Patent ID: 9313331
Filing Date: 2016-04-12
CPC Classification: H04M

Claim Text:
1. A method for improving a contact between an agent and a customer in a contact handling system by introducing a slower expected minimum communication rate to the contact, the method comprising: during the contact between the agent and the customer, communicating with the customer via on or more contact handling system devices via a first media; during the contact between the agent and the customer, receiving a request from the customer to transition to a second media having a slower expected communication rate relative to the first media; during the contact between the agent and the customer, displaying to the agent a portion of an identifier associated with the second media such that the agent is not provided the entire identifier; during the contact between the agent and the customer, requesting and receiving confirmation from the customer that the portion of the identifier is associated with the second media; during the contact between the agent and the customer, transitioning the contact between the agent and the customer to the second media having a text-based media type, including ceasing speech-based communications with the customer via the first media and beginning a text-based communication between the agent and the customer with substantially no delay intervening between ceasing the speech-based communications with the customer via the first media and beginning the text-based communication; and during the contact between the agent and the customer, communicating with the customer via the one or more contact handling system devices, including sending the text-based communication from the agent to the customer via the second media.