Communication channel enhancement
地域：
CA
CA San Mateo
摘要
A system for automatic authentication of service requests includes authentication of a remote access device. This authentication may be accomplished automatically prior to text or audio communication between a customer and a service agent. In some embodiments, authentication is accomplished automatically by authentication of the remote access device or accomplished by asking the customer questions. A single authentication of the remote access device may be used to authenticate a service request transferred between service agents. The authentication of the remote device may include, for example, use of a personal identification number, a fingerprint, a photograph, and/or a hardware identifier. Some embodiments include an intelligent pipeline configured for managing queues of customer service requests and/or customer service agent control over a customer's access device. Some embodiments include logic configured to manage and enhance communication channels between devices.
說明書
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This application is a continuation-in-part of non-provisional patent application Ser. No. 15/144,765 filed May 2, 2016; a continuation-in-part of non-provisional patent application Ser. No. 14/798,468 filed. Jul. 14, 2015; a continuation-in-part of non-provisional patent application Ser. No. 14/831,129 filed Aug. 20, 2015; a continuation-in-part of non-provisional patent application Ser. No. 14/850,142 filed Sep. 10, 2015 and a continuation-in-part of non-provisional patent application Ser. No. 15/008,301 filed Jan. 27, 2016. The disclosures of these applications are hereby incorporated herein by reference.
The invention is in the field of communications and optionally in the field of customer management.
Customer service is often provided by phone calls in which a customer calls a call center. A first step in such a call is typically to authenticate the caller. When the caller is passed from one service provider to another, the authentication often must be repeated. Customers and call center staff have become accustom to this process. Calls coming into a call center are sometimes identified using caller ID. User accounts may or may not be indexed by phone number.
權(quán)利要求
What is claimed is:1. A communication server device comprising:an agent interface configured for a human agent to communicate between the agent interface and a remote client; enhancement logic configured to receive a communication from the remote client via a first communication channel and to automatically execute application logic on the remote client, the application logic being configured to open a second communication channel between the remote client and the server device using an identifier of the remote client, the second communication channel having an enhanced communication functionality relative to the first communication channel, the enhancement logic being further configured to execute the application logic on the remote client by sending a command via a third communication channel; account identification logic configured to associate the identifier of the remote client with an account of a user of the remote client; and a processor configured to execute at least the enhancement logic. 2. The device of claim 1 , wherein the command sent via the third communication channel is sent using the identifier of the remote client received via the first communication channel. 3. The device of claim 1 , wherein the enhanced communication functionality includes an ability to send data using packets via TCP/IP protocols. 4. The device of claim 1 , wherein the enhanced communication functionality includes an ability to send data using an internet protocol address. 5. The device of claim 1 , wherein the agent interface is further configured for the human agent to initiate a request for information from the remote client, and further including request logic configured to send the request to the remote client and to receive a response to the request, the request including a command. 6. The device of claim 1 , wherein the agent interface is further configured for the human agent to send commands to the application executing on the remote client. 7. The device of claim 1 , further comprising authentication logic configured to authenticate a user of the remote client via the second communication channel. 8. The device of claim 1 , further comprising account identification logic configured to associate the identifier of the remote client with an identifier of an account of the user, wherein the identifier of the account of the user is received from the remote client via the second communication channel. 9. The device of claim 8 , wherein the identifier of the account is an e-mail address or a username. 10. The device of claim 8 , wherein the identifier of the remote client is a telephone number. 11. The device of claim 1 , wherein the enhancement logic is configured to keep both the first communication channel and the second communication channel at the same time. 12. The device of claim 1 , wherein the enhancement logic is configured to direct the second communication channel to a human agent, the human agent being in communication with the remote client via the first communication channel. 13. The device of claim 1 , wherein the enhancement logic is configured to download the application logic to the remote client. 14. The device of claim 1 , wherein the enhancement logic is configured to execute the application logic on the remote client using an SMS or MMS message.
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