ADAPTIVE MULTI-CHANNEL ANSWERING SERVICE FOR KNOWLEDGE MANAGEMENT SYSTEMS
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United States of America Patent
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Issued Date -
Mar 4, 2010
app pub date -
Sep 4, 2008
filing date -
Sep 4, 2008
priority date (Note) -
Abandoned
status (Latency Note)
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Abstract
Embodiments of the invention provide a method, system and computer program product for automated selection of a channel of support dependant upon the behavior of the customer. In one embodiment, a method for agile channeling inquiries to a customer relationship management system can be provided. The method can include receiving an inquiry from a customer to a customer relationship management system over a computer communications network. The method also can include inspecting an environment pertaining to the inquiry and matching the inspected environment to a specific channel of communication amongst multiple different channels of communication supported by the customer relationship management system, for example Web content, an e-mail, a live chat and a live phone call. Finally, the method can include responding to the inquiry through the matched specific channel of communications. In this way, a specific channel of communication can be selected to optimally respond to the inquiry.
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