APPARATUS AND METHODS FOR MULTI-MODE ASYNCHRONOUS COMMUNICATION
A method includes receiving at a host device a first communication associated with a transaction from at least one electronic device included in a set of electronic devices. The host device includes at least a memory, a processor, and a database. The first communication received at a first time and via a first communication mode. The method includes sending a response to the first communication at a second time after the first time and independent of the first time. The host devices receives a second communication associated with the transaction from the at least one electronic device at a third time. The first communication, the response to the first communication, and the second communication are displayable in a persistent record of the transaction regardless of a difference between the first time and the third time.
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This application claims priority to and the benefit of U.S. Provisional Application Ser. No. 61/636,923 entitled “Apparatus and Methods for Multi-Mode Asynchronous Communication,” filed on Apr. 23, 2012, which is incorporated herein by reference in its entirety.
BACKGROUNDEmbodiments described herein relate generally to voice and data communications and more particularly to apparatus and methods for multi-mode asynchronous communications.
In today's society, advances in technology allow individuals to use multiple modes of communication from a home or office and while on the go. Individuals can communicate using voice, text messaging, instant message, email, or the like. Accordingly, infrastructure exists to support these modes of communication; yet, the infrastructure is often designed to support an uninterrupted conversation through a single mode of communication. Thus, it is difficult to have a unified multi-mode communication that spans a series of interactions that might be required to complete a transaction.
In addition, the advances in technology have enabled some individuals to perform multiple tasks simultaneously. As a result, a cultural shift has begun toward a more fast paced, efficient, and user controlled customer self-service. However, many enterprises offer a customer service system that is inadequate; unreliable, synchronous, and/or not sufficiently customer friendly. For example, in some instances an individual may be interrupted while in the progress of interacting with a customer support organization or system (e.g., an interactive voice response (IVR) system) by other obligations, thereby negating the value of at least a portion of the progress made. Furthermore, most customer service systems require a single mode of communication be used to fully complete a specific task.
Thus, a need exists for improved methods of multi-mode asynchronous communication.
SUMMARYApparatus and methods for multi-mode asynchronous communication are described herein. In some embodiments, a method includes receiving at a host device a first communication associated with a transaction from at least one electronic device included in a set of electronic devices. The host device includes at least a memory, a processor, and a database. The first communication is received at a first time and via a first communication mode. The method includes sending a response to the first communication at a second time after the first time and independent of the first time. The host device receives a second communication associated with the transaction from the at least one electronic device at a third time. The first communication, the response to the first communication, and the second communication are displayable in a persistent record of the transaction regardless of a difference between the first time and the third time.
In some embodiments, a method includes receiving at a host device a first communication associated with a transaction from at least one electronic device included in a set of electronic devices. The host device includes at least a memory, a processor, and a database. The first communication is received at a first time and via a first communication mode. The method includes sending a response to the first communication at a second time after the first time and independent of the first time. The host device receives a second communication associated with the transaction from the at least one electronic device at a third time. The first communication and the second communication are displayable in a persistent record of the transaction regardless of a difference between the first time and the third time.
In some embodiments, a method includes sending from an electronic device a first communication associated with a customer service transaction at a first time. The electronic device receives a response to the first communication at a second time. The method includes sending from the electronic device a second communication associated with the transaction at a third time. The first communication, the response, and the second communication are displayable on the electronic device in a persistent record of the transaction regardless of a difference between the first time and the third time.
In some embodiments, a non-transitory processor-readable storage medium includes code to cause a processor of a host device to receive a first communication associated with a transaction from at least one electronic device included in a set of electronic devices. The host device includes at least the non-transitory processor-readable storage medium, the processor, and a database. The first communication being received at a first time via a first communication mode. The code including code to cause the processor to send a response the first communication at a second time after the first time and independent of the first time. The code includes code to cause the processor to receive a second communication associated with the transaction from the at least one electronic device at a third time. The first communication and the second communication being displayable in a persistent record of the transaction regardless of a difference between the first time and the third time.
As used in this specification, the term “communication mode” generally refers to a method of communication between a first electronic device and a second electronic device. For example, a communication mode can be one of email, text messages (e.g., short message service (SMS) messages), instant messages, optical pattern transmissions (e.g., a high capacity color barcode, a QR code, a two-dimensional barcode, a one-dimensional barcode, a black light pattern, etc.), RF pattern transmissions, a mobile device application, a website, a personal computer (PC) application, an interactive advertisement (e.g., a Flash advertisement on a website), an interactive television (ITV) application (e.g., user uses their TV remote to select and/or enter process ID), TCP/IP transmissions, interactive voice response (e.g., via touch tones and/or voice recognition), and/or the like. Furthermore, the presented examples of communication modes are not an exhaustive list of suitable communication modes. Thus, the embodiments described herein are not limited to the use of the aforementioned communication modes and can use any suitable communication mode.
As used in this specification, the term “asynchronous” generally refers to events occurring at different time periods. In addition, asynchronous communication, as described herein, relates to sending, receiving, and/or accessing a first set of data at a first time period and sending, receiving, and/or accessing subsequent sets of data at later time periods, independent of the previous time periods.
As used herein, the term “customer service” generally refers to a good or service provided to a customer. For example, customer service can refer to processing reservations, shopping (e.g., online grocery shopping, retail shopping, etc.), and/or the like. Furthermore, customer service can refer to a support function (e.g., technical support, sales support, and/or the like). As used herein, customer service systems can employ live persons, interactive voice recognition, online interface (e.g., webpage), and/or the like.
As used in this specification, the singular forms “a,” “an” and “the” include plural referents unless the context clearly dictates otherwise. Thus, for example, the term “module” is intended to mean a single module or a combination of modules.
In some embodiments, the electronic device 110 (also referred to herein as “client device”) can communicate with the host device 120 and the network N via intermediate networks and/or alternate networks. Such intermediate networks and/or alternate networks can be of a same type and/or a different type of network as the network N. As such, in some embodiments, the electronic device 110 can send data to and/or receive data from the host device 120 using multiple communication modes (defined above) that may or may not be transmitted to the host device 120 using a common network. For example, the electronic device 110 can be a mobile telephone (e.g., smart phone) connected to the host device 120 via a cellular network and the Internet (e.g., network N).
The electronic device 110 includes at least a processor 112, a memory 114, and a display 116. The memory 114 can be, for example, a random access memory (RAM), a memory buffer, a hard drive, a read-only memory (ROM), an erasable programmable read-only memory (EPROM), and/or so forth. In some embodiments, the memory 114 of the electronic device 110 stores instructions to cause the processor 112 to execute modules, processes, and/or functions associated with using a personal computer application, mobile application, an internet web browser, and/or the like. Furthermore, the memory 114 stores instructions to cause the processor 112 to send signal information to the display 116.
The processor 112 of the client device 110 can be any suitable processing device configured to run and/or execute a set of instructions or code. For example, the processor can be a general purpose processor, a central processing unit (CPU), an accelerated processing unit (APU), and/or the like. The processor 112 can be configured to run and/or execute a set of instructions or code stored in the memory 114 associated with using a personal computer application, a mobile application, an internet web browser, telephonic or cellular communication, and/or the like. More specifically, in some instances, the processor 112 can execute a set of instructions or code stored in the memory 114 associated with an asynchronous communication with, for example, the host device 120.
The display 116 (
While not shown in
The host device 120 can be any type of device configured to send data over the network N to and/or receive data from one or more client device 110. In some embodiments, the host device 120 can be configured to function as, for example, a server device (e.g., a web server device), a network management device, and/or so forth. The host device 120 includes at least a processor 121, a memory 127, and a database 128. The memory 127 can be, for example, a random access memory (RAM), a memory buffer, a hard drive, a database, an erasable programmable read-only memory (EPROM), an electrically erasable read-only memory (EEPROM), a read-only memory (ROM) and/or so forth. In some instances, the memory 127 of the host device 120 includes a set of instructions used to perform a user-defined task. In such instances, for example, the host device 120 is configured to communicate with multiple electronic devices using one or more suitable communication modes. In some instances, the memory 127 stores instructions to cause the processor 121 to execute modules, processes and/or functions associated with a customer service.
The processor 121 of the host device 120 can be any suitable processor such as, for example, a general purpose processor, a CPU, an APU, a network processor, a front end processor, and/or the like. Thus, the processor 121 can perform a set of instructions stored in the memory 127. For example, the processor 121 can be configured to update the database 128 with user-information received from an electronic device (e.g., the electronic device 110) via one or more communication modes, as further described herein.
The database 128 of the host device 120 can be any suitable database such as, for example, a relational database, an object database, an object-relational database, a hierarchical database, a network database, an entity-relationship database, and/or the like. In some embodiments, the database 128 can be stored in, for example, the memory 127. While shown in
The database 128 can store and/or maintain data associated with user information (e.g., user-preferences, user-communications, user-status, user-requests, and/or the like). More specifically, and as described in further detail herein, the database 128 stores and/or maintains a relationship between a user identifier and various methods of identifying that user. For example, the database 128 can store a relationship between a user identifier and that user's email address, telephone number, login name, instant message identifier, a communication device identifier (e.g., a mobile phone identifier, an internet protocol (IP) address, a media access control (MAC) address, etc.), and/or the like. Accordingly, if the host device 120 receives a text message and/or a voice message from a telephone number, the host device 120 can query and/or search the database 128, using the telephone number, for the user identifier with which that telephone number is associated. Similarly, if the host device 120 receives an email message from an email address or instant text message from a user having a text message identifier, the host device 120 can query and/or search the database 128, using the email address or the text message identifier, respectively, for the user identifier with which that email address or text message identifier is associated. Thus, the host device 120 can correlate information and/or data received from a user via multiple communication modes with a single user account associated with that user.
In addition, the database 128 can store an identifier (e.g., a status identifier) associated with any step in a customer service process. For example, in some instances, the host device 120 can be in communication with the electronic device 110 to provide a user a customer service associated with booking an airline flight. In such instances, the host device 120 can store, in the database 128, an identifier associated with the completion of a process step (e.g., login, flight request, travel dates, flight confirmation, and/or the like). Thus, if the customer service process is interrupted at a process step (e.g., the user ends the communication between the electronic device 110 and the host device 120), the host device 120 can be configured to resume the customer service at the process step when the host device 120 is again placed in communication with the electronic device 110. Similarly stated, the database 128 can store any suitable user information such that the host device 120 can provide an asynchronous customer service, as further described herein.
As described above, the processor 121 of the host device 120 can be configured to execute specific modules. The modules can be, for example, hardware modules, software modules stored in the memory 127 (
The authentication module 123 can be configured to query a database (e.g., the database 128) for a user identifier and/or account number. In some embodiments, the authentication module 123 can query the database 128 using a telephone number, an email address, an instant message identifier, a social network account username and/or password, a private third party authentication identifier (e.g., user logs in with the third party), and/or any other communication identifier (e.g., a mobile phone identifier, a MAC address, etc.). For example, if the communication module 122 receives a SMS message from a mobile device, the authentication module 123 can query the database 128 to determine with which user and/or account that telephone number is associated. Similarly, if the communication module 122 receives an email from an email address or an instant message from an instant messaging account having an instant message username, the authentication module 123 can query the database 128 to determine with which user and/or account the email address or instant message username is associated. In some instances, the communication module 122 can receive a communication identifier and password combination. In such instances, the authentication module 123 can query the database to determine if the password is associated with the communication identifier, thereby authenticating the presence of an authorized user associated with an electronic device.
The processing module 124 includes a set of instructions executed by the processor 121 associated with processing a customer service request. For example, the processing module 124 can include instructions associated with a speech recognition engine. In such embodiments, the processing module 124 can receive a spoken request from a user of the electronic device 110 (e.g., a telephone) and can include instructions to cause the processor 121 to interpret the request and perform an action based on the interpretation of the request. In other embodiments, the processing module 124 can receive any suitable service request via any suitable communication mode and include instructions to cause the processor 121 to interpret the request and perform one or more actions based on the request.
The database monitor module 125 includes a set of instructions executed by the processor 121 associated with monitoring the database 128. For example, the database monitor module 125 can include instructions to cause the processor to query the database 128 to determine if an electronic device (e.g., the electronic device 110) is associated with a user identifier, an account number, and/or an unfinished customer service, as described in further detail herein.
The update module 126 includes a set of instructions executed by the processor 121 associated with updating the database 128. For example, in some instances, a user associated with a communication mode and/or an electronic device can communicate with the host device 120 via a communication mode and/or an electronic device not associated the user. In such instances, the update module 126 can receive a signal associated with an authorization to update the database 128 and, thereby, associate the user with the communication mode and/or the electronic device. In this manner, the host device 120 can associate any suitable number of electronic devices and/or communication modes with a given user. Thus, the host device 120 can be configured to provide a multi-mode asynchronous customer service to a user of any number of electronic devices associated with the user.
As shown in
In some instances, the electronic devices 110A, 110B, and 110C can be associated with a single user. In such instances, the host device 120 can asynchronously communicate with the electronic device 110A, the electronic device 110B, or the electronic device 110C. For example, in some embodiments, a user can manipulate the electronic device 110A (e.g., a home PC) to communicate with the host device via a first network N1 and during a first time period. The first network N1 can be configured to facilitate (e.g., provide infrastructure to support) a first communication mode (e.g., via an ISP and the internet).
The user can discontinue the communication between the electronic device 110A and the host device 120 and manipulate the electronic device 110B (e.g., a mobile device such as a smart phone) to communicate with the host device 120 via a second network N2 and during a second time period, after the first time period. With the electronic device 110B associated with the user, the host device 120 can continue the communication (e.g., a customer service process such as, for example, booking a flight) from the point at which the communication ended with the electronic device 110A. In some instances, the electronic device 110E can communicate with the host device 120 via the first communication mode (e.g., the second network N2 is the same as the first network N1). In other instances, the electronic device 110B can communicate with the host device 120 via a second communication mode (e.g., SMS), different from the first communication mode.
In a Similar manner, the user can discontinue the communication between the electronic device 110B and the host device 120 and manipulate the electronic device 110C (e.g., a work computer) to communicate with the host device 120 via a third network N3 and during a third time period, after the second time period. With the electronic device 110C associated with the user, the host device 120 can continue the communication (e.g., a customer service process such as, for example, booking a flight) from the point at which the communication ended with the electronic device 110B. In some embodiments, the electronic device 110C can communicate with the host device 120 via the first communication mode (e.g., via an ISP and the internet) or the second communication mode (e.g., SMS). In other embodiments, the electronic device 110C can communicate with the host device 120 via a third communication mode (e.g., email), different from the first communication mode and/or the second communication mode. In this manner, the user can asynchronously manipulate the electronic devices 110A, 110B, and 110C, to communicate with the host device 120 using any suitable communication mode to, for example, book an airline flight. Furthermore, as described above, the host device 120 can store an identifier associated with, for example, the process steps of the customer service process. In this manner, the customer service process is a linear process (e.g., the progress made during the first time period is stored and accessed during the second time period and the progress made during the second time is stored and accessed during the third time period).
The method 230 includes receiving an input from an electronic device associated with a customer service request and directing the customer to a user identification portion, at 231. More specifically, in some embodiments, a communication module (similar to the communication module 130 shown and described with respect to
With the user identity verified, the method 230 includes receiving service information from the customer, at 232. More specifically, the customer can engage an electronic device such that the electronic device sends a signal to a host device associated with the customer service information. For example, in some embodiments, the customer service information could be a request for flight information for a specific date, phone numbers for a third party good or service, a technical service question, and/or the like. The method 230 further includes processing the customer service information and sending a signal to an electronic device associated with the result of the processing, at 234. For example, in some embodiments, a processing module (similar to the processing module 136 shown and described above with respect to
With the signal associated with the result of the processing sent to the electronic device, the method 230 includes receiving a signal associated with a customer confirmation of the result, at 235. For example, a host device can send a signal associated with flight information in response to a customer request for the flight information. In this manner, the user (e.g., the customer) can engage an electronic device such that the electronic device sends a signal associated with a flight selection. Therefore, the host device can be configured to process the user-selected flight (e.g., via a processing module or the like) and complete the transaction, at 236. In some embodiments, the process of completing the transaction includes receiving a signal from an electronic device associated with payment information. In other embodiments, payment information and/or preferences are stored in a database and automatically applied. In this manner, a user can engage an electronic device such that the user is provided with a customer service.
The method 330 includes receiving at a device a first communication associated with a transaction from one or more electronic devices at a first time and via a first communication mode, at 331. In some instances, a communication module (similar to the communication module 122 shown and described with respect to
The transaction can be any of those described herein such as, for example, a customer service transaction, online shopping, technical support, or the like. Accordingly, the first communication can be associated with, for example, a first step in a customer service process. The first communication can also include and/or be associated with identification information such as, for example, email address, telephone number, login name, instant message identifier, a communication device identifier (e.g., a mobile phone identifier, an internet protocol (IP) address, a media access control (MAC) address, etc.), and/or the like. The first communication mode can be any suitable communication mode described herein. For example, the first communication mode can be a voice message, an email, an SMS, an instant message, a telephonic call (e.g., via voice over IP (VOIP), or via PSTN), or the like. The host device can be configured to store, in a memory and/or a database (e.g., the memory 127 and/or the database 128), the first communication. In instances where more than one electronic device is in communication with the host device, the electronic devices can be the same or different.
The host device sends, at a second time after the first time and independent of the first time, a response to the first communication, at 332. For example, the response can be sent to the one or more electronic devices via the first communication mode. Expanding further, in some instances, the host device can send a response to one or more electronic devices via the same communication mode that was associated with the first communication. In some instances, the host device can send the response to the one or more electronic devices via a different communication mode. For example, in some instances, the host device can store (e.g., in memory and/or in a database) a user profile and/or a user preference that is associated with a preferred communication mode. In such instances, the host device can send the response via the preferred communication mode regardless of the first communication mode.
At a third time, the host device receives a second communication associated with the transaction from the one or more electronic devices, at 333. In some instances, the second communication can be sent via the first communication mode. In other instances, the second communication can be sent via a second communication, different from the first communication mode. For example, in some instances, the first communication mode can be an email and the second communication mode can be a SMS. The host device is configured to store and/or display the first communication and the second communication in a persistent record of the transaction regardless of a difference between the first time and the third time. Moreover, the host device can store and/or display the response to the first communication in the persistent record of the transaction.
The second communication can be associated with a second step in the customer service transaction (i.e., the transaction). For example, in some instances, the second communication can be associated with a request. For example, the request can be for information such as a product price, a location, a process tutorial, a request to speak with a customer service agent, or any other suitable request. In such instances, the host device can be configured to send a second response at a fourth time, after the third time, associated with the request. In this manner, the electronic device can send any number of sequential (e.g., one after the other, or in other words, each consecutive communication is at a later time the previous communication) communications to the host device and, in turn, the host device can send a corresponding number of responses. In other instances, the second communication can be associated with a user confirmation. In such instances, the host device can be configured to execute an action based on the receiving of the second communication (e.g., the confirmation). In some instances, the action can be associated with a completion of the transaction.
The method 430 includes sending from an electronic device a first communication associated with a customer service transaction at a first time, at 431. The electronic device can be, for example, a PC, a smart phone, a tablet PC, a PDA, or any other suitable device. The customer service transaction can be associated with any transaction described herein such as, for example, online shopping, technical support, or the like. Accordingly, the first communication can be associated with, for example, a first step in a customer service process. For example, the first communication can be sent from the electronic device in response to a user selecting a given option in a PC application, mobile application, web browser, etc. The first communication can also include and/or be associated with identification information such as, for example, email address, telephone number, login name, instant message identifier, a communication device identifier (e.g., a mobile phone identifier, an internet protocol (IP) address, a media access control (MAC) address, etc.), and/or the like. The first communication can sent via a first communication mode. The first communication mode can be any suitable communication mode described herein. For example, the first communication mode can be a voice message, an email, an SMS, an instant message, a telephonic call (e.g., via voice over IP (VOIP), or via PSTN), or the like. In some instances, a host device can receive the first communication and, upon receipt, can execute an action based on information associated with the first communication. For example, in some embodiments, a host device can include a memory that includes instructions that are executed by a processor. The instruction can be, for example, associated with providing at least a portion of a customer service process.
The electronic device receives a response to the first communication at a second time. The second time can be, for example, after the first time and independent of the first time (e.g., asynchronous). In some instances, the response can be sent to the electronic device via the first communication mode. Expanding further, in some instances, a host device can send a response to the electronic device via the same communication mode that was associated with the first communication. In some instances, the host device can send the response to the electronic device via a different communication mode. For example, in some instances, the host device can store (e.g., in memory and/or in a database) a user profile and/or a user preference that is associated with a preferred communication mode. In such instances, the host device can send the response via the preferred communication mode regardless of the first communication mode.
At a third time, a second communication associated with the transaction is sent and the first communication, the response, and the second communication are displayable on the electronic device in a persistent record of the transaction, regardless of a difference between the first time and the third time, at 433. The second communication can be sent from the electronic device. In some embodiments, the second communication can be sent from a second electronic device. For example, in some embodiments, the first communication can be sent from a home computer and the second communication can be sent from a mobile device (e.g., a smart phone, a tablet, or the like). In some instances, the second communication can be sent via the first communication mode. In other instances, the second communication can be sent via a second communication, different from the first communication mode. For example, in some instances, the first communication mode can be an email and the second communication mode can be a SMS. Moreover, the first communication, the response, and the second communication can be displayable on the first electronic device and on the second electronic device in a persistent record of the transaction regardless of the difference between the first time and the third time.
In some instances, the second communication can be associated with a second in the customer service transaction. For example, in some instances, the second communication can be associated with a request. For example, the request can be for information such as a product price, a location, a process tutorial, a request to speak with a customer service agent, or any other suitable request. In such instances, the electronic device can receive a second response at a fourth time, after the third time, associated with the request. In this manner, the electronic device can send any number of sequential (e.g., one after the other, or in other words, each consecutive communication is at a later time the previous communication) communications and, in turn, can receive a corresponding number of responses. In other instances, the second communication can be associated with a user confirmation. In such instances, a host device can receive the second communication and can execute an action based on the receiving of the second communication (e.g., the confirmation). In some instances, the action can be associated with a completion of the transaction.
After the identity of the user is verified, the user can place a flight request 543A taking forty-five seconds. In some embodiments, the user can select specific travel dates, travel times, airlines, and/or the like. In this manner, the customer service system can process the request and send a signal representing the result of the processing of the request. Furthermore, the user can review the results and send a signal to the customer service system associated with a flight selection. As shown in
The customer service system can further be configured to receive the signal representing the user-selected flight and confirm the flight reservation 545A taking thirty seconds. With the user-selected flight confirmed the customer service system can be configured to direct the user to a payment process 546A taking thirty seconds. In some embodiments, the payment process includes entering credit card information, PayPal information, frequent flier information, and/or the like. With the payment information received, the customer service process is completed taking a total time of six minutes and forty-five seconds.
As described above,
After the authentication process 542B the user is interrupted by a “Client Call.” In this manner, the user ends the communication between the client device and the customer service system. The customer service system is configured such that when the user places the electronic device in communication with the customer service system the customer service process is restarted. Thus, the user must wait in the queue 541B for another two minutes and thirty seconds. Similarly, the user is again directed to the authentication process 542B taking thirty seconds. After the identity of the user is verified, the user can place a flight request 543B taking forty-five seconds. The customer service system can process the request and send a signal representing the result of the processing of the request. Furthermore, the user can review the results and send a signal to the customer service system associated with a flight selection. As shown in
As shown in
When the user again places the electronic device in communication with the customer service system the customer service process is restarted. Thus, the user must wait in the queue 541B for another two minutes and thirty seconds. Similarly, the user is again directed to the authentication process 542B taking thirty seconds. After the identity of the user is verified, the user again places the flight request 543B taking forty-five seconds. The customer service system processes the request and sends the signal representing the result of the processing of the request. Furthermore, the user reviews the results and sends the signal to the customer service system associated with a flight selection. The research and processing 544B of the flight information can take two minutes. The customer service system further receives the signal representing the user-selected flight and confirms the flight reservation 545B taking thirty seconds. With the user-selected flight confirmed the customer service system can be configured to direct the user to a payment process 546B taking thirty seconds. In some embodiments, the payment process includes entering credit card information, PayPal information, frequent flier information, and/or the like. With the payment information received, the customer service process is completed taking a total time of fifteen minutes and thirty seconds including the interruptions. Moreover, as implied by the example illustrated in
After the authentication process 552 the user is interrupted by a “Client Call.” In this manner, the user ends the communication between the client device and the customer service system. With the authentication process 552 completed the customer service system can be configured to store an identifier in a database (e.g., the database 128) such that the progress through the customer service process is saved. Therefore, when the user places the electronic device in communication with the customer service system, the customer service process is started from the saved point. Thus, the user can continue by placing a flight request 553 taking forty-five seconds. The customer service system can process the request and send a signal representing the result of the processing of the request. Furthermore, the user can review the results and send a signal to the customer service system associated with a flight selection. As shown in
Before the customer service system can confirm the user-selected flight, the user is interrupted with a “Work Issue.” In this manner, the user ends the communication between the client device and the customer service system. With the customer service system receiving the signal associated with the user-selected flight, the customer service system can store the user-selected flight in the database. In this manner, when the user places an electronic device in communication with the customer service system, the customer service process is started from the saved point. Thus, the customer service system can confirm the user-selected flight 555 taking thirty seconds. As shown in
Having confirmed the user-selected flight, the customer service system can save the confirmation in the database. Furthermore, when the user places an electronic device in communication with the customer service system, the customer service process is started from the saved point. Thus, with the user-selected flight confirmed the customer service system can direct the user to a payment process 556 taking thirty seconds. In some embodiments, the payment process includes entering associating stored credit card information, PayPal information, frequent flier information, and/or the like with the user identifier (e.g., the identifier used in the authentication process 552). With the payment information received, the customer service process is completed taking a total time of four minutes and thirty seconds including the interruptions.
While not shown in
As shown in
As described above,
As described above, the login 761 includes a portion associated with creating a new user account (e.g., the new account 662 described above with reference to
Although not shown in
In some instances, the user can start a live conversation (e.g., the live portion 666 described above with reference to
As shown in
With the language selected, the user can be connected to a customer service representative that speaks the user's preferred language. When a user is connected to an agent the electronic device can be configured to display an indicator (e.g., a green indicator). As shown in
In some embodiments, a host device can be perform a set of analytics or the like during a live conversation to collect or interpret information associated with a user's behavior while talking with the customer service representative. For example, the host device can collect or receive information associated a user ID, a mobile device ID, device type, operating system version, application version, mobile phone number, and/or conversation start time. In some embodiments, the host device can perform behavior analysis. For example, in some embodiments, the host device can determine a sentiment value associated with the conversation. Expanding further, a host device can determine a user's sentiment and/or changes in a user's sentiment during a conversation with a customer service representative (agent). In some embodiments, such as in the event of being disconnected, the customer service system can be configured to send a message to the user with an option to resume the conversation or to end the conversation.
As described above, in some instances, the user can start a quick chat conversation (e.g., the quick chat portion 667 described above with reference to
The quick chat interface 767 can include a set of menu buttons or active portions associated with a predetermined action of a customer service transaction. In some embodiments, the menu buttons can include a single line of a very short phrase (e.g., 2 or 3 words). In some embodiments, the menu buttons can displayed with a given color and, once selected, can be displayed with a second color different from the first. In some embodiments, the automation system can present text prompts, input forms, and dynamic menus with menu option buttons. The input forms can collect information for enterprise transactions or flow logic. The input forms can be presented to authenticate users with remote systems. In some embodiments, display forms can present information the mobile user has requested in a basic text format. In some embodiments, input forms can be presented auto-filled with information stored in a users account profile. The input forms can be configured to allow a user to change any data input forms that are auto-filled. In some embodiments, input forms can allow users to save select input data to their account profile. In some embodiments, the automation system can be personalized using, for example, company preferences or user preferences stored in or at My Data (described below). In some embodiments, the preferences can be stored at a host device. In some embodiments, a user can text a global command at any time while using the automation system (e.g., Call Me, Transfer, Main Menu, Voice Over, etc.). In some embodiments, a user can say global command at any time while using the automation system.
As shown in
In some instances, the electronic device can display a set of buttons or links associated with performing a customer service transaction for a given company. For example, as shown in
Referring back to
As described above, in some instances, the user can start a free form conversation (e.g., the Text Entry Keyboard portion 672, the Recording Audio portion 675, and the Attach Image portion 678 described above with reference to 15). For example,
The free form conversation interface can further include portions, buttons, icons, or the like associated with a text entry communication, an audio recording communication, and/or an image communication. By way of example,
As described above, the user can select to record an audio message communication. For example, the user can select the microphone of the free form interface 772 shown in
As described above, the user can select to communicate using one or more images. For example, the user can select the camera of the free from interface 772 shown in
As shown in
In some embodiments, the starting of a conversation (e.g., from the inbox 774) can be such that the electronic device is placed in communication with a knowledge base. For example,
In some instances, the user can start a new conversation (or can resume a conversation) using the automated chat and/or the free form chat (described above). In such instances, the user can, for example, send a communication to the customer service system (e.g., a host device) associated with an immediate request for customer service. In some instances, the communication can be, for example a frequently asked question (FAQ). For example,
As shown in
As shown in
Furthermore, the rating interface 791 can include a button or link associated with recommending the company or the customer service and a button or line associated with not recommending the company of the customer service. In other embodiments, the electronic device can display the rating interface 792. The rating interface 792 can include a set of selectable portions associated with the user experience (e.g., “Good,” “Bad,” and “Neutral”). In some embodiments, the rating interface 792 can display a bar graph indicator associated with the selection. In some embodiments, the rating system can be integrated with Facebook ® and/or Twitter®. In this manner, the ratings can be posted to a user's Facebook® or Twitter® account and/or a company's Facebook® or Twitter® account.
As described above, the inbox 764 (
As described above, the inbox 764 can include a link, button, icon, or the like associated with a directory (e.g., the directory 684 described above with reference to
For example,
As described above, the inbox 764 can include a link, button, icon, or the like associated with user account data (e.g., the My Data portion 688 described above with reference to
In some embodiments, the My Data interface 788 can include a company preferences portion. In other embodiments, the company preferences can be included in the company interface 785 described above. In some embodiments, users can access or define company preferences to avoid re-entry of information or to personalize automated or agent interactions. In some embodiments, the user can access the company preferences to establish, for example, automatic update schedules. For example, a user can select an update schedule based on a frequency (e.g., once a day, once a week, every 2 weeks, once a month) or predetermined time period (e.g., a start date and an end date). In some embodiments, the user can access the company preferences to establish the notifications received from the company. For example, the user can set a preference to receive a notification when or if there is a low balance, a transfer, or a deposit in an account, when there is a special offer, and/or when business hours open and/or close.
As shown in
While the
In some instances, a user can manipulate the electronic device (e.g., open a mobile application) to begin a customer service transaction. As described above, in some instances, login information can be stored or “remembered.” In such instances, the electronic device can be configured to display an inbox or dashboard. For example, in some instances, the electronic device can display an inbox similar to the inbox 764 described with reference to
As shown in
As shown in
Having received the user response 889, the host device can determine that the user would like to be routed to an agent 887. For example, in some instances, based on the content of the user response 889 the host device can route the conversation to an agent (e.g., customer service representative). Conversely, in some instances, the host device can determine that the customer service transaction can proceed using a self-service system and/or using an automated system (e.g., based at least in part on a user preference and/or the content of the user response 889).
In some instances, the company, the host device, and/or the agent can define a predetermined time period associated with a user response timeout. Said a different way, if the agent does not receive a user response within the predetermined time period, the user response times out. In such instances, if the predetermined time period is reached, the agent can be released from the conversation (e.g., the host device can release and/or reassign the agent). As described above with reference to
In some instances, the user response 889 can be within the predetermined time period. In this manner, the user response 889 can be sent to the host device and the conversation state can again be saved. Furthermore, the conversation screen can be updated with the user response and the agent can send a message in response to the message from the user (e.g., the user response 889). Thus, the customer service transaction is performed using a live chat 866 between the user and the agent. While not shown in
Referring now to
For example, as shown in
The input portion is configured to provide a user interface with which the agent can input a response to a communication sent from a user account. For example, in some instances, the agent can input a response in text to be sent to the user account (e.g., via SMS, email, instant messaging, etc.). In some embodiments, the agent can select the method of delivery based at least in part on a user preference. For example, a user can define a preference associated with receiving responses via a SMS message. In other embodiment, the response mode (e.g., text, voice, image, etc.) can be based at least in part on the previous communication mode received from the user account. For example, as shown in
As described above, the embodiments and methods herein can be employed on a mobile device such as, for example, an iPhone, an iPad, an Android device, a Windows Phone, or other tablet PC. In such embodiments, the systems described herein can be included in a mobile application configured to be run on such mobile device. In some embodiments, a third party application using an application programming interface (API) can be used by a user to interact with (e.g., view, update, add to, remove from, edit, and/or otherwise communicate with) the host device and/or specific customer service system. For example, a social networking site can use an API to access a portion of a user's information and to present the portion in the social networking site. Such an API provides integration of a customer service into other systems, programs, applications, websites, and/or the like.
In this manner, the electronic device can include an application icon displayable on, for example, a home screen or desktop. In some embodiments, the application can include a notification system alert the user of the electronic device to changes or updates associated with the customer service system. For example, the icon can display an indicator that can be incremented for each unread message (e.g., by using an API). Thus, the application can display notifications when new messages have been created by agents that are waiting to be downloaded. In some embodiments, messages and/or notifications can be pushed to the electronic device. In some embodiments, the messages and/or notifications can be fetched. In some embodiments, a notification banner can be displayed if the application (also referred to herein as “app”) is running in the background, if the app is in foreground, but the associated conversation is not active. A notification banner can be suppressed if the app is in foreground, and the associated conversation is active. In some embodiments, the app can logout the user after a predetermine time period. In some embodiments, setting from the application (e.g., preferences) can be accessible in the settings menu of the electronic device.
In some embodiments, the app can track usage sessions starting when a user authenticates with a PIN and ending when the app is closed or moved to background. In some embodiments, the app can send undelivered usage session data to a host device when the app is sent to background. In some embodiments, the app can track errors related to connectivity and send error data to the host device when connectivity is re-established.
In some embodiments, a user can manipulate an electronic device (e.g., a mobile device) in an offline mode. In such embodiments, the electronic device may not receive a wireless signal or cellular signal sufficiently strong to connect to the customer service system (e.g., below a given bandwidth threshold). For example, in some instances, a mobile device can detect if there is no signal and no Wi-Fi connection (includes airplane mode). In some instances, a mobile device can ping a Mobile Gateway to detect poor bandwidth (e.g., response time). In some embodiments, all buttons that result in an API call or chat message are disabled and greyed out. In some embodiments, the user can manipulate the electronic device to access all personal data. In some embodiments, a user can leave a message in a general queue. In some embodiments, the user can manipulate the electronic device to view, for example, a user's favorites, favorite companies' contact information, favorite companies' transaction data, or the like. In some embodiments, the user can view the top 20 inbox conversations with preview. In other embodiments, the user can view all inbox entries that are not archived. In some embodiments, a user can view the last 20 messages in a conversation. In some embodiments, software development kits (SDK) can return codes to indicate when the electronic device is placed in an online mode.
In some embodiments, the systems can include any suitable performance and/or aesthetic feature. For example, in some embodiments, a home button need not require re-retrieval of information, whether application is minimized or maximized. In some embodiments, a working spinning icon is presented when accessing backend data. In some embodiments, chat messages are not scrolled across the window, as they are loaded. In some embodiments, active conversations are cached on the device. In some embodiments, whole conversations are not re-retrieved, rather only the next message need be retrieved.
In some embodiments, the systems described herein can be configured to gather information based on a user's behavior, preferences, or the like. Moreover, the systems can gather information associated with the effectiveness of a customer service transaction. For example, in some embodiments, the system (e.g., a host device) can integrate and capture task, goals and interaction points into automation. In some embodiments, the host device can determine a user performance rating (UPR) during automation. In some embodiments, the host device can determine a success index and/or a navigation index. In some embodiments, the host device can include, for example, adaptive playback control (APC), dynamic application smoothing (DAS), alternative message content (AMC), adaptive timeout control (ATC), best modality signaling (BMS), and/or proactive transfer alert (PTA) systems. In some embodiments, the host device can include an adaptive audio system such as, for example, those described in U.S. patent application Ser. Nos. 11/211,875, entitled “Adaptive Communication System,” filed Aug. 26, 2005, 11/781,255, entitled “Adaptive Accent Voice Communication Systems,” filed Jul. 22, 2007, 12/171,196, entitled “Advanced Adaptive Communication System,” filed Jul. 10, 2008, and 12/475,681, entitled “Adaptive Human Computer Interface,” filed Jun. 1, 2009, the disclosures of each of which is incorporated by reference herein in its entirety.
In some embodiments, the host device can perform a sentiment analysis (e.g., voice biometrics or the like) of the user during conversations with agent and/or prior to transferring to the agent. In some embodiments, the host device can determine changes in sentiment with particular agents and/or with interaction points in the automation flow. In some embodiments, the host device can perform text analytics to determine tasks and goals at interaction points during agent conversation.
In some embodiments, the host device can be configured to predict a user's preferences based at least in part on a user's behavior. For example, based at least in part on previous user behavior, the host device can be configured to personalize specific menus offered personalize specific inputs. In some embodiments, the host device can be configured to determine and store the effectiveness of the predictions. In some embodiments, the host device can predict and personalize menu options based on predefined user profiles. In some embodiments, the host device can be configured to predict and personalize menu options based on time of month or year. In some embodiments, the host device can be configured to predict and personalize menu options based on location. In some embodiments, the host device can be configured to predict and personalize notification recommendations based on transactions executed.
In some embodiments, additional information associated with a user can be sent to a host device when that user sends a process ID (or other messages) to the host device. For example, an indication of a geographic location of the user can be sent to the host device with a process ID. Such a geographic location can be determined using, for example, a GPS module of a communication device and/or any other suitable method. The host device can use the geographic location of the communication device to authenticate a user, to provide recommended products, services, coupons and/or promotions to a user, to verify that a user meets requirements for a particular promotion (e.g., must be in a specific geographic area to participate in a promotion), and/or the like. In other embodiments, any other information (e.g., time of day, day of week, purchase history, website history, etc.) can be sent to the host device when a user sends a process ID (or other message) to the host device.
In some embodiments, based on a user's interaction/transaction with a particular application, advertisements or offers that are based on and relevant to the transaction can be presented to the user. For example, if a user books a plane ticket, the user may receive offer(s) for rental car deals in the user's destination city. Similarly, the user may receive advertisements or offers from restaurants, hotels and/or other services in the destination city. In some embodiments, the user may receive deals from local taxi cabs or car services at the origin city. All of the information relevant to the user's travel planning is stored in the user's profile such that additional transactions can be completed with relative simplicity in an asynchronous manner.
If the user were to take advantage of the hotel offer, the user would not need to enter his or her credit card number, contact information, etc. Additionally, if the user was a frequent guest or rewards member of that particular hotel, such information would already be part of the user's profile and would not have to be separately provided. In some embodiments, the provider of the application (e.g., the owner of the database 128, described above) could receive compensation based on offers/advertisement through which a user makes a reservation or orders a particular product or service.
In some embodiments, because the user's information is aggregated in a single location, including the user's historical preferences and on-going interactions can be used in various situations. In some embodiments, if a user purchased an airline ticket through the system, if the flight is delayed or canceled, the user may receive a message indicating alternative flight options. As such, the user can re-book his flight at his convenience, and additional services (e.g., rental car, hotel, car service) will automatically be updated accordingly. In some embodiments, the user can receive messages from the additional service providers seeking confirmation of the modification. In some embodiments, if the user purchased, for example, tickets to a sporting event, but then modified their flight schedule such that the user was no longer able to attend the event, the user could receive a message asking if they would like to seek alternative events and/or if they would like to post their original tickets for sale on a ticket reseller site.
In some embodiments, the system learns the user's preferences and responds accordingly. For example, if each time a user interacts with the system, he first opts to book flights between Washington, D.C. and San Francisco, each time the user returns to the system he can be presented with the option to do so.
The system described herein can be implemented such that it is an aggregator for an unlimited number of customer service sites. In other words, the user's personal information that is stored through the system is linked to other sites. All of the various customer service options a user may need (e.g., airlines, hotels, rental cars, home improvement, groceries, restaurants, etc.) can be consolidated in a single location. In some embodiments, a user is presented with an unlimited number of potential providers.
Some embodiments described herein relate to a computer storage product with a non-transitory computer-readable medium (also can be referred to as a non-transitory processor-readable medium) having instructions or computer code thereon for performing various computer-implemented operations. The computer-readable medium (or processor-readable medium) is non-transitory in the sense that it does not include transitory propagating signals (e.g., a propagating electromagnetic wave carrying information on a transmission medium such as space or a cable). The media and computer code (also referred to herein as code) may be those designed and constructed for the specific purpose or purposes. Examples of non-transitory computer-readable media include, but are not limited to: magnetic storage media such as hard disks, optical storage media such as Compact Disc/Digital Video Discs (CD/DVDs), Compact Disc-Read Only Memories (CD-ROMs), magneto-optical storage media such as optical disks, carrier wave signal processing modules, and hardware devices that are specially configured to store and execute program code, such as Application-Specific Integrated Circuits (ASICs), Programmable Logic Devices (PLDs), Read-Only Memory (ROM) and Random-Access Memory (RAM) devices.
Examples of computer code include, but are not limited to, micro-code or micro-instructions, machine instructions, such as produced by a compiler, code used to produce a web service, and files containing higher-level instructions that are executed by a computer using an interpreter. For example, embodiments may be implemented using imperative programming languages (e.g., C, FORTRAN, etc.), functional programming languages (Haskell, Erlang, etc.), logical programming languages (e.g., Prolog), object-oriented programming languages (e.g., Java, C++, etc.), or other programming languages and/or other development tools. Additional examples of computer code include, but are not limited to, control signals, encrypted code, and compressed code.
While various embodiments have been described above, it should be understood that they have been presented by way of example only, and not limitation, and as such, various changes in form and/or detail may be made. Any portion of the apparatus and/or methods described herein may be combined in any suitable combination, unless explicitly expressed otherwise. Where methods and/or schematics described above indicate certain events and/or flow patterns occurring in certain order, the ordering of certain events and/or flow patterns may be modified. Additionally certain events may be performed concurrently in parallel processes when possible, as well as performed sequentially.
Claims
1. A method, comprising:
- receiving at a host device a first communication associated with a user interaction from at least one electronic device from a plurality of electronic devices, the host device including at least a memory, a processor and a database, the first communication being received at a first time via a first communication mode;
- sending at a second time, a response to the first communication, the second time being later than the first time, and independent of the first time; and
- receiving at the host device a second communication associated with the user interaction from the at least one electronic device, the second communication being received at a third time, the first communication, the response to the first communication, and the second communication being displayable in a persistent record of the user interaction regardless of a difference between the first time and the third time.
2. The method of claim 1, wherein the receiving the second communication includes receiving the second communication via a second communication mode different from the first communication mode.
3. The method of claim 1, wherein the sending the response to the first communication includes sending the response using at least one of the first communication mode, a second communication mode or a third communication mode different from the first communication mode and the second communication mode.
4. The method of claim 1, wherein the first communication mode is one of a voice message, an SMS message, text message, an e-mail or an instant message.
5. The method of claim 1, further comprising completing the user interaction at a fourth time, later than the third time and independent of the first time, the second time or the third time.
6. The method of claim 1, further comprising receiving identification information associated with the at least one electronic device.
7. The method of claim 1, wherein the first communication is associated with a first step of the user interaction, the second communication is associated with a second step of the user interaction, the memory configured to store the first communication and the second communication, the user interaction being a customer service transaction.
8. The method of claim 1, further comprising receiving a third communication associated with the user interaction, the third communication being received from a second electronic device, the third communication displayable in the display.
9. The method of claim 1, wherein the database includes data associated with the at least one electronic device, the database accessible to authenticate the at least one electronic device.
10. The method of claim 1, further comprising receiving a fourth communication from a third electronic device, the fourth communication being unrelated to the user interaction, the fourth communication being displayable in a different record.
11. The method of claim 1, wherein the user interaction is completed asynchronously.
12. The method of claim 1, further comprising routing the first communication based at least in part on a content of the first communication.
13. A method, comprising:
- sending from an electronic device a first communication associated with a customer service transaction at a first time;
- receiving a response to the first communication at a second time;
- sending a second communication associated with the transaction at a third time, the first communication, the response and the second communication being displayable on the electronic device in a persistent record of the transaction regardless of a difference between the first time and the third time.
14. The method of claim 13, wherein the first communication is sent via a first communication mode of the electronic device and the second communication is sent via a second communication mode of the electronic device.
15. The method of claim 13, wherein the second communication is sent from a second electronic device.
16. The method of claim 13, wherein the second communication is sent from a second electronic device, the first communication, the response, and the second communication being displayable on the second electronic device in a persistent record of the transaction.
17. The method of claim 13, the transaction being a first transaction, the method further comprising:
- sending from the electronic device a third communication associated with a second transaction, the third communication being displayable in a record of the second transaction different from the record of the first transaction.
18. The method of claim 13, wherein the transaction is completed asynchronously.
19. The method of claim 13, wherein the first communication is based on a pre-defined message presented on the electronic device.
20. The method of claim 13, further comprising storing data associated with the transaction, the data accessible after the transaction is completed.
21. The method of claim 13, wherein the response is based at least in part on one of a profile, a behavior, or a preference associated with a user of the electronic device.
22. A non-transitory processor-readable medium storing code representing instructions to cause a processor to:
- receive at a host device a first communication associated with a transaction from at least one electronic device from a plurality of electronic devices, the host device including at least a memory, a processor and a database, the first communication being received at a first time via a first communication mode;
- send at a second time, a response to the first communication, the second time being later than the first time, and independent of the first time; and
- receive at the host device a second communication associated with the transaction from the at least one electronic device, the second communication being received at a third time, the first communication and the second communication being displayable in a persistent record of the transaction regardless of a difference between the first time and the third time.
Type: Application
Filed: Mar 12, 2013
Publication Date: Oct 24, 2013
Applicant: Contact Solutions LLC (Reston, VA)
Inventors: Paul Logan (Arlington, VA), Mike Hibbard (Clear Brook, VA), Joshua Gray (Reston, VA), Vete Clements (Herndon, VA)
Application Number: 13/795,868
International Classification: H04L 29/08 (20060101);