Method for interacting with a group of individuals as a single contact
View Patent ↗A method for establishing a group of individuals as a single contact entity eligible for contact services within a contact center includes the steps (a) identifying a group and each group member according to existing group rules and member profiles; (b) identifying and quantifying the unifying aspects of the members in the group; (c) aggregating the contact information for each group member relative to communications channels common to the group members and to the contact center; and (d) establishing one or more temporary and or permanent group channels between the contact center and the group members.
1. A method for establishing a group as a single contact for a contact center, the method comprising:
identifying, by a processor, an ad associated with a keyword;
outputting, by the processor, the ad in response to receiving the keyword from one or more user devices;
monitoring, by the processor, responses by the one or more user devices to the output ad;
identifying, by the processor, a threshold number of the responses by the one or more user devices;
establishing, by the processor, a group based on identifying the threshold number of the responses, the group including as a group member, each user associated with a responding one or more user devices;
aggregating, by the processor, contact information of each user associated with the responding one or more user devices;
storing, by the processor, the aggregated contact information in association with the group, the group being further associated with the single contact for communicating with the group;
initiating, by the processor, communication with the group; and
in response to the initiating of the communication with the group, establishing, by the processor, a communication channel to the group based on the single contact, wherein communication with the group is via the established communication channel.
2. The method of claim 1 , wherein the group is a discussion forum associated with the output ad, wherein the group is moderated by a contact center agent via the established communication channel.
3. The method of claim 1 , wherein the keyword includes one or more criteria relating to product, service, or skills.
4. The method of claim 1 , wherein the threshold number is established based on a predicted response to the output ad.
5. The method of claim 1 , wherein the group is a temporary group established for a predetermined time period.
6. The method of claim 1 , wherein the aggregated contact information stored under the single contact includes telephone number, email addresses, or instant message address associated with the group.
7. The method of claim 1 , wherein the single contact is at least one of a group email address or website.
8. The method of claim 1 , wherein the communication channel includes a Web channel, a chat room, or a conference bridge.
9. The method of claim 1 , wherein monitoring responses by the one or more user devices to the output ad includes insertion of a cookie into a browser of the user devices being monitored.
10. The method of claim 9 , wherein monitoring responses by the one or more user devices to the output ad includes receiving user information from a cookie installed in the one or more user devices.
11. A system for establishing a group of individuals as a single contact a contact center, the system comprising:
a processor; and
a memory, wherein the memory stores instructions therein that, when executed by the processor, cause the processor to:
identify an ad associated with a keyword;
output the ad in response to receiving the keyword from one or more user devices;
monitor responses by the one or more user devices to the output ad;
identify a threshold number of the responses by the one or more user devices;
establish a group based on identifying the threshold number of the responses, the group including as a group member, each user associated with a responding one or more user devices;
aggregate contact information of each user associated with the responding one or more user devices;
store the aggregated contact information in association with the group, the group being further associated with the single contact for communicating with the group;
initiate contact to the group; and
in response to initiating of the contact to the group, establish a communication channel to the group based on the single contact, wherein communication with the group is via the established communication channel.
12. The system of claim 11 , wherein the group is a discussion forum associated with the output ad, wherein the group is moderated by a contact center agent via the established communication channel.
13. The system of claim 11 , wherein the keyword includes one or more criteria relating to product, service, or skills.
14. The system of claim 11 , wherein the threshold number is established based on a predicted response to the output ad.
15. The system of claim 11 , wherein the group is a temporary group established for a predetermined time period.
16. The system of claim 11 , wherein the aggregated contact information stored under the single contact includes telephone number, email addresses, or instant message address associated with the group.
17. The system of claim 11 , wherein the single contact is at least one of a group email address or website.
18. The system of claim 11 , wherein the communication channel includes a Web channel, a chat room, or a conference bridge.
19. The system of claim 11 , wherein monitor responses by the one or more user devices to the output ad includes insertion of a cookie into a browser of the user devices being monitored.
20. The system of claim 19 , wherein monitor responses by the one or more user devices to the output ad includes receiving user information from a cookie installed in the one or more user devices.