WO2002009399A3 - Customer support system and method providing virtual and live agent interaction over a data network - Google Patents
Customer support system and method providing virtual and live agent interaction over a data network Download PDFInfo
- Publication number
- WO2002009399A3 WO2002009399A3 PCT/IB2001/001281 IB0101281W WO0209399A3 WO 2002009399 A3 WO2002009399 A3 WO 2002009399A3 IB 0101281 W IB0101281 W IB 0101281W WO 0209399 A3 WO0209399 A3 WO 0209399A3
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- live agent
- interaction
- help
- agent
- data network
- Prior art date
Links
Classifications
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
- H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
Landscapes
- Engineering & Computer Science (AREA)
- Business, Economics & Management (AREA)
- Strategic Management (AREA)
- Entrepreneurship & Innovation (AREA)
- Marketing (AREA)
- Economics (AREA)
- Human Resources & Organizations (AREA)
- Operations Research (AREA)
- Game Theory and Decision Science (AREA)
- Educational Administration (AREA)
- Development Economics (AREA)
- Signal Processing (AREA)
- Quality & Reliability (AREA)
- Tourism & Hospitality (AREA)
- Physics & Mathematics (AREA)
- General Business, Economics & Management (AREA)
- General Physics & Mathematics (AREA)
- Theoretical Computer Science (AREA)
- User Interface Of Digital Computer (AREA)
- Computer And Data Communications (AREA)
Abstract
Priority Applications (1)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
AU2001275766A AU2001275766A1 (en) | 2000-07-20 | 2001-07-18 | Customer support system and method providing virtual and live agent interaction over a data network |
Applications Claiming Priority (18)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US62043400A | 2000-07-20 | 2000-07-20 | |
US62004800A | 2000-07-20 | 2000-07-20 | |
US61977900A | 2000-07-20 | 2000-07-20 | |
US61982200A | 2000-07-20 | 2000-07-20 | |
US61995100A | 2000-07-20 | 2000-07-20 | |
US62029100A | 2000-07-20 | 2000-07-20 | |
US61992200A | 2000-07-20 | 2000-07-20 | |
US61998200A | 2000-07-20 | 2000-07-20 | |
US62029700A | 2000-07-20 | 2000-07-20 | |
US09/620,291 | 2000-07-20 | ||
US09/620,434 | 2000-07-20 | ||
US09/619,822 | 2000-07-20 | ||
US09/619,982 | 2000-07-20 | ||
US09/620,048 | 2000-07-20 | ||
US09/620,297 | 2000-07-20 | ||
US09/619,779 | 2000-07-20 | ||
US09/619,922 | 2000-07-20 | ||
US09/619,951 | 2000-07-20 |
Publications (2)
Publication Number | Publication Date |
---|---|
WO2002009399A2 WO2002009399A2 (en) | 2002-01-31 |
WO2002009399A3 true WO2002009399A3 (en) | 2002-10-10 |
Family
ID=27578886
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
PCT/IB2001/001281 WO2002009399A2 (en) | 2000-07-20 | 2001-07-18 | Customer support system and method providing virtual and live agent interaction over a data network |
Country Status (2)
Country | Link |
---|---|
AU (1) | AU2001275766A1 (en) |
WO (1) | WO2002009399A2 (en) |
Families Citing this family (25)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US20060140381A1 (en) * | 2004-12-29 | 2006-06-29 | Marian Croak | Method and apparatus for segmenting communication network customers into service tiers |
US8374915B2 (en) * | 2005-04-20 | 2013-02-12 | Contact at Once! | Presence optimized advertisement publishing system and methodology |
US8885812B2 (en) | 2005-05-17 | 2014-11-11 | Oracle International Corporation | Dynamic customer satisfaction routing |
US8583466B2 (en) | 2005-08-09 | 2013-11-12 | Oracle International Corporation | System and method for routing workflow items based on workflow templates in a call center |
US7818340B1 (en) * | 2005-12-01 | 2010-10-19 | Peter Warren | Computer-implemented method and system for enabling network communication using sponsored chat links |
US8117196B2 (en) * | 2006-01-23 | 2012-02-14 | Chacha Search, Inc. | Search tool providing optional use of human search guides |
US7809663B1 (en) | 2006-05-22 | 2010-10-05 | Convergys Cmg Utah, Inc. | System and method for supporting the utilization of machine language |
US8379830B1 (en) | 2006-05-22 | 2013-02-19 | Convergys Customer Management Delaware Llc | System and method for automated customer service with contingent live interaction |
TW200919203A (en) | 2007-07-11 | 2009-05-01 | Ibm | Method, system and program product for assigning a responder to a requester in a collaborative environment |
US20120246081A1 (en) * | 2011-03-25 | 2012-09-27 | Next It Corporation | Systems and Methods for Automated Itinerary Modification |
US8787553B2 (en) | 2011-09-22 | 2014-07-22 | At&T Intellectual Property I, L.P. | Implementing a network of intelligent virtual service agents to provide personalized automated responses |
US9042540B2 (en) * | 2012-10-30 | 2015-05-26 | Teletech Holdings, Inc. | Method for providing support using answer engine and dialog rules |
EP2821943A1 (en) * | 2013-07-03 | 2015-01-07 | Accenture Global Services Limited | Query response device |
US9559993B2 (en) | 2014-10-02 | 2017-01-31 | Oracle International Corporation | Virtual agent proxy in a real-time chat service |
US10218651B2 (en) * | 2015-04-20 | 2019-02-26 | Oracle International Corporation | Virtual assistance for chat agents |
CN107040450B (en) * | 2016-07-20 | 2018-06-01 | 平安科技(深圳)有限公司 | Automatic reply method and device |
US10904169B2 (en) | 2017-08-08 | 2021-01-26 | International Business Machines Corporation | Passing chatbot sessions to the best suited agent |
US10171662B1 (en) | 2017-09-22 | 2019-01-01 | International Business Machines Corporation | Intervention in conversation between virtual agent and user |
US10951761B1 (en) | 2017-12-20 | 2021-03-16 | Wells Fargo Bank, N.A. | System and method for live and virtual support interaction |
US11019004B1 (en) | 2018-01-04 | 2021-05-25 | Amdocs Development Limited | System, method, and computer program for performing bot engine abstraction |
US10580176B2 (en) | 2018-06-28 | 2020-03-03 | Microsoft Technology Licensing, Llc | Visualization of user intent in virtual agent interaction |
US11005786B2 (en) | 2018-06-28 | 2021-05-11 | Microsoft Technology Licensing, Llc | Knowledge-driven dialog support conversation system |
US11308634B2 (en) | 2020-02-05 | 2022-04-19 | Datalogic Ip Tech S.R.L. | Unsupervised anchor handling for machine vision system |
US11734518B2 (en) | 2021-12-21 | 2023-08-22 | The Adt Security Corporation | Analyzing monitoring system events using natural language processing (NLP) |
US11862165B1 (en) * | 2022-08-30 | 2024-01-02 | Truist Bank | Optimized virtual assistant for connecting a user to a live agent |
Citations (5)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
EP0829996A2 (en) * | 1996-08-23 | 1998-03-18 | AT&T Corp. | Correlating information between internet and call center environments |
US5907547A (en) * | 1996-10-24 | 1999-05-25 | At&T Corp | System and method for establishing internet communications links |
US6028925A (en) * | 1996-09-23 | 2000-02-22 | Rockwell International Corp. | Telephonic switching system, telephonic switch and method for servicing telephone calls using virtual memory spaces |
US6078325A (en) * | 1991-05-31 | 2000-06-20 | Edify Corporation | Object oriented customer information exchange system and method |
EP1035718A1 (en) * | 1999-03-08 | 2000-09-13 | Lucent Technologies Inc. | Method and system for enterprise service balancing |
-
2001
- 2001-07-18 WO PCT/IB2001/001281 patent/WO2002009399A2/en active Application Filing
- 2001-07-18 AU AU2001275766A patent/AU2001275766A1/en not_active Abandoned
Patent Citations (5)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US6078325A (en) * | 1991-05-31 | 2000-06-20 | Edify Corporation | Object oriented customer information exchange system and method |
EP0829996A2 (en) * | 1996-08-23 | 1998-03-18 | AT&T Corp. | Correlating information between internet and call center environments |
US6028925A (en) * | 1996-09-23 | 2000-02-22 | Rockwell International Corp. | Telephonic switching system, telephonic switch and method for servicing telephone calls using virtual memory spaces |
US5907547A (en) * | 1996-10-24 | 1999-05-25 | At&T Corp | System and method for establishing internet communications links |
EP1035718A1 (en) * | 1999-03-08 | 2000-09-13 | Lucent Technologies Inc. | Method and system for enterprise service balancing |
Non-Patent Citations (1)
Title |
---|
KAUFMAN H: "CALL CENTERS IN CYBERSPACE", COMMUNICATIONS NEWS, XX, XX, vol. 34, no. 7, 1 July 1997 (1997-07-01), pages 20 - 21, XP002054723 * |
Also Published As
Publication number | Publication date |
---|---|
AU2001275766A1 (en) | 2002-02-05 |
WO2002009399A2 (en) | 2002-01-31 |
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