Aspect Software Awarded Patent for Web-based Customer Service Technology

WESTFORD, Mass. — Aspect Software, Inc. was awarded a new patent for a help option for Internet customers by the United States Patent and Trademark Office. 

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 makes 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.