System and method for supporting self service and associated agent-assisted service call routing
A method and system support an interaction of a user with a self service application via a self service access terminal, which may be a mobile device. The user employs the self service access terminal to navigate a decision tree associated with the self service application. When the user reaches a point in the decision tree which indicates that an agent-assisted service session should be initiated between the user and a human agent, the voice call may be initiated and data associated with the interaction with the self service application is communicated to an agent computer which displays the data to the human agent who handles the voice call. The data may include user data, environmental data, line-of-business data pertaining to the user, and/or data indicating the path on the decision tree which the user traversed prior to the voice call.
1. A method of supporting an interaction of a user with a self service application, the method comprising:
(1) presenting to the user, via a display device of a self service access terminal, a user interface for the self service application;
(2) receiving, via the user interface, a user-supplied input;
(3) based at least in part on the user-supplied input, navigating a decision tree associated with the self service application to reach a next node of the decision tree, and presenting to the user a user interface screen which is associated with the next node;
(4) repeating steps (2) and (3) until it is determined, without the user requesting an agent-assisted service session, that the agent-assisted service session should be initiated between the user and a human agent; and
(5) when it is determined that the agent-assisted service session should be initiated between the user and a human agent, communicating data associated with the interaction with the self service application to an agent computer which displays information to the human agent.
2. The method of claim 1 , wherein the self service application, including data representing the decision tree, and the data associated with the interaction with the self service application, are stored in memory of the self service access terminal, and wherein the self service access terminal communicates the data associated with the interaction with the self service application when the next node of the decision tree indicates that an agent-assisted service session should be initiated between the user and the human agent.
3. The method of claim 2 , wherein the data associated with the interaction with the self service application includes data representing a history of nodes of the decision tree which were traversed during the interaction with the self service application.
4. The method of claim 3 , wherein the data associated with the interaction with the self service application includes user-supplied data supplied by the user via the user interface.
5. The method of claim 4 , wherein the data associated with the interaction with the self service application further includes environmental data generated by at least one of the self service access terminal and one or more sensors configured to communicate the environmental data to the self service access terminal.
6. The method of claim 5 , wherein the environmental data includes at least one of GPS data, image data, and card swipe data.
7. The method of claim 2 , further comprising storing at the self service access terminal metadata for the self service application.
8. The method of claim 2 , wherein the self service access terminal is offline from the server and the agent computer during steps (1) through (4).
9. The method of claim 1 , further comprising:
establishing a client/server session between the self service access terminal and a remotely located server;
communicating the user-supplied input from the self service access terminal to the remotely located server; and
navigating the decision tree at the remotely located server to reach the next node; and
communicating from the remotely located server to the self service access terminal data associated with the user interface screen which is associated with the next node.
10. The method of claim 9 , wherein the remotely located server communicates the data associated with the interaction with the self service application to the agent computer which displays information to the human agent.
11. The method of claim 1 , further comprising establishing a voice call between the user and the human agent.
12. The method of claim 1 , wherein the self service access terminal performs steps (1) through (4) without any communication with any external device.
13. The method of claim 1 , further comprising: when it is determined that the agent-assisted service session should be initiated between the user and a human agent, providing to the agent computer billing data associated with the user which is received at the server from a line of business (LOB) application.
14. A method of supporting an interaction of a user with a self service application, the method comprising:
(1) at a server, receiving user-supplied input from a self-service access terminal which is located remotely from the server;
(2) based at least in part on the user-supplied input, navigating a decision tree associated with a self service application to reach a next node of the decision tree;
(3) communicating self service data from the server to the remotely located self-service access terminal, where the self service data is associated with the next node and causes the self-service access terminal to display on a display device a user interface screen associated with the next node;
(4) repeating steps (1) through (3) until the server determines, without the use requesting an agent-assisted service session, that the agent-assisted service session should be initiated between the user and a human agent; and
(5) when the server determines that the agent-assisted service session should be initiated between the user and a human agent, communicating data associated with the interaction with the self service application from the server to an agent computer which displays information to the human agent.
15. The method of claim 14 , wherein the data associated with the interaction with the self service application includes data representing a history of nodes of the decision tree which were traversed during the interaction with the self service application.
16. The method of claim 14 , wherein the data associated with the interaction with the self service application includes user-supplied data supplied by the user via the user interface.
17. The method of claim 14 , further comprising; when the server determines that the agent-assisted service session should be initiated between the user and a human agent, providing to the agent computer billing data associated with the user which is received at the server from a line of business (LOB) application.
18. The method of claim 14 , wherein communicating data associated with the interaction with the self service application to the agent computer includes communicating to the agent computer environmental gathered from at least one of a sensor and a data gathering device associated with the self service access terminal.
19. The method of claim 18 , wherein the environmental data includes at least one of GPS data, image data, and card swipe data.
20. A non-transitory data storage medium having stored thereon instructions for causing a processor to execute a process for supporting an interaction of a user with a self service application, the process comprising:
(1) presenting to a user, via a display device of a self service access terminal, a user interface screen of a user interface of a self service application;
(2) receiving, via the user interface, a user-supplied input pertaining to an interaction with the self service application;
(3) based at least in part on the user-supplied input, navigating a decision tree associated with the self service application to reach a next node of the decision tree, and presenting to the user another user interface screen associated with the next node; and
(4) repeating steps (2) and (3) until it is determined, without the user requesting an agent-assisted service session, that the agent-assisted service session should be initiated between the user and a human agent; and
(5) when it is determined that the agent-assisted service session should be initiated between the user and a human agent, automatically communicating data associated with the interaction with the self service application to an agent computer which displays information to the human agent.
21. The non-transitory data storage medium of claim 20 , wherein the process further comprises: when it is determined that the agent-assisted service session should be initiated between the user and a human agent, providing to the agent computer billing data associated with the user which is received at the server from a line of business (LOB) application.
22. The non-transitory data storage medium of claim 20 , wherein communicating data associated with the interaction with the self service application to the agent computer includes communicating to the agent computer environmental data gathered from at least one of a sensor and a data gathering device associated with the self service access terminal.
23. The method of claim 22 , wherein the environmental data includes at least one of GPS data, image data, and card swipe data.