Agent-assisted and directed web-channel customer care apparatus, method, and computer program
View Patent ↗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.
1. A computer-implemented method, comprising:
receiving, from a first device, an inbound message via an inbound messaging channel;
creating a web session utilizing a web session server based on a type of the inbound messaging channel;
directing a user, by a multimodal application, to an appropriate web channel based on the type of the inbound messaging channel; and
simultaneously maintaining communications with the first device and a second device via the inbound messaging channel and the web session.
2. The method of claim 1 , wherein the inbound messaging channel comprises a voice data channel, a chat messaging data channel, a short message service data channel, an electronic mail data channel, or a Smartphone data channel.
3. The method of claim 1 , wherein the inbound message comprises voice data, chat messaging data, short message service data, electronic mail data, or Smartphone data.
4. The method of claim 1 , further comprising:
delivering content data to the second device via the web session server; and
receiving delivery confirmation data from the web session server, when the content data is received at the second device.
5. The method of claim 1 , further comprising:
querying a database for customer information and receiving the customer information from the database; and
transmitting the customer information to the second device via the web session server.
6. The method of claim 1 , further comprising:
receiving another inbound message from the first device, via the inbound messaging channel; and
transmitting support data to the second device based on the other inbound message,
wherein the other inbound message comprises a request for technical assistance.
7. The method of claim 1 , further comprising instructing the web session server to end the web session with the second device when receiving a confirmation message data from the second device that technical assistance is not required.
8. A non-transitory computer readable medium comprising a computer executable program configured to cause a processor to:
receive, from a first device, an inbound message via an inbound messaging channel;
create a web session utilizing a web session server based on a type of the inbound messaging channel;
direct a user to an appropriate web channel based on the type of the inbound messaging channel; and
simultaneously maintain communications with the first device and a second device via the inbound messaging channel and the web session.
9. The non-transitory computer readable medium of claim 8 , wherein the inbound messaging channel comprises a voice data channel, a chat messaging data channel, a short message service data channel, an electronic mail data channel, or a Smartphone data channel.
10. The non-transitory computer readable medium of claim 8 , wherein the inbound message comprises voice data, chat messaging data, short message service data, electronic mail data, or Smartphone data.
11. The non-transitory computer readable medium of claim 8 , wherein the computer executable program is further configured to cause the processor to:
deliver content data to the second device via the web session server; and
receive delivery confirmation data from the web session server when the content data is received at the second device.
12. The non-transitory computer readable medium of claim 8 , wherein the computer executable program is further configured to cause the processor to:
query a database for customer information and receiving the customer information from the database; and
transmit the customer information to the second device via the web session server.
13. The non-transitory computer readable medium of claim 8 , wherein the computer executable program is further configured to cause the processor to:
receive another inbound message from the first device, via the inbound messaging channel; and
transmit support data to the second device based on the other inbound message,
wherein the other inbound message comprises a request for technical assistance.
14. The non-transitory computer readable medium of claim 8 , wherein the computer executable program is further configured to causes the processor to instruct the web session server to end the web session with the second device when receiving a confirmation message data from the second device that technical assistance is not required.
15. An apparatus, comprising:
a processor; and
memory comprising instructions,
wherein the processor is configured to:
receive, from a first device, an inbound message via an inbound messaging channel,
create a web session utilizing a web session server based on a type of the inbound messaging channel,
direct a user to an appropriate web channel based on the type of the inbound messaging channel, and
simultaneously maintain communications with the first device and a second device via the inbound messaging channel and the web session.
16. The apparatus of claim 15 , wherein
the inbound messaging channel comprises a voice data channel, a chat messaging data channel, a short message service data channel, an electronic mail data channel, or a Smartphone data channel, and
the inbound message comprises voice data, chat messaging data, short message service data, electronic mail data, or Smartphone data.
17. The apparatus of claim 15 , wherein the processor is further configured to:
deliver content data to the second device via the web session server; and
receive delivery confirmation data from the web session server when the content data is received at the second device.
18. The apparatus of claim 15 , wherein the processor is further configured to:
query a database for customer information and receiving the customer information from the database; and
transmit the customer information to the second device via the web session server.
19. The apparatus of claim 15 , wherein the processor is further configured to:
receive another inbound message from the first device, via the inbound messaging channel; and
transmit support data to the second device based on the other inbound message,
wherein the other inbound message comprises a request for technical assistance.
20. The apparatus of claim 15 , wherein the processor is further configured to instruct the web session server to end the web session with the second device when receiving a confirmation message data from the second device that technical assistance is not required.