Method and apparatus for notifying customers of agent's availability
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United States of America Patent
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Dec 13, 2022
Grant Date -
Sep 27, 2018
app pub date -
Mar 22, 2018
filing date -
Mar 24, 2017
priority date (Note) -
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Abstract
A computer-implemented method and an apparatus for notifying customers of agent's availability is disclosed. An input indicative of a customer seeking an interaction with an agent of an enterprise is received on a first interaction channel. Subsequent to receiving the input, it is determined whether at least one agent is available for interacting with the customer. If no agent is available for interacting with the customer, a status message including an estimate of a waiting time for the interaction with the agent is provided to the customer. Subsequent to detecting the availability of the agent, a notification is provided to the customer for informing the customer of the availability of the agent. An interaction is facilitated between the customer and the agent subsequent to providing the notification to the customer. The interaction is facilitated on the first interaction channel or a second interaction channel different than the first interaction channel.
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