公开(公告)号：US10902481B1

公开(公告)日：2021-01-26

申请号：US15602866

申请日：2017-05-23

Applicant: WALGREEN CO.

Inventor： Lindsey Kanefsky ,  Kartik Subramanian ,  Garima Pokharel

IPC: H04M3/00 ,  H04M5/00 ,  G06Q30/02 ,  H04M3/493 ,  G10L15/22 ,  H04M3/51 ,  G06Q50/22 ,  G10L15/26 ,  H04M3/42 ,  H04L12/66 ,  G10L21/00 ,  G10L25/00

Abstract: The method and system may provide a seamless handoff of user information from a drugstore to a call agent. When a customer communicates with a drugstore device regarding a drugstore-related inquiry, the drugstore device attempts to identify an answer to the drugstore-related inquiry. When the drugstore device does not identify an answer to the drugstore-related inquiry, the drugstore device initiates communication between the customer and a contact center. A transcribed version of the communication may be stored in a database accessible by the contact center along with additional user information for the customer related to the customer's experiences with the drugstore. The user information may be provided to a call agent's contact center device for display and in this manner, the call agent may be made aware of the communication to avoid asking repeat questions and to quickly and efficiently answer the customer's drugstore-related inquiry.

公开(公告)号：US11538074B1

公开(公告)日：2022-12-27

申请号：US17141644

申请日：2021-01-05

Applicant: WALGREEN CO.

Inventor： Lindsey Kanefsky ,  Kartik Subramanian ,  Garima Pokharel

IPC: H04M3/00 ,  H04M5/00 ,  H04L12/66 ,  G06Q30/02 ,  H04M3/42 ,  G06Q50/22 ,  G10L15/22 ,  H04M3/493 ,  G10L15/26 ,  H04M3/51 ,  G10L21/00 ,  G10L25/00

Abstract: The method and system may provide a seamless handoff of user information from a drugstore to a call agent. When a customer communicates with a drugstore device regarding a drugstore-related inquiry, the drugstore device attempts to identify an answer to the drugstore-related inquiry. When the drugstore device does not identify an answer to the drugstore-related inquiry, the drugstore device initiates communication between the customer and a contact center. A transcribed version of the communication may be stored in a database accessible by the contact center along with additional user information for the customer related to the customer's experiences with the drugstore. The user information may be provided to a call agent's contact center device for display and in this manner, the call agent may be made aware of the communication to avoid asking repeat questions and to quickly and efficiently answer the customer's drugstore-related inquiry.