Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface
First Claim
1. In a multimedia communication center (MMCC), a client self-help system, comprising:
- a self-help wizard presentable in an interactive interface to the client by the MMCC; and
an updating function whereby the self-help wizard is automatically updated each time the client completes a new transaction.
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Abstract
In a multimedia call center (MMCC) operating through an operating system, a client-specific self-help wizard is provided for active clients and updated periodically with information related to client transaction history with the MMCC. A connected client is presented by the wizard with a selective media function through which the client may a select a media type for interaction and help, and the MMCC will then re-contact the client through the selected media. The client, for example, may select IP or COST telephony, and the MMCC will place a call to the client to a number or IP address listed for the client, and interactivity will then be through an interactive voice response unit. Help information specific to a client is updated in the client'"'"'s wizard periodically according to ongoing transaction history with the MMCC. The wizard may also monitor client activity with the wizard and make reports available to various persons.
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Citations
14 Claims
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1. In a multimedia communication center (MMCC), a client self-help system, comprising:
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a self-help wizard presentable in an interactive interface to the client by the MMCC; and
an updating function whereby the self-help wizard is automatically updated each time the client completes a new transaction. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A method for providing aid to a client of an enterprise- hosted multimedia call center (MMCC), comprising steps of:
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(a) providing a self-help wizard presentable in an interactive interface to the client; and
(b) automatically updating the wizard each time the client completes a transaction. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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Specification