System for editing and aligning captured events and data to a common time base to create customer service engagement multimedia document
First Claim
1. A method for generating a record of a customer service engagement between a customer located at a customer site and having a problem to be solved and a customer service representative attempting to solve the problem, comprising:
- capturing a plurality of events that occur during the customer service engagement;
capturing data of at least one additional data stream that is generated during the customer service engagement;
aligning the captured plurality of events and the captured at least one additional data stream to a common time base;
editing the aligned captured plurality of events and the captured at least one additional data stream to create a customer service engagement multimedia document of the customer service engagement that includes the plurality of events and the at least one additional data stream.
1 Assignment
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Accused Products
Abstract
When a hardware or software problem reoccurs, a customer is rarely able to remember and repeat the process that was performed by a customer service representative to correct the problem the first time. By capturing desktop events and/or one or more other available data streams during the first customer service engagement, and making a document containing that data available to the customer, the customer can solve a reoccurrence of the problem without having to contact the customer service center. The captured data is integrated into a single multimedia document, which has an indexing capability, highlights critical information, and includes annotations and/or comments. The integrated multimedia document can be distributed to the customer by the customer service representative during an engagement, over a customer accessible network site visited by the customer, or in a CD-ROM provided with the product.
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Citations
49 Claims
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1. A method for generating a record of a customer service engagement between a customer located at a customer site and having a problem to be solved and a customer service representative attempting to solve the problem, comprising:
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capturing a plurality of events that occur during the customer service engagement; capturing data of at least one additional data stream that is generated during the customer service engagement; aligning the captured plurality of events and the captured at least one additional data stream to a common time base; editing the aligned captured plurality of events and the captured at least one additional data stream to create a customer service engagement multimedia document of the customer service engagement that includes the plurality of events and the at least one additional data stream. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25)
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26. A storage medium storing a set of program instructions executable on a data processing device and usable to generate a record of a customer service engagement between a customer located at a customer site and having a problem to be solved and a customer service representative attempting to solve the problem, the set of program instructions comprising:
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instructions for capturing a plurality of events that occur during the customer service engagement; instructions for capturing data of at least one additional data stream that is generated during the customer service engagement; instructions for aligning the captured plurality of events and the captured at least one additional data stream to a common time base; instructions for editing the aligned captured plurality of events and the captured at least one additional data stream to create a customer service engagement multimedia document of the customer service engagement that includes the plurality of events and the at least one additional data stream. - View Dependent Claims (27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49)
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Specification