User specific support in communications systems
First Claim
1. In an Internet connected communication system with multiple modes of communication, a server storing and executing software providing a user support system, comprising:
- an interface accessible from the Internet for accepting information from outside users and for presenting information to the users;
wherein, the software is configured to a specific user and upon a contact from the specific user, the information software presents to the specific user an interface automatically updated with available information according to the specific user interaction and/or request.
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Accused Products
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 an Internet connected communication system with multiple modes of communication, a server storing and executing software providing a user support system, comprising:
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an interface accessible from the Internet for accepting information from outside users and for presenting information to the users; wherein, the software is configured to a specific user and upon a contact from the specific user, the information software presents to the specific user an interface automatically updated with available information according to the specific user interaction and/or request. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A method for providing user support in a multimedia Internet connected communication system by storing and executing software from a server, comprising steps of:
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(a) accepting information from a specific user through an interface; and (b) presenting to the specific user by the software configured to the specific user, an interface automatically updated with available information according to user interaction and/or request. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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Specification