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Follow UsNEW DELHI: Aspect Software Inc. announced that the United States Patent and Trademark Office have awarded the company a new patent for a dynamic help option for Internet customers.
This technology, developed by the Aspect Software research and development (R&D) team, enables an organization to determine when an Internet browsing customer should be provided live agent assistance and can evaluate if an agent is available.
The technology can make the determination based on how much time a customer spends on a particular web page, errors in forms submitted by the customer, web pages repeatedly viewed by a customer or at areas where customers may be more likely to abandon the transaction.
When the technology determines that a customer should be given automatic assistance, it reviews the probability of agent availability. If an agent is available, the customer is presented with a “help” option on the screen. If the customer does not respond to the “help” option within a certain amount of time, the option is removed. By dynamically determining the appropriate time to provide “help” option and only providing the “help” option when an agent is available, the invention proactively provides meaningful service at the critical time.
Current web-based help technology does not always immediately link the consumer to an agent, so companies run the risk of an abandoned transaction and lost sales depending on the customers’ degree of dissatisfaction.
Gary Barnett, chief technology officer and executive vice president of Aspect Technical Services and R&D, Aspect Software, said, “Aspect Software is focused on leading the contact center industry with a broad portfolio of product offerings whose functionality and capabilities offer companies the most flexibility when interacting with their customers.”
”With more than 540 global patents in our portfolio and another 300 plus in process, our approach is always to assess customer and market needs, then determine how and when new development fits into the overall product roadmap,” he added.
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