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WO2002009399A3 - Customer support system and method providing virtual and live agent interaction over a data network - Google Patents

Customer support system and method providing virtual and live agent interaction over a data network Download PDF

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Publication number
WO2002009399A3
WO2002009399A3 PCT/IB2001/001281 IB0101281W WO0209399A3 WO 2002009399 A3 WO2002009399 A3 WO 2002009399A3 IB 0101281 W IB0101281 W IB 0101281W WO 0209399 A3 WO0209399 A3 WO 0209399A3
Authority
WO
WIPO (PCT)
Prior art keywords
live agent
interaction
help
agent
data network
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Ceased
Application number
PCT/IB2001/001281
Other languages
French (fr)
Other versions
WO2002009399A2 (en
Inventor
Mario Davoli
Brian Postlethwaite
Yim Chun Cheung
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Telefonaktiebolaget LM Ericsson AB
Original Assignee
Telefonaktiebolaget LM Ericsson AB
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Telefonaktiebolaget LM Ericsson AB filed Critical Telefonaktiebolaget LM Ericsson AB
Priority to AU2001275766A priority Critical patent/AU2001275766A1/en
Publication of WO2002009399A2 publication Critical patent/WO2002009399A2/en
Publication of WO2002009399A3 publication Critical patent/WO2002009399A3/en
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet

Landscapes

  • Engineering & Computer Science (AREA)
  • Business, Economics & Management (AREA)
  • Human Resources & Organizations (AREA)
  • Economics (AREA)
  • Marketing (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Strategic Management (AREA)
  • Operations Research (AREA)
  • Game Theory and Decision Science (AREA)
  • Educational Administration (AREA)
  • Development Economics (AREA)
  • Quality & Reliability (AREA)
  • Tourism & Hospitality (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Signal Processing (AREA)
  • User Interface Of Digital Computer (AREA)
  • Computer And Data Communications (AREA)

Abstract

A system for providing integrated self directed and live agent interaction between enterprise users and an enterprise over data networks. An intelligent agent enabled help module having natural language capabilities and available for self directed help information to users over a data network. A live agent represented by enterprise call center resources, having access to said data network. An integration module for providing selective integration of a self directed help session by a user with an intelligent agent enabled help module and/or live agent. A monitoring module for enabling live agent monitoring of user/customer interaction with the system. A method for providing integrated self directed, virtual agent and live agent interaction between customers and enterprises over data networks. User access over a data network to an intelligent agent enabled help module having natural language capabilities is provided. Self directed help activities and interaction between users and the help module is monitored. Activities and/or interaction requiring live agent integration are recognized. Integrating a live agent into an ongoing self directed help session by the user based on the recognition of activities and/or interaction requiring live agent interaction.
PCT/IB2001/001281 2000-07-20 2001-07-18 Customer support system and method providing virtual and live agent interaction over a data network Ceased WO2002009399A2 (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
AU2001275766A AU2001275766A1 (en) 2000-07-20 2001-07-18 Customer support system and method providing virtual and live agent interaction over a data network

Applications Claiming Priority (18)

Application Number Priority Date Filing Date Title
US62029700A 2000-07-20 2000-07-20
US61998200A 2000-07-20 2000-07-20
US62004800A 2000-07-20 2000-07-20
US61977900A 2000-07-20 2000-07-20
US62043400A 2000-07-20 2000-07-20
US61982200A 2000-07-20 2000-07-20
US62029100A 2000-07-20 2000-07-20
US61995100A 2000-07-20 2000-07-20
US61992200A 2000-07-20 2000-07-20
US09/620,291 2000-07-20
US09/620,434 2000-07-20
US09/619,982 2000-07-20
US09/619,951 2000-07-20
US09/620,297 2000-07-20
US09/620,048 2000-07-20
US09/619,922 2000-07-20
US09/619,822 2000-07-20
US09/619,779 2000-07-20

Publications (2)

Publication Number Publication Date
WO2002009399A2 WO2002009399A2 (en) 2002-01-31
WO2002009399A3 true WO2002009399A3 (en) 2002-10-10

Family

ID=27578886

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/IB2001/001281 Ceased WO2002009399A2 (en) 2000-07-20 2001-07-18 Customer support system and method providing virtual and live agent interaction over a data network

Country Status (2)

Country Link
AU (1) AU2001275766A1 (en)
WO (1) WO2002009399A2 (en)

Cited By (2)

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US7505921B1 (en) 2000-03-03 2009-03-17 Finali Corporation System and method for optimizing a product configuration
US7599861B2 (en) 2006-03-02 2009-10-06 Convergys Customer Management Group, Inc. System and method for closed loop decisionmaking in an automated care system

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US20060140381A1 (en) * 2004-12-29 2006-06-29 Marian Croak Method and apparatus for segmenting communication network customers into service tiers
US8386320B2 (en) * 2005-04-20 2013-02-26 Contact At Once!, Llc System and method for qualifying a lead originating with an advertisement published on-line
US8885812B2 (en) 2005-05-17 2014-11-11 Oracle International Corporation Dynamic customer satisfaction routing
US8583466B2 (en) 2005-08-09 2013-11-12 Oracle International Corporation System and method for routing workflow items based on workflow templates in a call center
US7818340B1 (en) * 2005-12-01 2010-10-19 Peter Warren Computer-implemented method and system for enabling network communication using sponsored chat links
US8117196B2 (en) * 2006-01-23 2012-02-14 Chacha Search, Inc. Search tool providing optional use of human search guides
US8379830B1 (en) 2006-05-22 2013-02-19 Convergys Customer Management Delaware Llc System and method for automated customer service with contingent live interaction
US7809663B1 (en) 2006-05-22 2010-10-05 Convergys Cmg Utah, Inc. System and method for supporting the utilization of machine language
TW200919203A (en) 2007-07-11 2009-05-01 Ibm Method, system and program product for assigning a responder to a requester in a collaborative environment
US20120246081A1 (en) * 2011-03-25 2012-09-27 Next It Corporation Systems and Methods for Automated Itinerary Modification
US8787553B2 (en) * 2011-09-22 2014-07-22 At&T Intellectual Property I, L.P. Implementing a network of intelligent virtual service agents to provide personalized automated responses
WO2013059199A1 (en) 2011-10-17 2013-04-25 Disintermediation Services, Inc. Two-way real time communication allowing asymmetric participation across multiple electronic platforms
US9042540B2 (en) 2012-10-30 2015-05-26 Teletech Holdings, Inc. Method for providing support using answer engine and dialog rules
EP2821943A1 (en) * 2013-07-03 2015-01-07 Accenture Global Services Limited Query response device
US9559993B2 (en) 2014-10-02 2017-01-31 Oracle International Corporation Virtual agent proxy in a real-time chat service
US10218651B2 (en) * 2015-04-20 2019-02-26 Oracle International Corporation Virtual assistance for chat agents
CN107040450B (en) * 2016-07-20 2018-06-01 平安科技（深圳）有限公司 Automatic reply method and device
US10904169B2 (en) 2017-08-08 2021-01-26 International Business Machines Corporation Passing chatbot sessions to the best suited agent
US10171662B1 (en) 2017-09-22 2019-01-01 International Business Machines Corporation Intervention in conversation between virtual agent and user
US10951761B1 (en) 2017-12-20 2021-03-16 Wells Fargo Bank, N.A. System and method for live and virtual support interaction
US11019004B1 (en) 2018-01-04 2021-05-25 Amdocs Development Limited System, method, and computer program for performing bot engine abstraction
US11005786B2 (en) * 2018-06-28 2021-05-11 Microsoft Technology Licensing, Llc Knowledge-driven dialog support conversation system
US10580176B2 (en) 2018-06-28 2020-03-03 Microsoft Technology Licensing, Llc Visualization of user intent in virtual agent interaction
US11308634B2 (en) 2020-02-05 2022-04-19 Datalogic Ip Tech S.R.L. Unsupervised anchor handling for machine vision system
US11734518B2 (en) 2021-12-21 2023-08-22 The Adt Security Corporation Analyzing monitoring system events using natural language processing (NLP)
US11862165B1 (en) 2022-08-30 2024-01-02 Truist Bank Optimized virtual assistant for connecting a user to a live agent

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EP0829996A2 (en) * 1996-08-23 1998-03-18 AT&T Corp. Correlating information between internet and call center environments
US5907547A (en) * 1996-10-24 1999-05-25 At&T Corp System and method for establishing internet communications links
US6028925A (en) * 1996-09-23 2000-02-22 Rockwell International Corp. Telephonic switching system, telephonic switch and method for servicing telephone calls using virtual memory spaces
US6078325A (en) * 1991-05-31 2000-06-20 Edify Corporation Object oriented customer information exchange system and method
EP1035718A1 (en) * 1999-03-08 2000-09-13 Lucent Technologies Inc. Method and system for enterprise service balancing

Patent Citations (5)

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US6078325A (en) * 1991-05-31 2000-06-20 Edify Corporation Object oriented customer information exchange system and method
EP0829996A2 (en) * 1996-08-23 1998-03-18 AT&T Corp. Correlating information between internet and call center environments
US6028925A (en) * 1996-09-23 2000-02-22 Rockwell International Corp. Telephonic switching system, telephonic switch and method for servicing telephone calls using virtual memory spaces
US5907547A (en) * 1996-10-24 1999-05-25 At&T Corp System and method for establishing internet communications links
EP1035718A1 (en) * 1999-03-08 2000-09-13 Lucent Technologies Inc. Method and system for enterprise service balancing

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
KAUFMAN H: "CALL CENTERS IN CYBERSPACE", COMMUNICATIONS NEWS, XX, XX, vol. 34, no. 7, 1 July 1997 (1997-07-01), pages 20 - 21, XP002054723 *

Cited By (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7505921B1 (en) 2000-03-03 2009-03-17 Finali Corporation System and method for optimizing a product configuration
US7599861B2 (en) 2006-03-02 2009-10-06 Convergys Customer Management Group, Inc. System and method for closed loop decisionmaking in an automated care system

Also Published As

Publication number Publication date
WO2002009399A2 (en) 2002-01-31
AU2001275766A1 (en) 2002-02-05

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