Patent ID: 9008288
Filing Date: 2015-04-14
Classification: H04M

Abstract:
1. A method of supporting an interaction of a user with a self service application, the method comprising: (1) presenting to the user, via a display device of a self service access terminal, a user interface for the self service application; (2) receiving, via the user interface, a user-supplied input; (3) based at least in part on the user-supplied input, navigating a decision tree associated with the self service application to reach a next node of the decision tree, and presenting to the user a user interface screen which is associated with the next node; (4) repeating steps (2) and (3) until it is determined, without the user requesting an agent-assisted service session, that the agent-assisted service session should be initiated between the user and a human agent; and (5) when it is determined that the agent-assisted service session should be initiated between the user and a human agent, communicating data associated with the interaction with the self service application to an agent computer which displays information to the human agent.