发明名称 |
METHOD AND APPARATUS FOR MANAGING CUSTOMER INTERACTIONS ON MULTIPLE INTERACTION CHANNELS |
摘要 |
A computer-implemented method and an apparatus facilitate management of customer interactions on multiple interaction channels. A communication quality metric and a contextual environment are tracked for an ongoing customer interaction executed on a first interaction channel. A closure of the first interaction channel is effected based on at least one of: a detected change in a current value associated with the communication quality metric to be below a preset threshold value, a detected or an anticipated change in the contextual environment, and a receipt of a customer request for closing the first interaction channel. The effecting of the closure of the first interaction channel includes a transitioning of the ongoing customer interaction from the first interaction channel to a second interaction channel. |
申请公布号 |
WO2016205818(A1) |
申请公布日期 |
2016.12.22 |
申请号 |
WO2016US38424 |
申请日期 |
2016.06.20 |
申请人 |
24/7 CUSTOMER, INC. |
发明人 |
MONEGAN, Michael;SINGH, Tajinder |
分类号 |
H04M3/00;H04M5/00;H04M7/00 |
主分类号 |
H04M3/00 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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