Method and apparatus for reserving zero-wait time agent interactions
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United States of America
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Apr 27, 2021
Grant Date -
Apr 13, 2017
app pub date -
Oct 10, 2016
filing date -
Oct 10, 2016
priority date (Note) -
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Abstract
A computer-implemented method and an apparatus reserve agents for enabling zero-waiting time agent interactions for customers requiring agent assistance. The method includes determining if a customer requires agent assistance. If it is determined that the customer requires agent assistance, then it is determined whether an agent associated with relevant skill is capable of being reserved for providing assistance to the customer. The determination of reservation of the agent is performed, at least in part, by generating a data structure representation. The agent is reserved for assisting the customer if it is determined that the agent is capable of being reserved for providing assistance to the customer. An offer for assistance is provisioned to the customer on at least one enterprise related interaction channel subsequent to the reservation of the agent. The reservation of the agent provides wait-less customer interaction with the agent upon customer acceptance of the offer.
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