Method and apparatus of providing live support service in a notification system

摘要

A method and apparatus of providing notifications to a customer is disclosed. One example method of operation may include identifying a notification event associated with a customer via a customer management module and retrieving a customer preference record and determining a notification device preference for a customer Internet protocol (IP) device included in the customer preference record. The method may also include transmitting the notification event to the customer's IP device based on the notification device preference, the notification event may include a live agent support option which may be accessed in the event that the automated support options fail to satisfy the customer's questions and concerns.

主权项

1. A method, comprising:
transmitting a notification event to a customer's device based on a notification device preference and based on a content of the notification event, the notification event including a live agent support option and a video message option explaining a purpose of the notification event and answering questions pertaining to the notification event and cross-correlating information received, the transmitting based on a request from a customer to receive the notification event; receiving a response from the customer's device requesting information regarding preparation for the notification event; and providing the customer's device with access to the requested information.