LIVE ASSIST

摘要

Customer assistance is provided by leveraging certain contact center infrastructure components to a retail setting. Often contact centers have a wealth of information regarding individual products and services a retail setting may offer. The information, as provided herein, may then be delivered to the customer in the form of a dialogue. The dialogue may be based, in part, on a contact center dialogue for the same or similar item. The customer may then be instructed to perform an act, such as retrieving another item at a certain location. Unlike a contact center, the physical presence of the customer provides an opportunity to receive feedback in the form of monitor the customer's actions to determine if the customer complied with instructions. Optionally, a follow up activity may be imitated based on the customer's compliance.

主权项

1. A method, comprising:
receiving information regarding a customer action of a customer at a first location; conveying indicia of the customer action to a microprocessor; selecting, by the microprocessor, a dialogue from a set of dialogues in response to the customer action, the dialogue having a first action requesting the customer to move to a second location; transmitting the dialogue to a device for delivery to the customer; and monitoring, by the microprocessor, the customer for compliance with the first action by the customer.