ONE-TOUCH SUPPORT SERVICES APPLICATION PROGRAMMING INTERFACES
First Claim
1. A computer-implemented method for product support services, the method comprising:
- receiving, at a support services application programming interface (API) of a support center that provides support services to a plurality of products of a plurality of vendors, a request from a user for support services of a product;
in response to the request, instantly generating a case identifier (ID) that uniquely identifies a current instant support services session associated with the user for supporting the product;
dynamically creating a touch plan representing an instance of the support services session, wherein the touch plan is identified and tracked by the case ID; and
establishing a communication session between an agent associated with the support center and the user to allow the agent to provide support services to the user based on the touch plan.
1 Assignment
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Accused Products
Abstract
According to one aspect, a request is received at a support services application programming interface (API) of a support center that provides support services to a plurality of products of a plurality of vendors, where the request is received from a user for support services of a product. In response to the request, a case identifier (ID) is instantly generated that uniquely identifies a current instant support services session associated with the user for supporting the product. A touch plan is dynamically created representing an instance of the support services session, where the touch plan is identified and tracked by the case ID. A communication session is established between an agent and the user to allow the agent to provide support services to the user based on the touch plan.
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Citations
21 Claims
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1. A computer-implemented method for product support services, the method comprising:
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receiving, at a support services application programming interface (API) of a support center that provides support services to a plurality of products of a plurality of vendors, a request from a user for support services of a product; in response to the request, instantly generating a case identifier (ID) that uniquely identifies a current instant support services session associated with the user for supporting the product; dynamically creating a touch plan representing an instance of the support services session, wherein the touch plan is identified and tracked by the case ID; and establishing a communication session between an agent associated with the support center and the user to allow the agent to provide support services to the user based on the touch plan. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A computer-readable storage medium having instructions stored therein, which when executed by a computer, cause the computer to perform a method for product support services, the method comprising:
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receiving, at a support services application programming interface (API) of a support center that provides support services to a plurality of products of a plurality of vendors, a request from a user for support services of a product; in response to the request, instantly generating a case identifier (ID) that uniquely identifies a current instant support services session associated with the user for supporting the product; dynamically creating a touch plan representing an instance of the support services session, wherein the touch plan is identified and tracked by the case ID; and establishing a communication session between an agent associated with the support center and the user to allow the agent to provide support services to the user based on the touch plan. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A system for product support services, comprising:
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a support services application programming interface (API) to receive a request from a user for support services of a product; a case management module coupled to the support services API, in response to the request, to instantly generate a case identifier (ID) that uniquely identifies a current instant support services session associated with the user for supporting the product; and a touch-plan engine coupled to the support services API to dynamically create a touch plan representing an instance of the support services session, wherein the touch plan is identified and tracked by the case ID, and wherein the touch plan engine causes a communication session to be established between an agent associated with the support center and the user to allow the agent to provide support services to the user based on the touch plan. - View Dependent Claims (16, 17, 18, 19, 20, 21)
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Specification