Methods for providing self-support services using information from a viral source

• US 9,178,994 B2
• Filed: 04/12/2011
• Issued: 11/03/2015
• Est. Priority Date: 04/12/2011
• Status: Active Grant

• Current Assignee: Teletech Holdings Incorporated
• Original Assignee: Teletech Holdings Incorporated
• Inventors: Tuchman, Kenneth D., Sharpe, Bruce A., Truong, Henry D., Rahn, Alan B.
• Primary Examiner(s): Gillis, Brian J
• Assistant Examiner(s): TOKUTA, SHEAN S
• Application Number:
  US13/085,406
• Publication Number:
  US 20120265800A1
• Time in Patent Office: 1,666 Days
• Field of Search: 379/265.01, 379/265.09, 379/265.02, 379/266.01, 379/309, 379/265.05, 379/265.06, 379/265.1, 379/265.12, 379/265.13
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 30/0207 Discounts or incentives, e.g. coupons or rebates
• CPC Class Codes: H04M 2203/1058 Shopping and product ordering
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

According to one aspect, a request is received at a services application programming interface (API) of a support center from a user for support services of a product provided by a client of the support center. In response to the request, one or more articles associated with the product are identified that have been published in an online publication forum, where the articles have been extracted from a knowledgebase (KB) based on a support history of the product maintained by the support center. A list of support options is presented to the user, including a first one-touch button to contact an agent of the support center and a link to the one or more articles of the publication forum to allow the user to attempt finding a solution to the product without having to contact the agent of the support center.

Claims

1. A computer-implemented method for online self-support services, the method comprising:

receiving, at a services application programming interface (API) of a server representing a support center, a login request from a mobile application running within a mobile device over a network;

after successfully authenticating a user of the mobile device, retrieving from a user account associated with the user one or more products that have been registered to the user with the support center and stored in a persistent storage device of the server, wherein the support center provides support services for a plurality of products provided by a plurality of clients as product providers;

for each of the registered products, identifying one or more articles associated with the product that have been published in an online publication forum, wherein the articles have been extracted from a knowledgebase (KB) based on a support history of the product maintained by the support center;

determining a list of support options available to the user for each of the registered products, the support options including a live support option and an online self-support option, wherein the availability of the support options are determined based on a client preference of a client that provides the corresponding registered product;

for each live support option available to the user for each of the registered products, determining a list of communications options that is available for the user to establish a live communication session with a support agent, wherein availability of the communications options are determined based on the client preference of the associated client and a user preference of the user, wherein the client preference has been previously configured and stored in a client database, and wherein the user preference is stored in a user profile of the user maintained by the server;

transmitting a personalized page to the mobile device to be displayed at a display of the mobile device, the personalized page listing the one or more registered products associated with the user, including names, serial numbers, and product providers of the registered products, wherein each of the registered products is associated with one or more graphical representations representing the support options that are available to the associated registered product, which when activated, transmits a support request to the support center for support services for the associated product, wherein the personalized page includes a first one-touch button to contact a first agent of the support center using one or more of the available communications options and a link to the one or more articles of the online publication forum to allow the user to attempt finding a solution to the product without having to contact the first agent of the support center, wherein at least a first of the articles published on the online publication forum includes a second one-touch button to allow the user to contact a second agent of the support center during or after reviewing the first article, the graphical representations being presented together within the personalized page to indicate available support options for support services of the associated product;

in response to receiving a support request via an activation of the second one-touch button displayed within the first article when the user accesses the first article via the link displayed within the personalized page, establishing a live communication session using a selected communication channel to contact the second agent;

generating a touch plan including information related to a section of the first article being accessed, the touch plan to track interactions with the second agent via the live communication session;

sending the touch plan including the information related to the section of the first article for allowing the second agent to provide support services focusing on content of the section of the first article accessed;

and wherein determining a list of communications options that is available for the user to establish a live communication session with a support agent comprises;

retrieving a first list of communication channels from the user profile of the user, wherein the first list of communication channels are preferred by the user for conducting a live support session with a support agent;

retrieving a second list of communication channels from the client database, wherein the second list of communication channels are preferred by the client associated with the product for conducting a live support session with the user; and

generating a third list of communication channels based on the first and second lists of communication channels, wherein the third list of communication channels are preferred by both the user and the client and commonly exist in the first list and the second list of communication channels.

2. The method of claim 1, wherein the user account is associated with a first of a plurality of different types of memberships associated with the user, the different types of memberships associated with different cost structures, and wherein the list of support options available to the user is determined based on the first type of membership associated with the user account.

3. The method of claim 2, wherein the articles include a self-service article compiled from a plurality of messages posted from a plurality of members of a discussion thread associated with the product in an online community forum.

4. The method of claim 1, wherein the first one-touch button represents one of one or more first graphical representations associated with the product displayed on the mobile device, each of the first graphical representations corresponding to a different one of communication channels that are available for the user to contact the agent from the mobile device, wherein the communication channels include voice, email, and chat communication mechanisms.

5. The method of claim 4, wherein the second one-touch button represents one of one or more second graphical representations associated with the articles displayed on the online publication forum, each of the second graphical representations corresponding to a different one of the communication channels that are available for the user to contact the agent from the online publication forum.

6. The method of claim 1, further comprising:

performing analysis on content of a plurality of KBs, the plurality of KBs including at least one of an internal support KB of the support center, a client KB, a manufacturer KB, and an online community KB to identify one or more solutions to a particular problem of a particular product;

integrating the solutions into an article describing the one or more solutions to the particular problem of the particular product;

editing and approving the article to satisfy certain technical and legal requirements; and

enabling the article to be publically accessible in the online publication forum.

19. The method of claim 1, wherein the registered products include a first product and a second product, wherein the method further comprises:

associating in the personalized page a first universal resource locator (URL) link with the first product, the first URL link linking to a first Web page having information describing one or more solutions concerning a problem with the first product, such that the user can access the first Web page for self-support of the first product via the first URL link without having to initiate a live support session; and

associating in the personalized page a second URL link with the second product, the second URL link linking to a second Web page having information describing one or more solutions concerning a problem with the second product, such that the user can access the second Web page for self-support of the second product via the second URL link without having to initiate a live support session, wherein the first and second URL links are displayed within the personalized page when the personalized page is presented to the user by the mobile application of the mobile device.

20. The method of claim 19, further comprising:

associating in the personalized page a first social network link with the first product, the first social network link linking to a first discussion forum of a first social network site to allow the user to participate in a discussion related to the first product; and

associating in the personalized page a second social network link with the second product, the second social network link linking to a second discussion forum of a second social network site to allow the user to participate in a discussion related to the second product, wherein the first and second social network links are displayed within the personalized page when the personalized page is presented to the user by the mobile application of the mobile device.

21. The method of claim 20, further comprising:

accessing a product intelligence store to determine whether there is a pending notification for a rebate, an offer to upgrade, or a recall of the first product; and

including in the personalized page information of the pending notification, including indicating a number of pending notifications available for the first product, wherein the number of pending notification is displayed within the personalized page by the mobile application.

22. The method of claim 21, further comprising:

determining a first resource location storing a specification of the first product; and

including in the personalized page a first link corresponding to the first resource location, wherein the first link, when activated from the personalized page displayed by the mobile application, is to access the specification of the first product from the first resource location.

23. The method of claim 22, further comprising:

determining a second resource location storing a user manual of the first product; and

including in the personalized page a second link corresponding to the second resource location, wherein the second link, when activated from the personalized page displayed by the mobile application, is to access the user manual of the first product from the second resource location.

24. The method of claim 22, further comprising:

determining a third resource location associated with a social community having a discussion forum for the first product; and

including in the personalized page a third link corresponding to the third resource location, wherein the third link, when activated from the personalized page displayed by the mobile application, is to access the discussion forum of the first product from the third resource location.

7. A non-transitory computer-readable storage medium having instructions stored therein, which when executed by a computer, cause the computer to perform a method for online self-support services, the method comprising:

receiving, at a services application programming interface (API) of a server representing a support center, a login request from a mobile application running within a mobile device over a network;

after successfully authenticating a user of the mobile device, retrieving from a user account associated with the user one or more products that have been registered to the user with the support center and stored in a persistent storage device of the server, wherein the support center provides support services for a plurality of products provided by a plurality of clients as product providers;

for each of the registered products, identifying one or more articles associated with the product that have been published in an online publication forum, wherein the articles have been extracted from a knowledgebase (KB) based on a support history of the product maintained by the support center;

for each of the registered products, determining a list of support options available to the user for each of the registered products, the support options including a live support option and an online self-support option, wherein the availability of the support options are determined based on a client preference of a client of the corresponding registered product;

for each live support option available to the user for each of the registered products, determining a list of communications options that is available for the user to establish a live communication session with a support agent, wherein availability of the communications options are determined based on the client preference of the associated client and a user preference of the user, wherein the client preference has been previously configured and stored in a client database, and wherein the user preference is stored in a user profile of the user maintained by the server;

transmitting a personalized page to the mobile device to be displayed at a display of the mobile device, the personalized page listing the one or more registered products associated with the user, including names, serial numbers, and product providers of the registered products, wherein each of the registered products is associated with one or more graphical representations representing the support options that are available to the associated registered product, which when activated, transmits a support request to the support center for support services for the associated product, wherein the personalized page includes a first one-touch button to contact a first agent of the support center using one or more of the available communications options and a link to the one or more articles of the publication forum to allow the user to attempt finding a solution to the product without having to contact the first agent of the support center, wherein at least a first of the articles published on the online publication forum includes a second one-touch button to allow the user to contact a second agent of the support center during or after reviewing the first article, the graphical representations being presented together within the personalized page to indicate available support options for support services of the associated product;

in response to receiving a support request via an activation of the second one-touch button displayed within the first article when the user accesses the first article via the link displayed within the personalized page, establishing a live communication session using a selected communication channel to contact the second agent;

generating a touch plan including information related to a section of the first article being accessed, the touch plan to track interactions with the second agent via the live communication session;

sending the touch plan including the information related to the section of the first article for allowing the second agent to provide support services focusing on content of the section of the first article accessed;

and wherein determining a list of communications options that is available for the user to establish a live communication session with a support agent comprises;

retrieving a first list of communication channels from the user profile of the user, wherein the first list of communication channels are preferred by the user for conducting a live support session with a support agent;

retrieving a second list of communication channels from the client database, wherein the second list of communication channels are preferred by the client associated with the product for conducting a live support session with the user; and

generating a third list of communication channels based on the first and second lists of communication channels, wherein the third list of communication channels are preferred by both the user and the client and commonly exist in the first list and the second list of communication channels.

8. The computer-readable storage medium of claim 7, wherein the user account is associated with a first of a plurality of different types of memberships associated with the user, the different types of memberships associated with different cost structures, and wherein the list of support options available to the user is determined based on the first type of membership associated with the user account.

9. The computer-readable storage medium of claim 8, wherein the articles include a self-service article compiled from a plurality of messages posted from a plurality of members of a discussion thread associated with the product in an online community forum.

10. The computer-readable storage medium of claim 7, wherein the first one-touch button represents one of one or more first graphical representations associated with the product displayed on the mobile device, each of the first graphical representations corresponding to a different one of communication channels that are available for the user to contact the agent from the mobile device, wherein the communication channels include voice, email, and chat communication mechanisms.

11. The computer-readable storage medium of claim 10, wherein the second one-touch button represents one of one or more second graphical representations associated with the articles displayed on the online publication forum, each of the second graphical representations corresponding to a different one of the communication channels that are available for the user to contact the agent from the online publication forum.

12. The computer-readable storage medium of claim 7, wherein the method further comprises:

performing analysis on content of a plurality of KBs, the plurality of KBs including at least one of an internal support KB of the support center, a client KB, a manufacturer KB, and an online community KB to identify one or more solutions to a particular problem of a particular product;

integrating the solutions into an article describing the one or more solutions to the particular problem of the particular product;

editing and approving the article to satisfy certain technical and legal requirements; and

enabling the article to be publically accessible in the online publication forum.

13. A system for product support services provided by a support center, the system comprising:

a processor; and

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

receive, at a services application programming interface (API), a login request from a mobile application running within a mobile device over a network,

after successfully authenticating a user of the mobile device, retrieve from a user account associated with the user information of one or more products that have been registered to the user with the support center and stored in a persistent storage device, wherein the support center provides support services for a plurality of products provided by a plurality of clients as product providers,

for each of the registered products, identify one or more articles associated with the product that have been published in an online publication forum, wherein the articles have been extracted from a knowledgebase (KB) based on a support history of the product maintained by the support center,

for each of the registered products, determine a list of support options available to the user for each of the registered products, the support options including a live support option and an online self-support option, wherein the availability of the support options are determined based on a client preference of a client of the corresponding registered product,

for each live support option available to the user for each of the registered products, determine a list of communications options that is available for the user to establish a live communication session with a support agent, wherein availability of the communications options are determined based on the client preference of the associated client and a user preference of the user, wherein the client preference has been previously configured and stored in a client database, and wherein the user preference is stored in a user profile of the user maintained by the server,

transmit a personalized page to the mobile device to be displayed at a display of the mobile device, the personalized page listing the one or more registered products associated with the user, including names, serial numbers, and product providers of the registered products, wherein each of the registered products is associated with one or more graphical representations representing the support options that are available to the associated registered product, which when activated, transmits a support request to the support center for support services for the associated product, wherein the personalized page includes a first one-touch button to contact a first agent of the support center using one or more of the available communications options and a link to the one or more articles of the publication forum to allow the user to attempt finding a solution to the product without having to contact the first agent of the support center, wherein at least a first of the articles published on the online publication forum includes a second one-touch button to allow the user to contact a second agent of the support center during or after reviewing the first article, the graphical representations being presented together within the personalized page to indicate available support options for support services of the associated product,

in response to receiving a support request via an activation of the second one-touch button displayed within the first article when the user accesses the first article via the link displayed within the personalized page, establish a live communication session using a selected communication channel to contact the second agent,

generate a touch plan including information related to a section of the first article being accessed, the touch plan to track interactions with the second agent via the live communication session,

send the touch plan including the information related to the section of the first article for allowing the second agent to provide support services focusing on content of the section of the first article accessed;

and wherein determining a list of communications options that is available for the user to establish a live communication session with a support agent comprises;

retrieving a first list of communication channels from the user profile of the user, wherein the first list of communication channels are preferred by the user for conducting a live support session with a support agent;

retrieving a second list of communication channels from the client database, wherein the second list of communication channels are preferred by the client associated with the product for conducting a live support session with the user; and

generating a third list of communication channels based on the first and second lists of communication channels, wherein the third list of communication channels are preferred by both the user and the client and commonly exist in the first list and the second list of communication channels.

14. The system of claim 13, wherein the user account is associated with a first of a plurality of different types of memberships associated with the user, the different types of memberships associated with different cost structures, and wherein the list of support options available to the user is determined based on the first type of membership associated with the user account.

15. The system of claim 14, wherein the articles include a self-service article compiled from a plurality of messages posted from a plurality of members of a discussion thread associated with the product in an online community forum.

16. The system of claim 13, wherein the first one-touch button represents one of one or more first graphical representations associated with the product displayed on the mobile device, each of the first graphical representations corresponding to a different one of communication channels that are available for the user to contact the agent from the mobile device, wherein the communication channels include voice, email, and chat communication mechanisms.

17. The system of claim 16, wherein the second one-touch button represents one of one or more second graphical representations associated with the articles displayed on the online publication forum, each of the second graphical representations corresponding to a different one of the communication channels that are available for the user to contact the agent from the online publication forum.

18. The system of claim 13, wherein the processor is configured to perform analysis on content of a plurality of KBs, the plurality of KBs including at least one of an internal support KB of the support center, a client KB, a manufacturer KB, and an online community KB to identify one or more solutions to a particular problem of a particular product,

integrate the solutions into an article describing the one or more solutions to the particular problem of the particular product,

edit and approve the article to satisfy certain technical and legal requirements, and enable the article to be publically accessible in the online publication forum.