Managing instant messenger contacts at a contact center
View Patent ↗Instant messaging contacts received at a contact center are directed to a conference with other such contacts before being allocated to an agent. In this way, customers of the contact center are entertained while waiting and have the ability to resolve one another's problems, thereby reducing the load on the contact center's agents. In another aspect, automated instant messaging scripts interact with the customer to elucidate the nature of the customer contact before directing the contact to a human agent.
1. A method of managing instant messaging (IM) contacts at a contact center, comprising the steps of:
a) receiving an IM contact from a first customer via a data network;
b) adding said IM contact to a conference with a plurality of IM contacts from other customers,
c) upon receiving an IM message from an IM contact in said conference, conveying said message to each of the other IM contacts in said conference;
d) locating an agent of said contact center suitable for participating in an IM conversation with said first customer;
e) removing said IM contact of said first customer from said conference; and
f) directing further IM messages from said first customer to said agent and vice versa to effect an IM conversation between said first customer and said agent.
2. A method as claimed in claim 1 , wherein said IM contact received from said first customer is in response to an IM message to said first customer initiated by the contact center or a party associated therewith.
3. A method as claimed in claim 1 , further includes the step of monitoring said conference.
4. A method as claimed in claim 3 , wherein the monitoring is carried out by communicating IM messages from said conference to a human supervisor of the contact center.
5. A method as claimed in claim 4 , further comprising the step of providing said human supervisor with an interface for use in allocating said customers to contact center agents or to queues of the contact center.
6. A method as claimed in claim 4 , wherein said step of locating an agent of said contact center includes receiving an input from said human supervisor, and selecting said agent of said contact center suitable for participating in an IM conversation with said first customer based on said input.
7. A method as claimed in claim 3 , wherein the step of monitoring the conference comprises analyzing one or more IM messages from the said conference by an automatic analysis program.
8. A method as claimed in claim 7 , wherein said automatic analysis program generates information, based on said one or more IM messages, which is used to locate an agent of said contact center suitable for participating in an IM conversation with said first customer.
9. A method as claimed in claim 1 , further comprising the step of adding to said conference an automated agent which is operable to generate one or more IM messages to one or more of said IM contacts in said conference.
10. A method as claimed in claim 9 , wherein said automated agent generates said messages in response to the content of messages received from said IM contacts in said conference.
11. A method as claimed in claim 9 , wherein said automated agent is operable to send messages privately to individual IM contacts in said conference.
12. A method as claimed in claim 9 , wherein said automated agent is operable to generate messages for approval or alteration by a human supervisor prior to said messages being sent to the conference or to the IM contacts in the conference.
13. A method as claimed in claim 9 , wherein the automated agent is selected from a script having predetermined responses to IM messages received from the customer, and an artificial intelligence program.
14. A non-transitory machine-readable storage medium comprising instructions which when executed in a data processing system of a contact center, are operable to cause said system to:
a) receive an IM contact from a first customer via a data network;
b) add said IM contact to a conference with a plurality of IM contacts from other customers,
c) upon receiving an IM message from an IM contact in said conference, convey said message to each of the other IM contacts in said conference;
d) locate an agent of said contact center suitable for participating in an IM conversation with said first customer;
e) remove said IM contact of said first customer from said conference; and
f) direct further IM messages from said first customer to said agent and vice versa to effect an IM conversation between said first customer and said agent.
15. A contact center comprising:
a) an IM server with a connection to a data network;
b) an IM conferencing program operating on said IM server for creating a conference between customers sending IM messages to the contact center, and for conveying messages sent by one customer in said conference to each of the other IM contacts in said conference;
c) an agent allocation program for selecting an agent of said contact center suitable for participating in an IM conversation with a customer in said conference;
d) a transfer function operable in conjunction with said conferencing program to remove said customer from said conference; and
e) an IM conversation program operable in conjunction with said agent allocation program for directing further IM messages from said customer to said agent and vice versa to effect an IM conversation between said customer and said agent.
16. A contact center as claimed in claim 15 , wherein said agent allocation program operates by monitoring IM messages within said conference and selecting a suitable agent on the basis of said messages.
17. A contact center as claimed in claim 15 , wherein said agent allocation program operates by receiving an input from an operator and selecting an agent in accordance with said input.
18. A method of managing instant messaging (IM) contacts at a contact center, comprising the steps of:
a) receiving an IM contact from a first customer via a data network;
b) receiving from said IM contact an IM message and passing said received IM message as an input to an automated IM process of the contact center;
c) said automated IM process generating an IM response message in response to said input; and
d) forwarding said IM response message to said IM contact.
19. A method as claimed in claim 18 , further comprising presenting said generated IM response message to a human supervisor of the contact center before said step of forwarding said IM response message to said IM contact.
20. A method as claimed in claim 18 , wherein said step of forwarding said IM response message is delayed until an input is received from said human supervisor.
21. A method as claimed in claim 19 , wherein said input includes said human supervisor altering said message.
22. A method as claimed in claim 19 , wherein said input includes said human supervisor authorizing said message to be forwarded.
23. A method as claimed in claim 18 , wherein said step of forwarding said IM response message is delayed until either a response is received from said human supervisor or a timeout elapses.
24. A method as claimed in claim 18 , wherein said message is presented to said human agent and, simultaneously or sequentially, forwarded to said IM contact.
25. A method as claimed in claim 18 , wherein a plurality of automated IM processes interact with a plurality of customers under the supervision of a single human agent.
26. A non-transitory machine-readable storage medium comprising instructions which when executed in data processing system associated with an instant messaging server of a contact center, are operable to cause said system to:
a) receive an IM contact from a first customer via a data network;
b) receive from said IM contact an IM message and pass said received IM message as an input to an automated IM process of the contact center;
c) said automated IM process generating an IM response message in response to said input; and
d) forward said IM response message to said IM contact.
27. An instant messaging server of a contact center, comprising:
a) a connection to a data network for receiving an IM contact from a first customer;
b) a message handling program which, on receiving from said IM contact an IM message, passes said received IM message as an input to an automated IM process of the contact center;
c) a processor operating said automated IM process and generating an IM response message in response to said input; and
d) said message handling program being further operable to forward said IM response message to said IM contact.