公开(公告)号：US20240040042A1

公开(公告)日：2024-02-01

申请号：US17876753

申请日：2022-07-29

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： ARCHANA SEKAR ,  VINOD NATAKALA MADHAVAN

IPC: H04M3/523 ,  G06Q30/00

CPC classification number: H04M3/5232 ,  G06Q30/016

Abstract: A method for facilitating an interaction with a contact center for a customer relating to a problem with a target object. The method includes receiving images of the target object from the customer and processing the images by: identifying a base object corresponding to the target object; retrieving a base object model, product identification information, and customer service information associated with the base object; analyzing the images by comparing the images of the target object to the base object model to detect changes; based on the detected changes, determining a problem statement related to the interaction; and based on the customer service information and the problem statement, selecting an applicable contact center as the contact center for the interaction. The method includes transmitting a communication that include the problem statement to the contact center to initiate the interaction.