Patent ID: 8737599

Claim:
Apparatus for management of online customer/agent interaction across multiple channels, comprising: a processor implemented interaction engine that is configured for accessibility by at least one customer and at least one agent for interaction during a session between said at least one customer said at least one agent via any of chat, voice, and a combination of chat and voice as the mode of interaction; said interaction engine configured to send a link to said customer at said agent's request to allow said customer to access an application at a processor implemented application server on which said application is resident and to which said link is resolved for customer access to, and launching of, said application; and said interaction engine configured to allow said agent to proactively monitor progress of the customer while the customer is using said application; said interaction engine comprising: a database comprising any of: data related to sessions, said sessions comprising any of chat, voice, and a combination of text and voice; data comprising scores that are assigned to each agent and their respective type of interaction; data comprising previous history of a session between a customer and an agent; and data comprising commonly used chat text snippets and their respective shortcut keys; an alerting module configured for monitoring a journey of the customer through an application and raising alerts to the agent based on triggering points/events; a routing module configured to perform smart routing of incoming sessions to an identified agent based on one or more factors; a monitoring module configured to enable a supervisor to monitor sessions, receive alerts based on the sessions, and intervene in the sessions, if required in real time; wherein the supervisor is enabled to monitor multiple sessions and send suggested responses to the agent, who is enabled to send said suggested responses to the customer; a command module configured for any of: enabling the agent to execute commands from within an interaction window; enabling the agent to pass parameters while executing a command; accessing pre-defined response templates, integrated forms, features within the application, and external applications based on said commands and parameters; and accepting commands from the agent; a response module configured for any of: enabling the agent to send stored chat text to the customer; enabling the agent to send chat text or a speech dialog using any of a single click button and shortcut keys; suggesting responses based on any of current progress of an interaction and the subject matter of the interaction; tracking any of stored responses and responses typed by the agent which get good feedback and storing said response in the database for future use; and an automation module configured for leveraging predictive technologies to pre-populate any of an interaction summary and disposition form.