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COMMUNICATION CONDUIT FOR HELP DESK SERVICE

  • US 20180276676A1
  • Filed: 03/24/2017
  • Published: 09/27/2018
  • Est. Priority Date: 03/24/2017
  • Status: Abandoned Application
First Claim
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1. A method comprising:

  • identifying, through a help desk service, an unresolved case;

    evaluating case details associated with the unresolved case, wherein the evaluating comprises;

    analyzing an issue that requires resolution, detecting a case state that corresponds with one or more actions taken to resolve the issue of the unresolved case, anddetecting, through the help desk service, user presence information indicating availability of a customer associated with the unresolved case;

    generating a follow-up inquiry based on the detected case state; and

    automatically transmitting, through the help desk service, the follow-up inquiry to the customer based on an evaluation of the user presence information indicating that the customer is available.

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