Method for providing support services using consumer selected specialist and specialist ratings

• US 8,874,636 B2
• Filed: 01/03/2012
• Issued: 10/28/2014
• Est. Priority Date: 01/03/2012
• Status: Active Grant

• Current Assignee: Teletech Holdings Incorporated
• Original Assignee: Teletech Holdings Incorporated
• Inventors: Tuchman, Kenneth D., Sharpe, Bruce A., Truong, Henry D.
• Primary Examiner(s): Dalencourt, Yves
• Application Number:
  US13/342,794
• Publication Number:
  US 20130173687A1
• Time in Patent Office: 1,029 Days
• Field of Search: 709/202, 705/1.1, 705/10, 705/7.14
• US Class Current: 709/202
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]
• CPC Class Codes: H04L 51/52 for supporting social networking services
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

A service center receives a request from a remote device for a live support session of a product supported by the service center, where the service center provides support services for a plurality of products on behalf of a plurality of product providers. In response to the request, the service center determines one or more preferred agents that are known to a user of the remote device and transmits information representing the preferred agents to the remote device to allow the user to select one of the preferred agents for the live support session. In response to a user selection of an agent, a communications session is established between the user and the selected agent to enable the selected agent to provide live support.

Claims

1. A computer-implemented method for providing support services to users of products, the method comprising:

providing a self-support site to present an article describing one or more possible solutions to a problem associated with a product;

monitoring user interaction of a user with the article while the user is navigating the article, including periodically receiving signals representing the user interaction from at least one of a remote device and the self-support site within the same user session;

determining a subject matter that the user is interested in based on an analysis of the user interaction;

determining a skill set required to provide live support services to the subject matter associated with the product;

receiving, at a computer server representing a support center, a request from the remote device for a live support session of the product supported by the support center, wherein the support center provides support services for a plurality of products on behalf of a plurality of product providers;

in response to the request, determining by the computer server a first list of one or more preferred agents that are known to the user of the remote device, wherein the preferred agents have a prior relationship with the user in a previous support session;

identifying a second list of one or more recommended agents to be recommended to the user based on a subject domain of the product, user interaction, and a skill set required to provide support to the product, wherein the recommended agents have no prior relationship with the user;

transmitting from the computer server information representing the first list of preferred agents and the second list of recommended agents to be displayed on the remote device to allow the user to select one of the preferred agents and the recommended agents for the live support session, wherein the first list of preferred agents and the second list of recommended agents are concurrently displayed on the remote device, including displaying information indicating that the preferred agents have a prior relationship with the user and that the recommended agents are not known to the user but recommended by the computer server, wherein the information transmitted to the remote device representing the preferred agents and recommended agents includes an average rating of each of the preferred agents and recommended agents, a thumbnail image of each of the preferred agents and recommended agents, an indication indicating whether each of the preferred agents and recommended agents is available at the point in time, and expected wait time for each of preferred agents and recommended agents to be available;

receiving at the computer server a user selection of an agent from the remote device that is selected from the displayed preferred agents and the recommended agents; and

in response to the user selection, establishing a communications session between the remote device of the user and the selected agent to enable the selected agent to provide live support on the product.

2. The method of claim 1, wherein monitoring user interaction of the user with the article while the user is navigating the article comprises tracking events and an amount of time the user has spent browsing on a particular section of the article, wherein the tracked events and the amount of time is used as a weight factor in determining the subject matter.

3. The method of claim 2, wherein the preferred agents presented to the user are selected from a plurality of preferred agents that have ratings higher than a predetermined threshold, and wherein preferred agents having ratings below the predetermined threshold are not presented to the user.

4. The method of claim 3, further comprising:

transmitting a survey of the selected agent to the remote device to allow the user to rate the selected agent after the live support session is completed;

in response to a user rating of the selected agent, updating ratings of the selected agent in an agent database and in a preferred agent database associated with the user, wherein the ratings are utilized for future recommendations of agents;

if the selected agent is a recommended agent and the user rating is greater than or equal to a second predetermined threshold, designating the selected agent as a preferred agent in the preferred agent database for the user; and

if the user rating of the selected agent is below the second predetermined threshold, marking in the preferred agent database of the user the selected agent not to be presented to the user subsequently.

5. The method of claim 1, further comprising in response to the user selection of the preferred agent, queuing the request for live support session in a priority queue associated with the selected agent, wherein requests pending in the priority queue specifically requested a live support session with the selected agent from a plurality of users, wherein the priority queue is one of a plurality of priority queues maintained by the server, each priority queue corresponding to a specific agent.

6. A non-transitory machine-readable storage medium having instructions stored therein, which when executed by a machine, cause the machine to perform a method for providing support services to users of products, the method comprising:

providing a self-support site to present an article describing one or more possible solutions to a problem associated with a product;

monitoring user interaction of a user with the article while the user is navigating the article, including periodically receiving signals representing the user interaction from at least one of a remote device and the self-support site within the same user session;

determining a subject matter that the user is interested in based on an analysis of the user interaction;

determining a skill set required to provide live support services to the subject matter associated with the product;

receiving, at a computer server representing a support center, a request from the remote device for a live support session of the product supported by the support center, wherein the support center provides support services for a plurality of products on behalf of a plurality of product providers;

in response to the request, determining a first list of one or more preferred agents that are known to the user of the remote device, wherein the preferred agents have a prior relationship with the user in a previous support session;

identifying a second list of one or more recommended agents to be recommended to the user based on a subject domain of the product, user interaction, and a skill set required to provide support to the product, wherein the recommended agents have no prior relationship with the user;

transmitting information representing the first list of preferred agents and the second list of recommended agents to be displayed on the remote device to allow the user to select one of the preferred agents and the recommended agents for the live support session, wherein the first list of preferred agents and the second list of recommended agents are concurrently displayed on the remote device, including displaying information indicating that the preferred agents have a prior relationship with the user and that the recommended agents are not known to the user but recommended by the computer server, wherein the information transmitted to the remote device representing the preferred agents and recommended agents includes an average rating of each of the preferred agents and recommended agents, a thumbnail image of each of the preferred agents and recommended agents, an indication indicating whether each of the preferred agents and recommended agents is available at the point in time, and expected wait time for each of preferred agents and recommended agents to be available;

receiving at the computer server a user selection of an agent from the remote device that is selected from the displayed preferred agents and the recommended agents; and

in response to the user selection, establishing a communications session between the remote device of the user and the selected agent to enable the selected agent to provide live support on the product.

7. The non-transitory machine-readable storage medium of claim 6, wherein monitoring user interaction of the user with the article while the user is navigating the article comprises tracking events and an amount of time the user has spent browsing on a particular section of the article, wherein the tracked events and amount of time is used as a weight factor in determining the subject matter.

8. The non-transitory machine-readable storage medium of claim 7, wherein the preferred agents presented to the user are selected from a plurality of preferred agents that have ratings higher than a predetermined threshold, and wherein preferred agents having ratings below the predetermined threshold are not presented to the user.

9. The non-transitory machine-readable storage medium of claim 8, wherein the method further comprises:

transmitting a survey of the selected agent to the remote device to allow the user to rate the selected agent after the live support session is completed;

in response to a user rating of the selected agent, updating ratings of the selected agent in an agent database and in a preferred agent database associated with the user, wherein the ratings are utilized for future recommendations of agents;

if the selected agent is a recommended agent and the user rating is greater than or equal to a second predetermined threshold, designating the selected agent as a preferred agent in the preferred agent database for the user; and

if the user rating of the selected agent is below the second predetermined threshold, marking in the preferred agent database of the user the selected agent not to be presented to the user subsequently.

10. The non-transitory machine-readable storage medium of claim 6, wherein the method further comprises in response to the user selection of the preferred agent, queuing the request for live support session in a priority queue associated with the selected agent, wherein requests pending in the priority queue specifically requested a live support session with the selected agent from a plurality of users, wherein the priority queue is one of a plurality of priority queues maintained by the server, each priority queue corresponding to a specific agent.

11. A data processing system, comprising:

a processor; and

a memory coupled to the processor for storing instructions, which when executed from the memory, cause the processor to

provide a self-support site to present an article describing one or more possible solutions to a problem associated with a product,

monitor user interaction of a user with the article while the user is navigating the article, including periodically receiving signals representing the user interaction from at least one of a remote device and the self-support site within the same user session,

determine a subject matter that the user is interested in based on an analysis of the user interaction,

determine a skill set required to provide live support services to the subject matter associated with the product,

receive a request from the remote device for a live support session of the product supported by the service center, wherein the data processing system provides support services for a plurality of products on behalf of a plurality of product providers,

in response to the request, determine a first list of one or more preferred agents that are known to the user of the remote device, wherein the preferred agents have a prior relationship with the user in a previous support session, identify a second list of one or more recommended agents to be recommended to the user based on a subject domain of the product, user interaction, and a skill set required to provide support to the product, wherein the recommended agents have no prior relationship with the user,

transmit information representing the first list of preferred agents and the second list of recommended agents to be displayed on the remote device to allow the user to select one of the preferred agents and the recommended agents for the live support session, wherein the first list of preferred agents and the second list of recommended agents are concurrently displayed on the remote device, including displaying information indicating that the preferred agents have a prior relationship with the user and that the recommended agents are not known to the user but recommended by the computer server, wherein the information transmitted to the remote device representing the preferred agents and recommended agents includes an average rating of each of the preferred agents and recommended agents, a thumbnail image of each of the preferred agents and recommended agents, an indication indicating whether each of the preferred agents and recommended agents is available at the point in time, and expected wait time for each of preferred agents and recommended agents to be available,

receive a user selection of an agent from the remote device that is selected from the displayed preferred agents and the recommended agents, and

in response to the user selection, establish a communications session between the remote device of the user and the selected agent to enable the selected agent to provide live support on the product.

12. The system of claim 11, wherein monitoring user interaction of the user with the article while the user is navigating the article comprises tracking events and an amount of time the user has spent browsing on a particular section of the article, wherein the tracked events and the amount of time is used as a weight factor in determining the subject matter.

determine the skill set required to provide live support services to the subject matter associated with the product.

13. The system of claim 12, wherein the preferred agents presented to the user are selected from a plurality of preferred agents that have ratings higher than a predetermined threshold, and wherein preferred agents having ratings below the predetermined threshold are not presented to the user.

14. A computer-implemented method for providing support services to users of products, the method comprising:

receiving, at a mobile device, information representing one or more preferred agents and one or more recommended agents from a support center over a network, wherein the preferred agents are known to a user of the mobile device and have a prior relationship with the user, wherein each of the preferred agents was selected and interacted with the user during a previous live support session, and wherein each of the preferred agents was rated by the user at a conclusion of a previous live support session, wherein the recommended agents are recommended by the service center and the recommended agents have no prior relationship with the user, wherein each of the recommended agents is selected by the support center based on a subject domain of the product, user interaction, user feedback rating, and a skill set required to provide support to the product, and wherein the support center provides support services for a plurality of products on behalf of a plurality of product providers;

displaying in a first display area of a display of the mobile device the one or more preferred agents, including displaying information indicating that the one or more preferred agents are known to a user of the mobile device;

concurrently displaying in a second display area of the display of the mobile device the one or more recommended agents to allow the user to select one of the preferred agents and recommended agents;

for each of the preferred agents and recommended agents, displaying an average rating of the agent, a thumbnail image of the agent, an indication indicating whether the agent is available at the point in time, and expected wait time for the agent to be available; and

in response to a user selection of one of the preferred agents and recommended agents, establishing a communications session with the selected agent via the support center for conducting a live support session concerning a product.

15. The method of claim 14, wherein the preferred agents presented to the user are selected from a plurality of preferred agents that have ratings higher than a predetermined threshold.

16. The method of claim 15, wherein preferred agents having ratings below the predetermined threshold are not presented to the user.