Entries |
Document | Title | Date |
20100100490 | METHOD OF PROVIDING CUSTOMER SERVICES - Customer services are provided by storing predetermined trigger information in association with predetermined content. A real-time text chat established over a network between at least one agent device and at least one customer device is monitoring for the predetermined trigger information using a monitoring computer. The predetermined content is automatically forwarded to the at least one customer device when the predetermined trigger information is detected in the monitoring. | 04-22-2010 |
20100191658 | Predictive Engine for Interactive Voice Response System - A customer service issue prediction engine uses one or more models of issue probability. A method of multi-phase customer issue prediction includes a modeling phase, an application phase, and a learning phase. A telephonic interactive voice response (IVR) system predicts customer issues. | 07-29-2010 |
20100205103 | REAL-TIME CUSTOMER SERVICE ASSISTANCE USING COLLECTED CUSTOMER LIFE CYCLE DATA - A computer-implemented method is performed during an online chat session between a customer service representative (CSR) of a merchant, and the merchant's customer. Conversational text of the session is analyzed to determine a mood of the customer. Previously collected information about the customer is accessed, from a database that stores information about customers of the merchant. A tip is determined and sent to be displayed to the CSR. The tip is determined based on the mood and the accessed previously collected information. Other embodiments are also described and claimed. | 08-12-2010 |
20100235289 | METHODS AND DEVICES FOR AUTOMATED DOWNLOADING OF SOFTWARE, IN AN APPARATUS SUCH AS AN AIRCRAFT, INCLUDING THE UPDATING OF THE ASSOCIATED DOCUMENTATION - The invention in particular has as an object methods and devices for automated uploading of software, in a piece of equipment such as an aircraft, comprising the updating of the associated documentation. After having received ( | 09-16-2010 |
20100235290 | Method and apparatus for enabling purchasers of products to obtain return information and to initiate product returns via an on-line network connection - An electronic registration system facilitates authorized product returns and reduces the incidence of improper returns. A retailer sales associate is prompted to enter individual product identification information such as an individual serial number. This individual product identification information is then stored in a data base along with the date on which the product was sold and an appropriate UPC code, SKU number or manufacturer code. A check digit algorithm may be used to verify the serial number prior to storage. A sales receipt may be imprinted with at least the date of the transaction and the serial number. When a product is returned, the retailer may cross-reference the serial number on the product with that on the receipt to verify the sales receipt. Otherwise, the database may be searched for pertinent sales information. A customer may also access a return authorization engine via the Internet to obtain return approval, an authorization number, return instructions, etc. to reduce retailer hassle. | 09-16-2010 |
20100241577 | Method for Routing Users to Contact Center Agents - A method is provided in which a user selects the characteristics of an agent with which the user wants to talk. The user is allowed to add a selection of agent characteristics to an online “shopping cart” and transmit the content of the shopping cart to the contact center. The contact center uses the transmitted information to find an appropriate agent for the user. The method can be provided as part of a preferential treatment of users. In accordance with some embodiments of the present invention, preferential treatment is provided on the basis of one of: (1) a characteristic of a user, (2) a characteristic of a transaction in which the user participated, (3) the availability of a selection of agent characteristics which was made by the user in a prior session with the contact center. | 09-23-2010 |
20100241578 | Notification Management - In one embodiment, a system of notification management having a notification manager may comprise a memory configured to store instructions and to store information concerning a plurality of service providers and a processor configured to execute the instructions stored in the memory, wherein execution of the instructions generates a notification based on status information provided by a service provider. The processor may also be configured to: (i) receive contact information and a designation concerning a service provider from a customer, the designated service provider being selected from the plurality of service providers stored in memory; (ii) send an alert to the designated service provider, the alert concerning the customer associated with the received contact information; (iii) receive status information from the service provider in response to the alert; and (iv) send the generated notification to the customer using the received contact information. | 09-23-2010 |
20100250451 | Customer Information System - A system is provided for managing incoming communications placed in response to advertising, online content, and/or special service numbers. Information extracted from incoming communications can be received by a system server and cross-referenced with a database to obtain cross-referenced customer information pertaining to previous customer communications in the form of online communications, telephone calls, and/or in person customer meetings. The cross-referenced customer information can be passed to a client workstation and displayed to the user in the form of an industry-specific template formatted in accordance with the business needs of the user. The template can be automatically populated with the cross-referenced customer information. The user can view and update the customer information, thereby maintaining a retrievable record of the communication. With regard to the multi-housing industry in particular, customer information can be displayed in the form of a guest card template and/or a service card template. | 09-30-2010 |
20100250452 | HELP CENTER AND PRINT CENTER APPLICATIONS - Various disclosed help center features provide help to a user without a staffed help center, provide help to a user before the user recognizes the need, or create targeted commerce opportunities for a provider of goods or services. One help center feature provides a user with help that is specifically related to a component in the user's computer system and that is supplied to the help center feature by the component manufacturer. Another help center feature detects a condition that degrades performance, and hence user satisfaction, and alerts the user. Another help center feature detects an attempt by a computer system to inform the user of degraded performance and offers the user a solution. Another help center feature provides a user with a commerce opportunity specifically related to a component in the user's computer system and/or to the user's geographic location. | 09-30-2010 |
20100262549 | SYSTEM AND METHOD FOR CUSTOMER REQUESTS AND CONTACT MANAGEMENT - A method and a web-based system is provided that enables a customer service center of a company to provide its customers with a choice of different modes for establishing contact with customer service representatives. The different modes of contact are displayed on a single web page. The modes of contact include, but are not limited to call, chat, e-mail and Internet talk. Further, the system provides information regarding the estimated wait time and the less busy time for the modes of contact. In addition, the system and method provide means for conducting a search in a knowledge database for automated responses to queries from customers. The system and method enables the customer to provide feedback for each interaction with the customer service center through the web page. Further, the system and method enable the storage of all interaction between each customer and the customer service center. | 10-14-2010 |
20100332402 | TECHNIQUES FOR PROCESSING CUSTOMER SERVICE TRANSACTIONS AT CUSTOMER SITE USING MOBILE COMPUTING DEVICE - Techniques are described for facilitating delivery and adjustments of customer orders at a customer delivery site. A delivery courier is assigned a mobile field computing device for facilitating delivery and order adjustments of customer orders associated with that courier's delivery route. The mobile field computing device includes memory for storing customer order history data and delivery route data downloaded from a server system. The delivery route data stored in the mobile field computing device may be used by the delivery courier to facilitate delivery of the customer orders. Further, the delivery courier may use the mobile field computing device to process a variety of different order adjustment transactions at a customer delivery site. | 12-30-2010 |
20110066559 | METHOD AND SYSTEM FOR PROVIDING AUTOMATED TROUBLE TICKET STATUS NOTIFICATIONS - An approach for automatically generating a status update for events on a trouble ticket is provided. Events on the trouble ticket monitored and a determination is made whether an event triggers a predetermined status update criteria. A status update is generated upon triggering of the predetermined status update criteria. | 03-17-2011 |
20110071950 | CUSTOMER-ORIENTED CUSTOMER RELATIONSHIP MANAGEMENT PROCESS AND SYSTEM - A method and system for customer service and support integrated with social networks includes an Internet available server application where consumers and providers can create their profiles, integrate their profiles with existing social network profiles, and collaborate with each other on resolving consumer issues using a workflow engine supported with a rule engine. Consumers may be organized into consumer groups and into federations of consumer groups. Consumer issues may be voted on thereby raising the significance of an issue and/or building a provider's reputation based in part on resolved issues, issue votes, and by reviews and comments. Consumers manage their profiles. Provider profiles are predominately affected by resolved/unresolved issues or positive/negative reviews. Notifications are handled automatically based on configured workflow and rule engine and utilize internal messaging system, emails, SMS and other available social network services (e.g. Facebook, Twitter, etc.). | 03-24-2011 |
20110087606 | SYSTEMS AND METHODS FOR PROCESSING MERCHANDISE RETURNS - Systems and method for processing merchandise returns are described. In some embodiments, a sales receipt can be received in connection with a requested merchandise return. A receipt identifier can be used to locate sales data associated with the original purchase of the merchandise being returned, and a customer identifier (e.g., a customer loyalty number or a hashed credit card number) can be extracted from the sales data. Customer information, such as prior merchandise return data or prior purchase data, can be retrieved using the extracted customer identifier. The customer information can be used to assess the risk associated with the requested merchandise return for making a determination of whether to accept or deny the return request. Determinations can also be made for whether to provide the customer with a warning or with a coupon in connection with the merchandise return. In some embodiments, multiple customer identifiers can be extracted from a transaction within the sales data and an association can be stored between the multiple extracted customer identifiers. The association can indicate that both customer identifiers relate to a single customer. Then, if a request is later made for customer data associated with a first customer identifier, a response an include customer data for the first customer identifier as well as customer data for other customer identifiers associated with the first customer identifier. | 04-14-2011 |
20110106714 | Method and apparatus for verifying product sale transactions and processing product returns - The present invention relates to a computer-based system that provides a method for real time data storage and retrieval for the purpose of verifying and validating sales transactions and product return/warranty repair eligibility. An electronic product registration system is provided which stores information on purchased products and which enables a retail store or the like to verify compliance with return policies prior to accepting a product for return or replacement, thereby reducing improper or fraudulent product returns under warranty, while also providing related functionality to third parties such as law enforcement agencies and the like. | 05-05-2011 |
20110119196 | CONFEDERATED KNOWLEDGE FOR TWO OR MORE INTERNET-ACCESSIBLE KNOWLEDGE MANAGEMENT SYSTEMS - In an automated method system for coordinating navigations within two or more knowledge bases that would otherwise be functionally independent, context-continuity is maintained when an automated transfer is executed from a first knowledge base to a second knowledge base. The transfer is triggered by detection that the second knowledge base has a greater relevance to the user. As a result of the context-continuity, information acquired prior to the transfer is used to achieve a partial navigation within the second knowledge base. For embodiments involving Virtual Agents, the content-continuity includes simulating a continuation of dialog despite the transfer. | 05-19-2011 |
20110125654 | Technique for Estimation of Confidence Interval for Probability of Defect Rediscovery - A present invention for estimating a confidence interval includes: receiving a dataset comprising information on software product defects found by a first customer and a second customer, the information comprising numbers of cases of software product defects found by the first customer and the second customer; determining a probability for each case of found software product defect using the frequencies and a total number of software product defects found; determining a plurality of bootstrapping draws from the cases of found software product defects in the dataset; determining an array of conditional probabilities that the first customer may find a given software product defect given that the second customer found the given software product defect, using the numbers of the cases and the probabilities corresponding to the cases in each bootstrapping draw; and determining a confidence interval for the determined plurality of arrays of conditional probabilities. | 05-26-2011 |
20110137808 | ANALYZING SURVEY RESULTS - Systems and method for analyzing results of an automated survey are disclosed herein. According to some implementations, a computer implemented method comprises receiving survey result information, where the survey result information includes information extracted from an automated survey offered to a survey recipient. The computer implemented method also comprises performing an analysis of the survey result information and determining if the analysis of the survey result information warrants one or more follow-up actions with a customer. | 06-09-2011 |
20110137809 | ESTABLISHING SECURE TUNNELS FOR CUSTOMER SUPPORT - The present invention is directed to a method and apparatus of establishing a secure tunnel to provide customer support to a customer site. One example method of operating may include transmitting a help request from a customer device to a support server. The method may also include establishing a first portion of the communication tunnel between the customer device and the support server, transmitting credentials to a third party support worker device, and establishing a second portion of the communication tunnel between the third party support worker device and the support server based on the credentials. | 06-09-2011 |
20110145157 | Method And System For Receiving And Providing Access To Information At A Web Site - At a vendor-managed web site, purchasing information is received from a first terminal, including purchasing information that is customized for a customer. The customer includes first and second users having respective first and second levels of authorized access to the purchasing information. The first user is identified by a first identifier, and the second user is identified by a second identifier. To a second terminal, access at the vendor-managed web site is provided to: only a first portion of the purchasing information in response to receiving the first identifier from the second terminal which identifies the first user; and at least a second portion of the purchasing information in response to receiving the second identifier from the second terminal which identifies the second user. The second portion includes at least a part of the first portion and a third portion of the purchasing information. The part of the first portion includes at least a portion of the customized purchasing information. | 06-16-2011 |
20110153507 | SYSTEM, METHOD, AND APPARATUS FOR SERVER-STORAGE-NETWORK OPTIMIZATION FOR APPLICATION SERVICE LEVEL AGREEMENTS - A computer-implemented method for determining, from a system including a plurality of data center resources, at least one configuration of data center resources for an implementation of an application. The method includes receiving application information and receiving information regarding known internal features up the data center resources. The method also includes provisioning the system of data center resources and creating possible configurations of data center resources for implementing application. The method also includes correlating models and data center resources to create an interrelated representation of the models and the data center resources. The models predict a relationship of parameters for the possible configurations. The method also includes creating a multiple dimensional analysis of parameters for the possible configurations of data center resources using the interrelated representation and selecting a configuration of data center resources from the possible configurations using the multiple dimensional analysis of parameters. | 06-23-2011 |
20110167008 | DATABASE LICENSING AND CUSTOMER SERVICE SYSTEM FOR WIRELESS CAMERA FLASH SYSTEMS - A device, system, and method is disclosed. The device may be a photographic asset that may include one or more functional features configured to enable the photographic asset to perform one or more functions. The device may have a memory configured to hold a photographic asset identifier. The device may include a communication mechanism which may be configured to couple with a data handler and to provide the asset identifier to the data handler, and to receive a licensure status from the data handler, the licensure status obtained from a cross referencing of the asset identifier against a license flag in a database. The database may include a copy of the asset identifier and the license flag, the license flag may include the licensure status. The device may also include an enabling or disabling feature to respectively enable, or keep enabled, at least one of the one or more functions when the licensure status indicates that the at least one function is licensed, and to not enable or to disable the at least one function when the licensure status indicates that the at least one function is not licensed. | 07-07-2011 |
20110208660 | METHODS AND SYSTEMS FOR PROVIDING CUSTOMER RELATIONS INFORMATION - Methods and systems for providing information to a mortgage recipient or other customer of a financial institution. A system identifies potential customer inquiries and provides a list of scripts responsive to the potential customer inquiries. If none of the scripts address the customer's inquiry, the customer specifies the inquiry and an additional list of scripts is generated. The scripts include scripted text, account information, and financial transaction information. In one variation, the customer accesses a website maintained by the financial institution and views a script responsive to the inquiry. In another variation, the customer telephones a customer service agent who selects a script responsive to the inquiry, and reads the script to the customer. In yet another variation, the script is provided to the customer via an Interactive Voice Response system. | 08-25-2011 |
20110213716 | Apparatuses, Methods and Systems for a Customer Service Request Evaluator - The APPARATUSES, METHODS AND SYSTEMS FOR AN ONLINE BEHAVIOR MONITOR (“OBM”) transform user social-gaming behavioral pattern data via various OBM components into online social-gaming experience customizations. In one embodiment, upon receiving a customer service request from a user, the OBM may obtain, for processing the customer service request, user social graph data identifying co-users, social networking action identifiers and associated social networking action timestamps; user online gaming action identifiers and associated gaming action timestamps; and customer service request evaluation rules and associated request evaluation score thresholds. The OBM may generate social-gaming activity timelines for the user and the co-users using the gaming action identifiers, social networking action identifiers and timestamps. The OBM may generate a social-gaming activity thread for the user using the social-gaming activity timelines. The OBM may calculate customer service request evaluation rule scores by applying the customer service request evaluation rules to the social-gaming activity thread, and compare each customer service request evaluation rule score to its associated request evaluation score threshold to generate request evaluation flags. The OBM may determine whether to process the customer service request based on whether any request evaluation flags were generated. | 09-01-2011 |
20110213717 | ENHANCED CUSTOMER SERVICE - A user such as a customer or store employee uses a service finding node to generate a request for information related to a desired service. The request is made on an input device such as a touch sensitive panel. The service finding node sends the request to an information source such as a monitor program executing on a store controller. In response, the requested information is transmitted to the service finding node and is presented to the user via an output device such as a display. In one embodiment the presented information is displayed on a map and includes location, distance, and status information as well as directions to one or more customer service nodes providing the desired service. In a second embodiment, the presented information includes directions to an active, operational, and staffed checkout station. | 09-01-2011 |
20110246377 | Conditional Establishment of a Communications Connection with a Mobile Terminal in Response to a Query From the Mobile Terminal - A mobile implementation channel supports the processing of a request for requested information for a customer of a business. The request may be generated through a wireless terminal and include a customer identification of the customer. Profile information about the customer may then be accessed and the user identification mapped to a device type of the customer. When the profile information indicates that the customer should be invited to interact with a representative the business, an invitation message is directed through the corresponding mobile communication channel type to the customer's device of the customer. The invitation message may include contact information and the requested information. The contact information may then be utilized to establish a communications connection between the customer and the representative of the business. Otherwise, only the requested information is directed through the mobile communication channel type to the customer's device. | 10-06-2011 |
20110270770 | CUSTOMER PROBLEM ESCALATION PREDICTOR - The likelihood of a problem report being escalated to a critical status in a customer service environment is predicted by receiving historical Problem Management Records for which associated problems have been resolved and final criticality statuses have been determined, analyzing the historical Problem Management Records using at least one trainable data mining process to produce a prediction output for each historical Problem Management Record, validating the prediction output against the final criticality statuses, training the data mining process according to the validation, and, subsequently, analyzing an unresolved Problem Management Record by the trained analysis module to produce a prediction indicator and a confidence indicator for unresolved Problem Management Record to be re-classified as critical status. The unresolved Problem Management Record is escalated to critical status level responsive to the prediction indicator and the confidence indicator exceeding a predetermined threshold. | 11-03-2011 |
20110270771 | System and method for a flexible management of the escalation of support for devices - A system and method are disclosed for determining when to escalate from one support level to a higher support level in assisting a user resolve a problem with a device. The method includes storing information on past users' interactions with a self help server during prior self help sessions, the self help server providing a first remote support level for troubleshooting a problem with a device. Information is stored on a current user's interactions with the self help server during a current self help session for troubleshooting the current user's problem with a device. A determination of when to provide for escalation to a higher remote support level for troubleshooting the current user's problem with the device is based on the stored information on the past users' interactions and the current user's interactions. | 11-03-2011 |
20110307392 | Concierge Reservation for Services Referral System for Members - Concierges at hotels and other establishments are often asked to assist with various reservations for restaurants, transportation services, golf, and other services. This invention is to connect concierges that sign up as members to this system process with service providers that also sign up as members to provide the services. The connection between these members facilitates faster reservations and better information between the concierges and service providers. The member service providers are able to quickly identify and report concierges that refer customers. The placement of reservations and the confirmation of reservations between members facilitate referral commissions that can be paid between members. Members can review transactions online and work together to provide better service to their guests, while understanding the value of working efficiently together. | 12-15-2011 |
20110307393 | DISTRIBUTED CUSTOMER SUPPORT CREDITS - In a method, system, and computer-readable medium having instructions for providing distributed customer support, a customer care provider for a first business entity receives a request for customer care and the request may be handled by the customer care provider with a remedy, transaction information involving any number of transactions from a repository is accessed using a customer care credential and the repository comprises transaction information for a second business entity, and a limitation on the customer care provider is determined for providing the remedy using the transaction information. | 12-15-2011 |
20120005106 | CUSTOMER CARE BASED ON SOCIAL MEDIA - In one implementation, the information available in social networking services is leveraged by a customer service agent. Recent social media posts by customers may be accessed by a call center server either at the time of a customer service request or ahead of time. If the customer has provided any information in the social media posts related to why the customer is calling in, the customer service agent can save valuable time that is usually spent finding the source of the problem. The call center server includes a communication interface operable to receive a customer service request including a customer identity and a controller configured to query at sources of social media postings based on the customer identity. The call center server may transmit the social media postings to a device for displaying the social media postings to the customer service agent. | 01-05-2012 |
20120030123 | CUSTOMER SERVICE REQUEST EVALUATOR - Apparatuses, methods, and systems for processing a customer support request for a game are provided. One method includes an operation for receiving a customer support request associated with a user. The customer support request is evaluated utilizing one or more service requests rules, where the service requests rules include a social gaming activity of the user and a behavior of the user while playing the game. Additionally, the method includes an operation for processing or denying the customer support request based on the evaluation of the customer support request. | 02-02-2012 |
20120072355 | SYSTEM AND METHOD FOR PROVIDING AND UPDATING SHIPPING INFORMATION - A system and method for providing and updating shipping information with respect to a supply order. A supply order with respect to a shipping package can be placed into a helpdesk unit via a client device. A tracking number with respect to the supply order can be entered into the client device in order to retrieve the current status of the supply order. The helpdesk unit can contact a shipping company via an application programming interface and provide an end customer with latest information regarding the current status of the supply order directly on a client device local user interface. Such information can be updated on a regular basis via an Internet connection back to the shipper's application programming interface. | 03-22-2012 |
20120084217 | SYSTEM AND METHOD FOR RESPONDING TO CHANGING CONDITIONS IN CONTACT CENTERS - Embodiments of the present invention relate to a business continuity system and method where conditional profiles and processes can be set for multiple contact centers with a set of object types while each contact center object is capable of responding uniquely to a changed condition. In accordance with one embodiment, there is provided a contact center management system for managing conditions in a contact center, the system comprising a computer system database for storing conditional profiles, each conditional profile corresponding to a set of varying types of objects associated with a contact center; a condition monitoring unit for receiving condition notifications from the contact center; and a response unit for responding to a received condition notification with a corresponding conditional profile having the set of objects associated with that conditional profile, wherein multiple object types in the set of objects are capable of uniquely responding to the received condition. | 04-05-2012 |
20120089523 | Smartgrid Energy-Usage-Data Storage and Presentation Systems, Devices, Protocol, and Processes Including a Visualization, and Load Fingerprinting Process - This disclosure relates to systems, devices, protocols, and processes for retrieving, accessing, and presenting information of energy usage using a distributed storage process and distributed logical services to provide a user with real-time energy usage information and visualization. | 04-12-2012 |
20120101952 | System and Method for Providing User Notifications - A process includes storing on an end user device (EUD) one or more notification actions corresponding to one or more notification requests, the EUD being associated with a service plan having a network service usage limit; performing a device action that reflects a past or intended use of the one or more network services; receiving by the EUD one of the one or more notification requests from a network element in response to the device action; performing by the EUD one of the one or more notification actions in response to the one of the one or more notification requests, the one of the one or more notification actions causing the EUD to retrieve a notification message portion associated with a status of the use, the portion being separate from the one of the one or more notification requests; and presenting the notification message on an EUD user interface. | 04-26-2012 |
20120116982 | METHOD AND SYSTEM FOR ESCALATING CONTENT OF DISCUSSIONS TO PARTICULAR MEMORY LOCATIONS - In this specification, online communities also referred to as forums, are used as a customer support tool. Users of the forum post questions and replies. In some embodiments users can vote on the replies. The authorized personnel can add an entry in a database based on the forum content. In an embodiment, such an entry could be in customer case management system when a question is not well answered or not answered at all and needs attention of customer support agent. In another embodiment, the entry could be in a knowledge base management system when a question is well answered and is considered to be potentially useful for many forum users. Any of the above embodiments can be used independently or together with any combination of other embodiments. | 05-10-2012 |
20120123950 | SYSTEM AND METHOD FOR OPERATING A PRODUCT RETURN SYSTEM - A system and method for operating a product return system. One or more electronic devices are received from a carrier at a return provider. A determination is made whether the one or more electronic devices include customer personal information. The one or more electronic devices are quarantined in response to determining the one or more electronic devices include CPI. The one or more electronic devices are processed in response to determining the CPI has been removed. | 05-17-2012 |
20120130910 | CUSTOMER SUPPORT FLOW - A customer support flow system and method is described. In one example, a method includes, receiving an inquiry from a user, forwarding the inquiry to a public user group. Forwarding the inquiry to a customer support agent, applying the inquiry to previously received comments, receiving a comment to the inquiry from at least one of the public user group, the customer support agent, and the applying of the inquiry, and displaying the received comments to the user on a single display. | 05-24-2012 |
20120143774 | Techniques for Creating Service Status Abstraction Layers Based on Client Roles in a Business Process Management Scenario - Techniques for role-based service operation status reporting to clients are provided. In one aspect, a method for reporting a status of a service operation to a client is provided. The method includes the following steps. A sequence of business process steps involved in performing the service operation is identified. One or more abstractions of the business process steps are made, each abstraction containing a sequence of a fewer number of steps than the business process, wherein the number of steps in each of the abstractions correlates with a level of detail about the service operation. The status of the service operation is reported to the client based on a given one of the abstractions having the level of detail best suited to a role of the client. | 06-07-2012 |
20120158597 | Methods, Devices, and Computer Program Products for Providing Enhanced Customer Service - Enhanced customer services is provided. Customer information regarding a product or service is received from a communication device. The received information is associated with a particular customer. Entry information indicating entry of the particular customer within an area associated with a retail premises is received, and a customer profile associated with the particular customer is retrieved. A customer service agent is selected for providing service to the particular customer based on the received customer information regarding the product or service and the retrieved customer profile. The customer information regarding the product or service and the retrieved customer profile are provided to a customer service agent terminal associated with the selected customer service agent for providing service to the particular customer. | 06-21-2012 |
20120166345 | SYSTEM AND METHOD FOR PERSONALIZED CUSTOMER SERVICE OBJECTS IN CONTACT CENTERS - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for providing customized customer service interactions between users and an enterprise. A method includes the steps of receiving a customer service request from a user terminal and generating a customer intimacy profile for the user associated with the user terminal based at least on user data associated with the user and available from at least one social media channel. The method also includes assembling customer service object for the user terminal based at least on the customer intimacy profile, where the customer service object identifying at least one customer service channel available for the user. The method further includes delivering a user interface to the user terminal, where a content of the user interface is based on the customer service object. | 06-28-2012 |
20120185400 | PROCESSING REFUND REQUESTS - Methods, computer readable media, and apparatuses for processing refund requests are presented. According to one or more aspects, a first user interface may be displayed via which a user may select a fee category and a date range corresponding to a customer request for a fee refund. In response to receiving first user input, a second user interface may be displayed via which one or more fees may be selected for refunding to the customer and via which one or more reasons for the refund may be specified. In response to receiving second user input, a refund decision specifying whether the selected fees are to be refunded to the customer may be displayed. | 07-19-2012 |
20120191616 | SYSTEM AND METHOD FOR VEHICLE TRACKING - A system and method for tracking a vehicle includes a mobile tracking device that receives GPS data. The mobile tracking device transmits the location data to a tracking system whenever it detects certain events based on the data, such as the vehicle making a stop, resuming motion, changing direction, or exceeding a speed limit. The tracking system can associate received data on vehicle location with service calls and automatically generate an accurate bill reflecting the distance traveled to the service call and the duration of the stop. | 07-26-2012 |
20120197811 | MECHANISM TO ALLOW CUSTOM IMPLEMENTATIONS TO MANAGE PRODUCT ASSETS AS SPECIFIED BY A THIRD PARTY - A server detects a product asset management request relating to custom product business model data of a third party during execution of a product asset management engine, wherein the request is associated with at least one extension point. The third party is a third party to a developer of the product asset management engine. The server obtains the custom product business model data by executing a call for an extension relating to the at least one extension point and provides the custom product business model data to a client to service the product asset management request to allow the third party to manage product assets as specified by the third party. | 08-02-2012 |
20120209781 | Customer Loyalty, Product Demonstration, and Store/Contact Center/Internet Coupling System and Method - A system for storing information about searches and inquiries by a customer is provided. The system includes a customer service server that receives information from two or more sources, such as from a retail location sales agent, a website, a call center agent, etc. The information is associated and correlated to interrelate inquiries from the different sources. Further, when the user enters a retail location, a node or server at the retail location can push test application to a user's mobile device based on the past inquiries. These test applications are provided only when the customer is present in the retail location. As such, hacking the application is prevented. Further, with the customer using the application in the retail location, a sales agent is present to assist the customer. | 08-16-2012 |
20120226619 | SYSTEM AND METHOD FOR PROVIDING AFTER-SALES SERVICE TO ELECTRONIC DEVICES VIA A MOBILE DEVICE - A system and method for providing an After-Sale service (AS) to an electronic device via a mobile device are provided. The method includes receiving, by a mobile device, state information from the electronic device, transmitting, by the mobile device, the state information regarding the electronic device to a cloud server, determining, by the cloud server, whether the electronic device is experiencing a fault, via the received state information, determining, by the cloud server, whether the cloud server has fault fixing firmware for fixing the fault, transmitting, when the cloud server has the fault fixing firmware, the fault fixing firmware to the mobile device, transmitting, by the mobile device, the fault fixing firmware to the electronic device, and installing the fault fixing firmware in the electronic device. | 09-06-2012 |
20120226620 | METHOD AND APPARATUS FOR ENABLING PURCHASERS OF PRODUCTS TO OBTAIN RETURN INFORMATION AND TO INITIATE PRODUCT RETURNS VIA AN ON-LINE NETWORK CONNECTION - An electronic registration system facilitates authorized product returns. A retailer sales associate is prompted to enter individual product identification information such as an individual serial number. This individual product identification information is stored in a database, along with the date on which the product was sold and an appropriate UPC code, SKU number, or manufacturer code. A check digit algorithm may be used to verify the serial number prior to storage. A sales receipt may be imprinted with at least the date of the transaction and the serial number. When a product is returned, the retailer may cross-reference the serial number on the product with that on the receipt to verify the sales receipt. Otherwise, the database may be searched for sales information. A customer may also access a return authorization engine via the Internet to obtain return approval, an authorization number, return instructions, etc. | 09-06-2012 |
20120246081 | Systems and Methods for Automated Itinerary Modification - Systems and methods are disclosed which allow for changes to be made to an existing order using an automated system. A user may interact with an automated agent using any communication modality that generally emulates an interaction with a human customer service representative. Should the interaction exceed a predefined level of complexity, or meet other criteria, the user may be routed to a human customer service representative. | 09-27-2012 |
20120259785 | AUTOMATED CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM AND METHOD - The present invention generally relates to online social networking. Specifically, this invention relates to a system and method for providing a content evaluation and social networking platform that allows users to interact through the use of various roles, develop reputations through a personal and peer based rating system and exchange goods and services through use of an online currency that may be traded and exchanged in various real world currencies. | 10-11-2012 |
20120265694 | ONE-TOUCH PLATFORM FOR PRODUCT REGISTRATION AND SUPPORT - According to one embodiment, a request is received at a support center a request from a user for registering a product, where the request includes a machine-readable code that uniquely represents the product. In response to the request, the product is identified and product information is compiled based on the machine-readable code without requiring the user to specifically provide the product information. The product information of the identified product is stored in a user asset store associated with the user, where the product information stored in the user asset store is utilized subsequently for supporting identified product. | 10-18-2012 |
20120265695 | ONE-TOUCH SUPPORT SERVICES APPLICATION PROGRAMMING INTERFACES - According to one aspect, a request is received at a support services application programming interface (API) of a support center that provides support services to a plurality of products of a plurality of vendors, where the request is received from a user for support services of a product. In response to the request, a case identifier (ID) is instantly generated that uniquely identifies a current instant support services session associated with the user for supporting the product. A touch plan is dynamically created representing an instance of the support services session, where the touch plan is identified and tracked by the case ID. A communication session is established between an agent and the user to allow the agent to provide support services to the user based on the touch plan. | 10-18-2012 |
20120265696 | METHODS FOR PROVIDING DYNAMIC AND PROACTIVE SUPPORT SERVICES - According to one aspect of the invention, it is determined, at a support center, a relationship between a first product provided by a first vendor and a second product provided by a second vendor. The first and second products have been purchased by a user via a purchasing facility associated with a client of the support center. In response to a first event received from the client or the first vendor indicating a change of the first product, a first message is transmitted to the user on behalf of the client notifying the user the change of the first product. A second message is automatically transmitted to the user offering a support service of a possible change of the second product in view of the relationship between the first and second products, without requiring the user to initiate a request for the support service. | 10-18-2012 |
20120265697 | METHODS FOR PROVIDING SUPPORT SERVICES VIA AN AVAILABLE COMMUNICATION CHANNEL BASED ON USER PREFERENCE AND CLIENT PREFERENCE - According to one aspect, a request is received at a services application programming interface (API) of a support center from a user for support services of a product. A first list of one or more communication channels that are available for the user to contact an agent of the support center is generated based on a second list of one or more communication channels preferred by the user and a third list of one or more communication channels preferred by a vendor associated with the product. The first list of one or more communication channels is transmitted via the service API to the user. In response to a selection of a communication channel from the first list, a communication session is established between the user and the agent via the selected communication channel for providing support services of the product on behalf of the vendor. | 10-18-2012 |
20120278242 | SYSTEM AND METHOD FOR PROVIDING PRODUCT DATA COLLECTION, MONITORING, AND TRACKING - A system for providing product data collection, monitoring, and tracking contains a memory and a processor configured by the memory to perform the steps of: receiving product information and a scannable code; creating and assigning a unique product identifier to the received product information and associated scannable code; receiving customer registration information; creating and assigning a unique customer identifier to the received customer information; associating the unique product identifier with the unique customer identifier; and after receiving the scannable code from a remote device, providing the remote device with access to the received product information. | 11-01-2012 |
20120310842 | TECHNICAL SUPPORT AGENT AND TECHNICAL SUPPORT SERVICE DELIVERY PLATFORM - An embodiment of a method for providing technical support service includes generating a plurality of problem resolutions that are determined to resolve an identified technical problem; attributing weights to each of said plurality of problem resolutions according to frequency of use; and in response to a request to resolve said identified problem, selecting a problem resolution from among said plurality of problem resolutions based at least in part on said attributed weights. | 12-06-2012 |
20120317038 | SYSTEM AND METHODS FOR OPTIMIZING CUSTOMER COMMUNICATIONS - A customer communication system having a scripting system coupled to a customer interface and at least one business system. The scripting system has at least one processor and at least one memory. The processor is configured to communicate with the customer interface and communicate with the at least one business system in real-time using a data format containing a unique identifier and a token value associated with a data value. The processor is also configured to provide a scripted conversation that is delivered to a customer, where the scripted conversation is predetermined based on one of information contained in a customer account, information provided by the customer and analytics and changes in real-time based on psychological factors of the customer that are detected during the customer communication. | 12-13-2012 |
20130006874 | SYSTEM AND METHOD FOR PRESERVING CONTEXT ACROSS MULTIPLE CUSTOMER SERVICE VENUES - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for preserving context across multiple customer service venues. A system configured to practice the method identifies a user profile of a user requesting customer service, generates a context based on the user profile, the request, and other relevant data. The system communicates with the user at a first customer service venue based on the context, and receives an indication of movement of the user from the first customer service venue to a second customer service venue. The system transfers the context to the second customer service venue, and communicates with the user at the second customer service venue based on the context. A customer service venue can be a knowledge base, a troubleshooting guide, a social network, an online virtual world, a text-based chat, a voice conversation, a video chat, a spoken dialog system, and an onsite visit. | 01-03-2013 |
20130006875 | SYSTEM AND METHOD FOR PROVIDING INCENTIVES TO CONSUMERS TO SHARE INFORMATION - A system and method for providing incentives to consumers to share their consumer information with third parties is provided. According to one aspect of the present invention, a method is provided which includes the steps of: accepting consumer information; storing the consumer information; requesting permission from the consumer to share their consumer information with a third party; and offering the consumer a selected incentive in exchange for their permission to share their consumer information. | 01-03-2013 |
20130018803 | SYSTEM AND METHOD FOR PROVIDING TECHNICAL SUPPORT THROUGH A REMOTE SESSIONAANM Challu; UdhayanAACI GurgaonAACO INAAGP Challu; Udhayan Gurgaon IN - A system and computer implemented method for providing technical support through a remote session. The method begins by receiving, at a customer support servicer, a customer support request. Next, a customer support server routes the customer support request to an available analyst based on one or more conditions. The method proceeds to commence a remote session between a user's computing device and the available analyst's computing device. The issue/query is identified next, followed by generation of an action plan to solve the issue. Following this, the analyst transfers the remote session and the action plan to a technician. Finally, the technician implements the action plan on the remote session to solve the user query. | 01-17-2013 |
20130024385 | CUSTOMER SERVICE SYSTEM OF HOME APPLIANCES USING SMART GRID - A home appliance includes a main body including a driving unit that receives power for operation and a control unit to control the driving unit, a memory to store operational information of the home appliance during operation of the home appliance, and a service button, which when activated, causes the control unit to send a request for customer service to a customer service center, where the request includes the operational information of the home appliance. | 01-24-2013 |
20130031010 | METHOD & APPARATUS FOR CONFIGURING A REMOTE PRODUCT MANAGEMENT SERVICE - A product source site, a VAR site and a customer site are connected to a communications network. A mobile communications device is sold by a VAR to the customer, and the VAR notifies the customer of a product origination code (POC) that is unique to the product source and to each VAR that sells products to the customer. The customer uses the POC to activate a software client that can be used to both control a product unit and to register the product unit with the remote product monitoring and management service. The remote product monitoring and management service can be configured to create a data base record that corresponds to the POC that can be used to store product operational information that is gather from the customers product by the remote product monitoring and management service. | 01-31-2013 |
20130036062 | SYSTEM AND METHOD FOR IMPROVING CUSTOMER SERVICE EFFICIENCY - The disclosed embodiments relate to a method for improving customer service efficiency. The method preferably comprises receiving information from a customer, identifying an issue based on the information received from the customer, and determining, by a computing device, whether a solution resolving the identified issue exists in a knowledge database that associates customer issues with known solutions, wherein the knowledge database includes information based on historical data, expert knowledge, one or more diagnostic techniques, and one or more language models. The disclosed embodiment also relates to a system and computer-readable code that can be used to implement the exemplary methods. | 02-07-2013 |
20130073470 | METHOD AND SYSTEM FOR PROVIDING ONLINE TROUBLE TICKET SERVICING - An approach is provided for online trouble ticket servicing. Communication is initiated with a user for creation of a trouble ticket by an online trouble ticket service. A determination is made whether the user is associated with an online account of the trouble ticket service. Based on the determination, a graphical user interface is presented and includes a feedback area to specify information indicating a reason for non-usage of the online account for the trouble ticket service. | 03-21-2013 |
20130073471 | HELP CENTER AND PRINT CENTER APPLICATIONS - Various disclosed help center features provide help to a user without a staffed help center, provide help to a user before the user recognizes the need, or create targeted commerce opportunities for a provider of goods or services. One help center feature provides a user with help that is specifically related to a component in the user's computer system and that is supplied to the help center feature by the component manufacturer. Another help center feature detects a condition that degrades performance, and hence user satisfaction, and alerts the user. Another help center feature detects an attempt by a computer system to inform the user of degraded performance and offers the user a solution. Another help center feature provides a user with a commerce opportunity specifically related to a component in the user's computer system and/or to the user's geographic location. | 03-21-2013 |
20130073472 | HELP CENTER AND PRINT CENTER APPLICATIONS - Various disclosed help center features provide help to a user without a staffed help center, provide help to a user before the user recognizes the need, or create targeted commerce opportunities for a provider of goods or services. One help center feature provides a user with help that is specifically related to a component in the user's computer system and that is supplied to the help center feature by the component manufacturer. Another help center feature detects a condition that degrades performance, and hence user satisfaction, and alerts the user. Another help center feature detects an attempt by a computer system to inform the user of degraded performance and offers the user a solution. Another help center feature provides a user with a commerce opportunity specifically related to a component in the user's computer system and/or to the user's geographic location. | 03-21-2013 |
20130117188 | AFFILIATE-DRIVEN BENEFITS MATCHING SYSTEM AND METHODS - Enabling organization information and consumer information are received from a customer. Benefit information is provided, pertaining to benefit(s) offered by one of a plurality of enabling organizations. In a memory of a computer system, the consumer information, enabling organization information, and benefit information are stored. A rating of one of the benefits offered by that one enabling organization may be received from an affiliate of that enabling organization different from the consumer. Consumer interest data, enabling organization information and benefit information are analyzed automatically in the computer system to determine whether any enabling organization to which the consumer is affiliated is offering a benefit for said consumer that is applicable to the consumer interest data. A message is displayed to inform the consumer of an available benefit applicable to the consumer interest data. An indication to save that available benefit may be received, and that available benefit may be saved. | 05-09-2013 |
20130159199 | CORRELATION-BASED DYNAMIC DETERMINATION OF TRANSACTIONAL INSTANCE CONTEXTS - A current transactional context of a user of a business software architecture can be detected, optionally in response to a guidance request received from the user. At least one matching business process feature related to the current transactional context can be determined by comparing the current transactional context with process metadata in a process repository, and the matching business process feature can be compared to scenario metadata defining a set of business process features that are part of each of a plurality of business scenarios within the business configuration to identify at least one matching business scenario containing the matching business process feature. In a user interface, the at least one matching business process feature and the identified matching business scenario that contains the at least one matching business process feature can be highlighted. | 06-20-2013 |
20130166457 | MANAGED BRAND FEEDBACK SYSTEM - Systems and methods for managing feedback from customers, especially feedback which has been posted on social media websites or submitted electronically from a mobile device. Specific social media websites are automatically monitored for comments regarding a specific brand. Customers who posted comments are contacted with an invitation to provide more details regarding the comment. A link to the brand's website or to a specific feedback application is provided to the customer. Once the customer logs in to either the website or the application, the customer can provide more details regarding the comment and this feedback is assigned a ticket. The feedback associated with the ticket is then routed based on the content of the feedback. | 06-27-2013 |
20130173479 | SYSTEM AND METHOD OF DIAGNOSIS OF INCIDENTS AND TECHNICAL SUPPORT REGARDING COMMUNICATION SERVICES - System and method of diagnosis of incidents and provision of technical support in a communication service which gathers information both from the user and from previous incidents whose information is stored in a database, and provides an identification of the problem, as well as a solution if possible, by dynamically determining data about the incident and requesting information according to the data. | 07-04-2013 |
20130179355 | Method for Transmitting an Anonymous Request from a Consumer to a Content or Service Provider Through a Telecommunication Network - A method and system for use in allowing a content or service provider to establish an anonymous profile of a consumer using at least one request sent by the consumer through a communication network. The request sent by the consumer includes identification data of the consumer. The identification data is substituted in the network with an alias so as to anonymize the request. The identification data is not accessible to the content or service provider and there is a correspondence between the identification data and the alias. | 07-11-2013 |
20130185215 | REAL-TIME CUSTOMER SERVICE ASSISTANCE USING COLLECTED CUSTOMER LIFE CYCLE DATA - A computer-implemented method is performed during a single communication session between a customer service representative (CSR) of a merchant, and the merchant's customer. The conversation between the CSR and the customer is analyzed to determine an issue. Previously collected information about the customer is accessed, from a database that stores information about customers of the merchant. A tip is determined and sent to be displayed to the CSR. The tip is determined based on the mood and the accessed previously collected information. Other embodiments are also described and claimed. | 07-18-2013 |
20130198087 | METHOD AND APPARATUS FOR PROVIDING SUPPORT FOR INTERNET-BASED SERVICES - A method and apparatus for providing support for an Internet-based service. One embodiment of the method comprises gathering user information related to one or more of user identification, user hardware, user software, or browsing session information, and displaying agent contact information and a PIN, the PIN associated with the user information to enable an agent to access the user information to support a user's interaction with the agent. The apparatus comprises a user computer for executing an applet for gathering user information related to one or more of user identification, user hardware, user software, or browsing session information. A web server for coupling agent contact information and a PIN to the user computer, the PIN associated with the user information to enable an agent to access the user information to support a user's interaction with the agent. The user computer displays the agent contact information and the PIN. | 08-01-2013 |
20130218782 | EFFECTIVE UTILIZATION OF AN INTEGRATED SELF-CARE PORTAL FOR AN ENRICHED CUSTOMER EXPERIENCE - This disclosure concerns an effective utilization of a self-care online portal containing enriched customer experience. Here the portal upon receiving a validated search string relevant to an issue faced and entered by the user through a web interface, displays the relevant information retrieved from the database by the server on the web interface thus enabling the user to resolve the issue by self-based on the retrieved relevant information. The user then gets rewarded for successful self-resolution of issue. Additionally, the user also gets an option of initiating one or more interaction channels comprising of but not restricted to a multimedia session or an audio conversation using a communicating device or a web enabled user discussion forums to further help in resolving the issue in a time effective optimized manner thereby creating an enriched customer experience. | 08-22-2013 |
20130218783 | APPARATUS AND METHOD FOR REAL-TIME DATA CAPTURE AND USAGE FOR FAULT REPAIR - A method for troubleshooting and providing technical support using a real-time transmission of audio data and video data. The method can include receiving a signal associated with a problem of a piece of equipment, instrument or machinery; in response to receiving the signal, initiating a communication channel capable of transmitting troubleshooting information between a user at a local site of the piece of equipment, instrument, or machinery, and at least one service representative at a remote site; transmitting information between the service representative and the user relating to the equipment, instrument, or machinery for purposes of troubleshooting the problem; and uploading a video of troubleshooting for the user relating to the equipment, instrument, or machinery taken at the local site. Accordingly, the method can be used to transmit and capture real-time fault diagnosis, troubleshooting analysis, and repair of equipment, instruments, and appliances. | 08-22-2013 |
20130254121 | Software Portfolio Management Based on Feature Usage - An approach is provided to gather items of usage data that pertain a number of instrumented software modules that are included in a software offering. The usage data is gathered from a number of customer installations of the software offering. Usage statistics are computed for the software modules and are used to determine support levels for the instrumented software modules. In another aspect, an approach is provided that detects execution of the software modules included in a software offering. Usage statistics are recorded in a local data store. One of the usage statistics is a module identifier that the software module that was executed. In addition, the usage statistics track the number of times each of the software modules was executed. The usage statistics are periodically transmitting a computer network to a software provider that develops and maintains the software offering. | 09-26-2013 |
20130262320 | SYSTEMS AND METHODS FOR CUSTOMER RELATIONSHIP MANAGEMENT - According to various exemplary embodiments, a social media message posted by a user on a social media system is accessed, and a prioritization level is determined based on the social media message. The prioritization level may indicate a measurement of importance of the social media message. Further, the social media message may be inserted into a prioritized message queue, based on the determined prioritization level associated with the social media message. | 10-03-2013 |
20130262321 | Multilayer Correlation Profiling Engines - A profiling engine is disclosed. The profiling engine collects information from a variety of sources in real time and stores the information in a profile. The profile may have a number of layers, each layer having a number of categories. The profile is made available for use by applications and services. | 10-03-2013 |
20130268446 | SYSTEM AND METHOD FOR ENTRY OF STRUCTURED DATA - Systems and methods for enabling communication between a user and at least one entity by a communication service are disclosed. In one example, the method comprises providing at least one predefined text string for display to the user on a device, the at least one predefined text string comprising an inquiry to the at least one entity, receiving a structured text input associated with the at least one predefined text string, and transmitting a message to another device having the at least one predefined text string and the structured text input to the at least one entity. | 10-10-2013 |
20130282594 | SYSTEM AND METHOD FOR PROVIDING A SOCIAL CUSTOMER CARE SYSTEM - The present invention relates to social customer service and support systems integrated with social media and social networks. More particularly, the invention provides a social customer care platform system to allow customer care functions, and in particular to allow customer service agents to identify, prioritize, match and triage customer support requests that may arise through a social network and may be serviced using a social network. It manages and tracks a high-volume of customer interactions and provides for monitoring of Internet social network posts relevant to a business's products or services along with the ability to capture, monitor, filter, make sense of and respond to, in near real-time, tens of thousands of social interactions. It comprises role specific user-interface and functionality for social customer service and support environments, automated prioritization and matching for increased agent productivity, and an automated enterprise workflow to align social media support with existing business processes. | 10-24-2013 |
20130282595 | METHOD AND APPARATUS FOR OPTIMIZING WEB AND MOBILE SELF-SERVE APPS - An embodiment of the invention takes advantage of the fact that the intuitive power of a self-serve app lies in constant learning. The app must quickly evolve to predict customer needs and provide the right content to the right customer. In an embodiment, Web and mobile self-serve apps are optimized by leveraging the chat data of drop-off customers from each screen of the app. In an embodiment, self-serve drop-off data is combined with chat data, the customer's identity data and Web log data to provide a powerful source for driving the targeting and content optimization of the app. | 10-24-2013 |
20130290194 | METHOD AND ARRANGEMENT FOR PROVIDING NETWORK EVENTS - System, arrangement and method for providing information regarding network events associated with a subscriber in an access network. A customer care session is initiated between a customer care unit and a data warehouse. The session is referring to an identity of said subscriber. A subscription to network events associated with the subscriber is done, where the data warehouse subscribes to a stream of ongoing network events. The content of the stream refers to the identity of the subscriber. Information is received regarding ongoing network events which are triggered by one or more communications between a terminal of the subscriber and a network element in the network. The information is provided to a customer care agent. | 10-31-2013 |
20130317992 | METHOD OF INTERNET REAL-TIME CUSTOMER SERVICE - The present invention provides a method of Internet real-time customer service, including the steps of: providing an online customer service system connected to Internet; providing an exclusive login data to the website operator registering to the online customer service system; for customer service staff of website operator using the exclusive login data to log in to the online customer service system for the online customer service system to enable customer service staff of website operator able to monitor the website; and when visitor visiting the website, the online customer service system providing a plurality of interaction channels between the customer service staff and the visitor as the basis of interaction so that the customer service staff and the visitor able to select from a plurality of interaction channels for interacting with each other. | 11-28-2013 |
20130317993 | METHOD AND APPARATUS FOR LINKING USER SESSIONS AND ESTABLISHING IDENTITY ACROSS CHANNELS - A customer support system exchanges customer data, such as the customer's identity, activity, etc. across multiple channels to enable better customer service. A further embodiment of the invention collects user interaction data from non-CCS channels, such as Facebook® posts, and predicts the intent of customer to provide services to the customer accordingly. | 11-28-2013 |
20130325726 | METHODS FOR PROVIDING CROSS-VENDOR SUPPORT SERVICES - According to one aspect, in response to a request from a mobile application running at a mobile device of a customer, a personalized page is transmitted to the mobile application, the personalized page including a list of products retrieved from a customer profile of the customer. Each of the products is associated with one or more communications channels preferred by an associated client, which are retrieved from the client database. A live support request is received from the mobile application initiated from a selected product of the personalized page, the live support request including a selection selecting one of the preferred communications channels listed on the personalized page. A live communication session is established between the customer and a support agent using a selected communications channel for live support services to the customer concerning the selected product. | 12-05-2013 |
20140006292 | DECISION PROCEDURE FOR CUSTOMER ISSUE RESOLUTION | 01-02-2014 |
20140006293 | MULTI-CHANNEL CUSTOMER IDENTIFICATION | 01-02-2014 |
20140025588 | METHODS AND SYSTEMS FOR AUTOMATED ISSUE RESOLUTION - Methods and systems for resolving problems are disclosed. The methods and systems receive a communication regarding a first symptom of an underlying problem. In addition, the methods and systems perform operations to resolve the problem. If the problem is resolved, the methods and systems identify the problem by comparing the performed operations to a model. The methods and systems wait for a first amount of time and, after waiting for the first amount of time, determine whether a second symptom indicative of the problem is present. In some embodiments, if the problem is present the methods and systems attempt to resolve the problem. In addition, in some embodiments, if the problem is not present, the methods and systems mark the problem as resolved. | 01-23-2014 |
20140032420 | METHOD FOR PROVIDING SOLUTION OF PERIPHERAL TECHNIQUE - A method for providing peripheral technical support is revealed. A search of a peripheral technical problem is performed by a first server or a second server so that a peripheral supplier provides a firm a peripheral technology solution the firm required. Moreover, an external technology solution obtained by the second server is stored in the first server so as to expand the first server. While providing the solution for the problem of the external technique, the peripheral supplier also provides the firm a peripheral technical report or a peripheral technical model. Thus a better technical support is offered, allowing the firm to solve the peripheral technical problem the firm encountered. | 01-30-2014 |
20140032421 | Display Controller, Display Control Method And Computer-Readable Medium - A display image generation unit ( | 01-30-2014 |
20140032422 | METHOD AND SYSTEM FOR FACILITATING SERVICE AT SERVICE CENTERS - A method for facilitating and providing service to a customer at dealerships or repair centers. The method includes, providing a console at the service center; providing a database having vehicle history records; receiving at least one search criterion from a customer identifying his vehicle; retrieving the vehicle history records for vehicle identified as satisfying the at least one search criterion; identifying a service record in the database, the service record being indicative of ownership of the vehicle; receiving from the customer at least one concern related to a vehicle defect in performance or a service selected from available services; generating a service report based (i) on the correlation between the diagnostic information and a database of diagnostic solutions and (ii) the prices of the selected services; forwarding electronically the service report to a technician for review, and collecting the vehicle from the customer. | 01-30-2014 |
20140046857 | System, Method, and Software for Enterprise-Wide Complaint Aggregation - In certain embodiments, a method includes accessing (1) a first complaint record comprising data generated by a first system of record for an enterprise, and (2) a second complaint record comprising data generated by a second system of record for the enterprise, the second system of record operating independently from the first system of record. The method further includes determining an association between the first complaint record and the second complaint record by identifying common information from the first complaint record and the second complaint record. The method further includes storing, in association with one another, the first complaint record, the second complaint record, and the determined association between with the first complaint record and the second complaint record. | 02-13-2014 |
20140046858 | SYSTEM AND METHOD FOR FOSTERING SOCIAL CUSTOMER SERVICE - Embodiments of the invention provide systems and methods for handling of customer service questions or requests within a customer relationship management system. According to one embodiment, a method of routing of customer service questions or requests within a customer relationship management system can comprise registering each of a plurality of users of the customer relationship management system. A customer service request may then be received from a user of the plurality of users. The customer service request can include a question. The request and the user making the request can be analyzed. Based on the analysis of the request and the user making the request, the request can be routed to at least one of predefined content of the customer relationship management system, an agent of the customer relationship management system, or a community comprising at least the registered plurality of users. | 02-13-2014 |
20140052644 | SYSTEM, SOFTWARE AND METHOD FOR SERVICE MANAGEMENT - A system, software and a method are provided for management of service issues including knowledge articles, service designs, and performance metrics. Components are linked such that incremental real-time root cause analysis and problem solving may be provided. The system, software and method disclosed facilitate forensic analysis and techniques providing corrective re-design efforts to improve the service rather than short-term problem solving of reported service issues. | 02-20-2014 |
20140052645 | MULTI-CHANNEL CUSTOMER SUPPORT AND SERVICE - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for providing service and support solutions to a user device. A system is described that provides user centric solution system by connecting a user device to multiple solution channels. This includes receiving symptom information from the user device and combining that information along with diagnostic information from the product to identify the problem. The system can also provide solution options to the user based on the availability of each support channel and the products' or services entitlements and support policies. | 02-20-2014 |
20140074727 | Platform for Resolving Complaints with Customers - The present invention extends to methods, systems, and computer program products for providing a platform that enables a business to quickly and easily resolve complaints with its customers. The platform of the present invention provides a central location for accumulating complaints from customers of a business and presenting the complaints to the business for resolution. The platform also facilitates communication between the business and its customers to expedite the resolution of the complaints. In essence, the platform acts as a centralized intermediary between the customers and the businesses to promote the resolution of complaints in a fair and efficient manner. | 03-13-2014 |
20140074728 | SYSTEM FOR SOCIAL CARE ROUTING, PRIORITIZATION AND AGENT ASSISTANCE - A system for social care routing, prioritization and agent assistance for interfacing with a carrier network, a social listening device, a social network or proprietary social feedback apparatus, and a contact center and contact center database. Author postings, demographic information, sentiment, topical relevancy, and customer service requests and other data are used for prioritization, agent assistance and routing. A contact center database and a social network listening device or proprietary social feedback apparatus obtain information used in determining routing and tagging instructions. A user interface is connected to the system to accept configurable conditions for determining customer service instructions to the agents. A color-coded agent heads-up display for author and customer profiling and customer relationship management timeline is disclosed for effectively managing social posts and authors needing customer service assistance by agents at each target enterprise contact center. | 03-13-2014 |
20140074729 | REPORT CREATION DEVICE, REPORT CREATION SYSTEM, AND COMPUTER-READABLE STORAGE MEDIUM - A report creation device includes a device information acquisition unit configured to acquire device information about a device; a failure information acquisition unit configured to acquire failure information about failure that occurs in the device; a person information acquisition unit configured to acquire person information about a person who handles the failure that occurs in the device, the person information indicating at least a contact number of the person; a creation unit configured to create a report based on the device information, the failure information, and the person information; and an output unit configured to output the report. | 03-13-2014 |
20140081875 | METHOD AND SYSTEM FOR PROVIDING CUSTOMER SUPPORT - A method executed at least in part in a computing device for providing cloud based customer support services includes providing a cloud based service enabling data interchange between participants of a cloud based support service, the participants including customers seeking support on products or services and support personnel from companies providing the products or services. The method further includes associating a subset of the participants with a selected product or service, enabling the customers to initiate a support case for the selected product or service, and enabling the subset of the participants associated with the product or service to communicate in order to resolve the support case. | 03-20-2014 |
20140095397 | CREATING VIRTUAL GROUPS FOR MANAGING A CONTACT CENTER - A first virtual group is dynamically created. A virtual group allows a supervisor or subject matter expert to virtually monitor contact center communications that an agent is currently associated with. The supervisor or subject matter expert can define criteria for a first event to create the virtual group. The first virtual group typically comprises a first agent avatar representing a first agent, a first monitoring avatar representing the supervisor or subject matter expert, and a first entity avatar representing a first customer. These avatars are created in a first virtual reality setting such as a virtual room. Using the first monitoring avatar, the supervisor or subject matter expert can virtually monitor a communication between the agent and the customer. | 04-03-2014 |
20140108270 | ADDRESS-BASED CUSTOMER SERVICE - A request is received for information relating to a service being provided to a customer premises. A network address of a device from which the request was received is determined. The network address is used to access customer data associated with the address. In addition to the requested information relating to the service, at least one notification is provided based on the customer data and including information relating to the customer premises, billing and payment information associated with the customer premises, a list of one or more equipment included in the customer premises, a list of one or more equipment suggested for the customer premises, and a list of one or more additional services suggested for the customer premises. | 04-17-2014 |
20140114864 | CASE MANAGEMENT INTEGRATION WITH EXTERNAL CONTENT REPOSITORIES - A case creation event originating from an external content repository is detected by a processor executing an inbound event handler of a distributed integration framework that integrates a case management system with the external content repository. The case creation event is configured by the distributed integration framework to cause creation of a case within the case management system. The inbound event handler instructs the case management system to create the case within the case management system. An outbound event handler of the distributed integration framework instructs the external content repository to create a proxy case to remotely represent the case created within the case management system. | 04-24-2014 |
20140114865 | CASE MANAGEMENT INTEGRATION WITH EXTERNAL CONTENT REPOSITORIES - A case creation event originating from an external content repository is detected by a processor executing an inbound event handler of a distributed integration framework that integrates a case management system with the external content repository. The case creation event is configured by the distributed integration framework to cause creation of a case within the case management system. The inbound event handler instructs the case management system to create the case within the case management system. An outbound event handler of the distributed integration framework instructs the external content repository to create a proxy case to remotely represent the case created within the case management system. | 04-24-2014 |
20140122345 | SHARING OF A RECEIPT AMONG MOBILE DEVICES - A method is disclosed for a customer sharing a receipt with other persons. An electronic receipt may be viewed on a mobile electronic device with electronic receipts software thereon. Using a device configured according to one or more embodiments of the invention, a customer is able to select the receipt for sharing as well as adding additional information to the receipt such as comments, ratings, reviews, etc. Information may be sent to a server or computer system to request that a receipt be shared with other persons. The server may then process the request and transmit receipt information to the contact person requested by the customer. The receipt may be shared via the contact person's mobile electronic device. | 05-01-2014 |
20140129453 | Personal Concierge on Mobile Computing Device - The present invention extends to methods, systems, and computer program products for providing a personal concierge to guests of a hotel or other establishment. The personal concierge can be provided in the form of a mobile application. The mobile application can be executed on a guest's mobile phone or other mobile electronic device so that the personal concierge can continuously assist the guest. The personal concierge can interface with various devices within or around a hotel such as the devices within a guest's room. The personal concierge can be configured to identify a guest's preferences or habits to better provide suggestions or assistance during a stay. | 05-08-2014 |
20140136424 | SYSTEM AND METHOD FOR CREATING A CUSTOMER PROFILE BASED ON HISTORY OF SERVICE - Disclosed is a system and method for providing a view of energy usage data or events generated by at least one AMI meter and customer profile information. The system and method involves the collection of information about a customer by different business units which are part of a service provider. The system and method includes a user computer having the capability of gathering data about a customer from the different business units, including energy usage data. The user computer may calculate a level of satisfaction of the customer with respect to that customer's interactions with the different business units and display icons reflecting such levels of satisfaction through use of widgets. | 05-15-2014 |
20140143157 | Design and Analysis of Customer Feedback Surveys - Systems and methods of design, delivery, and analysis of customer feedback surveys include receiving interaction content. Interaction content is analyzed to identify at least one issue arising in the interaction content. A survey of a plurality of questions is automatedly created based upon the identified at least one issue. A delivery channel for the survey is determined. The survey is delivered through the determined delivery channel. A survey response with survey results data is received. | 05-22-2014 |
20140156536 | TRANSACTION PREPARATION USING MOBILE DEVICE - Embodiments of the invention are directed to systems, methods and computer program products for performing preliminary steps of a transaction on a mobile device. In some embodiments, a system is configured to: determine a user has entered a facility, wherein the user has a mobile device, and wherein the user is waiting to interact with at least one of an agent at or away from the facility or a computing device at the facility; communicate with the mobile device to determine a reason for the user's visit to the facility, the reason comprising a transaction intended to be executed by the user at the facility; transmit a form to the user's mobile device, the form being based on the intended transaction, and the form prompting the user to input information associated with the intended transaction; receive the user-filled form from the user's mobile device. | 06-05-2014 |
20140156537 | POST-TRANSACTION SERVICE USING MOBILE DEVICE - Embodiments of the invention are directed to systems, methods and computer program products for providing post-transaction service. In some embodiments, a system is configured to: determine a user has exited a facility after performing a transaction at the facility, wherein the user has a mobile device, wherein the user executed the transaction at the facility with assistance of an agent at the facility; and communicate with the mobile device to provide a post-transaction service to the user, the post-transaction service comprising providing a communication channel to establish contact with the agent who assisted the user at the facility. The invention enables provision of a personalized transaction service to the user. | 06-05-2014 |
20140156538 | Customer Contact Management - Concepts and technologies are disclosed herein for customer contact management. According to one aspect described herein, a method can include a computing system receiving customer information from a customer access point. The method can also include the computing system generating a customer contact plan based at least in part upon the customer information. The customer contact plan can be useable by an individual to provide a service to a customer associated with the customer information. The method can also include the computing system presenting the customer contact plan to the individual so that the individual can utilize the customer contact plan to provide the service to the customer. | 06-05-2014 |
20140156539 | Device Profile-Based Rule Making for Customer Care - A method is provided for delivering customer care to a user of a mobile device. A first device profile of the mobile device is collected. Based on aspects of this first device profile displayed on a customer care interface, and a problem report, a fix is provided to the mobile device with respect to the problem report. After the fix, a second device profile is collected. The system determines at least one difference between the first device profile and the second device profile. This difference is used to automatically generate a proto-rule for future fixes based on the problem report. In this way, automatic rule-making is possible. An editor is also provided so that the proto-rule can be edited. | 06-05-2014 |
20140164256 | SYSTEM AND METHOD FOR PROVIDING INTERACTION HISTORY VIA A CUSTOMER APPLICATION - A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource. | 06-12-2014 |
20140164257 | Interactive and Social Delivery of Customer Service - Methods for interactive and social delivery of customer service are provided. In one example, a method includes the steps of generating a customer service portal and displaying a customer service agent profile including an agent characteristic associated with a customer service agent in the customer service portal. The method includes the additional steps of receiving a customer service selection associated with the customer service agent and generating a customer service request based on the customer service selection. | 06-12-2014 |
20140172726 | METHOD AND APPARATUS FOR ENABLING PURCHASERS OF PRODUCTS TO OBTAIN RETURN INFORMATION AND TO INITIATE PRODUCT RETURNS VIA AN ON-LINE NETWORK CONNECTION - An electronic registration system facilitates authorized product returns. A retailer sales associate is prompted to enter individual product identification information such as an individual serial number. This individual product identification information is stored in a database, along with the date on which the product was sold and an appropriate UPC code, SKU number, or manufacturer code. A check digit algorithm may be used to verify the serial number prior to storage. A sales receipt may be imprinted with at least the date of the transaction and the serial number. When a product is returned, the retailer may cross-reference the serial number on the product with that on the receipt to verify the sales receipt. Otherwise, the database may be searched for sales information. A customer may also access a return authorization engine via the Internet to obtain return approval, an authorization number, return instructions, etc. | 06-19-2014 |
20140222692 | CONTEXTUAL HETEROGENEOUSLY SOURCED DATA RETRIEVAL AND DISPLAY - A method for displaying contextually relevant heterogeneously sourced data in a business application includes generating a user interface for a business application comprising a display of a record of a contact stored in a local data store and determining a context for the contact. The method also includes retrieving contextually relevant data according to the context from both the local data store that is part of the business application and also an external data source that is external to the business application from over a computer communications network. Finally, the method includes displaying the contextually relevant data from the local data store in a panel adjacent to the display of the record of the contact in the user interface, and also the contextually relevant data from the external data source in an additional panel adjacent to the display of the record of the contact in the user interface. | 08-07-2014 |
20140244516 | Mobile Wireless Customer Micro-Care Apparatus and Method - Measurements are taken at each mobile wireless device and aggregated to establish norms. The transformations are suitable for a massively parallel array of processors using map-reduce computing. Upon demand, equivalent measurements for individual mobile wireless devices may be computed for comparable multidimensional analysis. The same transformations may be applied in a silo of processors chained by memory locations feeding data driven processes. Analysis of variance from norms can isolate potential causes of customer dissatisfaction. Detailed and immediate issue resolution and remedies may save support costs and increase subscriber revenue. Identical transformations applied to an individual device as well as across the entire comparable population of devices enables reactive care to a customer incident. | 08-28-2014 |
20140244517 | Incremental Batch Method for Transforming Event-driven Metrics and Measures within a Map/Reduce Data Center - A method for a plurality of processors configured to perform steps in a map/reduce network operation adds incremental batch transformation of sequential measures recorded by time periods and uploaded asynchronously from their capture on mobile devices. The method creates and tracks measure states for each measure. The current recurrence of a measure is a transformation of selected past recurrences and measures. Measure state is propagated according to rules. The ID for a current measure is derived from the IDs of its cache measures and the IDs of its trigger measures. A batch incremental enrichment transforms one or more measures from one or more recurrences into at least one output measure that may be transformed again by the same or another batch incremental enrichment. The apparatus determines if the value needs to be overwritten with a newer value by the type of transformation, the recurrence id and the state. | 08-28-2014 |
20140258139 | INFORMATION PROCESSING SYSTEM, INFORMATION PROCESSING APPARATUS, AND OPERATION-STATE PREDICTION METHOD - An information processing system includes a device-information acquiring part, a failure-information acquiring part, and a predicting part. The device-information acquiring part acquires device information indicating at least a model of a given device. The failure-information acquiring part acquires failure information on a failure occurred in the same model of device as the model indicated by the device information among managed object devices. The predicting part predicts an operation state of the given device on the basis of the failure information. | 09-11-2014 |
20140258140 | ELECTRONIC PRODUCT REGISTRATION SYSTEM WITH CUSTOMIZABLE RETURN/WARRANTY PROGRAMS - An electronic product registration (ER) system which enables a retailer, preferable in cooperation with its vendors, to provide a customized return/warranty program for customers on a product-by product basis. The original policy(ies) in the ER system can be modified for a particular product and the modified policy is stored in the ER system so that the modified policy can be accessed if the product is again presented for a return/warranty transaction. | 09-11-2014 |
20140297543 | METHOD FOR PROVIDING A BULLETIN BOARD FOR PLACING AN IMAGE AND METHOD FOR PROVIDING ELECTRONIC ALBUM SERVICE - A service provider of an electric bulletin board and electric album places a server at a data center and a service user searches a website, connecting a terminal to the Internet. A remark of the service user is carried in the electric bulletin board. The service user stores an image onto a memory of an electric album service. A demand for a browse of an image provide for the electric album service can be made through a display screen of the electric bulletin board. When an image is permitted to be browsed by a third party, a browse in the bulletin board is permitted, but when an image is not permitted to be browsed by a third party, the browse in the bulletin board is banned. | 10-02-2014 |
20140316997 | SYSTEMS AND METHODS FOR THE DYNAMIC PRESENTATION OF QUESTIONS AND/OR PROMPTS - Aspects of the present disclosure describe systems and methods for generating and presenting providing one or more questions and/or prompts to a customers that enable the customer to identify, diagnose, and/or resolve any technical problems the customer may currently be facing. Administrators may provide input to an interface, such as a graphical user interface (“GUI”), to automatically develop, arrange, group, and/or generate the series of questions/prompts provided to the customer. Other interfaces may be generated to receive input corresponding to the questions from other users and react to the input received from such users with appropriate responses or further questions. | 10-23-2014 |
20140344169 | CALL TRANSFERS FOR WEB-DELIVERED CALLS - A system may include a contact center services system configured to connect a Web Real-Time Communication (WebRTC) call to a first contact center agent and a server device configured to provide a first interface to the first contact center agent; receive a transfer request from the first contact center agent via the first interface; and send an instruction, to the contact center services system, to transfer the WebRTC call to a second contact center agent, in response to receiving the transfer request. The contact center services system may connect the WebRTC call with the second contact center agent based on the received instruction and may provide, to the server device, an indication that the connection with the second contact center agent has been made. The server device may provide a second agent interface to the second contact center agent, in response to receiving the indication. | 11-20-2014 |
20140358799 | ALERT PACKAGING AND BUNDLE SYSTEM - Embodiments of the invention are directed to systems, methods and computer program products for providing alert packages. An exemplary apparatus is configured to: provide a user with an option to enroll into an alert packaging service; receive the users acceptance of enrollment in the alert packaging service, wherein enrollment in the alert packaging service comprises the user agreeing to receive one or more alert packages; receive user information associated with the user's account; and bundle one or more alerts into an alert package based at least partially on the received user information. | 12-04-2014 |
20140358800 | TELECOM MANAGEMENT SERVICE SYSTEM - Methods and a system to provide telecommunications management services are provided. A method includes receiving a service request for change management or servicing a telecommunications equipment item, classifying the request to determine a policy associated with the request, determining customized workflows for executing the policy and servicing the request, identifying transactions required to service the request, and monitoring execution of the transactions until completion. | 12-04-2014 |
20140365379 | Sales services system - A method for providing a period of trial use of a touch screen electronic device to a user and providing sales support services to the user, in which the device sends screen display information to a server so that it can present the display information to a human or software with artificial intelligence, for helping the customer to learn how to use the device, through cursor activities on the touch screen of electronic device. | 12-11-2014 |
20140379587 | PROXIMITY BASED INTERACTIONS WITH WALLBOARDS - Proximity-based interactions with wallboards and mobile devices create an interactive and effective communication model, efficiently utilizing space and opportunities for communication between a contact center and its agents and supervisors. The system provides a dynamic, proximity-based location service including displays for agents and real-time message capabilities for supervisors. | 12-25-2014 |
20150019445 | PERSONALIZED MESSAGING PLATFORM - A personalized messaging system includes a personalized messaging application that is executed by a computing system to communicate with a computing device of a user to generate a personalized recipient message that may be transmitted to a customer. The application receives one or more instances of user-supplied content from the user computing device in which user-supplied content is associated with a product or service purchased by a customer in advance of delivery of the product or consumption of the service. From this information, the application generates a personalized recipient message using the user-supplied content, and transmits the personalized recipient message to the recipient. | 01-15-2015 |
20150019446 | Methods, Systems, and Computer-Readable Storage Devices Facilitating Analysis of Recorded Events - An event recording is received. The event is associated with an event entity and occurs over an event duration at an event location. A tag is received responsive to user interaction with a communication device. The tag is associated with at least one of the particular entity associated with the event entity, a particular time period associated with the event duration, and a particular location associated with the event location. Additional information associated with the event recording is received, and the tag is matched with at least a portion of the event recording based on at least one of the particular entity, the particular time period, and the particular location associated with the received tag. The portion of the event recording matching the received tag is presented for review along with the received additional information associated with the event recording. | 01-15-2015 |
20150026075 | CONTROL OF CRM DATA BASED ON SPREADSHEET ACTIONS - Technologies are generally provided for controlling customer relationship management (CRM) data through actions in a spreadsheet application. A spreadsheet application may be configured to enable CRM data to be imported from a CRM application and to enable the CRM data to be manipulated employing native spreadsheet capabilities. A CRM application pane may be displayed within the spreadsheet application to enable data to be selected to be imported into the spreadsheet application. The CRM application pane may also display additional CRM information related to selected content displayed within the spreadsheet application. The CRM application pane may further enable collaborative functionalities such as communication with other users associated with the CRM application, taking notes and scheduling tasks, as some examples. Data changes made within the spreadsheet application may be saved and exported back to the CRM application. | 01-22-2015 |
20150026076 | System and Method for Providing Customer Guidance in Deploying a Computing System - A system and method for helping customers install a modular computing system is provided. In some embodiments, the method comprises determining, using a computing system, whether all components of a modular computing system have been received by a customer. Based on determining that not all the components of the modular computing system have been received by the customer, it is determined whether the modular computing system can be incrementally deployed. A customer instruction for incrementally deploying the modular computing system is provided at a display device. A communication link is established with a component of the modular computing system. Communications directed over the communication link are used to determine whether a customer correctly performed the provided customer instruction. In one such embodiment, the determining of whether the modular computing system can be incrementally deployed includes determining whether a minimum resource requirement is met. | 01-22-2015 |
20150026077 | Centralized Method for Customer Assistance and System Verification - A system and method for providing customer guidance in deploying a modular computing system is provided. In some embodiments, the method comprises receiving a shipping container identifier. A computing system is used to determine, based on the shipping container identifier, that a component of the modular computing system has been received by a customer. It is determined whether the modular computing system can be deployed based on the component having been received by the customer. An indicator is provided of whether the modular computing system can be deployed. An instruction is provided for deploying the modular computing system, and a diagnostic procedure is performed on a deployed component of the modular computing system. In one such embodiment, the diagnostic procedure determines whether the instruction was correctly performed. | 01-22-2015 |
20150032640 | SYSTEM AND METHOD OF PROVIDING PERSONALIZED DEALERSHIP SERVICE - A method includes managing a customer database for an automobile dealership, identifying a customer in the database when a vehicle of the customer enters in proximity of the automobile dealership, and providing information to the customer that is personalized to the customer. | 01-29-2015 |
20150032641 | SYSTEM AND METHOD FOR OBTAINING INDICATION INFORMATION - Provided in the present invention is a system and a method for obtaining indication information. The system comprises: a product device including a control part for obtaining product status information and generating a product status identification based on the same; an information collection part for collecting the product status identification; an information transceiving part for transmitting the product status identification to a server and receiving service information returned from the server; and the server which includes a receiving part for receiving the product status identification transmitted by the information transceiving part, an information processing part for obtaining corresponding service information according to the product status identification, and a transmitting part for returning the service information to the information transceiving part. By virtue of the embodiments of the present invention, users are enabled to conveniently obtain service information in line with the use habit without the need of spending plenty of time to analyze the configuration, and with a low cost. | 01-29-2015 |
20150039521 | RECIPIENT BEHAVIOR TRACKING FOR CUSTOMER SERVICE RESPONSES - Embodiments of the invention provide systems and methods for managing interactions with a customer in a customer relationship management system. Generally speaking, embodiments of the present invention provide the ability to track customer activity resulting from service related emails or other messages by capturing interaction with the message itself (views/clicks) and the subsequent interaction the user has with the website landing pages. This captured information can then be displayed in a format that allows the agent who sent the response to see the chronological order of various responses sent and the associated activity with each response all of which can be tracked by the individual email addresses associated with the contact. | 02-05-2015 |
20150046341 | Apparatus for Customer Relations Management - An apparatus has a server connected to a network, the server including a processor coupled to at least one data repository and software executing on the processor from a non-transitory medium, the software providing a service comprising receipt of a transaction record related to a transaction between a business and a customer, the record in the form of a digital file generated at a location of the business, processing of the transaction record, determining contextual meaning of individual portions of the record, inserting into the record an executable link on or proximate a portion processed for contextual meaning, the link to a resource associated with the contextual meaning of the portion linked, and transmitting the record with the inserted link to the customer. | 02-12-2015 |
20150052067 | REMOTE SUPPORT OF COMPUTING DEVICES - A customer support application provides screen sharing of the user's computing device with a remote customer support agent, thereby enabling the customer support agent to view the content displayed on the user's device. The customer support agent can provide guidance to the user by transmitting support content back to the user's computing device, where the support content is displayed as an overlay on top of the user's normal user interface content. The screen sharing and support content may be supplemented with live audio and video communications between the user and the remote customer support agent, and the multiple modes of communication may be prioritized to maintain quality in the preferred communication mode. | 02-19-2015 |
20150081568 | DEALER PORTAL DEVICE ENROLLMENT - A server may receive an opt-in or an opt-out request from a customer device. The opt-in request allows a registered dealer device to view and control settings on a sensor/actuator at a customer site. The server may provide a graphical user interface to the dealer device. The graphical user interface is structured to allow the registered dealer device to view and control settings of the sensor/actuator. The server may be structured to receive changes to the settings of the sensor/actuator from the registered dealer device via the graphical user interface and to then change the settings of the sensor/actuator. | 03-19-2015 |
20150081569 | METHODS AND SYSTEMS FOR FACILITATING CUSTOMER SUPPORT USING A SOCIAL POST CASE FEED AND PUBLISHER - Methods and systems are provided for integrating social media channels into a customer service management (CRM) portal. The method includes receiving data for a consumer post, parsing the data into a social post object and a social persona object, creating a case from the objects, and displaying the case in the CRM portal. | 03-19-2015 |
20150081570 | CUSTOMER PREFERENCE MANAGEMENT AND NOTIFICATION SYSTEMS - A customer preference and notification system may include a program in operative communication with an ERP system and a CRM system. Customer preferences may be stored in an expanded data store accessible by the program, the ERP system, and the CRM system. Notifications may be triggered by events associated with business processes, and may be sent via one or more channels based on the customer preferences. | 03-19-2015 |
20150081571 | METHODS AND SYSTEMS FOR FACILITATING CUSTOMER SUPPORT USING A SOCIAL CHANNEL AWARE PUBLISHER IN A SOCIAL POST CASE FEED - Methods and systems are provided for responding, from a customer service management (CRM) portal, to a customer service inquiry received from an inbound social media channel. The method includes receiving the customer inquiry from the inbound social media channel; creating a case based on the inquiry; presenting the case to an agent at the CRM portal; automatically pre-configuring, by the CRM portal, a response to the inquiry based on attributes of the inbound social media channel; and transmitting the response from the CRM portal via the inbound social media channel. | 03-19-2015 |
20150088765 | SESSION MEMORY FOR VIRTUAL ASSISTANT DIALOG MANAGEMENT - Embodiments of the invention provide systems and methods for managing a customer interaction with a virtual assistant. Managing a customer interaction with a virtual assistant can comprise receiving a request to initiate an interaction between the virtual assistant and the customer. A context of the request or the interaction between the virtual assistant and the customer can be identified. The context can be based on information identifying at least one of the customer or a product or service that is a subject of the interaction. Information relevant to the interaction between the virtual assistant and the customer can be retrieved based on the identified context. The retrieved information can be stored in a session memory supporting the interaction and the interaction with the customer can be conducted dynamically through the virtual assistant based on the information stored in the session memory. | 03-26-2015 |
20150127557 | CUSTOMER SERVICE SOFTWARE TO ANALYZE RISK AND PROFITABILITY AND MODIFY SCRIPTING IN REAL-TIME - A customer service software and related methods and systems can modify scripting in real-time based on the likelihood of customer fraud and/or profitability. The methods of the present invention analyze a plurality of different indicators of potential for risk, as well as a plurality of indicators for potential for long term profitability. Weights to these factors can be assigned and a weighted risk and profit score can be determined. Once determined, this weighted risk and profit score can be used to modify the customer service policies and scripting in real-time. | 05-07-2015 |
20150127558 | METHOD FOR DETERMINING RESPONSE CHANNEL FOR A CONTACT CENTER FROM HISTORIC SOCIAL MEDIA POSTINGS - Some social networks provide message histories that record information about previous posts that users make to the social media network. From this information, a contact center determines trends in the usage of a social media network by a user. The contact center can mine the message history database for times, frequency of posts, location of the user during posts, and other information provided in the message histories. From this information or metadata about the messages, the contact center develops trends about the user's postings of messages on social media networks. The contact center can further receive subsequent posts and read metadata related to the subsequent posts. The new metadata can be used to modify the trends over time. | 05-07-2015 |
20150142677 | METHOD AND APPARATUS FOR DETERMINING A METRIC FOR A PREDICTED OPERATIONAL STATUS OF A PRODUCT - An approach for predicting potential reliability or performance issues associated with a product and presenting various options to address those potential issues includes determining one or more parameters associated with a transaction related to a product. The approach also includes obtaining, in response to the transaction and based on the one or more parameters, a metric describing a predicted operational status of the product. Further, the approach includes initiating a presentation, based on the metric, of one or more potential actions associated with the transaction and related to the product. | 05-21-2015 |
20150149366 | METHODS TO NOTIFY USER OF DEAD REMOTE BATTERIES - A method for providing technical support to a user of an electronic device includes requesting that the electronic device transmit a status message to a technical support network. The status message indicates that a component of the electronic device needs attention. The status message is automatically sent to the user to quickly resolve the technical support issue. | 05-28-2015 |
20150294318 | INTERACTIVE AND CUSTOM-SUPPORT KIOSK, METHODS AND SYSTEM - An interactive and custom support kiosk is disclosed. In one embodiment, a kiosk is provided including a user attribute identification system and a region-specific linkage. The user attribute identification system may be a user language identification system where the user's preferred language may be detected. With detection of a user's preferred language, the kiosk may display a language-customized display with customized features based on the identified language. In some embodiments, the customized features may include a language-based experience format similar to a user's experience which would be expected in the user's home geography. In some examples, a second level of interaction may be provided wherein the user may be connected to a region-specific operator. The operator may provide immediate live help or assistance through the kiosk. In addition, security controls may be provided with the interactive language and custom support kiosk. | 10-15-2015 |
20150302416 | LOW ENERGY BLUETOOTH DEVICE FOR FACILITATING AN IN-HOME CUSTOMER SERVICE EXPERIENCE - The subject matter disclosed herein provides methods for providing a personalized customer service experience using a customer service application without requiring a customer to travel to a physical location to receive in-person support. A sensor associated with a container housing one or more devices can be used to determine whether the container has been opened. A processor connected with the sensor can access a profile associated with the container and the devices. The profile can include at least a first value uniquely identifying the container and a second value associated with the devices. The processor can activate a communication module to send a first message to a mobile device when the mobile device is within a predetermined distance of the container. The first message can prompt execution of an application on the mobile device to provide a customer service interaction. Related apparatus, systems, techniques, and articles are also described. | 10-22-2015 |
20150302417 | SMART BOX FOR INITIATING AN IN-HOME CUSTOMER SERVICE EXPERIENCE - The subject matter disclosed herein provides methods for providing a personalized customer service experience using a customer service application. A sensor associated with a container configured to house one or more devices can determine whether the container has been opened. A processor can access a profile associated with the container and the devices that includes at least a first value uniquely identifying the container. The processor can activate a communication module to send a first message via a communication network to a backend system. The first message can include some of the accessed profile. The first message can prompt the backend system to search for a customer record using the first value and to send a second message to a mobile device that prompts execution of an application on the mobile device. Related apparatus, systems, techniques, and articles are also described. | 10-22-2015 |
20150310446 | Method and System for Providing Support Services Using Interactive Media Documents - According to one embodiment, in response to a user document received from a client, an interactive media document is fabricated based on the user document, including embedding one or more controls in the interactive media document and adding additional information in the interactive media document based on information obtained from a backend system of the client. The controls, when activated from the interactive media, transmit a request to the support center for obtaining support services. The interactive media document is sent to a user on behalf of the client. In response to the request from the user for obtaining support services concerning content of the user document, a live communications session is established between the user and a support agent associated with the support center, including routing data between the user and the support agent via the interactive media document. | 10-29-2015 |
20150310447 | METHODS AND SYSTEMS FOR SIMULATING AGENT BEHAVIOR IN A VIRTUAL ENVIRONMENT - Systems and methods for simulating behavior of agents in a virtual environment are described. Observed customer behavior data for a retail space may be received. A model for customer behavior in the retail space is generated, the model including probabilities for customer responses to a plurality of stimuli. A virtual customer agent is built based on the model for customer behavior. A virtual retail space is built and modified, the modified virtual retail space including at least one different design feature from the virtual retail space. In the modified virtual retail space, the virtual customer agent is simulated performing a predetermined list of tasks based on the probabilities for the customer responses. Simulated customer behavior data, including responses of the virtual customer agent to the modified virtual retail space, may be generated based on the simulation. | 10-29-2015 |
20150310449 | MANAGEMENT SYSTEM AND CONTROL METHOD - A device management server acquires management information from a network environment of a specific customer and registers the management information on a saving unit in association with a customer identifier of a specific customer in a case where the acquired management information is not managed in the saving unit. Further, in a case where the management information has already been managed in the saving unit and the customer identifier of the specific customer is different from the customer identifier associated with the management information already managed by the saving unit, the device management server notifies the management company that a trial of the service is carried out repeatedly. | 10-29-2015 |
20150317639 | Automated Remote Transaction Assistance - A customer uses a customer device to interact with an expert using a remote device in a real-time communication session. The expert drives the interactions and can activate peripherals on the customer device to capture information, which is automatically sent from the customer device to the remote device for consumption by the expert. | 11-05-2015 |
20150317640 | Methods and Systems for Providing Customer Relations Information - Methods and systems for providing information to a mortgage recipient or other customer of a financial institution. A system identifies potential customer inquiries and provides a list of scripts responsive to the potential customer inquiries. If none of the scripts address the customer's inquiry, the customer specifies the inquiry and an additional list of scripts is generated. The scripts include scripted text, account information, and financial transaction information. In one variation, the customer accesses a website maintained by the financial institution and views a script responsive to the inquiry. In another variation, the customer telephones a customer service agent who selects a script responsive to the inquiry, and reads the script to the customer. In yet another variation, the script is provided to the customer via an Interactive Voice Response system. | 11-05-2015 |
20150324804 | Automated Follow-Up Communications To Unsuccessful Communication Attempts - In some embodiments, a system facilitates receipt of a request from a user via a graphical user interface on a user device for a service agent to initiate a communication to the user using a first communication type. In response to receiving the request from the user, the system initiates a first communication attempt to the user using the first communication type. The system determines that the first communication attempt using the first communication type is not successful. The system accesses the rules for communicating with the user. In response to determining that the first communication attempt using the first communication type did not reach the first user, the system initiates a second communication attempt using a second communication type according to the rules for communicating with the user. | 11-12-2015 |
20150324806 | SYSTEMS AND METHODS FOR CUSTOMER CONTACT - A user of a personal computing device may identify an item of interest displayed in a user interface provided by a network-based service and would like to obtain more information. The user may submit one or more electronic contact requests to a contact service in communication with a contact distribution system in order to obtain more information. The contact distribution system determines accurate, real-time availability of service agents and enables communications between the customer and an agent to be established in accordance with user contact information provided by the user. | 11-12-2015 |
20150339676 | METHODS FOR PROVIDING CROSS-VENDOR SUPPORT SERVICES - After successfully authenticating a user of a mobile device, products that have been registered with the server are determined. For each of the registered products, a list of support options available to the user is determined for a corresponding registered product, the list of support options including a live support option and a self-support option. For the self-support option available to the corresponding registered product, articles associated with the corresponding registered product are identified that have been published in an online publication forum. For the live support option available a list of communication options is determined that is available for the user to establish a live communication session with a support agent. A personalized page to the mobile device to be displayed at a display of the mobile device, listing the registered products. Each product is associated with the support options available. | 11-26-2015 |
20150348048 | CUSTOMER COMMUNICATION ANALYSIS TOOL - Embodiments of the present invention help users (e.g., associates, customers, or the like) utilize communications to take actions with respect to systems or applications that do not directly allow for users to take actions using the communications. In some embodiments the communications are voice communications (e.g., phone calls, voice activation, voice services through the Internet, or the like) or written communications (e.g., e-mail communications, text communications, or the like) or other like voice communications or written communications. The present invention identifies keywords in the communications to determine the application for which the user wants to take an action, and the action that the user wants to take. The present invention takes the action within the application based on the keywords, or requests additional information from the user through the communication channel (or another communication channel). | 12-03-2015 |
20150348050 | HYBRID CLOUD ENCRYPTION METHOD - Contact centers receive work items for processing by resources, such as human or automated agents. Social media has become a popular medium to receive work items and communicate with customers. Legal concerns, such as those focused on customer privacy, may limit gathering and/or storing of certain customer data on resources controlled by the contact center or require the deletion of data collected from a revoked prior authorization. Storing at least some data, such as a token, within a customer's social media website allows a contact center to maintain connections, transactions, or other information related to a customer or a specific transaction with a customer as long as the customer and/or social media website chose not to delete the token. | 12-03-2015 |
20150348051 | Providing Recommendations Through Predictive Analytics - A recommendation engine analyzes metrics on an active support ticket to provide recommended solutions, technicians and offers. The recommendation can communicate with a predictive analysis engine to identify solutions, technicians, or offers that are highly correlated with the input parameters. In some embodiments, instructions can be provided to a client device for measuring a metric that is used as an input parameter of the predictive analysis engine. The customer or the technician can follow the instructions to measure the metric. | 12-03-2015 |
20150348052 | CRM-BASED DISCOVERY OF CONTACTS AND ACCOUNTS - In an example embodiment, a request to onboard a first user to a software tool is received. A first query is performed on information in a Customer Relationship Management (CRM) system to obtain a first set of CRM entities of a first type. Then a second query is performed on information in the CRM system to obtain a second set of CRM entities of the first type, the first and second queries designed to retrieve CRM entities related to the first user. Results of the first and second queries are stored in the software tool as a single data type, wherein the software tool is separate and distinct from the CRM system and is configured to provide insights into the results based at least in part on information from social network profiles related to the results. | 12-03-2015 |
20150348436 | METHOD OF PLACING AN ABSORBENT ARTICLE - A method for applying an absorbent article including capturing a still or video image of an absorbent article on an undergarment, submitting the still or video image of the absorbent article, and receiving output regarding the placement of the absorbent article. | 12-03-2015 |
20150356568 | Computer-Implemented System And Method For Dynamically Providing Guidance During Customer Interactions - Computer-implemented system and method for dynamically providing guidance during customer interactions are provided. Data associated with a plurality of completed customer interactions is obtained. One or more of the completed customer interactions are identified as successful customer interactions. An ongoing customer interaction is monitored. One or more of the successful customer interactions similar to the ongoing customer interaction are identified. Guidance is generated based on at least one of the similar successful interactions. The guidance is provided to one or more parties to the ongoing customer interaction. | 12-10-2015 |
20150356569 | PROXIMITY-BASED INFORMATION AND AREA OF RELEVANCE - A system for managing an end-user's request for information and entertainment. This information can be retrieved using a mobile device or kiosk with a computer, using software over the Internet. Applications include any areas including commercial, industrial, and government where groups of people congregate such as trade shows, retail stores, restaurants, offices, manufacturing plants, and governmental buildings. The system provides both audio and text information and entertainment from a plurality of sources. These sources include information and entertainment from the local environment or ‘on-site’ information, and from a remote environment. These locations can also retrieve information from the end-user and/or end-user's device. This information can be product feedback, customer service opinions, product information requests, usage patterns, or the like. | 12-10-2015 |
20150363787 | HANGOUT BASED VIDEO RESPONSE UNIT FOR CONTACT CENTERS - The present disclosure includes an apparatus and method for automated human-computer interaction. In some embodiments, the automated human-computer interaction occurs in a virtual environment and includes multimedia communications. Video, audio, and/or textual interactions are among the various forms of communication supported during the automated human-computer interaction. In some instances, the automated human-computer interaction occurs in a virtual environment to assist a customer during a customer service call. | 12-17-2015 |
20150363788 | SYSTEMS AND METHODS FOR MANAGING DISTRIBUTED SALES, SERVICE AND REPAIR OPERATIONS - The systems and methods of the present disclosure are generally related to managing distributed sales, service and repair operations. In particular, the systems and methods of the present disclosure relate to managing a distributed network of sales, service and/or repair operations that include automated features. | 12-17-2015 |
20150363789 | SYSTEM AND METHOD FOR PAYMENT CARD INDUSTRY COMPLIANCE - A system for providing Payment Card Industry (PCI) compliance for a contact center is disclosed. The system includes a monitoring module configured to monitor a communication session between an agent and a customer. At least one image associated with the agent's computer screen is captured during the communication session. An analysis module is configured to compare the at least one image with at least one predefined image. A control module is configured to control a recording of information associated with the communication session based on the comparison. | 12-17-2015 |
20150371236 | ISSUE RESPONSE AND PREDICTION - Systems and methods of presentation of a response related to a dispute element are herein disclosed. A request from a device associated with a first user is received. The request including a request to access a customer service page with information related to a transaction between the first user and a second user. Transaction characteristics of the transaction and user characteristics of the first user may be identified. A dispute element associated with the transaction is detected based on the transaction characteristics and the user characteristics of the first user. A response related to the detected dispute element is generated. Presentation of the response related to the detected dispute element is caused. | 12-24-2015 |
20150371237 | ONE TOUCH CUSTOMER SERVICE - A method and system for customer support, wherein a request for customer support is sent via user device comprising a one-touch button for initiating contact with the customer support center. A customer support center receives the request and can initiate communications with a user. The means of communication between the customer support center and the user is based on user information sent with the request. | 12-24-2015 |
20150379520 | Identifying Discrepancies and Responsible Parties in a Customer Support System - A mechanism is provided for improving customer satisfaction. Natural language processing (NLP) is utilized to identify information from a customer ticket that addresses a customer issue thereby forming one or more pieces of NLP identified information. Each piece of NLP identified information is analyzed to identify one or more responsible parties responsible for delays in addressing the customer issue. Responsive to identifying at least one responsible party responsible for at least one delay in addressing the customer issue, an indication flag is created for the responsible party. A notification of the at least one responsible party responsible for the at least one delay in addressing the customer issue is then sent. | 12-31-2015 |
20150379647 | SUGGESTED ACCOUNTS OR LEADS - In an example embodiment, a request to onboard a first user to a sales tool is received. Then usage information related to the first user is retrieved from a social networking service. One or more entities may then be generated in the sales tool based on the usage information from the social networking service. A score can be calculated for each of the one or more entities, the score indicating a likelihood that the first user will wish to receive insights regarding the one or more entities from the sales tool. Then the one or more entities are ranked based on the calculated score for each of the one or more entities. The one or more entities can be added as entries in the sales tool based on the ranking. | 12-31-2015 |
20160005048 | DETERMINATION OF CUSTOMER PRESENCE BASED ON COMMUNICATION OF A MOBILE COMMUNICATION DEVICE DIGITAL SIGNATURE - Systems, apparatus, and computer program products provide for monitoring an area within or proximate to a place of business for digital signatures of mobile communication devices, such as cellular devices or wearable communication devices. The captured digital signatures are then matched to digital signatures associated with existing customers of the business to determine the presence of the existing customer within or proximate to the place of business. Once the presence of the existing customer within or proximate to the business is known, the business can access other relevant information, such as customer profile information, prior transaction/interaction information or the like to enhance the customer's current interaction with the business. Moreover, once the presence of the existing customer is known, location determining mechanisms may implemented to track the location of the known customer within or proximate to the place of business for the purpose of positively identifying the known customer. | 01-07-2016 |
20160012449 | IDENTIFICATION OF CUSTOMERS ELIGIBLE FOR ADDITIONAL ASSISTANCE PROGRAMS BASED ON INDOOR POSITIONING SYSTEM DETECTION OF PHYSICAL CUSTOMER PRESENCE | 01-14-2016 |
20160012450 | IDENTIFICATION OF ALTERNATE MODES OF CUSTOMER SERVICE BASED ON INDOOR POSITIONING SYSTEM DETECTION OF PHYSICAL CUSTOMER PRESENCE | 01-14-2016 |
20160012451 | COMBINED APPLICATION PROGRAMMING INTERFACE AND DEVICE MANAGEMENT FOR REMOTE DEVICE DIAGNOSTICS AND MANAGEMENT | 01-14-2016 |
20160019550 | SERVICE CLOUD CONSOLE - Disclosed are some examples of methods, apparatus, systems and computer program products related to a user interface providing a call center service. In some implementations, the user interface presents session tabs and application tabs. A session tab can have a parent-child relationship with an application tab. Customer data can be retrieved from a database, where the customer data includes account data and child data. The customer data can be provided to cause display in the user interface of the account data in association with a first session tab and the child data in association with a first application tab. Edits to the child data can cause the first application tab to be designated as unsaved. | 01-21-2016 |
20160019551 | SYSTEM AND METHOD FOR PROCESSING CUSTOMER SERVICE REQUESTS USING AN ELECTRONIC DEVICE - An illustrative example system that facilitates honoring customer service requests includes a mobile station including an application that provides an indication to a user when the user is at a participating establishment where the user can use the application to request customer service through the application. A service management device is configured to receive a wireless communication from the mobile station indicating a customer service request and determine an approximate location where service is desired including identifying the participating establishment. A service request response device at the participating establishment includes a user interface that is configured to provide information regarding the request to allow an appropriate individual to respond to the request. The service request response device provides an indication of the acknowledgement to the service management device. The service management device is configured to communicate an indication of the acknowledgement to the customer. | 01-21-2016 |
20160019552 | SYSTEM AND METHOD FOR USING SOCIAL MEDIA INFORMATION TO IDENTIFY AND CLASSIFY USERS - Systems and methods include an application programming interface that enables a service provider system to interact with a social media system, a database associated with the customer service provider system, an empathy processor that transmits a request for empathy data to the social media system via a network using the application programming interface, wherein the request includes one or more keywords, and receives one or more empathy data segments from the social media system, wherein each of the one or more empathy data segments are associated with a user, a rules processor that evaluates the one or more empathy data segments based on a plurality of criteria, identifies the respective user associated with each of the one or more empathy data segments, and stores this classification in the database, and an alert processor associated with the customer service system that generates an alert based on the classification of the user. | 01-21-2016 |
20160034905 | BROADCASTING INCIDENT RESOLUTION INFORMATION TO SERVICE DESK STAFF MEMBERS - A service desk is managed by broadcasting a symptom and a root cause of a customer incident to service desk staff members. In response to receiving input of a service desk staff member, the symptom and the root cause of the customer incident may be stored in a personal knowledge base of the service desk staff member. A personal memory trigger may also be received from the service desk staff member, and the personal memory trigger may also be stored in the personal knowledge base. The personal memory trigger may include free-form text that has meaning to the service desk staff member relative to a given incident. The symptom and root cause of a customer incident may be retrieved from the personal knowledge base of the service desk staff member in response to receiving at least some of the free-form text from the service desk staff member. | 02-04-2016 |
20160042358 | MAPPING USER ACTIONS TO HISTORICAL PATHS TO DETERMINE A PREDICTED ENDPOINT - A first signature log generated by a first processing system is received. A first listing of the recorded series of user inputs included in the signature log is compared to at least one historical log indicating at least one historical path, each historical path including at least second listing of a series of historical user inputs that corresponds to a historical endpoint in the computer program. Responsive to comparing the first listing of the recorded series of user inputs to the at least one historical log, the historical path to which the recorded series of user inputs at least partially corresponds is identified and the at least one historical endpoint is identified as a predicted endpoint in the computer program. Based on the predicted endpoint, a predicted path corresponding to the predicted endpoint in the computer program is selected and output. | 02-11-2016 |
20160042360 | METHODS AND SYSTEMS FOR PROVIDING MOBILE CUSTOMER SUPPORT - Methods, systems, and computer program products are provided for mobile customer support. A customer service request is received at a mobile device from a user associated with the mobile device to access a customer service feature of an application associated with the mobile device. In response to the request, a user context is determined by at least one of saving a state of the application, storing data associated with the application or accessing user activity associated with the application. A communication request comprising the user context is sent to a customer service center (“CSC”) associated with the customer service feature. Communication between the CSC and the user is enabled, wherein the CSC accesses the user context and uses the user context during the communication. | 02-11-2016 |
20160048841 | SEAMLESS CUSTOMER TRANSFER IN A VIDEO CONFERENCING SYSTEM - Systems, apparatus, and computer program products are provided for seamlessly transferring customers from one specialist to another specialist during an ongoing video conferencing communication session. In specific embodiments of the invention, simultaneous communication is provided amongst the customer, the transferor (or first) specialist and the transferee (or second) specialist, prior to the first specialist departing the communication session. In one specific embodiment, simultaneous communication provides for dual screen display, in which the customer views and communicates with both specialists simultaneously, while the specialists view and communicate with the customer and the other specialist. In additional embodiments of the invention, in which information pertaining to the customer may have privacy concerns, customer information exchange rules are implemented to automatically determine which information accessible to the first specialist can be communicated to the second specialist prior to the seamless transition. | 02-18-2016 |
20160048842 | SYSTEM AND METHOD FOR FINANCIAL TRANSFERS FROM A FINANCIAL ACCOUNT USING SOCIAL MEDIA - A system and method includes a communication interface of a customer service system that receives, via a network, a request from a customer device to link a social media account and at least one customer device with the customer service system, a social linking application programming interface that enables a social network system to interact with the customer service system and links the customer device to the social media account, a database that stores the link between the customer device and the social media account, a location detector that detects the at least one linked customer device when the at least one customer device is within a predetermined range of a customer service device associated with the customer service system, an alert system that generates a notification based on the customer device being within a predetermined range of the customer service device, a processor that interacts with the social linking application programming interface analyzes the linked social media account to determine at least one customer interest and generate a listing of customer service offers based on the at least one customer interest. The alert system automatically provides at least one of the customer service offers to the customer device. | 02-18-2016 |
20160055488 | LIGHT-BASED DATA ENTRY FOR PERSONAL INVENTORY AND PRODUCT SUPPORT SYSTEM - A method and apparatus for light-based data communication for a personal inventory and product support system are described. In one embodiment, the method comprises using a device associated with a user, including capturing visible light carrying data identifying a product, obtaining the data identifying the product from the captured visible light, configuring the device to receive product support content for the product based on the identifying data, the product support content having been curated from a plurality of content servers on behalf of the user, receiving a notification that curated product support content for the product is available, and presenting the curated product support content to the user. | 02-25-2016 |
20160063508 | COMMUNICATION SYSTEM, IMAGE PROCESSING APPARATUS, METHOD FOR CONTROLLING IMAGE PROCESSING APPARATUS, AND STORAGE MEDIUM - A communication system includes an image processing apparatus, an information processing apparatus configured to perform remote support on the image processing apparatus, and a management server configured to manage information relating to the image processing apparatus. Upon accepting a remote support service start request issued from the image processing apparatus, if the information managed by the management server is not the latest information, the image processing apparatus issues a request regarding the latest information and start of the remote support service to the management server. On the other hand, if the information managed by the management server is the latest information, the image processing apparatus issues a request regarding start the remote support service without updating the information. | 03-03-2016 |
20160078449 | Two-Way Interactive Support - Systems, methods and apparatuses providing two-way interactive customer service support. In some examples, a user may request customer service via an augmented reality device. The augmented reality device may include a camera or other device configured to capture images of what the user is viewing. The images captured may be streamed to a computing device of a customer service associate assisting the user. The customer service associate may then move a cursor over the display of the video stream from the augmented reality device. The cursor movements may be indicative of actions the user may mimic on his or her own computing device in order to access functionality, resolve an issue, or the like. The coordinates of the cursor movement may be captured and transmitted to the augmented reality device. The cursor movement may then be replicated on a display of the augmented reality device based on the received coordinates. | 03-17-2016 |
20160086191 | SENSOR DATA GATHERING - A sensor data gathering environment that associates a sensor with a smart tag attached to a product. The sensor receives product identification data from the smart tag. An application, web service or a computing device associated with the sensor collects customer behavior data, such as a length of time the sensor is associated with the smart tag, the proximity of the sensor to the smart tag, the location of the sensor while in a threshold distance from the smart tag, and the like. The application, web service or the computing device associated with the sensor transmits the product identification data and the customer behavior data to a remote computing system for analysis. Based on the analysis, a message or communication is initiated to provide the customer with personalized customer service. | 03-24-2016 |
20160092883 | TIMELINE-BASED VISUALIZATION AND HANDLING OF A CUSTOMER - A system and method for navigating a customer management application hosted on an electronic device is provided. Using the customer management application, a user may review data from a plurality of applications and data sources. In addition, the data may be arranged along one or more timeline displays. For example, the system and method may display a timeline having first and second timescales, display one or more entries along the timeline, each of the entries containing one or more corresponding events, detect a user input though an input detector of the electronic device, and upon detecting the user input, vary the timeline according to the user input. | 03-31-2016 |
20160110723 | ISSUE EXTRACTION BASED ON TICKET MINING - Described herein are a method and a system for extracting issues based on ticket mining. In one implementation, a plurality of tickets comprising descriptions of the issues in computing systems are received. The received descriptions are then cleaned by removing unwanted details. Upon cleaning, the clean descriptions are mapped with descriptions stored in service catalog data to obtain unmapped clean descriptions. In an example, the unmapped clean descriptions include one of user-generated descriptions, system-generated descriptions, and both the user-generated descriptions and the system-generated descriptions. For the user-generated descriptions; the issues are extracted by pre-processing the user-generated descriptions, determining keywords from the processed unmapped clean descriptions, constructing n-grams of keywords from the extracted keywords, and extracting the n-grams of keywords as the issues present in the computing systems. | 04-21-2016 |
20160125418 | CUSTOMER CONFIGURABLE SUPPORT SYSTEM - A customer configurable support system and methods for controlling the same are provided. The customer configurable support system, for example, may include, but is not limited to, a memory configured to store control data and production data, the production data comprising data used by each of the plurality of customer systems to control the operation of at least one configurable component for each of the plurality of customer systems, and a processor communicatively coupled to the memory, the processor configured to receive work package data, the work package data including a first update to at least one of the control data and the production data stored in the memory, receive a selection of at least a subset of the plurality of customer system to receive the work package data, and transmit the work package data to the selected plurality of customer systems. | 05-05-2016 |
20160125419 | SPEECH ANALYSIS AND EVALUATION SYSTEM AND METHOD - A speech analysis and evaluation system and method where behavioral and conversational features of successful customer representatives are determined. Reference models are obtained by analyzing the voices of the successful customer representatives. A successful customer representative is the one that increases customer's satisfaction as a result of a conversation with a customer. Reference models that are generated by analyzing the voices of successful customer representatives are used for recruitment and training purposes. | 05-05-2016 |
20160125420 | PROVIDING FEEDBACK-BASED RATE ADJUSTMENT FOR ELECTRONIC COMMUNICATION SERVICES - Various embodiments directed to the calculation, assessment, and adjustment of costs assessed to senders of unwanted messages, such as email messages, are described. In one embodiment, feedback data associated with emails transmitted on behalf of a sender is received, and complaint data associated with the sender is updated based on the feedback data. Further, one or more complaint thresholds for one or more time intervals are determined. The complaint thresholds can be determined based on a volume of messages sent by the sender over one or more time periods, for example, or other factors. A cost is assessed to the sender in response to a comparison of the complaint data to one or more of the complaint thresholds. Additionally or alternatively, costs to the sender can be adjusted in response to the comparison of the complaint data to the complaint thresholds. | 05-05-2016 |
20160132892 | METHOD AND SYSTEM FOR ESTIMATING CUSTOMER SATISFACTION - Method, system, and programs for estimating customer satisfaction associated with a customer are disclosed. In one example, a plurality of time series is obtained. Each time series comprises observations for one of a plurality of events associated with the customer. Each observation for each of the events is made with respect to a time period. A plurality of individual measures is estimated. Each of the individual measures is associated with one of the plurality of events. Each individual measure is estimated based on a time series including a plurality of observations associated with the event. Information is received indicative of a number of events selected from the plurality of events. An aggregated measure is computed indicative of a degree of satisfaction of the customer based on individual measures associated with the number of events. | 05-12-2016 |
20160132893 | SYSTEM AND METHOD FOR RETURNED GOODS MANAGEMENT - A solution for centralized management of returned goods transactions is described. The solution may receive a returned good content that comprises a picture of a returned good. From the picture, the returned good may be categorized as one of a repairable item or an item that should be scrapped. A centralized database may be kept for the purpose of tracking the repair or scrap of the returned good and documenting various events and data associated with the returned good. From the database, a returned goods report that is useful for indicating a chargeback amount owed a retailer for losses associated with one or more returned goods over a period of time may be generated. Advantageously, because the solution herein is centralized between a retailer and a supplier, a transparent and accurate accounting of chargeback amounts may be provided to both the retailer and the supplier. | 05-12-2016 |
20160132894 | DIGITAL COMPANION WRAP PACKAGES ACCOMPANYING THE SALE OR LEASE OF A PRODUCT AND/OR SERVICE - Creating and delivering a digital companion in response to the sale and/or lease of a product and/or service. The digital companion is delivered in the form of a wrapped package of cards. With wrap packages, each card is selectively authored to include (i) media content, (ii) application functionality and/or (iii) e-commerce related services. In addition, the cards are authored in one or more linear sequences. With digital companion wrap packages, the user experience when browsing is largely dictated by the author/retailer, not the customer. As a result, digital companion wrap packages have the unique ability to convey a “story”, with an intertwined a palette of services, functions and experiences included therein, that unfolds as the individual cards are browsed in the one or more sequences, similar to the turning of the pages of a book. | 05-12-2016 |
20160132895 | METHOD OF INTERNET REAL-TIME CUSTOMER SERVICE - The present invention provides a method of Internet real-time customer service, including the steps of: providing an online customer service system connected to Internet; providing an exclusive login data to the website operator registering to the online customer service system; for customer service staff of website operator using the exclusive login data to log in to the online customer service system for the online customer service system to enable customer service staff of website operator able to monitor the website; and when visitor visiting the website, the online customer service system providing a plurality of interaction channels between the customer service staff and the visitor as the basis of interaction so that the customer service staff and the visitor able to select from a plurality of interaction channels for interacting with each other. | 05-12-2016 |
20160140675 | Method and System for Increasing Utilization of Hotel Hospitality User Services - The disclosure provides a method and system for increasing utilization of hotel hospitality user services by hotel guest users. | 05-19-2016 |
20160162905 | METHOD AND APPARATUS FOR LINKING DEVICE APPLICATIONS TO A CUSTOMER SERVICE INTERFACE - A device application is linked to a customer service interface. Information related to a user and to one or more user interactions is stored with an application associated with a user device. The information related to the user and the one or more user interactions configures an interaction context. A request to communicate with a customer service interface is received from the user during an on-going user interaction with the application. An authentication of the user is performed upon receiving the user request. The interaction context is provided to the customer service interface upon authenticating the user. The authentication of the user and the providing of the interaction context facilitate a seamless continuation of the on-going user interaction from the application associated with the user device to the customer service interface. | 06-09-2016 |
20160180346 | SYSTEM AND METHOD FOR INTERMEDIARY AGENCY TO FIND BETTER SERVICE PROVIDERS | 06-23-2016 |
20160180347 | FRUGAL USER ENGAGEMENT HELP SYSTEMS | 06-23-2016 |
20160189163 | LEAD MANAGEMENT LIFE FLOW - Embodiments of the invention provide for lead management life flow. A lead management life flow method includes storing lead records in a database coupled to a CRM system, each record storing an identity of a lead, a telephone number for the lead, and a counter indicating a number of attempts to contact the lead. Each lead record is assigned to one or more lead development representatives registered with the CRM system. Thereafter, a number of attempts to contact the leads by the representatives is periodically tracked and the counter for each lead incremented in response to a failed attempt to contact the lead. Finally, the counter is compared to a pre-determined value. If too many attempts to contact the lead resulting in failure are determined to have transpired based upon the comparison of the counter to the value, the lead is reclassified in the database as a dead prospect. | 06-30-2016 |
20160189164 | SYSTEM AND METHOD FOR MANAGING CUSTOMER INTERACTIONS - A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retrieved data. | 06-30-2016 |
20160196561 | ORGANIZING AND CLASSIFYING SOCIAL MEDIA CONVERSATIONS TO IMPROVE CUSTOMER SERVICE | 07-07-2016 |
20160196562 | CUSTOMER AND BUSINESS INTERACTION SYSTEMS AND METHODS | 07-07-2016 |
20160203493 | ELECTRONIC SHOP CUSTOMER REGISTRATION METHOD | 07-14-2016 |
20160253676 | TROUBLESHOOTING A PROBLEM WITH USER EQUIPMENT BASED ON A LOCATION OF A USER | 09-01-2016 |
20160379222 | ESCALATION OF COMMUNITY CONTENT TO ASSOCIATED CASE - Disclosed are methods, apparatus, systems, and computer program products for escalating community content to an associated case. Characteristics of community content can be compared with rules to generate a customer service case record based on the community content. | 12-29-2016 |
20180025361 | DATABASE MANAGEMENT METHODS, SYSTEMS, AND DEVICES FOR IDENTIFYING RELATED CUSTOMER SUPPORT TICKETS | 01-25-2018 |
20220138762 | CUSTOMIZED ITEM SELF-RETURNS SYSTEM - Examples provide customized authorization of item self-returns. A customized returns manager component calculates a customized return-trust score and a per-item return value based on analysis of item data and transaction history data. If a per-user return-trust score is within an unacceptable threshold range or an item value is within an unacceptable threshold value range, a second user is assigned to assist a first user with completion of the proposed return of the selected item. If the per-user return-trust score and the item value is within an acceptable threshold range, a return authorization component authorizes unassisted self-return of the selected item. An item disposition component determines in real-time whether to permit the first user to keep the selected item or instruct the first user to return the selected item to a designated item return area prior to completion of the item return based on a set of item disposition criteria. | 05-05-2022 |