METHOD AND SYSTEM FOR PERSONAL CUSTOMER SERVICE SOLUTION

• US 20140100902A1
• Filed: 10/09/2012
• Published: 04/10/2014
• Est. Priority Date: 10/09/2012
• Status: Abandoned Application

• Current Assignee: Futurewei Technologies Incorporated (Huawei Investment & Holding Co., Ltd.)
• Original Assignee: Futurewei Technologies Incorporated (Huawei Investment & Holding Co., Ltd.)
• Inventors: Godfrey, Anna, Moline, Joshua D., Jin, Xiaofeng
• Application Number:
  US13/647,765
• Publication Number:
  US 20140100902A1
• Time in Patent Office: Days
• US Class Current: 705/7.13
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions

Abstract

A method for engaging personalized customer services on an end-user device includes sending a request for agent-assisted service to the agent administration server, and receiving from the agent administration server agent information associated with a plurality of customer agents. The agent information defines agent identification information, an agent availability status, and one or more agent communication channels. The method further includes sending a request to communicate with a preferred one agent from the plurality of customer agents. The request includes at least one desired communication channel from the one or more agent communication channels. The desired communication channel is then established with the preferred one agent.

Claims

1. In an end-user device, a method for engaging personalized customer services by providing an interface for selecting a customer service agent based on at least one of a social aspect, agent availability status, or available communication channels, the method comprising:

sending a request for agent-assisted service to an agent administration server;

receiving, from the agent administration server, agent information associated with a plurality of customer agents, wherein the agent information includes one or more of agent identification information, an agent availability status, and one or more agent communication channels;

based on the received agent information associated with the plurality of customer agents, displaying the agent information for at least one of the plurality of customer agents;

receiving user input from the interface, a selection of a preferred agent from the at least one of the plurality of customer agents;

based on the received user input, sending to the agent administration server a request to communicate with the preferred agent; and

establishing the desired communication channel with the preferred agent.

2. The method according to claim 1, wherein the request includes at least one desired communication channel from the one or more agent communication channels.

3. The method according to claim 2, wherein the at least one desired communication channel supports one or more of voice, text or video format communication.

4. The method according to claim 1, wherein the agent information comprises at least one of:

agent'"'"'s biographical information, profile picture, social network affiliation, areas of expertise or skills, customers'"'"' rated comments and performance ranking.

5. The method according to claim 1, comprising accessing the agent administration server via a web application that operates on the end-user device.

6. The method according to claim 1, comprising communicating service satisfaction ranking information of the requested one agent based on end-user'"'"'s feedback.

7. The method according to claim 1, comprising importing agent information from at least one of:

an agent administrator database, a social network database or uploading from agent'"'"'s communication device.

8. The method according to claim 1, wherein the end-user device comprises at least one of:

a mobile wireless communication device, a smart phone, a personal digital assistant (PDA) device, a communication tablet device, a laptop computing device or a communication device connected to a network.

9. A method for engaging personalized customer services by providing an interface for selecting a customer service agent based on at least one of a social aspect, agent availability status, or available communication channels, the method comprising:

receiving, at an agent administration server, a request from an end-user device for agent-assisted service;

selecting, by the agent administration server and from an agent administration database, agent information for a plurality of customer agents, wherein the agent information includes agent identification information, an agent availability status, and one or more agent communication channels;

communicating agent information associated with at least some of the plurality of customer agents to the end-user device;

receiving at the agent administration server, a request based on a user input from the interface of the end-user device to communicate with a preferred agent from the plurality of customer agents, wherein the request includes at least one desired communication channel from the one or more agent communication channels;

establishing, by the agent administration server, the at least one desired communication channel between the end-user device and the preferred one agent.

10. The method according to claim 9, wherein the request includes at least one desired communication channel from the one or more agent communication channels.

11. The method according to claim 10, wherein the at least one desired communication channel supports one or more of voice, text or video format communication.

12. The method according to claim 9, wherein the agent information comprises at least one of:

agent'"'"'s biographical information, profile picture, social network affiliation, areas of expertise or skills, customers'"'"' rated comments and performance ranking.

13. The method according to claim 9, comprising accessing the agent administration server via a web application that operates on the end-user device.

14. The method according to claim 9, comprising communicating service satisfaction ranking information of the requested one agent based on end-user'"'"'s feedback.

15. The method according to claim 9, comprising importing agent information from at least one of:

the agent administrator database, a social network database or uploading from agent'"'"'s communication device.

16. The method according to claim 9, wherein the end-user device comprises at least one of:

a mobile wireless communication device, a smart phone, a personal digital assistant (PDA) device, a communication tablet device, a laptop computing device or a communication device connected to a network.

17. A non-transitory computer readable medium, comprising computer program codes stored thereon, executable by one or more processors in an agent administration server for engaging personalized customer services by providing an interface for selecting a customer service agent based on at least one of a social aspect, agent availability status, or available communication channels, wherein the computer program codes are executed to perform functions, comprising:

receiving a request for agent-assisted service;

selecting, from an agent administration database, agent information for a plurality of customer agents, wherein the agent information includes agent identification information, an agent availability status, and one or more agent communication channels;

communicating agent information associated with at least some of the plurality of customer agents to an end-user device;

receiving a request based on a user input from the interface of the end-user device to communicate with a preferred agent from the plurality of customer agents, wherein the request includes at least one desired communication channel from the one or more agent communication channels;

establishing the at least one desired communication channel between the end-user device and the preferred one agent.

18. The non-transitory computer readable medium according to claim 17, wherein the request includes at least one desired communication channel from the one or more agent communication channels.

19. The non-transitory computer readable medium according to claim 18, wherein the at least one desired communication channel supports one or more of voice, text or video format communication.

20. The non-transitory computer readable medium according to claim 17, wherein the agent information comprises at least one of:

agent'"'"'s biographical information, profile picture, social network affiliation, areas of expertise or skills, customers'"'"' rated comments and performance ranking.

21. The non-transitory computer readable medium according to claim 17, comprising accessing the agent administration server via a web application that operates on the end-user device.

22. The non-transitory computer readable medium according to claim 17, comprising communicating service satisfaction ranking information of the requested one agent based on end-user'"'"'s feedback.

23. The non-transitory computer readable medium according to claim 17, comprising importing agent information from at least one of:

the agent administrator database, a social network database or uploading from agent'"'"'s communication device.