Patent Application

App. No. 15/011,650

Abstract

Claims (34)

1 . A method for servicing issue resolution requests, the method being implemented by one or more processors and comprising:

providing a human agent interface for each human agent in a number of human agents;

receiving issue resolution requests from a population of users, the population of users being distributed over a geographic region;

assigning individual issue resolution requests to a corresponding human agent from the number of human agents, based at least in part on respective attributes of each issue resolution request and one or more characteristics of the corresponding human agent that is assigned to the issue resolution request; and

wherein over a period of at least a portion of the day, assigning individual issue resolution requests is performed on average at a faster rate than an average rate at which issue resolution requests are received.

2 . The method of claim 1 , wherein assigning individual issue resolution requests to the corresponding human agent is performed, on average over the period, in less than a second.

3 . The method of claim 1 , wherein the number of human agents collectively reside in multiple countries.

4 . The method of claim 3 , wherein the one or more characteristics of the human agent are based on the country where the human agent resides.

5 . The method of claim 3 , wherein the one or more characteristics of the human agent are based on a native language of the human agent.

6 . The method of claim 1 , further comprising automatically performing a resolution action in response to an action by the selected human agent.

7 . A method for servicing issue resolution requests, the method being implemented by one or more processors and comprising:

receiving an issue resolution request from a client device operated by a user, the issue resolution request identifying an issue arising in connection with the user receiving a service from a service provider;

selecting, from a pool of human agents, a human agent based at least in part on an attribute of the issue resolution request and a characteristic of the human agent that is specific to at least a sub-category of human agents in the pool; and

automatically performing a resolution action in response to an action by the selected human agent.

8 . The method of claim 7 , wherein selecting the human agent based at least in part on the human agent characteristic of a geographic region of residence for the human agent or a native language of the human agent.

9 . The method of claim 7 , wherein automatically performing the resolution action includes (i) identifying information from a message that is completed by the selected human agent, and (ii) performing an issue resolution action using information contained in the message in response to the selected human agent sending the message.

10 . The method of claim 9 , wherein performing the issue resolution action includes automatically accessing and updating an account of the user to deposit a fund or credit.

11 . The method of claim 7 , further comprising rendering, as part of a human agent interface provided on a display of a computer operated by the human agent, information relevant to the issue resolution request, including a category of the issue resolution request, profile information about the user, and profile information about the service provider, wherein the relevant information is retrieved and aggregated automatically in response to the issue resolution request being received.

12 . The method of claim 7 , wherein the attribute corresponds to a category designation of the issue resolution request.

13 . The method of claim 7 , wherein selecting the human agent includes assigning a weight to one or more attributes that are associated with or determined from the issue resolution request.

14 . The method of claim 13 , wherein a weighted value of the one or more attributes affects a duration of time before the issue resolution request is assigned.

15 . The method of claim 1 further comprising:

extracting text from a message completed by the human agent as the action; and

retaining the extracted text as a template for generating subsequent resolution actions for issue resolution requests that are deemed similar.

16 . A system for servicing an issue resolution request in a queue of requests, the system comprising:

a memory to store instructions;

one or more processors that execute the instructions to:

receive an issue resolution request from a client device operated by a user, the issue resolution request identifying an issue arising in connection with the user receiving a service from a service provider;

select, from a pool of human agents, a human agent based at least in part on an attribute of the issue resolution request and a characteristic of the human agent that is specific to at least a sub-category of human agents in the pool; and

automatically perform a resolution action in response to an action by the selected human agent.

17 . The computer system of claim 16 , further comprising a collection of service applications, deployed and made operation on corresponding client devices.

18 . The computer system of claim 16 , wherein the one or more processors select the human agent based at least in part on the human agent characteristic of a geographic region of residence for the human agent or a native language of the human agent.

19 . The computer system of claim 16 , wherein the one or more processors automatically perform the resolution action by (i) identifying information from a message that is completed by the selected human agent, and (ii) performing an issue resolution action using information contained in the message in response to the selected human agent sending the message.

20 . The computer system of claim 19 , wherein the characteristic of the human agent is based on the country where the human agent resides.

Assignments (8)