MULTI-MODAL CUSTOMER CARE SYSTEM

摘要

PROBLEM TO BE SOLVED: To provide a method for providing an interface which recommends a channel on the basis of discrimination of a customer service need of a customer when communicating with a customer care provider having multiple communication channels.SOLUTION: The method comprises the steps of: providing an interface to a customer 175, the interface integrating a plurality of communication channels 145a to 145b which use corresponding media from a customer 175 to a customer care provider 135; determining a customer service need of the customer 175 on the basis of a state of the interface; and recommending communication channels 145a to 145b to the customer 175 to communicate with the customer care provider 135 on the basis of the customer service need of the customer 175.