| 发明名称 |
Agent-assisted and directed web-channel customer care apparatus, method, and computer program |
| 摘要 |
An agent-assisted and directed web-channel customer care apparatus, method, and computer program is provided to receive, from a first device, an inbound message via an inbound messaging channel and create a web session utilizing a web session server. Session identification is received from the web session server and a unique identifier is transmitted to the first device in order for a second device to connect to an agent device via a web session. Communications is simultaneously maintained with the first and second device via the inbound messaging channel and the web session. |
| 申请公布号 |
US8972507(B1) |
申请公布日期 |
2015.03.03 |
| 申请号 |
US201113011518 |
申请日期 |
2011.01.21 |
| 申请人 |
West Corporation |
发明人 |
Hendren Chad David;Winston Michelle Mason;Welch Kevin Todd;Ehrenberg Jerry |
| 分类号 |
H04L12/00;H04L12/12 |
主分类号 |
H04L12/00 |
| 代理机构 |
|
代理人 |
|
| 主权项 |
1. A computer-implemented method, comprising:
receiving, from a first device, an inbound message via an inbound messaging channel; determining, by a multimodal application, a type of the inbound messaging channel; creating a web session utilizing a web session server based on the type of the inbound messaging channel; receiving a session identification from the web session server; transmitting a unique identifier to the first device in order for a second device to connect to an agent device via a web session; directing a user, by the multimodal application, to an appropriate web channel based on the type of the inbound messaging channel; and simultaneously maintaining communications with the first and second device via the inbound messaging channel and the web session. |
| 地址 |
Omaha NE US |
