Agent controlled menu
A system for automatic authentication of service requests includes authentication of a remote access device. This authentication may be accomplished automatically prior to text or audio communication between a customer and a service agent. In some embodiments, authentication is accomplished automatically by authentication of the remote access device or accomplished by asking the customer questions. A single authentication of the remote access device may be used to authenticate a service request transferred between service agents. The authentication of the remote device may include, for example, use of a personal identification number, a fingerprint, a photograph, and/or a hardware identifier. Some embodiments include an intelligent pipeline configured for managing queues of customer service requests and/or customer service agent control over a customer's access device.
1. A system comprising:
an access device including
an I/O configured for the access device to communicate via a communication system,
a display,
application logic configured to receive a request including a menu customization, to customize a menu according to the menu customization and to display the customized menu on the display of the access device to a customer in response to the request, to receive a menu selection from the customized menu from the customer, and then to send the menu selection to a customer service management system, and
a processor configured to execute at least the application logic; and
the customer service management system including
request logic configured to send the request to the customer, the request including the menu customization, the request logic being further configured to receive input from a customer service agent and responsive to said input to specify at least part of the menu customization in real-time during a communication session between the customer service agent and the customer, the request logic further configured to receive the menu selection in response to the request.
2. The system of claim 1 , wherein the customer service management system further includes an agent interface configured for a human agent to manually initiate the request.
3. The system of claim 1 , wherein the customization of the menu is based on real-time event information received by the customer service management system.
4. The system of claim 1 , wherein the customization of the menu is based on an identity of the customer.
5. The system of claim 1 , wherein the customization of the menu is based on authentication of the customer.
6. The system of claim 1 , wherein the customization of the menu is based on an A/B testing algorithm.
7. The system of claim 1 , wherein the customization of the menu is based on a real-time availability of a human agent.
8. The system of claim 1 , wherein the customization of the menu is based on a location of the access device.
9. The system of claim 1 , wherein the customization of the menu is based on availability of a customer service pipeline associated with a specific specialty.
10. The system of claim 1 , wherein the customization of the menu is based on an account balance of the customer, characteristic of the customer, service history of the customer or order history of the customer.
11. The system of claim 1 , wherein the customization of the menu is based on an estimated wait time before a customer service agent is expected to be available.
12. The system of claim 1 , further comprising notice logic configured to send notice of an event to the access device.
13. The system of claim 12 , wherein the notice logic is configured to receive a status of the event from a source external to the customer service management system.
14. The system of claim 13 , wherein the notice is received from a transportation scheduling system, an appointment scheduling system or a calendaring system.
15. The system of claim 12 , wherein the notice logic is configured to send notice of the event to the access device based on a location of the access device, a characteristic of the customer, or an availability of the human agent.
16. The system of claim 12 , wherein the notice includes a link to the customer service management system, the link being configured for receiving the request from the customer service management system.
17. The system of claim 12 , wherein the notice includes an identifier of the event and the menu customization is responsive to the identifier of the event.