System and method for supporting self service and associated agent-assisted service call routing

摘要

A method and system support an interaction of a user with a self service application via a self service access terminal, which may be a mobile device. The user employs the self service access terminal to navigate a decision tree associated with the self service application. When the user reaches a point in the decision tree which indicates that an agent-assisted service session should be initiated between the user and a human agent, the voice call may be initiated and data associated with the interaction with the self service application is communicated to an agent computer which displays the data to the human agent who handles the voice call. The data may include user data, environmental data, line-of-business data pertaining to the user, and/or data indicating the path on the decision tree which the user traversed prior to the voice call.

主权项

1. A method of supporting an interaction of a user with a self service application, the method comprising:
(1) presenting to the user, via a display device of a self service access terminal, a user interface for the self service application; (2) receiving, via the user interface, a user-supplied input; (3) based at least in part on the user-supplied input, navigating a decision tree associated with the self service application to reach a next node of the decision tree, and presenting to the user a user interface screen which is associated with the next node; (4) repeating steps (2) and (3) until it is determined, without the user requesting an agent-assisted service session, that the agent-assisted service session should be initiated between the user and a human agent; and (5) when it is determined that the agent-assisted service session should be initiated between the user and a human agent, communicating data associated with the interaction with the self service application to an agent computer which displays information to the human agent.