System and method for implementing click-to-service

• US 20070061468A1
• Filed: 01/27/2006
• Published: 03/15/2007
• Est. Priority Date: 09/12/2005
• Status: Active Grant

• Current Assignee: Oracle International Corporation (Oracle Corporation)
• Original Assignee: BEA Systems Incorporated (Oracle Corporation)
• Inventors: Kelly, Brian, Zhu, Honggang, Wang, Richard
• Granted Patent: US 7,929,952 B2
• Time in Patent Office: Days
• US Class Current: 709/227
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 20/40 Authorisation, e.g. identification of payer or payee, verification of customer or shop credentials; Review and approval of payers, e.g. check credit lines or negative lists
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0267 Wireless devices

Abstract

A method for providing customer service to a user over a converged channel, said method comprising initiating a service session for a user, accessing a database having user information associated with the user, capturing session information associated with the service session, creating a session SIP message including at least a portion of the user information and at least a portion of the session information, and forwarding the session SIP message to a user agent.

Claims

1. A method for providing customer service over a converged channel, the method comprising:

initiating a service session for a user;

accessing a database having user information associated with the user;

capturing session information associated with the service session;

creating a session message including at least a portion of the user information and at least a portion of the session information; and

forwarding the session message to a user agent.

2. The method of claim 1, wherein the session message is a SIP message;

and

further comprising;

accessing the session SIP message; and

displaying the at least a portion of the user information and at least a portion of the session information to the user agent.

3. The method of claim 2, further comprising:

connecting the user with the user agent.

4. The method of claim 1, wherein:

the session message is a SIP message

initiating a service session for a user includes providing a self-service channel to a user;

the session information is self-service session information;

the session SIP message is a self-service session SIP message; and

the user agent is a first user agent; and

wherein the method further comprises;

capturing first user agent session information;

creating a first user agent session SIP message including the self-service session SIP message and at least a portion of the first user agent session information; and

forwarding the first user agent SIP message to a second user agent.

5. The method of claim 4, wherein the session message is a SIP message;

and

further comprising;

accessing the self-service session SIP message;

displaying the user information and the self-service session information to the first user agent;

accessing the first user agent session SIP message; and

displaying the user information, the self-service session information, and the first user agent session information to the second user agent.

6. The method of claim 1, further comprising:

scheduling a contact time for the user; and

reinitiating the session at approximately the contact time.

7. The method of claim 6, wherein the session is reinitiated by way of a designated communication device.

8. The method of claim 7, wherein the designated communication device is one or both of digital communication and analog telephony.

9. The method of claim 4, wherein the self-service channel includes one or both of a web-browser-based application and an automated response system.

10. A method for providing customer service over a converged channel, the method comprising:

initiating a service session for a user, including providing a self-service channel to the user;

accessing a database having user information associated with the user;

capturing self-service session information associated with the service session;

creating a self-service session SIP message including at least a portion of the user information and at least a portion of the self-service session information;

forwarding the self-service session SIP message to a user agent;

accessing the self-service session SIP message;

displaying the at least a portion of the user information and at least a portion of the self-service session information to the user agent; and

connecting the user with the user agent.

11. The method of claim 10, wherein the user agent is a subject matter expert.

12. The method of claim 10, wherein the user agent is a first user agent;

and

the method further comprises;

capturing first user agent session information;

creating a first user agent session SIP message including the self-service session SIP message and at least a portion of the first user agent session information;

forwarding the first user agent SIP message to a second user agent.

accessing the first user agent session SIP message;

displaying the user information, the self-service session information, and the first user agent session information to the second user agent; and

connecting the user with the second user agent.

13. The method of claim 12, wherein:

the first user agent is a first subject matter expert;

the second user agent is a second subject matter expert; and

the first subject matter expert has one of greater or lesser depth of knowledge than the second subject matter expert.

14. The method of claim 12, wherein:

the first user agent is a first subject matter expert;

the second user agent is a second subject matter expert; and

the first subject matter expert has one of an overlapping sphere of knowledge and a mutually exclusive sphere of knowledge than the second subject matter expert.

15. The method of claim 10, further comprising:

scheduling a contact time for the user; and

reinitiating the session at approximately the contact time.

16. The method of claim 15, wherein the session is reinitiated by way of a user designated communication device.

17. The method of claim 16, wherein the user designated communication device is one or both of digital communication and analog telephony.

18. A system for providing customer service to a user over a converged channel, the system comprising:

a self-service channel;

an assisted service channel;

a user interface device adapted to communicate with one of the self-service channel and the assisted service channel;

a collection agent adapted to collect information;

a SIP server adapted to communicate with both of the self-service channel and the assisted service channel, the SIP server further being adapted to package the information into a SIP message and associate the SIP message with the user.

19. The system of claim 18, wherein the self-service channel is one or both of a web-browser-based application and an automated response system.

20. The system of claim 18, wherein the assisted-service channel is one or both of a web browser-based application, a chat protocol, a VoIP device, or analog telephony.