Granted Patent B1

US 9,986,092 · App. 15/605,571 · Granted May 29, 2018

Inventors: Jonathan R. Dirienzi (Eagleville, PA); Jonathan Levine (Chesterbrook, PA); Eric Weaver (West Chester, PA)

Assignee: West Corporation

H04M3/5183H04M3/42068H04M3/5232G06F19/322G06F19/328G06Q30/016

Abstract

Claims (78)

1. A method, comprising:

populating a portion of a first agent user interface of a first agent device with a first customer profile;

identifying a second agent device currently assigned a second customer call with second customer call information related to the first customer call information;

comparing the first customer call information to the second customer call information;

determining the second customer call information exceeds a relevancy threshold when compared to first customer call information;

populating a portion of a second agent user interface of the second agent device with the portion of the first agent user interface; and

updating the first agent user interface by removing the first customer call information and providing another customer call to the first user agent device.

2. The method of claim 1 , further comprising:

retrieving other customer information from the other customer call;

comparing the other customer information to available customer care information currently being processed by all available agents;

identifying the other customer information as being unrelated to the available customer care information; and

populating the portion of the first agent user interface of the first agent device with the other customer profile and at least one of solutions to customer issues or treatment options.

3. The method of claim 2 , wherein the other customer information comprises at least one of a solution to a customer issue or a treatment option.

4. The method of claim 1 , wherein the customer call comprises at least one of a chat session message, a data file message, short message service message, a video conference session, a phone call, and an email message.

5. The method of claim 1 , further comprising:

receiving a first customer call from a first customer device at a first agent device;

processing first customer call information from the first customer call;

retrieving a first customer profile from a customer profile database;

retrieving treatment options based on the customer call information from a health care database;

parsing the first customer call information;

retrieving the first customer profile;

identifying at least one of a customer issue or a health condition; and

assigning a priority to the at least one customer issue or health condition.

6. The method of claim 5 , further comprising:

determining a likelihood function of providing a faster result to the first customer by permitting the first user agent to handle the first customer call or permitting the second user agent to handle the first customer call.

7. The method of claim 5 , wherein the priority is assigned based on at least one of an issue or a condition severity ranking identified in the parsed request information.

8. An apparatus, comprising:

a processor configured to

populate a portion of a first agent user interface of a first agent device with a first customer profile,

identify a second agent device currently assigned a second customer call with second customer call information related to the first customer call information,

compare the first customer call information to the second customer call information,

determine the second customer call information exceeds a relevancy threshold when compared to first customer call information,

populate a portion of a second agent user interface of the second agent device with the portion of the first agent user interface, and

update the first agent user interface by removing the first customer call information and providing another customer call to the first user agent device.

9. The apparatus of claim 8 , wherein the processor is further configured to

retrieve other customer information from the other customer call,

compare the other customer information to available customer care information currently being processed by all available agents,

identify the other customer information as being unrelated to the available customer care information, and

populate the portion of the first agent user interface of the first agent device with the other customer profile and at least one of solutions to customer issues or treatment options.

10. The apparatus of claim 9 , wherein the other customer information comprises at least one of a solution to a customer issue or a treatment option.

11. The apparatus of claim 8 , wherein the customer call comprises at least one of a chat session message, a data file message, short message service message, a video conference session, a phone call, and an email message.

12. The apparatus of claim 8 , further comprising:

a receiver configured to receive a first customer call from a first customer device at a first agent device, and wherein the processor is further configured to

process first customer call information from the first customer call,

retrieve a first customer profile from a customer profile database,

retrieve treatment options based on the customer call information from a health care database,

parse the first customer call information,

retrieving the first customer profile,

identify at least one of a customer issue or a health condition, and

assign a priority to the at least one customer issue or health condition.

13. The apparatus of claim 12 , wherein the processor is further configured to

determine a likelihood function of providing a faster result to the first customer by permitting the first user agent to handle the first customer call or permitting the second user agent to handle the first customer call.

14. The apparatus of claim 12 , wherein the priority is assigned based on at least one of an issue or a condition severity ranking identified in the parsed request information.

15. A non-transitory computer readable storage medium configured to store instructions that when executed causes a processor to perform:

populating a portion of a first agent user interface of a first agent device with a first customer profile;

identifying a second agent device currently assigned a second customer call with second customer call information related to the first customer call information;

comparing the first customer call information to the second customer call information;

determining the second customer call information exceeds a relevancy threshold when compared to first customer call information;

populating a portion of a second agent user interface of the second agent device with the portion of the first agent user interface; and

updating the first agent user interface by removing the first customer call information and providing another customer call to the first user agent device.

16. The non-transitory computer readable storage medium of claim 15 , wherein the processor is further configured to perform:

retrieving other customer information from the other customer call;

comparing the other customer information to available customer care information currently being processed by all available agents;

identifying the other customer information as being unrelated to the available customer care information; and

populating the portion of the first agent user interface of the first agent device with the other customer profile and at least one of solutions to customer issues or treatment options.

17. The non-transitory computer readable storage medium of claim 16 , wherein the other customer information comprises at least one of a solution to a customer issue or a treatment option.

18. The non-transitory computer readable storage medium of claim 15 , wherein the customer call comprises at least one of a chat session message, a data file message, short message service message, a video conference session, a phone call, and an email message.

19. The non-transitory computer readable storage medium of claim 15 , wherein the processor is further configured to perform:

receiving a first customer call from a first customer device at a first agent device;

processing first customer call information from the first customer call;

retrieving a first customer profile from a customer profile database;

retrieving treatment options based on the customer call information from a health care database;

parsing the first customer call information;

retrieving the first customer profile;

identifying at least one of a customer issue or a health condition; and

assigning a priority to the at least one customer issue or health condition.

20. The non-transitory computer readable storage medium of claim 19 , wherein the processor is further configured to perform:

determining a likelihood function of providing a faster result to the first customer by permitting the first user agent to handle the first customer call or permitting the second user agent to handle the first customer call, wherein the priority is assigned based on at least one of an issue or a condition severity ranking identified in the parsed request information.

Assignments (8)