System and method for improving efficiency of communication sessions at a call center
A method for conducting a communication session between a personal electronic device and a system operated by a call center agent, including establishing a communication session between the system and the personal electronic device, exchanging information between the system and the personal electronic device according to a workflow stored in the system, sending visual content from the server to the personal electronic device, the visual content is associated with a step in the workflow, receiving a feedback confirmation from the personal electronic device, the feedback confirmation defines a feedback detected at the personal electronic device regarding the visual content and advancing to a subsequent step in the workflow based on the feedback confirmation.
1. A method for conducting a communication session between a personal electronic device and a system operated by a call center agent, comprising:
establishing a communication session between the system and the personal electronic device;
exchanging information between the system and the personal electronic device according to a workflow stored in the system;
sending visual content from the server to the personal electronic device, said visual content is associated with a step in the workflow;
receiving a feedback confirmation from the personal electronic device, said feedback confirmation defines a feedback detected at the personal electronic device regarding the visual content;
advancing to a subsequent step in the workflow based on the feedback confirmation.
2. The method of claim 1 , wherein advancing to a subsequent step comprises changing a data field definition in the system.
3. The method of claim 1 , wherein the visual content comprises text and the feedback confirmation comprises reading confirmation of at least a predefined portion of the text.
4. The method of claim 1 , wherein sending the visual content to an address defined by a user of the personal electronic device.
5. The method of claim 1 , wherein the visual content comprises a text message displayed on a messaging application installed in the personal electronic device.
6. The method of claim 1 , wherein the visual content comprises an image opened in response to an action performed by a user of the personal electronic device.
7. The method of claim 1 , further comprises sending an internet link to the personal electronic device along with the visual content.
8. The method of claim 7 , wherein the feedback confirmation is inputted by a user of the personal electronic device into the internet link.
9. The method of claim 7 , wherein the feedback confirmation is identification of the personal electronic device accessing the internet link.
10. The method of claim 1 , further comprises terminating the communication session between the system and the personal electronic device and storing a specific step in the workflow in which the communication session was terminated and resuming another communication session between the system and the personal electronic device in the specific step.
11. The method of claim 1 , further comprises generating an instance of the workflow assigned for the communication session between the system and the personal electronic device.
12. The method of claim 1 , further comprises collecting information relevant to the workflow during the session and selecting an execution path from multiple paths of the workflow according to the collected information and a set of rules.