ClairVista Receives Second U.S. Patent for Its Live Expert® System
Chicago, IL – ClairVista announced today that it received its second U.S. Patent (no. 7899774 B2) for systems and methods that are the foundation for its Live Expert® system. ClairVista’s customers use Live Expert to provide video conference-assisted customer service at physical locations as well as on websites. Remote agents are available on demand to any location, and Live Expert routes each customer to the best matched agent available. Live Expert also provides a complete CRM application suite and information sharing tools for highly visual, interactive services.
This patent is for interactive expert systems, including systems incorporating videoconferencing, that use each customer’s physical or logical location to select the agent best suited to help that customer and establish an interactive session between the customer and the selected agent. The agent uses the Expert Studio, which provides information about products and services relevant to the customer’s location. Examples of physical locations are a store location, a department within a store, or Global Positioning System (GPS) coordinates. Example of logical locations is a particular web page or types of web pages viewed with an internet browser. Examples of attributes for selecting an agent for a particular customer are knowledge about certain products or services, language ability, demographic profile, or prior interaction history with that customer.
“Our mission is to enable our clients to efficiently provide their customers with live, human interaction and ensure that each customer’s need is addressed by personnel best able to assist that customer – the kind of service that customers want but businesses can rarely provide. This patent, along with the adoption of Live Expert by industry leaders, helps us secure our leadership position in videoconference-assisted customer service systems,” said Chris Sang, ClairVista’s CEO.
About Live Expert
Live Expert is the most widely deployed videoconference-assisted customer service system in the market today, enabling over 10,000 customer service sessions per month. Live Expert includes a complete suite of applications to operate such services out-of-the-box without requiring expensive proprietary hardware or a large IT project. Industry leaders in retail, consumer services, healthcare and education are deploying Live Expert as a strategic tool for increasing revenues and profits.
ClairVista develops transformational technology solutions for consumer businesses.In addition to Live Expert, ClairVista helped McDonalds develop the Redbox DVD rental business (since acquired by Coinstar), which has grown to over 30,000 DVD rental machines and $1.2 billion in annual revenue in just six years.