METHODS FOR PROVIDING CROSS-VENDOR SUPPORT SERVICES

• US 20150339676A1
• Filed: 07/31/2015
• Published: 11/26/2015
• Est. Priority Date: 04/12/2011
• Status: Active Grant

• Current Assignee: Teletech Holdings Incorporated
• Original Assignee: Teletech Holdings Incorporated
• Inventors: Tuchman, Kenneth D., Sharpe, Bruce A., Truong, Henry D., Rahn, Alan B.
• Granted Patent: US 9,454,761 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 16/9535 Search customisation based on user profiles and personalisation
• CPC Class Codes: G06F 16/955 using information identifiers, e.g. uniform resource locators [URL]
• CPC Class Codes: G06F 21/10 Protecting distributed programs or content, e.g. vending or licensing of copyrighted material protection in video systems or pay television H04N7/16 ; Digital rights management [DRM]
• CPC Class Codes: G06F 21/31 User authentication
• CPC Class Codes: G06F 21/6218 to a system of files or objects, e.g. local or distributed file system or database
• CPC Class Codes: G06F 2221/2119 Authenticating web pages, e.g. with suspicious links
• CPC Class Codes: G06F 2221/2129 Authenticate client device independently of the user
• CPC Class Codes: G06F 9/468 Specific access rights for resources, e.g. using capability register
• CPC Class Codes: G06K 7/1413 1D bar codes
• CPC Class Codes: G06K 7/1417 2D bar codes
• CPC Class Codes: G06Q 10/06312 Adjustment or analysis of established resource schedule, e.g. resource or task levelling, or dynamic rescheduling
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G06Q 30/012 Providing warranty services
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/0635 Processing of requisition or of purchase orders
• CPC Class Codes: G06Q 50/01 Social networking
• CPC Class Codes: H04L 63/083 using passwords cryptographic mechanisms or cryptographic arrangements for entity authentication using a predetermined code H04L9/3226
• CPC Class Codes: H04L 63/0876 based on the identity of the terminal or configuration, e.g. MAC address, hardware or software configuration or device fingerprint
• CPC Class Codes: H04L 63/104 Grouping of entities
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/10 : in which an application is distributed across nodes in the network software deployment G06F8/60; multiprogramming arrangements G06F9/46
• CPC Class Codes: H04L 67/51 : Discovery or management thereof, e.g. service location protocol [SLP] or web services
• CPC Class Codes: H04M 1/72403 : with means for local support of applications that increase the functionality
• CPC Class Codes: H04W 12/068 : using credential vaults, e.g. password manager applications or one time password [OTP] applications
• CPC Class Codes: H04W 4/00 : Services specially adapted for wireless communication networks; Facilities therefor

Abstract

After successfully authenticating a user of a mobile device, products that have been registered with the server are determined. For each of the registered products, a list of support options available to the user is determined for a corresponding registered product, the list of support options including a live support option and a self-support option. For the self-support option available to the corresponding registered product, articles associated with the corresponding registered product are identified that have been published in an online publication forum. For the live support option available a list of communication options is determined that is available for the user to establish a live communication session with a support agent. A personalized page to the mobile device to be displayed at a display of the mobile device, listing the registered products. Each product is associated with the support options available.

Claims

1. A computer-implemented method, the method comprising:

in response to a login request at a server via an application programming interface (API) from a mobile application running within a mobile device of a user over a network, authenticating the user based on a user credential obtained from the login request;

after successfully authenticating the user of the mobile device, retrieving from a user account associated with the user one or more products that have been registered with the server;

for each of the registered products,

determining a list of support options available to the user for a corresponding registered product, the list of support options including a live support option and a self-support option,

for the self-support option available to the corresponding registered product, identifying one or more articles associated with the corresponding registered product that have been published in an online publication forum, and

for the live support option available to the corresponding registered product, determining a list of communication options that is available for the user to establish a live communication session with a support agent; and

transmitting a personalized page to the mobile device to be displayed at a display of the mobile device, the personalized page listing the one or more registered products associated with the user, wherein each of the registered products is associated with one or more first graphical representations representing the support options that are available to an associated registered product, wherein the personalized page includes a first one-touch button to contact a support agent of the server using one or more of the available communication options and a link to the one or more articles of the publication forum to allow the user to attempt finding a solution to the registered products without having to contact a support agent of the server.

2. The method of claim 1, wherein the list of communication options includes a first list of communication channels that are preferred by both the user and a client that provides the corresponding registered product.

3. The method of claim 2, wherein determining a list of communication options available to the user comprises:

retrieving a second list of communication channels from a user profile of the user, wherein the second list of communication channels are preferred by the user;

retrieving a third list of communication channels from a client database, wherein the third list of communication channels are preferred by the client associated with the corresponding registered product; and

generating the first list of communication channels based on the second and third lists of communication channels, wherein the first list of communication channels commonly exist in the second list and the third list of communication channels.

4. The method of claim 1, wherein availability of the support options is determined based on a client preference of a client that provides the corresponding registered product.

5. The method of claim 1, wherein the user account is associated with a first of a plurality of different types of memberships associated with the user, the different types of memberships associated with different cost structures, and wherein the list of support options available to the user is determined based on the first type of membership associated with the user account.

6. The method of claim 1, wherein the one or more articles include a self-service article compiled from a plurality of messages posted from a plurality of members of a discussion thread associated with the corresponding registered product in the online community forum.

7. The method of claim 1, wherein at least a first of the articles published on the online publication forum includes a second one-touch button to allow the user to establish a live support session with a support agent of the server during or after reviewing the first article.

8. The method of claim 7, wherein the first one-touch button represents one of the first graphical representations displayed on the mobile device, each of the first graphical representations corresponding to a different one of communication channels that are available for the user to contact the server from the mobile device.

9. The method of claim 7, wherein the second one-touch button represents one of one or more second graphical representations associated with the first article displayed on the online publication forum, each of the second graphical representations corresponding to a different one of the communication channels that are available for the user to contact the server from the online publication forum.

10. The method of claim 1, wherein the server provides support services for a plurality of products provided by a plurality of clients as product providers, and wherein the one or more articles were generated from a knowledgebase (KB) based on a support history of the corresponding registered product.

11. A non-transitory machine-readable medium having instructions stored therein, which when executed by a processor, cause the processor to perform operations, the operations comprising:

in response to a login request at a server via an application programming interface (API) from a mobile application running within a mobile device of a user over a network, authenticating the user based on a user credential obtained from the login request;

after successfully authenticating the user of the mobile device, retrieving from a user account associated with the user one or more products that have been registered with the server;

for each of the registered products,

determining a list of support options available to the user for a corresponding registered product, the list of support options including a live support option and a self-support option,

for the self-support option available to the corresponding registered product, identifying one or more articles associated with the corresponding registered product that have been published in an online publication forum, and

for the live support option available to the corresponding registered product, determining a list of communication options that is available for the user to establish a live communication session with a support agent; and

transmitting a personalized page to the mobile device to be displayed at a display of the mobile device, the personalized page listing the one or more registered products associated with the user, wherein each of the registered products is associated with one or more first graphical representations representing the support options that are available to an associated registered product, wherein the personalized page includes a first one-touch button to contact a support agent of the server using one or more of the available communication options and a link to the one or more articles of the publication forum to allow the user to attempt finding a solution to the registered products without having to contact a support agent of the server.

12. The non-transitory machine-readable medium of claim 11, wherein the list of communication options includes a first list of communication channels that are preferred by both the user and a client that provides the corresponding registered product.

13. The non-transitory machine-readable medium of claim 12, wherein determining a list of communication options available to the user comprises:

retrieving a second list of communication channels from a user profile of the user, wherein the second list of communication channels are preferred by the user;

retrieving a third list of communication channels from a client database, wherein the third list of communication channels are preferred by the client associated with the corresponding registered product; and

generating the first list of communication channels based on the second and third lists of communication channels, wherein the first list of communication channels commonly exist in the second list and the third list of communication channels.

14. The non-transitory machine-readable medium of claim 11, wherein availability of the support options is determined based on a client preference of a client that provides the corresponding registered product.

15. The non-transitory machine-readable medium of claim 11, wherein the user account is associated with a first of a plurality of different types of memberships associated with the user, the different types of memberships associated with different cost structures, and wherein the list of support options available to the user is determined based on the first type of membership associated with the user account.

16. The non-transitory machine-readable medium of claim 11, wherein the one or more articles include a self-service article compiled from a plurality of messages posted from a plurality of members of a discussion thread associated with the corresponding registered product in the online community forum.

17. The non-transitory machine-readable medium of claim 11, wherein at least a first of the articles published on the online publication forum includes a second one-touch button to allow the user to establish a live support session with a support agent of the server during or after reviewing the first article.

18. The non-transitory machine-readable medium of claim 17, wherein the first one-touch button represents one of the first graphical representations displayed on the mobile device, each of the first graphical representations corresponding to a different one of communication channels that are available for the user to contact the server from the mobile device.

19. The non-transitory machine-readable medium of claim 17, wherein the second one-touch button represents one of one or more second graphical representations associated with the first article displayed on the online publication forum, each of the second graphical representations corresponding to a different one of the communication channels that are available for the user to contact the server from the online publication forum.

20. The non-transitory machine-readable medium of claim 11, wherein the server provides support services for a plurality of products provided by a plurality of clients as product providers, and wherein the one or more articles were generated from a knowledgebase (KB) based on a support history of the corresponding registered product.

21. A data processing system operating as a server, comprising:

a processor;

a memory coupled to the processor to store instructions, which when execute by the processor, cause the processor to perform operations, the operations including

in response to a login request at a server via an application programming interface (API) from a mobile application running within a mobile device of a user over a network, authenticating the user based on a user credential obtained from the login request;

after successfully authenticating the user of the mobile device, retrieving from a user account associated with the user one or more products that have been registered with the server;

for each of the registered products,

determining a list of support options available to the user for a corresponding registered product, the list of support options including a live support option and a self-support option,

for the self-support option available to the corresponding registered product, identifying one or more articles associated with the corresponding registered product that have been published in an online publication forum, and

for the live support option available to the corresponding registered product, determining a list of communication options that is available for the user to establish a live communication session with a support agent; and

transmitting a personalized page to the mobile device to be displayed at a display of the mobile device, the personalized page listing the one or more registered products associated with the user, wherein each of the registered products is associated with one or more first graphical representations representing the support options that are available to an associated registered product, wherein the personalized page includes a first one-touch button to contact a support agent of the server using one or more of the available communication options and a link to the one or more articles of the publication forum to allow the user to attempt finding a solution to the registered products without having to contact a support agent of the server.

22. The system of claim 21, wherein the list of communication options includes a first list of communication channels that are preferred by both the user and a client that provides the corresponding registered product.

23. The system of claim 22, wherein determining a list of communication options available to the user comprises:

retrieving a second list of communication channels from a user profile of the user, wherein the second list of communication channels are preferred by the user;

retrieving a third list of communication channels from a client database, wherein the third list of communication channels are preferred by the client associated with the corresponding registered product; and

generating the first list of communication channels based on the second and third lists of communication channels, wherein the first list of communication channels commonly exist in the second list and the third list of communication channels.