Systems and Methods for Enabling Customer Service

• US 20090119114A1
• Filed: 11/02/2007
• Published: 05/07/2009
• Est. Priority Date: 11/02/2007
• Status: Abandoned Application

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Bailey, Christopher, Roseland, Shawn, Amos, Richard, Alaniz, David
• Application Number:
  US11/934,568
• Publication Number:
  US 20090119114A1
• Time in Patent Office: Days
• US Class Current: 705/304
• CPC Class Codes: G06F 3/04895 Guidance during keyboard input operation, e.g. prompting
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

A method for enabling customer service includes providing a first portion of a flow chart including a flow chart component corresponding to a first task and a flow chart component corresponding to a second task. The flow chart may correspond to a customer service process comprising several tasks. A list of steps corresponding to the first task depicted in the flow chart is also provided. User input indicating completion of the first task is then received. Responsive to receiving the user input, a second portion of the flow chart is provided including a flow chart component corresponding to the second task and a flow chart component corresponding to a third task. The second portion of the flow chart includes at least one flow chart component that is not part of the first portion of the flow chart.

Claims

1. A computer-implemented method for enabling customer service through a user interface screen, comprising:

providing, in the user interface screen, a first portion of a flow chart including a flow chart component corresponding to a first task and a flow chart component corresponding to a second task, the flow chart corresponding to a customer service process;

providing, in the user interface screen, a list of steps corresponding to the first task depicted in the flow chart;

receiving user input indicating completion of the first task;

responsive to receiving the user input, providing, in the user interface screen, a second portion of the flow chart including a flow chart component corresponding to the second task and a flow chart component corresponding to a third task, the second portion having at least one flow chart component that is not part of the first portion; and

providing, in the user interface screen, a list of steps corresponding to the second task.

2. The method of claim 1, further comprising:

receiving user input indicating completion of the second task;

responsive to receiving the user input, providing a third portion of the flow chart including a flow chart component corresponding to the third task and a flow chart component corresponding to a fourth task, the third portion having at least one flow chart component that is not part of the first or second portions; and

providing a list of steps corresponding to the third task.

3. The method of claim 1, further comprising providing timing information corresponding to the first task responsive to receiving the user input indicating completion of the first task.

4. The method of claim 1, further comprising providing an image of a first user interface in conjunction with providing the first portion of the flow chart and the list of steps corresponding to the first task, the image of the first user interface corresponding to a first interface provided to a customer requesting help with a problem associated with the customer service process.

5. The method of claim 4, further comprising providing an image of a second user interface in conjunction with providing the second portion of the flow chart and the list of steps corresponding to the second task, the image of the second user interface corresponding to a second interface provided to the customer.

6. The method of claim 1, further comprising:

providing a user interface received from a server in conjunction with providing the first portion of the flow chart and the list of steps corresponding to the first task;

receiving user input corresponding to a selectable option in the user interface received from the server; and

transmitting an indication of the user input to the server.

7. The method of claim 1, wherein the second portion of the flow chart includes a flow chart component corresponding to a fourth task, and wherein the third and fourth tasks are alternative tasks to be performed responsive to an outcome of the second task.

8. A computer-implemented system for enabling customer service through a user interface screen, comprising:

a processor;

memory having instructions stored thereon, the instructions being executable by the processor and being configured to enable the system to;

provide, in the user interface screen, a first portion of a flow chart including a flow chart component corresponding to a first task and a flow chart component corresponding to a second task, the flow chart corresponding to a customer service process;

provide, in the user interface screen, a list of steps corresponding to the first task depicted in the flow chart;

receive user input indicating completion of the first task;

responsive to receiving the user input, provide, in the user interface screen, a second portion of the flow chart including a flow chart component corresponding to the second task and a flow chart component corresponding to a third task, the second portion having at least one flow chart component that is not part of the first portion; and

provide, in the user interface screen, a list of steps corresponding to the second task.

9. The system of claim 8, the instructions being further configured to enable the system to:

receive user input indicating completion of the second task;

responsive to the system receiving the user input, provide a third portion of the flow chart including a flow chart component corresponding to the third task and a flow chart component corresponding to a fourth task, the third portion having at least one flow chart component that is not part of the first or second portions; and

provide a list of steps corresponding to the third task.

10. The system of claim 8, the instructions being further configured to enable the system to provide timing information corresponding to the first task responsive to the system receiving the user input indicating completion of the first task.

11. The system of claim 8, the instructions being further configured to enable the system to provide an image of a first user interface in conjunction with providing the first portion of the flow chart and the list of steps corresponding to the first task, the image of the first user interface corresponding to a first interface provided to a customer requesting help with a problem associated with the customer service process.

12. The system of claim 11, the instructions being further configured to enable the system to provide an image of a second user interface in conjunction with providing the second portion of the flow chart and the list of steps corresponding to the second task, the image of the second user interface corresponding to a second interface provided to the customer.

13. The system of claim 8, the instructions being further configured to enable the system to:

provide a user interface received from a server in conjunction with providing the first portion of the flow chart and the list of steps corresponding to the first task;

receive user input corresponding to a selectable option in the user interface received from the server; and

transmit an indication of the user input to the server.

14. The system of claim 8, wherein the second portion of the flow chart includes a flow chart component corresponding to a fourth task, and wherein the third and fourth tasks are alternative tasks to be performed responsive to an outcome of the second task.

15. A computer-readable storage medium having instructions stored thereon, the instructions being configured to enable a system to:

provide, in a user interface screen, a first portion of a flow chart including a flow chart component corresponding to a first task and a flow chart component corresponding to a second task, the flow chart corresponding to a customer service process;

provide, in the user interface screen, a list of steps corresponding to the first task depicted in the flow chart;

receive user input indicating completion of the first task;

responsive to receiving the user input, provide, in the user interface screen, a second portion of the flow chart including a flow chart component corresponding to the second task and a flow chart component corresponding to a third task, the second portion having at least one flow chart component that is not part of the first portion; and

provide, in the user interface screen, a list of steps corresponding to the second task.

16. The computer-readable storage medium of claim 15, the instructions being further configured to enable the system to:

receive user input indicating completion of the second task;

responsive to the system receiving the user input, provide a third portion of the flow chart including a flow chart component corresponding to the third task and a flow chart component corresponding to a fourth task, the third portion having at least one flow chart component that is not part of the first or second portions; and

provide a list of steps corresponding to the third task.

17. The computer-readable storage medium of claim 15, the instructions being further configured to enable the system to provide timing information corresponding to the first task responsive to the system receiving the user input indicating completion of the first task.

18. The computer-readable storage medium of claim 15, the instructions being further configured to enable the system to provide an image of a first user interface in conjunction with providing the first portion of the flow chart and the list of steps corresponding to the first task, the image of the first user interface corresponding to a first user interface provided to a customer that is engaging in a communication session with the customer service agent.

19. The computer-readable storage medium of claim 18, the instructions being further configured to enable the system to provide an image of a second user interface in conjunction with providing the second portion of the flow chart and the list of steps corresponding to the second task, the image of the second user interface corresponding to a second interface provided to the customer.

20. The computer-readable storage medium of claim 15, the instructions being further configured to enable the system to:

provide a user interface received from a server in conjunction with providing the first portion of the flow chart and the list of steps corresponding to the first task;

receive user input corresponding to a selectable option in the user interface received from the server; and

transmit an indication of the user input to the server.