Customer service system and method

• US 20010047270A1
• Filed: 02/15/2001
• Published: 11/29/2001
• Est. Priority Date: 02/16/2000
• Status: Abandoned Application

• Current Assignee: Askit Systems Incorporated
• Original Assignee: Askit Systems Incorporated
• Inventors: Gusick, David L., Goldberg, Eric M.
• Application Number:
  US09/783,929
• Publication Number:
  US 20010047270A1
• Time in Patent Office: Days
• US Class Current: 705/1
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

A customer service system and method are provided to enable different parties or organizations to communicate or share customer service information with one another. Different parties may be enrolled as members of a customer service network, and representatives from those parties can communicate with one another and share information knowledge. In particular, parties can forward or assign customer inquires to other parties (both in and out of the network) who may be more capable or competent to respond to a customer query. Parties in the network may also subscribe to customer service information published by other parties in the network.

Claims

1. A customer service system comprising:

a database for storing, for each of a plurality of parties in a customer service network, a knowledge base of customer service information; and

a system manager, comprising software, for enabling the sharing of customer service information between the parties in the network.

2. The system of

claim 1

further comprising a member interface for allowing a representative of a party to access and interact with the customer service system.

3. The system of

claim 1

further comprising a customer interface for receiving a query from a customer of a first party in the network, and wherein the system manager directs the query to a representative of the first party.

4. The system of

claim 3

wherein the system manager directs the query to a system in-box for the representative of the first party.

5. The system of

claim 3

wherein the system manager enables the representative of the first party to search for a response to the query in the customer service information contained in the knowledge base of the first party.

6. The system of

claim 5

wherein the system manager permits the first party to subscribe to at least part of the knowledge base of a second party in the network and thereby further enables the representative of the first party to search for a response to the query in the customer service information contained in the knowledge base of the second party.

7. The system of

claim 6

wherein the system manager enables the representative of the first party to add customer service information in the knowledge base of the second party to the knowledge base of the first party.

8. The system of

claim 3

wherein the system manager enables the representative of the first party to assign the query to another representative of the first party.

9. The system of

claim 3

wherein the system manager enables the representative of the first party to assign the query to a second party in the network.

10. The system of

claim 9

wherein the system manager provides the representative of the first party with a contact list comprising contact information for other parties in the network.

11. The system of

claim 9

wherein, when the representative of the first party assigns the query to the second party, the system manager directs the query to a representative of the second party.

12. The system of

claim 9

wherein the system manager enables a representative of the second party to search for a response to the query in the customer service information contained in the knowledge base of the second party.

13. The system of

claim 9

wherein the system manager enables the second party to provide a response to the query to the representative of the first party.

14. The system of

claim 13

wherein the system manager enables the representative of the first party to add the customer service information in a response provided by the second party to the knowledge base of the first party.

15. The system of

claim 9

wherein the system manager enables the second party to provide a response to the query directly to the customer .

16. The system of

claim 3

wherein the system manager enables the representative of the first party to assign the query to a third party not in the network.

17. The system of

claim 16

wherein the system manager provides the representative of the first party with a contact list comprising contact information for other parties not in the network.

18. The system of

claim 16

wherein the system manager provides the third party with a link to access the system and, once accessed, enables the third party to provide a response to the query.

19. The system of

claim 18

wherein the system manager enables the third party to provide a response to the query to the representative of the first party.

20. The system of

claim 19

wherein, if permitted by the third party, the system manager enables the representative of the first party to add the customer service information in a response provided by the third party to the knowledge base of the first party.

21. The system of

claim 18

wherein the system manager enables the third party to provide a response to the query directly to the customer.

22. The system of

claim 3

wherein the query specifies words on which a natural language analysis can be performed.

23. The system of

claim 1

wherein the customer service information in each of the knowledge bases comprises a plurality of question and answer pairs.

24. The system of

claim 23

wherein the question and answer pairs are categorized by topic.

25. A customer service system comprising:

a first knowledge base of customer service information associated with a first party;

a second knowledge base of customer service information associated with a second party different from the first party; and

a system manager, comprising software, for receiving a query from a customer of the first party and for enabling customer service information contained in both the first and second knowledge bases to be searched in connection with the query.

26. The system of

claim 25

wherein the system manager directs the query to a representative of the first party and enables the representative of the first party to search customer service information contained in the first knowledge base.

27. The system of

claim 26

wherein the system manager further enables the representative of the first party to search customer service information contained in the second knowledge base.

28. The system of

claim 27

wherein the system manager enables the representative of the first party to add customer service information in the second knowledge base to the first knowledge base.

29. The system of

claim 26

wherein the system manager enables the representative of the first party to assign the query to the second party.

30. The system of

claim 29

wherein, if the representative of the first party assigns the query to the second party, the system manager directs the query to a representative of the second party.

31. The system of

claim 30

wherein the system manager enables the representative of the second party to provide a response to the query to the representative of the first party and enables the representative of the first party to add the customer service information in the response to the knowledge base of the first party.

32. The system of

claim 25

wherein the system manager maintains the customer service information in both the first and second knowledge bases.

33. A customer service system comprising:

a first knowledge base of customer service information associated with a first party;

a second knowledge base of customer service information associated with a second party different from the first party; and

a system manager, comprising software, for allowing a customer of the first party to search for customer service information contained in both the first knowledge base and the second knowledge base.

34. The system of

claim 33

wherein the customer service information in each of the first and second knowledge bases comprises a plurality of question and answer pairs.

35. The system of

claim 34

wherein the question and answer pairs are categorized by topic.

36. The system of

claim 34

wherein the system manager allows the customer to browse through question and answer pairs in each of the first and second knowledge bases

37. The system of

claim 33

wherein the system manager allows the customer to submit a query and attempts to match the query with customer service information in both the first and second knowledge bases.

38. The system of

claim 37

wherein the query specifies words and the system manager comprises natural language analysis software for analyzing the query.

39. The system of

claim 33

wherein the system manager presents the customer with a customer service page on behalf of the first party.

40. The system of

claim 39

wherein the customer service page is a World Wide Web page accessible over the Internet.

41. The system of

claim 40

wherein a link to the customer service Web page is provided on a Web site for the first party.

42. The system of

claim 39

wherein the customer service page is accessible at a kiosk located in an establishment of the first party.

43. The system of

claim 33

wherein the system manager maintains the customer service information in both the first and second knowledge bases.

44. A customer service system comprising:

a knowledge base of product specific customer service information associated with products; and

a system manager, comprising software, for receiving a code specific to a particular product and, in response, enabling customer service information contained in the knowledge base to be searched.

45. The system of

claim 44

wherein the system manager enables an information requestor to browse through the customer service information.

46. The system of

claim 44

wherein the system manager enables an information requestor to submit a query and attempts to match the query with customer service information in the knowledge base.

47. The system of

claim 46

wherein the system manager enables a representative of a party managing the knowledge base to submit the query to a supplier of the particular product.

48. The system of

claim 47

wherein, when the supplier provides a response to the query, the system manager enables the representative of the party to add customer service information in the response to the knowledge base.

49. The system of

claim 44

wherein the code is a Universal Product Code.

50. The system of

claim 44

further comprising a code scanner device, located at a retail establishment, for providing a product code to the system manager.

51. The system of

claim 44

wherein the system manager is accessible to a customer over the Internet and the system manager receives a product code via a portable device of the customer.

52. A method for providing customer service information comprising:

storing, for each of a plurality of parties in a customer service network, a knowledge base of customer service information; and

enabling the sharing of customer service information between the parties in the network.

53. The method of

claim 52

further comprising receiving a query from a customer of a first party in the network and directing the query to a representative of the first party.

54. The method of

claim 53

further comprising enabling the representative of the first party to search for a response to the query in the customer service information contained in the knowledge base of the first party.

55. The method of

claim 54

further comprising permitting the first party to subscribe to at least part of the knowledge base of a second party in the network and thereby further enabling the representative of the first party to search for a response to the query in the customer service information contained in the knowledge base of the second party.

56. The method of

claim 55

further comprising enabling the representative of the first party to add customer service information in the knowledge base of the second party to the knowledge base of the first party.

57. The method of

claim 53

further comprising enabling the representative of the first party to assign the query to another representative of the first party.

58. The method of

claim 53

further comprising enabling the representative of the first party to assign the query to a second party in the network. 10

59. The method of

claim 58

further comprising providing the representative of the first party with a contact list comprising contact information for other parties in the network.

60. The method of

claim 58

comprising, when the representative of the first party assigns the query to the second party, directing the query to a representative of the second party.

61. The method of

claim 58

further comprising enabling a representative of the second party to search for a response to the query in the customer service information contained in the knowledge base of the second party.

62. The method of

claim 58

further comprising enabling the second party to provide a response t o the query to the representative of the first party.

63. The method of

claim 62

further comprising enabling the representative of the first party to add the customer service information in a response provided by the second party to the knowledge base of the first party.

64. The method of

claim 58

further comprising enabling the second party to provide a response to the query directly to the customer.

65. The method of

claim 53

further comprising enabling the representative of the first party to assign the query to a third party not in the network.

66. The method of

claim 65

further comprising providing the representative of the first party with a contact list comprising contact information for other parties not in the network.

67. The method of

claim 65

further comprising providing the third party with a link to access the system and, once accessed, enabling the third party to provide a response to the query.

68. The method of

claim 67

further comprising enabling the third party to provide a response to the query to the representative of the first party.

69. The method of

claim 68

further comprising, if permitted by the third party, enabling the representative of the first party to add the customer service information in a response provided by the third party to the knowledge base of the first party.

70. The method of

claim 67

further comprising enabling the third party to provide a response to the query directly to the customer.

71. A method for providing customer service information comprising:

maintaining a first knowledge base of customer service information associated with a first party;

maintaining a second knowledge base of customer service information associated with a second party different from the first party; and

receiving a query from a customer of the first party; and

enabling customer service information contained in both the first and second knowledge bases to be searched in connection with the query.

72. The method of

claim 71

further comprising directing the query to a representative of the first party and enabling the representative of the first party to search customer service information contained in the first knowledge base.

73. The method of

claim 72

further comprising enabling the representative of the first party to search customer service information contained in the second knowledge base.

74. The method of

claim 73

further comprising enabling the representative of the first party to add customer service information in the second knowledge base to the first knowledge base.

75. The method of

claim 72

further comprising enabling the representative of the first party to assign the query to the second party.

76. The method of

claim 75

further comprising, if the representative of the first party assigns the query to the second party, directing the query to a representative of the second party.

77. The method of

claim 76

further comprising enabling the representative of the second party to provide a response to the query to the representative of the first party and enabling the representative of the first party to add the customer service information in the response to the knowledge base of the first party.

78. A method for providing customer service information comprising:

maintaining a first knowledge base of customer service information associated with a first party;

maintaining a second knowledge base of customer service information associated with a second party different from the first party; and

allowing a customer of the first party to search for customer service information contained in both the first knowledge base and the second knowledge base.

79. The method of

claim 78

wherein the customer service information in each of the first and second knowledge bases comprises a plurality of question and answer pairs.

80. The method of

claim 79

further comprising allowing the customer to browse through question and answer pairs in each of the first and second knowledge bases

81. The method of

claim 78

further comprising allowing the customer to submit a query and attempting to match the query with customer service information in both the first and second knowledge bases.

82. The method of

claim 81

wherein the query specifies words and the method further comprises performing natural language analysis on the query.

83. The method of

claim 78

further comprising presenting the customer with a customer service page on behalf of the first party.

84. The method of

claim 83

wherein the customer service page is a World Wide Web page accessible over the Internet.

85. The method of

claim 83

wherein the customer service page is accessible at a kiosk located in an establishment of the first party.

86. A method for providing customer service information comprising:

maintaining a knowledge base of product specific customer service information associated with products;

receiving a code specific to a particular product; and

in response to the code, enabling customer service information contained in the knowledge base to be searched.

87. The method of

claim 86

further comprising enabling an information requester to browse through the customer service information.

88. The method of

claim 86

further comprising an information requestor to submit a query and attempting to match the query with customer service information in the knowledge base.

89. The method of

claim 88

further comprising enabling a representative of a party managing the knowledge base to submit the query to a supplier of the particular product.

90. The method of

claim 89

further comprising, when the supplier provides a response to the query, enabling the representative of the party to add customer service information in the response to the knowledge base.

91. The method of

claim 88

further comprising automatically submitting the query to a supplier of the particular product.

92. The method of

claim 91

further comprising, when the supplier provides a response to the query, enabling a representative of the party managing the knowledge base to add customer service information in the response to the knowledge base.

93. The method of

claim 86

wherein the code is a Universal Product Code.

94. The method of

claim 86

further comprising receiving a product code from a code scanner device located at a retail establishment.

95. The method of

claim 86

further comprising receiving a product code over the Internet from a portable device of a customer.

96. A method for providing customer service information comprising:

providing access to a first knowledge base of customer service information associated with a first party;

providing access to a second knowledge base of customer service information associated with a second party different from the first party;

allowing a person to search for customer service information contained in both the first knowledge base and the second knowledge base.

97. The method of

claim 96

wherein the person is a customer of the first party.

98. The method of

claim 96

wherein the person is a representative of the first party.

99. The method of

claim 96

further comprising allowing the person to browse through question and answer pairs in each of the first and second knowledge bases.

100. The method of

claim 96

further comprising allowing the person to submit a query and attempting to match the query with customer service information in both the first and second knowledge bases.