Agent-assisted and directed web-channel customer care apparatus, method, and computer program

An agent-assisted and directed web-channel customer care apparatus, method, and computer program is provided to receive, from a first device, an inbound message via an inbound messaging channel and create a web session utilizing a web session server. Session identification is received from the web s...

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Bibliographische Detailangaben
Hauptverfasser:	Ehrenberg Jerry, Hendren Chad David, Winston Michelle Mason, Welch Kevin Todd
Format:	Patent
Sprache:	eng
Schlagworte:	ELECTRIC COMMUNICATION TECHNIQUE ELECTRICITY TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION
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Beschreibung
Zusammenfassung:	An agent-assisted and directed web-channel customer care apparatus, method, and computer program is provided to receive, from a first device, an inbound message via an inbound messaging channel and create a web session utilizing a web session server. Session identification is received from the web session server and a unique identifier is transmitted to the first device in order for a second device to connect to an agent device via a web session. Communications is simultaneously maintained with the first and second device via the inbound messaging channel and the web session.