[24]7.ai, Inc.

24/7 Customer, Inc.

Tajinder Singh

Andrew Chang

Michael Monegan

James Ming Li

A computer-implemented method and an apparatus facilitate management of customer interactions on multiple interaction channels. A communication quality metric and a contextual environment are tracked for an ongoing customer interaction executed on a first interaction channel. A closure of the first interaction channel is effected based on at least one of: a detected change in a current value associated with the communication quality metric to be below a preset threshold value, a detected or an anticipated change in the contextual environment, and a receipt of a customer request for closing the first interaction channel. The effecting of the closure of the first interaction channel includes a transitioning of the ongoing customer interaction from the first interaction channel to a second interaction channel.

Growing community of inventors

Santa Clara, CA, United States of America

Tajinder Singh