to the contact. A mood detector 152 can be used to collect information about the customer's state of mind.

Description

CROSS REFERENCE TO RELATED APPLICATIONS [0001] Cross reference is made to U.S. patent application Ser. Nos. 09 / 756,955, filed Jan. 9, 1999, entitled “Customer Service by Batch”, and Ser. No. 09 / 416,737, filed Oct. 13, 1999, entitled “Multi-Tasking, Web-Based Call Center”, which are incorporated herein by this reference.FIELD OF THE INVENTION [0002] The present invention relates generally to contact centers and specifically to customer relationship management in contact centers. BACKGROUND OF THE INVENTION [0003] A customer contact center typically must balance the quality of service that it provides against the cost of providing such service. When personalized service is needed, an automatic call distribution system (or ACD) typically connects a customer to a contact center agent who has the skills that are needed to service the customer. The agent serves only one customer at a time. This personalized treatment generally leads to a high quality of service, with the main limitation o...

Claims

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Application Information

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IPC IPC(8): H04M5/04G06Q30/00G06Q30/02
CPCG06Q30/016G06Q30/0281G06Q30/02
Inventor BOYER, DAVID G.CARTWRIGHT, SALLYHARKREADER, SUSAN K.HEMM, THOMAS L.KOHLER, JOYLEESELIGMANN, DOREE DUNCAN
Owner AVAYA TECH LLC
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