The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Mar. 09, 2021
Filed:
May. 21, 2018
Dish Network L.l.c., Englewood, CO (US);
Raymond Watkins, Colorado Springs, CO (US);
Duncan McCloud, Aurora, CO (US);
Dave Downing, Castle Rock, CO (US);
Benjamin Husser, Centennial, CO (US);
Bishnu Panda, Parker, CO (US);
DISH Network L.L.C., Englewood, CO (US);
Abstract
Various arrangements are presented for allowing a remote expert to assist a customer relationship management (CRM) agent. A CRM system may present details about an accessed customer account and an option to remotely contact an expert, wherein the expert has more access rights to a CRM communication system than the CRM agent. A request to contact the expert and a selection of a subject matter from a plurality of subject matters may be received. The request may be routed to the expert based on expert routing rules enforced by the CRM communication system. A chat communication session with the expert may be initiated. The expert CRM client system may be caused to access the customer account. Details about the accessed customer account and a chat interface to communicate with the CRM agent may be output.