Method and apparatus for providing web-based assistance to customers and service representatives

• US 6,901,397 B1
• Filed: 02/05/1999
• Issued: 05/31/2005
• Est. Priority Date: 02/05/1999
• Status: Expired due to Term

• Current Assignee: Level 3 Communications LLC (Lumen Technologies, Inc.)
• Original Assignee: GTE Service Corporation (Verizon Communications Inc.)
• Inventors: Moldenhauer, Tina L., Gordy, Greg, Magos, Melissa
• Primary Examiner(s): Channavajjala, Srirama
• Assistant Examiner(s): PHAM, KHANH B
• Application Number:
  US09/245,776
• Time in Patent Office: 2,307 Days
• Field of Search: 345/336, 345/352, 345/349, 345/967, 345/970, 345/327, 345/328, 707/3, 705/26, 348 1- 10
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]
• CPC Class Codes: Y10S 707/99933 Query processing, i.e. searching

Abstract

A web-based application is used to assist customer service representatives or others answer questions about various items such as electronic equipment. The application provides the user with an interface with links to additional pages of information. In one embodiment, the application can be configured to allow the user to answer questions about DSS satellite television systems, including installation, operation and programming information. The web-based application provides information to the user as well as interactive displays that simulate the actual operation of the unit under investigation. The displays can be rotated to assist the user in visualizing the unit under investigation and dialog boxes can be nested to appear when specific portions of a display are selected. For example, the display of a decoder box could be rotated and functional keys selected to obtain additional information about their function.

Claims

1. A computer program product on a computer readable medium for use in providing assistance and order completion to a user when serving a customer, comprising:

(a) a graphical user interface having a home page and a plurality of additional pages including an order entry page for the customer'"'"'s order; and

(b) a set of queries for the user to ask the customer, the responses to which are entered by the user and are used to automatically populate the order entry page.

2. The computer program product of claim 1 further comprises:

(c) a query regarding a zip code for a service;

(d) look-up means for determining if said zip code is a serviceable area.

3. The computer program product of claim 1 further comprises:

(c) a query regarding a zip code for service;

(d) look-up means for determining a program package available for said the zip code provided in response to (c).

4. The computer program product of claim 1 further comprises:

(c) a script of required text for the user to read to the customer.

5. The computer program product of claim 1 further comprises:

(c) means for tracking a completed order.

6. The computer program product of claim 1 further comprises:

(c) means for archiving a completed order.

7. The computer program product of claim 1 wherein said program product is executable on a stand-alone computer.

8. The computer program product of claim 1 wherein said program product is executable on a computer network.

9. A computer program product on a computer readable medium for use in providing assistance and order completion to a user comprising:

(a) a query for a model of set-top box for which the user needs assistance;

(b) means for displaying the set-top box selected in response to (a); and

(c) means for interrogating the display of said selected set-top box.

10. The computer program product of claim 9 wherein said means for interrogating said display comprises means for simulating the functionality of said box.

11. The computer program product of claim 9 wherein said means for interrogating said display comprises means for rotating the display of the box to view an alternate perspective of the box.

12. The computer program product of claim 9 wherein said program product is executable on a stand-alone computer.

13. The computer program product of claim 9 wherein said program product is executable on a computer network.

19. The computer program product of claim 9, further comprising:

(d) means for displaying a series of questions to aid the user in troubleshooting the set-top box.

14. A method of providing a device simulation using a computer based application, wherein said simulation aids a user, said method comprising the steps of:

(a) displaying the device;

(b) interrogating the device in response to a user'"'"'s command; and

(c) displaying a dialog box, which is separate from the device, in response to said interrogation, wherein the dialog box contains a useful description of the results of the interrogation, said displaying a dialog box further including;

displaying at least one question to diagnose the device.

15. The method of claim 14 wherein the device comprises a set-top box.

16. The method of claim 15 wherein step (b) further comprises introducing a command simulation to said displayed set-top box and receiving an output substantially matching the output of an actual set-top box.

17. The method of claim 14 wherein step (b) comprises interrogating a remote control.

18. The method of claim 15 wherein step (b) further comprises rotating the display of the set-top box to view an alternate perspective of the box.