Method and system for providing a service

• US 20060182261A1
• Filed: 02/15/2005
• Published: 08/17/2006
• Est. Priority Date: 02/15/2005
• Status: Active Grant

• Current Assignee: Siemens AG
• Original Assignee: Siemens AG
• Inventors: Weller, Gerhard, Ruiner, Klaus, Seifert, Matthias, Grass, Norbert, Rosch, Theodor
• Granted Patent: US 7,889,857 B2
• Time in Patent Office: Days
• US Class Current: 379/265.120
• CPC Class Codes: H04M 2203/1025 of avatars
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

The present invention provides an efficient and simple method and system for providing a customer with a service upon a service request. The invention is based on retrieving a dataset from a database for identifying a qualified service person using information about the service, the service person and the customer, establishing communication with the customer and providing the customer with the service. After that, the retrieved dataset is updated to provide for accurate information stored in the database.

Claims

1. A method of providing a customer with a service, comprising:

setting up a database including a number of datasets, each dataset including;

information about at least one service person qualified to perform at least one service activity; and

information regarding the service activity;

receiving a service activity request from the customer;

retrieving at least one dataset from the database based on the service activity request;

identifying the service person based on the retrieved dataset;

establishing communication between the identified service person and the customer;

providing the customer with the service activity by the service person based upon the service activity request; and

updating the retrieved dataset with regard to the information regarding the service activity and/or with regard to information relating to the service person'"'"'s qualification to provide the service activity and/or with regard to information about a service history of the identified service person.

2. The method according to claim 1, wherein the dataset further includes information about at least one service customer upon whose request the service person has already performed the service activity in the past.

3. The method according to claim 2, wherein the service person is identified based on the information about the service customer.

4. The method according to claim 3, wherein the service customer and the customer are identical.

5. The method according to claim 2, wherein establishing the communication includes establishing a computer connection between the service person and the customer.

6. The method according to claim 5, wherein a stored or live image of the service person is transmitted to the customer.

7. The method according to claim 2, wherein a current physical location of the service person is identified using a tracking system.

8. The method according to claim 2, wherein the identified service person is notified using a message sent to a receiver unit assigned to the service person.

9. The method according to claim 1, wherein

the identified service person is located at a service center;

establishing communication between the identified service person and the customer includes a further service person located at a facility of the customer; and

providing the customer with the service activity by the service person includes the further service person performing the service activity locally at the customer'"'"'s facility based on instructions given by the service person.

10. The method according to claim 1, wherein establishing communication between the identified service person and the customer includes a computer connection utilizing a Human-Machine-Interface, the Human-Machine-Interface including an avatar displayed on the customer'"'"'s computer.

11. The method according to claim 10, wherein an appearance of the avatar is adapted to the customer.

12. The method according to claim 10, wherein the avatar is animated.

13. The method according to claim 10, wherein the avatar includes an artificial voice.

14. The method according to claim 13, wherein the artificial voice includes voice transformation based on a digitized human voice.

15. A system for providing a customer with a service, comprising:

a database including a number of datasets, each dataset including;

information about at least one service person qualified to perform at least one service activity; and

information regarding the service activity;

an input device for receiving a service activity request from the customer;

an evaluation unit for retrieving at least one dataset from the database based on the service activity request and for identifying the service person based upon the retrieved dataset;

a control device for establishing communication between the identified service person and the customer; and

an updating device for updating the retrieved dataset with regard to the information regarding the service activity and/or with regard to information relating to the service person'"'"'s qualification to provide the service activity and/or with regard to information about a service history of the identified service person, wherein the updating device is adapted to update the retrieved dataset after the service person has provided the customer with the service activity.

16. The system according to claim 15, wherein the communication includes a computer connection having a Human-Machine-Interface, the Human-Machine-Interface including an avatar displayed on the customer'"'"'s computer.

17. The system according to claim 16, wherein the avatar is animated.

18. The system according to claim 16, wherein the avatar includes an artificial voice.

19. The system according to claim 18, wherein the artificial voice includes voice transformation based on a digitized human voice.

20. The system according to claim 16, wherein an appearance of the avatar is adapted to the customer.