METHOD FOR ACCESSING CUSTOMER SERVICE FROM TELEPHONY DEVICES AND INTERNET APPLICATIONS

• US 20010040892A1
• Filed: 12/12/1997
• Published: 11/15/2001
• Est. Priority Date: 12/12/1997
• Status: Abandoned Application

• Current Assignee: Lucent Technologies, Inc. (Nokia Corporation)
• Original Assignee: Lucent Technologies, Inc. (Nokia Corporation)
• Inventors: SPENCER, STEVEN PETER
• Application Number:
  US08/989,693
• Publication Number:
  US 20010040892A1
• Time in Patent Office: Days
• US Class Current: 370/463
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

A method for accessing customer service from telephony devices and internet applications is provided in which the telephony devices and internet applications have interfaces specifically designated for accessing the customer service. Upon detection of a customer service request from these interfaces, the telephony devices and internet applications establish a connection to a customer service system either via a telecommunication network or web. Thereafter, the customer service system reads status information and executes a diagnostic script to detect and resolve problems that users are experiencing. The customer service system may utilize either an automated customer service server or a customer service agent in the process of addressing users'"'"' problems.

Claims

1. A method for accessing a customer service from a user device, said user device having an interface for accessing said customer service, the method comprising the steps of:

detecting from said interface a request for accessing said customer service;

generating a signal responsive to said request; and

transmitting said signal to access said customer service.

2. The method defined in

claim 1

, further comprising the step of:

transmitting a state information of said user device.

3. The method defined in

claim 1

, further comprising the step of:

executing an internet connect script upon said request so as to transmit said signal via an Internet.

4. The method defined in

claim 1

, further comprising the step of:

receiving said customer service responsive to said transmitted signal.

5. The method defined in

claim 4

, wherein said customer service includes displayable information, further comprising the step of displaying said information on a display of said user device.

6. The method defined in

claim 5

, wherein said received customer service includes an executable program, further comprising the step of executing said executable program.

7. The method defined in

claim 6

, further comprising the step of testing a result of said executing step.

8. The method defined in

claim 1

, wherein said interface is a physical button located on said user device.

9. The method defined in

claim 1

, wherein said interface is an icon provided on a screen of said user device.

10. A method for providing a customer service from a customer service system, the method comprising the steps of:

receiving a signal containing a customer service request;

processing said customer service request to provide said customer service responsive to said customer service request;

generating a signal containing said customer service;

transmitting said signal from said customer service system to said user device;

receiving at said user device said customer service.

11. The method defined in

claim 10

, further comprising the step of authenticating said customer service request so as to provide said customer service only in response to said customer service request from a valid subscriber.

12. The method defined in

claim 10

, wherein in said processing step comprises the steps of:

routing said customer service request to a customer service agent; and

capturing said customer service from said customer service agent in response to said customer service request.

13. The method defined in

claim 10

, wherein in said processing step comprises the steps of:

executing a diagnostic script based on said customer service request; and

capturing said customer service generated from said diagnostic script.

14. The method defined in

claim 10

, wherein said customer service system comprises a web server.

16. The method defined in

claim 10

, wherein said generating step further comprises the steps of:

prompting at said user device a query to a user to select between a voice and automated customer service.

17. The method defined in

claim 16

, wherein said processing step further comprises the steps of:

routing at said customer service system said customer service request to a customer service agent if said voice customer service is selected; and

capturing at said customer service system said customer service generated from said customer service agent.

18. The method defined in

claim 16

, wherein said processing step further comprises the steps of:

executing at said customer service system a diagnostic script based on said customer service request if said automated customer service is selected; and

capturing at said customer service system said customer service generated from said diagnostic script.

19. The method defined in

claim 18

, further comprising the steps of:

routing at said customer service system said customer service request to a customer service agent if said execution step fails; and

capturing at said customer service system said customer service generated from said customer service agent.

15. A method for accessing customer service from a user device connected to a customer service system, said user device having an interface for accessing said customer service, the method comprising the steps of:

detecting at said user device a request for accessing said customer service from said interface;

generating at said user device a request signal responsive to said customer service request; and

transmitting said signal from said user device to said customer service system;

receiving at said customer service system said request signal;

processing at said customer service system said customer service request to provide said customer service responsive to said customer service request;

generating at said customer service system a response signal containing said customer service; and

transmitting said response signal from said customer service system to said user device.