Generating and providing a self-service demonstration to facilitate performance of a self-service task

• US 10,430,801 B2
• Filed: 04/22/2015
• Issued: 10/01/2019
• Est. Priority Date: 04/22/2015
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture Global Services Limited (Accenture PLC)
• Inventors: Engles, Edward R., Klimek, David
• Primary Examiner(s): Waesco, Joseph M
• Application Number:
  US14/692,831
• Publication Number:
  US 20160314473A1
• Time in Patent Office: 1,623 Days
• Field of Search: None
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

A device may obtain a user identifier associated with a user. The device may identify a self-service task to be performed by the user using a user device. The self-service task may be a task that does not require the user to interact with another person. The device may obtain account information, specific to the user, based on the user identifier and the self-service task. The device may generate a self-service demonstration that includes instructions for performing the self-service task, media content for communicating the instructions, and the account information specific to the user. The device may provide the self-service demonstration for presentation to the user. The device may receive an indication of an interaction, by the user, with the self-service demonstration. The interaction may include user input, and the device may modify the account information based on the user input.

Claims

1. A device, comprising:

one or more memories; and

one or more processors, communicatively coupled to the one or more memories, to;

provide a user interface to a user device,

the user interface being provided by executing an application;

obtain a user identifier associated with a user of the user device,

the user identifier being obtained via the user interface;

provide, via the user interface, a list of self-service tasks that the user may perform via a web self-service;

identify a self-service task from the list of the self-service tasks to be performed by the user using the user device,

the self-service task being a task that does not require the user to interact with another person,

the self-service task being identified by the user selecting the self-service task via the user interface,

the self-service task to be performed via an input mechanism,

information identifying the self-service tasks being stored in a data structure of the device,

the data structure of the device associating the self-service tasks with one or more types of account information;

obtain account information, specific to the user, based on the user identifier and the self-service task;

identify a code template based on the self-service task;

generate code for a self-service demonstration using the code template that includes;

first code for instructions for performing the self-service task,

second code for media content for communicating the instructions,

the media content including at least one of;

 

video content,

 

audio content,

 

textual content, or

 

graphical content, and

third code for providing the account information specific to the user,

the media content being based on the account information specific to the user;

execute the code for the self-service demonstration for presentation to the user via the user interface,

the self-service demonstration and the self-service task being provided via a single user interface without leaving a flow of the instructions provided in the self-service demonstration,

the single user interface including at least one of audio or visual content provided via the self-service demonstration to guide the user through the self-service task,

 

the at least one of the audio or visual content being provided via the self-service demonstration upon execution of the code, and

the self-service demonstration including a plurality of stages,

each stage of the plurality of stages requiring user input prior to moving to a next stage;

receive an indication of an interaction, by the user, with the self-service demonstration,

the interaction with the self-service demonstration including the user input to perform the self-service task via the input mechanism; and

modify the account information based on the user input.

2. The device of claim 1, where the one or more processors, when obtaining the account information, are further to:

determine a self-service task identifier that identifies a type of the self-service task;

determine, based on the self-service task identifier, a type of account information associated with the self-service task; and

obtain the account information based on the user identifier and the type of account information.

3. The device of claim 1, where the self-service demonstration includes a video that includes the account information.

4. The device of claim 1, where the code template includes:

the code for generating the self-service demonstration; and

a code insertion indicator that indicates a location, in the code, where the account information is to be inserted.

5. The device of claim 1, where the one or more processors, when generating the self-service demonstration based upon the code template, are further configured to:

identify the code template based on the self-service task,

the code template including;

the code for generating the self-service demonstration, and

a code insertion indicator that indicates a location, in the code, where the account information is to be inserted; and

insert the account information in the location in the code indicated by the code insertion indicator.

6. The device of claim 1,

where the one or more processors, when providing the self-service demonstration, are further configured to:

provide the code for the self-service demonstration to the user device.

7. The device of claim 1, where the one or more processors, when modifying the account information, are further configured to:

add information to a user account of the user;

remove information from the user account;

or

modify information in the user account.

8. A non-transitory computer-readable medium storing instructions, the instructions comprising:

one or more instructions that, when executed by one or more processors, cause the one or more processors to;

provide a user interface to a user device,

the user interface being provided by executing an application;

determine a user identifier associated with a user of the user device who is to perform a self-service task,

the self-service task being a task that does not require the user to interact with another person,

the user identifier being obtained via the user interface;

provide, via the user interface, a list of self-service tasks that the user may perform via a web self-service;

identify the self-service task of the list of the self-service tasks to be performed by the user,

the self-service task being identified by the user selecting the self-service task via the user interface,

the self-service task to be performed via an input mechanism,

information associated with the self-service tasks being stored in a data structure of a device,

the data structure of the device associating the self-service tasks with one or more types of account information;

obtain account information, associated with the user, based on the user identifier and the self-service task;

identify a code template based on the self-service task;

generate code, for a self-service demonstration, using the code template that includes;

first code for an instruction for performing the self-service task,

second code for media content that communicates the instruction, and

third code for providing the account information associated with the user;

execute the code for the self-service demonstration for presentation to the user via the user interface,

the self-service demonstration and the self-service task being provided via a single user interface without leaving a flow of the instructions provided in the self-service demonstration,

the single user interface including at least one of audio or visual content provided via the self-service demonstration to guide the user through the self-service task,

 

the at least one of the audio or visual content being provided via the self-service demonstration upon execution of the code, and

the self-service demonstration including a plurality of stages,

 

each stage of the plurality of stages requiring user input prior to moving to a next stage;

receive an indication of an interaction, by the user, with the self-service demonstration,

the interaction with the self-service demonstration including the user input to perform the self-service task via the input mechanism; and

modify the account information based on the user input to perform the self-service task.

9. The non-transitory computer-readable medium of claim 8, where the one or more instructions, that cause the one or more processors to obtain the account information, further cause the one or more processors to:

determine a type of account information associated with the self-service task; and

obtain the account information based on the type of account information.

10. The non-transitory computer-readable medium of claim 8, where the self-service demonstration includes audio that includes the account information.

11. The non-transitory computer-readable medium of claim 8, where the one or more instructions, that cause the one or more processors to generate the code for the self-service demonstration based upon the code template, further cause the one or more processors to:

identify the code template based on the self-service task,

the code template including a code insertion indicator that indicates a location, in the code, where the account information is to be inserted;

insert the account information in the location in the code indicated by the code insertion indicator; and

generate the code for the self-service demonstration based on inserting the account information in the location in the code.

12. The non-transitory computer-readable medium of claim 8, where the one or more instructions, when executed by the one or more processors, further cause the one or more processors to:

identify modified account information based on modifying the account information; and

store the modified account information to complete performance of the self-service task.

13. The non-transitory computer-readable medium of claim 8, where the one or more instructions, that cause the one or more processors to modify the account information, further cause the one or more processors to:

add information to a user account of the user;

remove information from the user account;

or

modify information in the user account.

14. The non-transitory computer-readable medium of claim 8, where the self-service task includes at least one of:

changing personal information stored in a user account of the user;

or

modifying a service associated with the user account.

15. A method, comprising:

providing, by a device, a user interface to a user device,

the user interface being provided by executing an application;

determining, by the device, a user identifier associated with a user of the user device who is to perform a self-service task,

the self-service task being a task that does not require the user to interact with another person,

the user identifier being obtained via the user interface;

providing, by the device and via the user interface, a list of self-service tasks that the user may perform via a web self-service;

identifying, by the device, a self-service task identifier that identifies the self-service task of the list of the self-service tasks to be performed by the user,

the self-service task being identified by the user selecting the self-service task via the user interface,

the self-service task to be performed via an input mechanism,

information associated with the self-service tasks being stored in a data structure of the device,

the data structure of the device associating the self-service tasks with one or more types of account information;

obtaining, by the device and based on the self-service task identifier and the user identifier, account information associated with a user account of the user;

generating, by the device, code for a self-service demonstration that includes;

first code for providing the account information associated with the user,

second code for directions for performing the self-service task, and

third code for media content for communicating the directions;

executing, by the device, the code for the self-service demonstration for presentation to the user device via the user interface,

the self-service demonstration and the self-service task being provided via a single user interface without leaving a flow of instructions provided in the self-service demonstration,

the single user interface including at least one of audio or visual content provided via the self-service demonstration to guide the user through the self-service task,

the at least one of the audio or visual content being provided via the self-service demonstration upon execution of the code, and

the self-service demonstration including a plurality of stages,

each stage of the plurality of stages requiring user input prior to moving to a next stage;

receiving, by the device, an indication of an interaction, by the user, with the self-service demonstration,

the interaction with the self-service demonstration including the user input to perform the self-service task via the input mechanism; and

modifying, by the device, the user account based on the user input.

16. The method of claim 15, where obtaining the account information further comprises:

identifying a type of account information based on the self-service task identifier;

identifying the user account based on the user identifier; and

obtaining the account information, of the type of account information, based on the user account.

17. The method of claim 15, where generating the code further comprises:

identifying a code template based on the self-service task identifier,

the code template including;

the code for the self-service demonstration, and

a code insertion indicator that indicates a location, in the code, where the account information is to be inserted;

inserting the account information in the location in the code indicated by the code insertion indicator; and

generating the code for the self-service demonstration based on inserting the account information in the location in the code.

18. The method of claim 15, where modifying the user account comprises at least one of:

adding information to the user account;

removing information from the user account;

or

modifying information in the user account.

19. The method of claim 15, where providing the code for the self-service demonstration further comprises:

providing the code to the user device, associated with the user, for presentation to the user; and

where receiving the indication of the interaction with the self-service demonstration further comprises;

receiving the indication of the interaction from the user device based on providing the code to the user device.

20. The method of claim 15, where the self-service task includes at least one of:

changing personal information stored in the user account;

or

modifying a service associated with the user account.