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:
Jul. 02, 2024
Filed:
May. 07, 2023
Incontact Inc., Sandy, UT (US);
Abstract
A computerized-method for reducing wait-time in a multichannel-contact-center. For each query that is not resolved by a bot: a. selecting a digital-channel-type from a plurality of digital-channel-types; b. operating an aggregator module on the selected digital-channel-type to aggregate the received query and similar pending queries into a group-of-queries; c. operating a tracker-module on the group-of-queries to identify a query-resolution and to send a notification as to the query-resolution to the customer via the digital-channel-type that the query has been received; and d. repeating operations a.-c. until a query-resolution has been identified or all digital-channel-types in the plurality of digital-channel-types have been selected.