Method and apparatus of providing live support service in a notification system
View Patent ↗A method and apparatus of providing notifications to a customer is disclosed. One example method of operation may include identifying a notification event associated with a customer via a customer management module and retrieving a customer preference record and determining a notification device preference for a customer Internet protocol (IP) device included in the customer preference record. The method may also include transmitting the notification event to the customer's IP device based on the notification device preference, the notification event may include a live agent support option which may be accessed in the event that the automated support options fail to satisfy the customer's questions and concerns.
1. A method, comprising:
determining, via a customer management module, a notification device preference for a customer device included in a customer preference record;
transmitting a notification event to the customer's device based on the notification device preference and based on a content of the notification event, the notification event including a live agent support option and a video message option explaining a purpose of the notification event and answering questions pertaining to the notification event and cross-correlating information received, the transmitting based on a request from a customer to receive the notification event;
receiving a response from the customer's device requesting information regarding preparation for the notification event; and
providing the customer's device with access to the requested information.
2. The method of claim 1 , further comprising forwarding the notification event to a notification management module which retrieves the customer preference record and creates a delivery setup configuration used to initiate communication with the customer.
3. The method of claim 1 , wherein the notification event is a least one of a doctor appointment, medical procedure, a recurring reminder and an educational data segment transmitted as at least one of a video, audio, multi-media and text message.
4. The method of claim 1 , wherein the customer's preference record comprises a communication device type preference and a message type preference.
5. The method of claim 4 , wherein contacting the customer further comprises transmitting a plurality of options to the customer's device via a push notification protocol the plurality of options comprising at least one of a message access option, a calendar application updating option, and a rescheduling option.
6. The method of claim 1 , wherein the response from the customer's device confirms receipt of the notification event.
7. The method of claim 1 , further comprising at least one of:
receiving a request for additional help from the customer after receiving the notification event;
initiating a live call session; and
bridging a live agent connection to the live call session to provide the customer with access to the live agent responsive to the request for additional help.
8. An apparatus, comprising:
a processor configured to determine a notification device preference for a customer device included in a customer preference record;
a transmitter configured to transmit a notification event to the customer's device based on the notification device preference and based on a content of the notification event, the notification event includes a live agent support option and a video message option to explain a purpose of the notification event and to answer questions that pertain to the notification event and cross-correlating information received, the transmit based on a request from a customer to receive the notification event; and
a receiver configured to request information in regards to preparation for the notification event, and wherein the processor is further configured to provide the customer's device with access to the requested information.
9. The apparatus of claim 8 , wherein the processor is further configured to forward the notification event to a notification management module which retrieves the customer preference record and creates a delivery setup configuration used to initiate communication with the customer.
10. The apparatus of claim 8 , wherein the notification event is a least one of a doctor appointment, medical procedure, a reminder that recurs and an educational data segment transmitted as at least one of a video, audio, multi-media and text message.
11. The apparatus of claim 8 , wherein the customer's preference record comprises a communication device type preference and a message type preference.
12. The apparatus of claim 11 , wherein the transmitter is further configured to transmit a plurality of options to the customer's device via a push notification protocol the plurality of options comprises at least one of a message access option, a calendar application update option, and an option to reschedule.
13. The apparatus of claim 8 , wherein the receiver is configured to receive a response from the customer's device that confirms receipt of the notification event.
14. The apparatus of claim 8 , wherein the receiver is further configured to receive a request for additional help from the customer after the notification event is received, and the processor is further configured to initiate a live call session, and bridge a live agent connection to the live call session to provide the customer with access to the live agent responsive to the request for additional help.
15. A non-transitory computer readable storage medium configured to store instructions that when executed cause a processor to perform:
determining, via a customer management module, a notification device preference for a customer device included in a customer preference record;
transmitting a notification event to the customer's device based on the notification device preference and based on a content of the notification event, the notification event including a live agent support option and a video message option explaining a purpose of the notification event and answering questions pertaining to the notification event and cross-correlating information received, the transmitting based on a request from a customer to receive the notification event;
receiving a response from the customer's device requesting information regarding preparation for the notification event; and
providing the customer's device with access to the requested information.
16. The non-transitory computer readable storage medium of claim 15 , wherein the processor is further configured to perform forwarding the notification event to a notification management module which retrieves the customer preference record and creates a delivery setup configuration used to initiate communication with the customer.
17. The non-transitory computer readable storage medium of claim 15 , wherein the notification event is a least one of a doctor appointment, medical procedure, a recurring reminder and an educational data segment transmitted as at least one of a video, audio, multi-media and text message.
18. The non-transitory computer readable storage medium of claim 15 , wherein the customer's preference record comprises a communication device type preference and a message type preference.
19. The non-transitory computer readable storage medium of claim 18 , wherein contacting the customer further comprises transmitting a plurality of options to the customer's device via a push notification protocol the plurality of options comprising at least one of a message access option, a calendar application updating option, and a rescheduling option.
20. The non-transitory computer readable storage medium of claim 15 , wherein the processor is further configured to perform at least one of:
receiving a request for additional help from the customer after receiving the notification event;
initiating a live call session; and
bridging a live agent connection to the live call session to provide the customer with access to the live agent responsive to the request for additional help.