METHOD FOR PROVIDING SUPPORT SERVICES USING CONSUMER SELECTED SPECIALISTS AND SPECIALIST RATINGS
First Claim
1. A computer-implemented method for providing support services to users of products, the method comprising:
- receiving, at a service center, a request from a remote device for a live support session of a product supported by the service center, wherein the service center provides support services for a plurality of products on behalf of a plurality of product providers;
in response to the request, determining one or more preferred agents that are known to a user of the remote device;
transmitting information representing the preferred agents to the remote device to allow the user to select one of the preferred agents for the live support session; and
in response to a user selection of an agent, establishing a communications session between the user and the selected agent to enable the selected agent to provide live support.
1 Assignment
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Accused Products
Abstract
A service center receives a request from a remote device for a live support session of a product supported by the service center, where the service center provides support services for a plurality of products on behalf of a plurality of product providers. In response to the request, the service center determines one or more preferred agents that are known to a user of the remote device and transmits information representing the preferred agents to the remote device to allow the user to select one of the preferred agents for the live support session. In response to a user selection of an agent, a communications session is established between the user and the selected agent to enable the selected agent to provide live support.
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Citations
21 Claims
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1. A computer-implemented method for providing support services to users of products, the method comprising:
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receiving, at a service center, a request from a remote device for a live support session of a product supported by the service center, wherein the service center provides support services for a plurality of products on behalf of a plurality of product providers; in response to the request, determining one or more preferred agents that are known to a user of the remote device; transmitting information representing the preferred agents to the remote device to allow the user to select one of the preferred agents for the live support session; and in response to a user selection of an agent, establishing a communications session between the user and the selected agent to enable the selected agent to provide live support. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A machine-readable storage medium having instructions stored therein, which when executed by a machine, cause the machine to perform a method for providing support services to users of products, the method comprising:
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receiving, at a service center, a request from a remote device for a live support session of a product supported by the service center, wherein the service center provides support services for a plurality of products on behalf of a plurality of product providers; in response to the request, determining one or more preferred agents that are known to a user of the remote device; transmitting information representing the preferred agents to the remote device to allow the user to select one of the preferred agents for the live support session; and in response to a user selection of an agent, establishing a communications session between the user and the selected agent to enable the selected agent to provide live support. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A data processing system, comprising:
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a processor; and a memory coupled to the processor for storing instructions, which when executed from the memory, cause the processor to receive a request from a remote device for a live support session of a product supported by the service center, wherein the data processing system provides support services for a plurality of products on behalf of a plurality of product providers, in response to the request, determine one or more preferred agents that are known to a user of the remote device, transmit information representing the preferred agents to the remote device to allow the user to select one of the preferred agents for the live support session, and in response to a user selection of an agent, establish a communications session between the user and the selected agent to enable the selected agent to provide live support. - View Dependent Claims (16, 17)
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18. A computer-implemented method for providing support services to users of products, the method comprising:
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receiving, at a mobile device, information representing one or more preferred agents and one or more recommended agents from a service center over a network, wherein the preferred agents are known to a user of the mobile device and the recommended agents are recommended by the service center, and wherein the service center provides support services for a plurality of products on behalf of a plurality of product providers; displaying in a first display area of a display of the mobile device the one or more preferred agents; displaying in a second display area of the display of the mobile device the one or more recommended agents to allow the user to select one of the preferred agents and recommended agents; and in response to a user selection of one of the preferred agents and recommended agents, establishing a communications session with the selected agent via the service center for conducting a live support session concerning a product. - View Dependent Claims (19, 20, 21)
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Specification