System and method for providing customer support on a user interface

• US 9,560,203 B2
• Filed: 09/05/2014
• Issued: 01/31/2017
• Est. Priority Date: 04/09/2010
• Status: Active Grant

• Current Assignee: Citibank (South Dakota) NA (Citigroup Incorporated)
• Original Assignee: Citibank (South Dakota) NA (Citigroup Incorporated)
• Inventors: Kay, Christopher E., Lising, Sam, Kobe, Tim
• Primary Examiner(s): Patel, Hemant
• Application Number:
  US14/478,371
• Publication Number:
  US 20140375749A1
• Time in Patent Office: 879 Days
• Field of Search: 348 1401- 1416, 370259-271, 370351-357, 379/201.01, 37920201-20701, 37926501-2661, 709201-207, 709217-248
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/08 Logistics, e.g. warehousing, loading or distribution; Inventory or stock management
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 40/02 Banking, e.g. interest calculation or account maintenance credit or loans G06Q40/03
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5315 where the non-audio components are still images or video still image mailbox systems H04N1/324, intermediate storage of video signals for videophones H04N7/147
• CPC Class Codes: H04M 7/003 Click to dial services
• CPC Class Codes: H04N 21/47805 Electronic banking banking in general G06Q30/02
• CPC Class Codes: H04N 21/4788 communicating with other users, e.g. chatting arrangements for providing for computer conferences, e.g. chat rooms, to substation in data switching networks H04L12/1813; distributed application using peer-to-peer [P2P] networks H04L67/104
• CPC Class Codes: H04N 7/03 Subscription systems therefor
• CPC Class Codes: H04N 7/147 Communication arrangements, e.g. identifying the communication as a video-communication, intermediate storage of the signals selecting H04Q

Abstract

Embodiments described can more effectively complete complicated service transactions in a more efficient manner by having a team of well-trained professionals who are instantly “streamed” into any location as necessary. A two-way communication system can provide instant or quick access to the right expert at the right point in time, thereby converting what might otherwise be a negative customer experience into a positive sales and service opportunity. A computer implemented method for providing customer support comprises receiving, by a touchpoint device, identification information from a user of the touchpoint device; receiving the identification information; providing an electronic document to the user; receiving an input from the user requesting a session with a representative; selecting a representative based at least in part on the electronic document; providing information about the electronic document to the representative; and establishing a connection between the representative and the touchpoint device.

Claims

1. A computer implemented method comprising:

receiving, by a server transmitted from a touchpoint device, identification information for a user;

presenting, by the server to the touchpoint device, a webpage for display to the user based on the identification information received for the user from the touchpoint device;

receiving, by the server from the touchpoint device, an input from the user comprising webpage content information;

upon receiving the input for the user from the touchpoint device, receiving, by the server, from the touchpoint device a request for a session with a representative based at least in part on subject matter of the webpage;

routing, by the server from the touchpoint device, the request for the session to a computing device of a specialized representative from a plurality of representatives based at least in part on subject matter of the webpage and the webpage content information for the user received from the touchpoint device;

transmitting, by the server to the computing device of the specialized representative, the identification information and the webpage; and

establishing, by the server, a network connection between the computing device of the representative and the touchpoint device for a videoconferencing session between the representative and the user.

2. The method according to claim 1, wherein the touchpoint device is a personal computer, mobile phone, automated teller machine, kiosk, personal digital assistant, or tablet computer.

3. The method according to claim 1, further comprising providing at least a portion of the identification information from the user to the representative.

4. The method according to claim 1, further comprising providing the webpage to the representative.

5. The method according to claim 1, further comprising:

determining, by the server, subject matter of the webpage; and

routing, by the server, a message to connect the specialized representative based upon the determination of subject matter of the webpage.

6. The method according to claim 5, further comprising retrieving information from a database that associates the webpage with a subject matter.

7. The method according to claim 1, further comprising:

upon receiving a request from the user for a session with a representative, automatically generating a request for the specialized representative based on the webpage;

transmitting the request to a call center; and

routing the request to the specialized representative with expertise in the webpage.

8. A computer implemented method comprising:

providing, by a server to a touchpoint device accessed by a user, a webpage;

receiving, by the server from the touchpoint device, information inputted by the user into the webpage comprising web page content information;

after receiving the information inputted by the user into the webpage, receiving, by the server from the touchpoint device, an input from the user requesting a session with a representative based at least in part on subject matter of the webpage;

routing, by the server from the touchpoint device, the request for the session to a computing device of a specialized representative from a plurality of representatives based at least in part on subject matter of the webpage and the webpage content information;

establishing, by the server, a connection between the computing device of the specialized representative and the touchpoint device; and

permitting, by the server, the specialized representative access to input information into the webpage.

9. The method according to claim 8, wherein the touchpoint device is a personal computer, a mobile phone, automated teller machine, kiosk, personal digital assistant, or tablet computer.

10. The method according to claim 8, further comprising receiving, by the server from the touchpoint device, identification information from a user of the touchpoint device.

11. The method according to claim 10, further comprising providing, by the server, at least a portion of the identification information from the user to the specialized representative.

12. The method according to claim 8, further comprising determining, by a server, subject matter of the webpage and routing a message to connect the specialized representative based upon the determination of subject matter of the webpage.

13. The method according to claim 12, further comprising retrieving information from a database that associates the webpage with subject matter.

14. The method according to claim 8, further comprising:

upon receiving a request from the user for a session with the specialized representative, automatically generating a request for the specialized representative based on the webpage;

transmitting the request to a call center; and

routing the request to the specialized representative with expertise in the webpage.

15. The method according to claim 8, further comprising receiving a transmission of a video and audio of the user from the touchpoint device to the representative.

16. A computer implemented method comprising:

receiving, by the server from a touchpoint device of a user, information inputted by the user into a webpage comprising webpage content information;

after receiving the information inputted by the user into the webpage, receiving, by the server from the touchpoint device, an input from the user requesting a session with a representative based at least in part on subject matter of the webpage;

routing, by the server from the touchpoint device, the request for the session to a computing device of a specialized representative from a plurality of representatives based at least in part on subject matter of the webpage and the webpage content information;

providing, by the server, the information inputted by the user into the webpage to the computing device of the specialized representative;

receiving, by the server from the touchpoint device, a transmission of a video and audio of the user with to the representative;

establishing, by the server to the touchpoint device, a videoconferencing session between the specialized representative and user;

receiving input, by the server from the computing device of the specialized representative, the information inputted by the representative into the webpage;

executing, by the server, the webpage during the videoconferencing session; and

transmitting, by the server, the executed webpage to the representative.

17. The method according to claim 16, wherein the touchpoint device is a personal computer, a mobile phone, automated teller machine, kiosk, personal digital assistant, or tablet computer.

18. The method according to claim 16, further comprising receiving, by the touchpoint device, identification information from the user of the touchpoint device.

19. The method according to claim 18, further comprising, receiving, by the server, the identification information to provide at least a portion of the identification information from the user to the specialized representative.

20. The method according to claim 16, further comprising determining, by a server, subject matter of the webpage.

21. The method according to claim 20, further comprising routing a message to connect the specialized representative based upon the determination of subject matter of the webpage.

22. The method according to claim 21, further comprising retrieving information from a database that associates the webpage with subject matter.

23. The method according to claim 16, further comprising:

upon receiving a request from the user for a session with a representative, automatically generating a request for a representative based on the webpage;

transmitting the request to a call center; and

routing the request to a representative with expertise in the webpage.