METHOD AND SYSTEM OF PROVIDING SERVICE ASSISTANCE USING A HIERARCHICAL ORDER OF COMMUNICATION CHANNELS

• US 20100324961A1
• Filed: 06/23/2009
• Published: 12/23/2010
• Est. Priority Date: 06/23/2009
• Status: Abandoned Application

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Inventors: Rebbapragada, Surya, Singh, Amit, Ebrahimi, Fari, Kotha, Roopa, Kavouspour, Dinyar
• Application Number:
  US12/490,039
• Publication Number:
  US 20100324961A1
• Time in Patent Office: Days
• US Class Current: 705/8
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

An approach provides service assistance using a hierarchical order of communication channels. Service requests are received from a user. A plurality of different modes of communication functionality can be made available for interactivity with the user. A hierarchical order of the modes can be established in relation to the respective degree of communication interactivity. The mode of least degree of communication interactivity in the hierarchical order can be selected for initial communication with the user in response to the request for service. After communicating with the user in accordance with the selected mode, communication with the user can be changed to a communication mode higher in the hierarchical order if the service request has not been resolved.

Claims

1. A method comprising:

receiving a communication from a user requesting service;

setting a plurality of different modes of communication functionality that are to be available for interactivity with the user;

establishing a hierarchical order of the modes in relation to respective degree of communication interactivity;

selecting the mode of least degree of communication interactivity in the hierarchical order for initial communication with the user in response to the request for service;

communicating with the user in accordance with the selected mode; and

changing communication with the user to a communication mode higher in the hierarchical order if the service request has not been resolved.

2. A method as recited in claim 1, further comprising:

continuing to change the functional mode of communication in accordance with the hierarchical order if the service request has not been resolved.

3. A method as recited in claim 1, wherein the step of setting comprises accessing a profile corresponding to the user and determining which communication modes are associated with the user profile.

4. A method as recited in claim 1, wherein the step of communicating comprises:

generating a plurality of user selectable links to information stored in data storage media; and

outputting information data associated with a link selected by the user.

5. A method as recited in claim 4, wherein the step of generating comprises:

accessing a profile corresponding to the user; and

identifying a data page associated with the user profile.

6. A method as recited in claim 1, wherein the step of changing communication comprises:

conducting an automated virtual chat session with the user.

7. A method as recited in claim 6, wherein the step of conducting comprises:

accessing interactive flow definitions;

receiving data during an interactive data session with the user in accordance with the flow definitions;

collecting information from data received from a user; and

generating in response to the collected information for output to the user.

8. A method as recited in claim 7, further comprising:

changing the functional mode of communication to a live chat session with the user if the service request has not been resolved.

9. A method as recited in claim 1, wherein the step of changing communication comprises:

establishing email communication with the user.

10. An apparatus comprising:

a communication interface configured to receive a communication from a user requesting service; and

a processor configured to set a plurality of different modes of communication functionality that are to be available for interactivity with the user, and to establish a hierarchical order of the modes in relation to respective degree of communication interactivity,

wherein the processor is further configured to select the mode of least degree of communication interactivity in the hierarchical order for initial communication with the user in response to the request for service,

wherein communication is established with the user in accordance with the selected mode, the communication is changed with the user to a communication mode higher in the hierarchical order if the service request has not been resolved.

11. An apparatus as recited in claim 10, wherein the functional mode of communication is further change in accordance with the hierarchical order if the service request has not been resolved.

12. An apparatus as recited in claim 10, wherein a profile corresponding to the user is accessed to determine which communication modes are associated with the user profile.

13. An apparatus as recited in claim 10, wherein a plurality of user selectable links to information are generated and stored in data storage media, and information data associated with a link selected by the user is output.

14. An apparatus as recited in claim 13, wherein the processor is further configured to access a profile corresponding to the user, and to identify a data page associated with the user profile.

15. An apparatus as recited in claim 10, wherein the processor is further configured to conduct an automated virtual chat session with the user.

16. An apparatus as recited in claim 15, wherein the processor is further configured to access interactive flow definitions;

to receive data during an interactive data session with the user in accordance with the flow definitions, to collect information from data received from a user, and generating in response to the collected information for output to the user.

17. An apparatus as recited in claim 16 the processor is further configured to change the functional mode of communication to a live chat session with the user if the service request has not been resolved.

18. An apparatus as recited in claim 10, wherein the processor is further configured to initiate establishment of email communication with the user.

19. A system comprising:

a communication portal configured to interface with a user;

an administration processing platform coupled to the communication portal; and

a plurality of user contact channels configured respectively to provide different modes of functional communication interactivity;

wherein the administration processing platform is configured to determine a user need from input received at the communication portal and to couple the communication portal to contact channel that is related to the user need.

20. A system as recited in claim 19, wherein the administration processing platform is configured to establish a hierarchical order of the user contact channels in relation to respective degree of communication interactivity.