Product customer support in a virtual universe

• US 10,229,420 B2
• Filed: 06/05/2008
• Issued: 03/12/2019
• Est. Priority Date: 06/05/2008
• Status: Active Grant

• Current Assignee: Kyndryl Incorporated
• Original Assignee: International Business Machines Corporation
• Inventors: Hamilton, II, Rick A., O'Connell, Brian M., Pickover, Clifford A., Walker, Keith R.
• Primary Examiner(s): Scheunemann, Richard N
• Application Number:
  US12/133,466
• Publication Number:
  US 20090307023A1
• Time in Patent Office: 3,932 Days
• Field of Search: 705 10, 704270, 715757
• CPC Class Codes: G06Q 30/012 Providing warranty services
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

The present invention relates to virtual universe product customer support. A method for providing customer service in a virtual universe in accordance with an embodiment of the present invention includes: determining that a real-world product may have a problem; collecting information associated with the product; analyzing the collected information at a support location service in the virtual universe to determine a land location within the virtual universe of a product support center for the product; and providing an avatar with a teleportation invitation to the product support center.

Claims

1. A method for providing customer service in a virtual universe using at least one computing device, comprising:

analyzing information associated with a real-world product with a problem at a support location service in the virtual universe to determine a land location within the virtual universe of a product support center for the product,

wherein the product support center is controlled by a common commercial entity related to the support location service, the common commercial entity providing at least one of;

the real-world product or a related service for the real-world product to a user of the real-world product;

providing an avatar, controlled by the user, with a teleportation invitation to the product support center, using the at least one computing device;

providing an automated avatar at the product support center in response to the avatar accepting the teleportation invitation, using the at least one computing device; and

using the automated avatar to demonstrate at least one possible solution for the problem,

wherein the automated avatar demonstrates the at least one solution using a graphic virtual rendering of the product and a graphic virtual rendering of the solution in the virtual universe.

2. The method of claim 1, further comprising:

teleporting the avatar to the support location service.

3. The method of claim 1, further comprising:

providing automated assistance for the problem at the product support center.

4. The method of claim 1, further comprising:

providing interactive assistance for the problem with a human support technician at the product support center,

wherein the providing of the interactive assistance with the human support technician is performed in response to the at least one possible solution presented by the automated avatar failing to resolve the problem,

wherein the support technician interacts via the virtual universe to demonstrate at least one possible solution for the problem.

5. The method of claim 4, wherein the support technician demonstrates the at least one solution using the virtual rendering of the product.

6. The method of claim 4, wherein the providing of the interactive assistance for the problem with a human support technician at the product support center further comprises:

determining if a support technician is available;

in the case that a support technician is not available, allowing the avatar to exit the product support center and sending the avatar a recall teleport invitation when a support technician becomes available.

7. The method of claim 1, further comprising collecting information associated with the product, wherein the collecting comprises at least one of:

manually inputting the information to the support location service;

reading a radio frequency identification (RFID) tag;

reading a bar code;

self-reporting by the product via a network;

or

selecting a virtual rendering of the product from a virtual universe inventory.

8. A computer system comprising:

at least one computing device configured to provide customer service in a virtual universe by performing actions comprising;

analyzing information associated with a real-world product with a problem at a support location service in the virtual universe to determine a land location within the virtual universe of a product support center for the product,

wherein the product support center is controlled by a common commercial entity related to the support location service, the common commercial entity providing at least one of;

the real-world product or a related service for the real-world product to a user of the real-world product;

providing an avatar, controlled by the user, with a teleportation invitation to the product support center;

providing an automated avatar at the product support center in response to the avatar accepting the teleportation invitation; and

using the automated avatar to demonstrate at least one possible solution for the problem,

wherein the automated avatar demonstrates the at least one solution using a graphic virtual rendering of the product and a graphic virtual rendering of the solution in the virtual universe.

9. The system of claim 8, wherein the at least one computing device is further configured to perform actions comprising:

teleporting the avatar to the support location service.

10. The system of claim 8, wherein the at least one computing device is further configured to perform actions comprising:

providing automated assistance for the problem at the product support center.

11. The system of claim 8, wherein the at least one computing device is further configured to perform actions comprising:

providing interactive assistance for the problem with a human support technician at the product support center,

wherein the providing of the interactive assistance with the human support technician is performed in response to the at least one possible solution presented by the automated avatar failing to resolve the problem,

wherein the support technician interacts via the virtual universe to demonstrate at least one possible solution for the problem.

12. The system of claim 11, wherein the support technician demonstrates the at least one solution using the virtual rendering of the product.

13. The system of claim 11, wherein the providing of the interactive assistance for the problem with a human support technician at the product support center further comprises:

determining if a support technician is available; and

in the case that a support technician is not available, allowing the avatar to exit the product support center and sending the avatar a recall teleport invitation when a support technician becomes available.

14. The system of claim 8, further comprising collecting the information associated with the product, wherein the collecting comprises at least one of:

manually inputting the information to the support location service;

reading a radio frequency identification (RFID) tag;

reading a bar code;

self-reporting by the product via a network;

or

selecting a virtual rendering of the product from a virtual universe inventory.

15. A computer program product stored on a non-transitory computer readable medium, which when executed, provides customer service in a virtual universe, the computer readable medium comprising program code for:

analyzing information associated with a real-world product with a problem at a support location service in the virtual universe to determine a land location within the virtual universe of a product support center for the product,

wherein the product support center is controlled by a common commercial entity related to the support location service, the common commercial entity providing at least one of;

the real-world product or a related service for the real-world product to a user of the real-world product;

providing an avatar, controlled by the user, with a teleportation invitation to the product support center;

providing an automated avatar at the product support center in response to the avatar accepting the teleportation invitation, using the at least one computing device; and

using the automated avatar to demonstrate at least one possible solution for the problem,

wherein the automated avatar demonstrates the at least one solution using a graphic virtual rendering of the product and a graphic virtual rendering of the solution in the virtual universe.

16. A method for providing customer service in a virtual universe using at least one computing device, comprising:

analyzing information associated with a real-world product with a problem at a support location service in the virtual universe to determine a land location within the virtual universe of a product support center for the product,

wherein the product support center is controlled by a common commercial entity related to the support location service, the common commercial entity providing at least one of;

the real-world product or a related service for the real-world product to a user of the real-world product;

providing an avatar, controlled by the user, with a teleportation invitation to the product support center;

providing an automated avatar at the product support center in response to the avatar accepting the teleportation invitation, using the at least one computing device;

using the automated avatar to demonstrate at least one possible solution for the problem,

wherein the automated avatar demonstrates the at least one solution using a graphic virtual rendering of the product and a graphic virtual rendering of the solution in the virtual universe;

providing interactive assistance for the problem with a human support technician at the product support center in response to the at least one possible solution presented by the automated avatar failing to resolve the problem with the real-world product,

wherein the support technician interacts via the virtual universe to demonstrate at least one possible solution for the problem.