Using existing web-based information to generate responses to user queries
View Patent ↗Email response management systems (ERMSs) have previously been developed for use with contact centers where email queries are received from customers. These ERMSs have contained pre-configured information suitable for incorporating into email responses. A major problem with this approach is that a large amount of work is required to pre-configure the information and to add that to the ERMS. A method and system are provided for enabling existing web-based information to be used to formulate such responses, not just for email but also for other media such as text chat, SMS, video, and more. The existing web-based information does not need to be altered or dedicated for a particular response management system and contact centre. Rather it can be pre-existing information used for other purposes.
1. A method of enabling web-based information to be used to generate a response to a user composed email composed email query message, said method comprising the steps of:
(i) receiving requested web-based information at a web-browser together with one or more indicators, each indicator being associated with a particular part of the web-based information and also associated with a message arranged to send the particular part of the web-based information to a management system at a pre-specified location;
(ii) receiving operator input selecting at least one of the indicators and executing the message associated with that indicator such that the associated particular part of the web-based information is sent to the management system for incorporation in the response to the user composed email query message.
2. A method as claimed in claim 1 which further comprises prior to said step (i) of receiving, the step of requesting the web-based information from a web-server using the web-browser.
3. A method as claimed in claim 1 wherein said web-based information is provided to the web-browser by an automatic response generation system.
4. A method as claimed in claim 1 wherein said step (ii) further comprises sending information about the identity of the web-browser or its operator to the management system together with the particular part of the web-based information.
5. A method as claimed in claim 1 wherein said web-browser is associated with one of a plurality of call centre agents in a contact centre.
6. A method as claimed in claim 1 wherein said management system is selected from an email response management system and a text-chat management system.
7. A method as claimed in claim 1 wherein said step (i) of requesting web-based information from a web-server comprises issuing a request from the web-browser to the web-server via a web-server proxy.
8. A method as claimed in claim 7 wherein said web-server proxy is arranged to add said indicators to said web-based information dynamically.
9. A method as claimed in claim 1 wherein the indicators associated with particular parts of the web-based information are pre-specified and stored at the web-server together with the web-based information.
10. A method as claimed in claim 1 wherein said message comprises a hyper-text transfer protocol (HTTP) POST command.
11. A method as claimed in claim 1 wherein said message comprises an indicator which indicates how the web-based information is to be incorporated into the response.
12. A method as claimed in claim 1 wherein said web-based information is incorporated into the response in a manner selected from direct insertion as HTML, conversion to plain text, as an email attachment, or as a URL reference.
13. A method as claimed in claim 1 wherein said web-based information is provided in HTML format throughout the method.
14. A method as claimed in claim 1 wherein the particular part of the web-based information is incorporated into the response without changing the format of the particular part of the web-based information.
15. A system for enabling web-based information to be used to generate a response to a user composed email query message, said system comprising:
(i) a web-browser arranged to receive requested web-based information together with one or more indicators, each indicator being associated with a particular part of the web-based information and also associated with a message arranged to send the particular part of the web-based information to a management system at a pre-specified location;
(ii) a user-interface arranged to receive operator input selecting at least one of the indicators; and
(iii) a processor arranged to execute, in the event that an indicator is selected, the message associated with that indicator such that the associated particular part of the web-based information is sent from the web-browser to the management system for incorporation in the response to the user composed email query message.
16. A system as claimed in claim 15 which further comprises a web-server comprising the web-based information, associated indicators and associated messages.
17. A system as claimed in claim 15 which further comprises a web-server comprising the web-based information and a web-server proxy which is arranged to provide the indicators and messages associated with the web-based information.
18. A contact centre management system for use in a contact centre comprising a plurality of contact centre operator stations each with a web-browser, said contact centre management system comprising:
(i) an allocator arranged to allocate incoming user composed email query messages between the contact centre operator stations;
(ii) an output arranged to send responses to the user composed email query messages;
(iii) a processor arranged, for each operator station, to maintain at least one active response to a user composed email query message that is in the process of being formulated by an operator at that operator station;
(iv) an input arranged to receive a message from a web-browser at any of the contact centre operator stations said message being arranged to cause associated web-based information to be sent to the contact centre management system; and wherein said processor is further arranged to input said web-based information into an active user composed email query message response.
19. A contact centre management system as claimed in claim 18 wherein said processor is arranged to input said web-based information into an active response without substantially changing the format of the web-based information.
20. A contact centre management system as claimed in claim 18 wherein said input is further arranged to receive information about the identity of an operator station associated with the message.
21. A contact centre management system as claimed in claim 20 wherein said identity information is provided using a cookie stored at the web-browser of the operator station.
22. A contact centre management system as claimed in claim 18 wherein said message comprises an HTTP POST command.
23. A method of operating a contact centre management system in a contact centre comprising a plurality of contact centre operator stations each with a web-browser, said method comprising the steps of:
(i) receiving at least one user composed email query message and allocating that query message to one of the contact centre operator stations;
(ii) maintaining an active user composed email query message response which is in the process of being formulated by the associated contact centre operator;
(iii) receiving and activating a message from a web-browser at the associated contact centre operator station; said message being arranged to cause associated web-based information to be sent to the contact centre management system; and
(iv) inputting said web-based information to the active user composed email query message response.
24. A computer program stored on a computer readable medium and arranged to carry out the method of any of claims 1 .
25. A contact centre comprising a contact centre management system as claimed in claim 18 .
26. A method as claimed in claim 1 wherein said web-based information comprises items representing other information and arranged to be replaced by that other information prior to or during the incorporation of the web-based information into the response.
27. A method as claimed in claim 24 wherein said items represent information about any of the user query message and a user associated with the user query message.
28. A method as claimed in claim 24 wherein said items have a form selected from: pre-defined text strings, pre-defined URL references, meta-tags, XML template or template listing search and replace text.
29. A method as claimed in claim 26 which further comprises, at the management system, replacing any of said items representing other information by information accessed by the management system.
30. A contact centre management system as claimed in claim 18 wherein said associated web-based information comprises items representing other information and arranged to be replaced by that other information.
31. A contact centre management system as claimed in claim 30 wherein information accessible to the contact centre management system is used to replace the items in the web-based information with the information represented by those items before incorporation into the response.