METHOD FOR PROVIDING SUPPORT USING ANSWER ENGINE AND DIALOG RULES

• US 20140119531A1
• Filed: 08/29/2013
• Published: 05/01/2014
• Est. Priority Date: 10/30/2012
• Status: Active Grant

• Current Assignee: Teletech Holdings Incorporated
• Original Assignee: Teletech Holdings Incorporated
• Inventors: Tuchman, Kenneth D., Sharpe, Bruce A., Truong, Henry D.
• Granted Patent: US 9,042,540 B2
• Time in Patent Office: Days
• US Class Current: 379/265.09
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04L 12/1813 for computer conferences, e.g. chat rooms instant messaging H04L51/04; protocols for multimedia communication H04L65/1101; arrangements for multi-party communication H04L65/403; telephonic conference arrangements H04M3/56; television conference systems H04N7/15
• CPC Class Codes: H04M 2203/407 Call center operated for multiple customers
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 7/003 Click to dial services

Abstract

According to one embodiment, a self-service system is to provide self-support knowledgebase (KB) information to allow users to navigate the self-support KB. A monitor is to track user interaction with the self-support KB while a user navigates through the self-support KB. An answer engine is to receive a query from the user to ask a question and in response to the query, to identify a predefined response to the query in view of a set of dialog rules. The answer engine is to transmit one or more related questions that the user will likely ask based on the dialog rules and the user interaction. The answer engine further transmits an invitation to allow the user to initiate a live support session after a predetermined condition has been satisfied.

Claims

1. A computer-implemented method, comprising:

providing, by a self-service system of a server running at server hardware, self-support knowledgebase (KB) to allow a plurality of users to navigate the self-support KB information, the self-support KB including descriptions and illustration for demonstrating usage or solving problems of a plurality of products or service provided by a plurality of goods and service (goods/service) providers, wherein the server represents a service center operated by an enterprise entity that is independent from the plurality of goods/service providers and users, and wherein the service center is to provide over a network product/service support services on behalf of the plurality of goods/service providers to the plurality of users owning products/services provided by the plurality of goods/service providers;

tracking, via the self-service system, user interaction of a first of the plurality of users with the self-support KB information while the first user navigates through the self-support KB information, wherein the first user logs into the server via a mobile application running within a first mobile device of the first user, wherein the first user navigates the self-support KB information via the mobile application of the first mobile device, wherein the first user has previously registered with the server a first product purchased from a first of the plurality of goods/service providers, and wherein the first goods/service provider is one of a plurality of clients of the service center and the service center handles support requests from the first user on behalf of the first goods/service provider without having the first user to directly contact the first goods/service provider;

receiving, at the self-service system of the server, a query concerning the first product from the mobile application of the first mobile device;

in response to the query, automatically examining by the self-service system a set of dialog rules associated with the first client in view of the query and the user interaction with the self-support KB tracked by the self-support system, wherein the dialog rules have been previous configured by an administrator associated with the first client;

transmitting a first predefined response retrieved from the set of dialog rules to the mobile application of the first mobile device of the user, wherein the first predefined response has been previously configured by the administrator of the first client;

identifying, by the self-support system, a set of one or more related questions that the user will likely follow up based on the query, the set of dialog rules, and the user interaction with the self-support KB associated with the first client;

transmitting the one or more related questions to the mobile application of the first mobile device to be presented along with the first predefined response to the query on a display of the first mobile device, wherein each of the one or more related questions is presented as an executable link;

receiving a signal representing a selection of one of the related questions received from the mobile application of the first mobile device; and

in response to the signal, transmitting a second predefined response corresponding to the selected related question to the mobile application of the first mobile device.

2. The method of claim 1, further comprising:

determining in view of the dialog rules whether a predetermined condition has been satisfied based on the user interaction with the self-support KB tracked by the self-support system; and

transmitting an invitation to the first mobile device to be presented to the user via the mobile application of the first mobile device, the invitation to invite the user to initiate a live support session with a support agent of the service center to discuss the first product, if the predetermined condition has been satisfied.

3. The method of claim 2, wherein determining whether a predetermined condition has been satisfied comprises determining whether a number of questions the user has asked via the mobile application of the first mobile device exceeds a predetermined threshold, wherein the invitation is transmitted if the number of questions asked exceeds the predetermined threshold.

4. The method of claim 2, wherein determining whether a predetermined condition has been satisfied comprises determining whether at least one of the related questions has been further asked by the user, wherein the invitation is transmitted if at least one of the related questions has been asked by the user.

5. The method of claim 1, further comprising:

retrieving a first telephone number from a user database associated with the user, wherein the first telephone number has been previously registered with the server by the user;

transmitting the first telephone number to the first mobile device of the user to be displayed via the mobile application on a display of the first mobile device to prompt the user whether a support agent of the service center can call the user back using the first telephone number; and

transmitting a first request to the first mobile device to prompt the user to specify a second telephone number if the user wishes the support agent not to use the first telephone number.

6. The method of claim 5, further comprising transmitting a second request to the first mobile device to invite the user to initiate a chat session with the support agent concurrently.

7. The method of claim 6, further comprising:

receiving a request from the first mobile device of the first user to request a live support service from one of a plurality of support agents associated with the service center, the plurality of support agents engaging live or near-live communications with the plurality of users to explain usage or to solve a problem of a plurality of products or services provided by the plurality of goods/service providers, wherein each of the support agents is equipped with a mobile device having a mobile application running therein to communicate with the server over a network;

in response to the request, identifying a set of skills required to handle the first product currently navigated by the first user via the first mobile device, wherein the skill set is identified based on the tracking of user interaction of the first user on the self-support KB information;

selecting, by an agent manager running within the server, a first of the plurality of support agents having a skill set satisfying the identified skill set, wherein the first support agent has logged into the server from a mobile application running within a second mobile device of the first support agent and has indicated that the first agent is ready to accept on a live support service request; and

establishing, via a multi-channel communications and routing system, at least one of a voice communications session and a chat communications session between the first mobile device and the second mobile device to allow the first user and the first agent to engage live communications discussing the first product, such that the first agent can reach out to the first user regardless a physical geographical location of the first agent.

8. The method of claim 7, further comprising maintaining, by the agent manager, agent states of the plurality of support agents, including information indicating whether the support agents are capable of accepting live support service requests, wherein when a support agent logs into the server via its mobile application of its mobile device, a corresponding agent state is updated to indicate that the support agent is capable of accepting a live support request, and wherein the support agent is to indicate via its mobile application whether the support agent is willing to accept a live support request via a voice channel or a non-voice channel.

9. The method of claim 8, further comprising transmitting a live support request to the second mobile device to prompt the first support agent whether the first support agent is willing to accept the live support request from the first user, wherein the voice and non-voice sessions are established only in response to a response received from the first support agent indicating that the first support agent is available to accept the live request.

10. The method of claim 9, further comprising:

generating, by a case management module running with the server, a support case context, the support case context including contact information of the first user, a subject matter currently navigated by the first user on the self-support KB information, and interactive history of the first user with the server concerning the first product; and

transmitting the support case context to the second mobile device of the first support agent to be displayed on a display of the second mobile device, while the first support agent conducts a live communications session with the first mobile device of the first user via the second mobile device.

11. The method of claim 1, wherein tracking user interaction of the first user on the self-support KB comprises:

determining the subject matter of the self-support KB based on interaction of the first user at a point in time while the first user navigates the self-support KB information; and

predicting, by a guided support identification system of the server, one or more skill set candidates required to solve a problem related to the subject matter, wherein the skill set candidates are identified based on a set of guided support rules mapping subject matters of the self-support KB to a set of predefined skill sets.

12. The method of claim 11, wherein identifying a skill set comprises selecting one of the skill set candidates based on the latest subject matter the first user interacted on the self-support KB, and wherein the skill set candidates are predicted while the first user navigates the self-support KB and prior to receiving the request for live support from the first user.

13. The method of claim 12, wherein the live support request is received in response to an activation by the first user of a link embedded within a presentation page of the self-support KB navigated by the first user via the first mobile device, and wherein the link is displayed as part of content of the presentation page indicating that a live support with a support agent can be initiated to further discuss the content of the presentation page.

14. A non-transitory computer-readable medium having instructions stored therein, which when executed by a processor, cause the processor perform a method, the method comprising:

providing, by a self-service system of a server running at server hardware, self-support knowledgebase (KB) to allow a plurality of users to navigate the self-support KB information, the self-support KB including descriptions and illustration for demonstrating usage or solving problems of a plurality of products or service provided by a plurality of goods and service (goods/service) providers, wherein the server represents a service center operated by an enterprise entity that is independent from the plurality of goods/service providers and users, and wherein the service center is to provide over a network product/service support services on behalf of the plurality of goods/service providers to the plurality of users owning products/services provided by the plurality of goods/service providers;

tracking, via the self-service system, user interaction of a first of the plurality of users with the self-support KB information while the first user navigates through the self-support KB information, wherein the first user logs into the server via a mobile application running within a first mobile device of the first user, wherein the first user navigates the self-support KB information via the mobile application of the first mobile device, wherein the first user has previously registered with the server a first product purchased from a first of the plurality of goods/service providers, and wherein the first goods/service provider is one of a plurality of clients of the service center and the service center handles support requests from the first user on behalf of the first goods/service provider without having the first user to directly contact the first goods/service provider;

receiving, at the self-service system of the server, a query concerning the first product from the mobile application of the first mobile device;

in response to the query, automatically examining by the self-service system a set of dialog rules associated with the first client in view of the query and the user interaction with the self-support KB tracked by the self-support system, wherein the dialog rules have been previous configured by an administrator associated with the first client;

transmitting a first predefined response retrieved from the set of dialog rules to the mobile application of the first mobile device of the user, wherein the first predefined response has been previously configured by the administrator of the first client;

identifying, by the self-support system, a set of one or more related questions that the user will likely follow up based on the query, the set of dialog rules, and the user interaction with the self-support KB associated with the first client;

transmitting the one or more related questions to the mobile application of the first mobile device to be presented along with the first predefined response to the query on a display of the first mobile device, wherein each of the one or more related questions is presented as an executable link;

receiving a signal representing a selection of one of the related questions received from the mobile application of the first mobile device; and

in response to the signal, transmitting a second predefined response corresponding to the selected related question to the mobile application of the first mobile device.

15. The non-transitory computer-readable medium of claim 14, wherein the method further comprises:

determining in view of the dialog rules whether a predetermined condition has been satisfied based on the user interaction with the self-support KB tracked by the self-support system; and

transmitting an invitation to the first mobile device to be presented to the user via the mobile application of the first mobile device, the invitation to invite the user to initiate a live support session with a support agent of the service center to discuss the first product, if the predetermined condition has been satisfied.

16. The non-transitory computer-readable medium of claim 15, wherein determining whether a predetermined condition has been satisfied comprises determining whether a number of questions the user has asked via the mobile application of the first mobile device exceeds a predetermined threshold, wherein the invitation is transmitted if the number of questions asked exceeds the predetermined threshold.

17. The non-transitory computer-readable medium of claim 15, wherein determining whether a predetermined condition has been satisfied comprises determining whether at least one of the related questions has been further asked by the user, wherein the invitation is transmitted if at least one of the related questions has been asked by the user.

18. The non-transitory computer-readable medium of claim 14, wherein the method further comprises:

retrieving a first telephone number from a user database associated with the user, wherein the first telephone number has been previously registered with the server by the user;

transmitting the first telephone number to the first mobile device of the user to be displayed via the mobile application on a display of the first mobile device to prompt the user whether a support agent of the service center can call the user back using the first telephone number; and

transmitting a first request to the first mobile device to prompt the user to specify a second telephone number if the user wishes the support agent not to use the first telephone number.

19. The non-transitory computer-readable medium of claim 18, wherein the method further comprises transmitting a second request to the first mobile device to invite the user to initiate a chat session with the support agent concurrently.

20. A server running at server hardware, comprising:

a self-service system running within the server to provide self-support knowledgebase (KB) to allow a plurality of users to navigate the self-support KB information, the self-support KB including descriptions and illustration for demonstrating usage or solving problems of a plurality of products or service provided by a plurality of goods and service (goods/service) providers, wherein the server represents a service center operated by an enterprise entity that is independent from the plurality of goods/service providers and users, and wherein the service center is to provide over a network product/service support services on behalf of the plurality of goods/service providers to the plurality of users owning products/services provided by the plurality of goods/service providers,

wherein the self-service system is configured to

track user interaction of a first of the plurality of users with the self-support KB information while the first user navigates through the self-support KB information, wherein the first user logs into the server via a mobile application running within a first mobile device of the first user, wherein the first user navigates the self-support KB information via the mobile application of the first mobile device, wherein the first user has previously registered with the server a first product purchased from a first of the plurality of goods/service providers, and wherein the first goods/service provider is one of a plurality of clients of the service center and the service center handles support requests from the first user on behalf of the first goods/service provider without having the first user to directly contact the first goods/service provider,

receive a query concerning the first product from the mobile application of the first mobile device,

in response to the query, automatically examine a set of dialog rules associated with the first client in view of the query and the user interaction with the self-support KB tracked by the self-support system, wherein the dialog rules have been previous configured by an administrator associated with the first client,

transmit a first predefined response retrieved from the set of dialog rules to the mobile application of the first mobile device of the user, wherein the first predefined response has been previously configured by the administrator of the first client,

identify a set of one or more related questions that the user will likely follow up based on the query, the set of dialog rules, and the user interaction with the self-support KB associated with the first client,

transmit the one or more related questions to the mobile application of the first mobile device to be presented along with the first predefined response to the query on a display of the first mobile device, wherein each of the one or more related questions is presented as an executable link;

receiving a signal representing a selection of one of the related questions received from the mobile application of the first mobile device, and

in response to the signal, transmit a second predefined response corresponding to the selected related question to the mobile application of the first mobile device.

21. The server of claim 20, wherein the self-service system comprises an answer engine configured to

determine in view of the dialog rules whether a predetermined condition has been satisfied based on the user interaction with the self-support KB tracked by the self-support system, and

transmit an invitation to the first mobile device to be presented to the user via the mobile application of the first mobile device, the invitation to invite the user to initiate a live support session with a support agent of the service center to discuss the first product, if the predetermined condition has been satisfied.