Jacada, a global provider of customer service technology designed to simplify the interaction between businesses and their customers, has been awarded an additional patent for its Visual IVR technology. In addition to the recent announcement of its patented Visual IVR technology, Jacada now announces the issuance by the U.S. Patent and Trade Office (USPTO.), which grants Jacada exclusive rights as the inventor of Visual IVR technology that includes a system and method for self service, call routing, and intelligent transition from self-service to agent-assisted service.
The invention pertains to the field of self-service processes, systems, and applications. More particularly, this additional patent covers the concept of assisting a user in a decision tree based self-service flow where at some point the system decides that the user needs assisted service and passes the self-service session (and associated data such as GPS) to the assisting agent. The unique value in this intellectual property is the ability to provide continuity in the transition of information to the customer service agent, allowing them o continue providing assistance in context. This lowers the cost to serve and creates an easier process for the customer.
"Having multiple patents granted for our Visual IVR product proves Jacada's unique intellectual property that supports contextual and continuous customer service across all customer communication channels," says Guy Yair, co-CEO, Jacada, in a statement. "As a part of our omnichannel solution suite, this technology is already in use by Fortune 100 ranking companies and is a testament to Jacada's technology innovation in customer service."
Jacada introduced its Visual IVR product to the market to solve customer service frustrations experienced when traditional computer-based customer support systems, such as automated attendants or interactive voice response (IVR), fail to allow the customer to resolve an issue resulting in the need to still speak with a human customer service agent to resolve the issue. Jacada's patented Visual IVR technology works by determining that an agent-assisted service session should be initiated between a user and a human agent at some point after the user has initiated a user session. Thereafter, the user session produces user session data; generating one or more temporary agent access numbers through which a communication channel may be established between the user and the human agent for the agent-initiated session.