Methods for providing cross-vendor support services

• US 9,569,781 B2
• Filed: 07/31/2015
• Issued: 02/14/2017
• 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): MOORTHY, ARAVIND K
• Application Number:
  US14/815,818
• Publication Number:
  US 20150339675A1
• Time in Patent Office: 564 Days
• Field of Search: 726/28, 709/203, 705/304, 707/603, 707/607, 707/687, 707/705
• US Class Current: 1/1
• CPC Class Codes: G06F 16/9535 Search customisation based on user profiles and personalisation
• CPC Class Codes: G06F 16/955 using information identifiers, e.g. uniform resource locators [URL]
• CPC Class Codes: G06F 21/10 Protecting distributed programs or content, e.g. vending or licensing of copyrighted material protection in video systems or pay television H04N7/16 ; Digital rights management [DRM]
• CPC Class Codes: G06F 21/31 User authentication
• CPC Class Codes: G06F 21/6218 to a system of files or objects, e.g. local or distributed file system or database
• CPC Class Codes: G06F 2221/2119 Authenticating web pages, e.g. with suspicious links
• CPC Class Codes: G06F 2221/2129 Authenticate client device independently of the user
• CPC Class Codes: G06F 9/468 Specific access rights for resources, e.g. using capability register
• CPC Class Codes: G06K 7/1413 1D bar codes
• CPC Class Codes: G06K 7/1417 2D bar codes
• CPC Class Codes: G06Q 10/06312 Adjustment or analysis of established resource schedule, e.g. resource or task levelling, or dynamic rescheduling
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G06Q 30/012 Providing warranty services
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/0635 Processing of requisition or of purchase orders
• CPC Class Codes: G06Q 50/01 Social networking
• CPC Class Codes: H04L 63/083 using passwords cryptographic mechanisms or cryptographic arrangements for entity authentication using a predetermined code H04L9/3226
• CPC Class Codes: H04L 63/0876 based on the identity of the terminal or configuration, e.g. MAC address, hardware or software configuration or device fingerprint
• CPC Class Codes: H04L 63/104 Grouping of entities
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/10 : in which an application is distributed across nodes in the network software deployment G06F8/60; multiprogramming arrangements G06F9/46
• CPC Class Codes: H04L 67/51 : Discovery or management thereof, e.g. service location protocol [SLP] or web services
• CPC Class Codes: H04M 1/72403 : with means for local support of applications that increase the functionality
• CPC Class Codes: H04W 12/068 : using credential vaults, e.g. password manager applications or one time password [OTP] applications
• CPC Class Codes: H04W 4/00 : Services specially adapted for wireless communication networks; Facilities therefor

Abstract

An analysis is performed on first and second product information to determine a relationship between a first product and a second product. In response to a first notification from a first backend system, a first message is transmitted to a mobile device of the user indicating that the change of a first activity is needed. It is determined whether a modification of a second activity is needed based on the relationship information of the first product and the second product and in response to determining that the modification of the second activity is needed, a second message is transmitted to the mobile device, indicating a possible modification of the second activity and offering a list of one or more options to modify the second activity. A live communications session is established between the user and a support agent of the server to discuss the possible modification of the second activity.

Claims

1. A computer-implemented method performed by a server, the method comprising:

registering, by a registration module executed by a processor of a server, a first product and a second product associated with a user with the server, including storing first product information and second product information in an asset store of a user account of the user stored in a storage device associated with the server, wherein the first product is provided by a first vendor and the second product is provide by a second vendor;

performing, by an analysis module executed by the processor, an analysis on the first product information and the second product information to determine a relationship between the first product and the second product, wherein the first product is associated with a first activity and the second product is associated with a second activity;

receiving a first notification from a first backend system of the first vendor over a network, the first notification indicating an event associated with the first activity occurred that requires a change of the first activity;

transmitting a first message on behalf of the first vendor to a mobile device of the user indicating that the change of the first activity is needed;

determining, by a proactive service module executed by the processor, whether a modification of the second activity is needed based on the relationship information of the first product and the second product;

in response to determining that the modification of the second activity is needed, transmitting by the proactive service module a second message on behalf of the second vendor to the mobile device, indicating a possible modification of the second activity and offering a list of one or more options to modify the second activity;

in response to a request from the mobile device to contact a support agent associated with the server, establishing, by a multi-channel communication system, a live communications session between the user and a support agent of the server to discuss the possible modification of the second activity;

in response to determining that the user would like the server to reschedule the second activity during the live communications session, communicating with a second backend system of the second vendor to reschedule the second activity on behalf of the user, without having the user to directly contacting the second vendor; and

transmitting a third message having information of rescheduled second activity to the mobile device to be presented to the user.

2. The method of claim 1, wherein registering a first product and a second product associated with a user with the server comprises:

receiving a product registration request from a mobile application running within the mobile device of the user over the network, the product registration request listing the first product and the second product, wherein the first and second products have been purchased by the user at a purchasing facility that is a separate entity;

in response to the product registration request, automatically communicating by the registration module with the first backend system via a first application programming interface (API) to obtain the first product information of the first product based on information extracted from the product registration request without receiving detailed information of the first product from the user; and

automatically communicating by the registration module with the second backend system via a second API to obtain second product information of the second product based on the information extracted from the product registration request without receiving detailed information of the second product from the user.

3. The method of claim 1, further comprising:

receiving at the server a login request from the mobile application of the mobile device for logging into the user account of the user;

authenticating the user based on a username and a password of the user extracted from the product registration request, and a device identifier (ID) uniquely identifying the mobile device; and

generating and transmitting a personalized page to the mobile device to be presented to the user upon successfully authenticating the user, wherein the personalized page listing a plurality of products that have been registered with the server and stored in the asset store of the user, including the first product and second product.

4. The method of claim 3, wherein generating and transmitting a personalized page to the mobile device comprises:

retrieving the first product information of the first product from the asset store;

determining a first set of communications channels that are available for the user to obtain a live support session with a support agent of the server for supporting the first product;

retrieving the second product information of the second product from the asset store;

determining a second set of communications channels that are available for the user to obtain a live support session with a support agent of the server for supporting the second product; and

transmitting the first and second product information and first and second sets of communications channels as part of the personalized page to the mobile device to be presented to the user, wherein the first set of communications channels is displayed with the first product information and the second set of communications channels is displayed with the second product information.

5. The method of claim 4, wherein determining the first and second sets of communications channels comprises:

accessing a user profile of the user to retrieve a third set of communications channels that are preferred by the user to be used to obtain live support services from the server;

accessing a first client database associated with the first vendor to retrieve a fourth set of communications channels that are preferred by the first vendor; and

generating the first set of communications channels based on the third set of communications channels and the fourth set of communications channels.

6. The method of claim 5, wherein generating the first set of communications channels comprises identifying one or more first common communications channels that exist in both the third set of communications channels and the fourth set of communications channels, wherein the first set of communications channels contains one or more first common communications channels.

7. The method of claim 5, wherein the third set of communications channels was configured by the user and stored in the user profile of the user when the user registered the user account, and wherein the fourth set of communications channels was configured by a first administrator of the first vendor and stored in the first client database to be used for a support agent of the server to provide live support services for the first product.

8. The method of claim 5, further comprising:

accessing a second client database associated with the second vendor to retrieve a fifth set of communications channels that are preferred by the second vendor; and

generating the second set of communications channels based on the third set of communications channels and the fifth set of communications channels.

9. The method of claim 8, wherein generating the second set of communications channels comprises identifying one or more second common communications channels that exist in both the third set of communications channels and the fifth set of communications channels, wherein the second set of communications channels contains one or more second common communications channels, wherein the first set of communications channels is different than the second set of communications channels.

10. The method of claim 8, wherein the fifth set of communications channels was configured by a second administrator of the second vendor and stored in the second client database to be used for a support agent of the server to provide live support services for the second product.

11. The method of claim 4, wherein the request received from the mobile device to contact a support agent associated with the server to reschedule the second activity further includes a user selection of a communications channel from the second set of communications channels that is displayed at the mobile device, wherein the method further comprises:

determining a subject matter that is associated with the second activity;

identifying and selecting a support agent having a skill set capable of providing live support services for the subject matter of the second product, wherein the live communications session is established between the user and the selected support agent using the selected communications channel to allow the support agent discussing detailed information with the user regarding rescheduling the second activity; and

tracking and storing interaction between the user and the selected support agent in an interaction history store maintained by the server.

12. The method of claim 3, wherein generating and transmitting a personalized page to the mobile device further comprises:

accessing a product intelligence database to determine at least one of a first rebate, a first reward, and a first warranty information associated with the first product;

determining a first link linking with a first storage location storing self-support information of the first product, wherein the first link when activated allows the user to browse the self-support information at the first storage location to find a possible solution concerning the first product without having to contact a support agent of the server; and

transmitting the first rebate, first reward, and first warranty information and the first link as part of the personalized page to the mobile device to be displayed with the first product.

13. The method of claim 12, further comprising:

determining a first retail location of the first vendor to allow the user to find a nearby retail location of the first vendor;

determining a first social network community associated with the first product to allow the user to access an online discussion forum for the first product; and

transmitting as part of the personalized page information concerning the first retail location and the first social network community to the mobile device, wherein the information concerning the first retail location and the first social network community is displayed with the first product at the mobile device.

14. The method of claim 12, wherein generating and transmitting a personalized page to the mobile device further comprises:

accessing the product intelligence database to determine at least one of a second rebate, a second reward, and a second warranty information associated with the second product;

determining a second link linking with a second storage location storing self-support information of the second product, wherein the second link when activated allows the user to browse the self-support information at the second storage location to find a possible solution concerning the second product without having to contact a support agent of the server; and

transmitting the second rebate, second reward, and second warranty information and the second link as part of the personalized page to the mobile device to be displayed with the second product.

15. The method of claim 14, further comprising:

determining a second retail location of the second vendor to allow the user to find a nearby retail location of the second vendor;

determining a second social network community associated with the second product to allow the user to access an online discussion forum for the second product; and

transmitting as part of the personalized page information concerning the second retail location and the second social network community to the mobile device, wherein the information concerning the second retail location and the second social network community is displayed with the second product at the mobile device.

16. A non-transitory machine-readable medium having instructions stored therein, which when executed by a processor, cause the processor to perform operations, the operations comprising:

registering, by a registration module executed by a processor of a server, a first product and a second product associated with a user with the server, including storing first product information and second product information in an asset store of a user account of the user stored in a storage device associated with the server, wherein the first product is provided by a first vendor and the second product is provide by a second vendor;

performing, by an analysis module executed by the processor, an analysis on the first product information and the second product information to determine a relationship between the first product and the second product, wherein the first product is associated with a first activity and the second product is associated with a second activity;

receiving a first notification from a first backend system of the first vendor over a network, the first notification indicating an event associated with the first activity occurred that requires a change of the first activity;

transmitting a first message on behalf of the first vendor to a mobile device of the user indicating that the change of the first activity is needed;

determining, by a proactive service module executed by the processor, whether a modification of the second activity is needed based on the relationship information of the first product and the second product;

in response to determining that the modification of the second activity is needed, transmitting by the proactive service module a second message on behalf of the second vendor to the mobile device, indicating a possible modification of the second activity and offering a list of one or more options to modify the second activity;

in response to a request from the mobile device to contact a support agent associated with the server, establishing, by a multi-channel communication system, a live communications session between the user and a support agent of the server to discuss the possible modification of the second activity;

in response to determining that the user would like the server to reschedule the second activity during the live communications session, communicating with a second backend system of the second vendor to reschedule the second activity on behalf of the user, without having the user to directly contacting the second vendor; and

transmitting a third message having information of rescheduled second activity to the mobile device to be presented to the user.

17. The non-transitory machine-readable medium of claim 16, wherein registering a first product and a second product associated with a user with the server comprises:

receiving a product registration request from a mobile application running within the mobile device of the user over the network, the product registration request listing the first product and the second product, wherein the first and second products have been purchased by the user at a purchasing facility that is a separate entity;

in response to the product registration request, automatically communicating by the registration module with the first backend system via a first application programming interface (API) to obtain the first product information of the first product based on information extracted from the product registration request without receiving detailed information of the first product from the user; and

automatically communicating by the registration module with the second backend system via a second API to obtain second product information of the second product based on the information extracted from the product registration request without receiving detailed information of the second product from the user.

18. The non-transitory machine-readable medium of claim 16, wherein the operations further comprise:

receiving at the server a login request from the mobile application of the mobile device for logging into the user account of the user;

authenticating the user based on a username and a password of the user extracted from the product registration request, and a device identifier (ID) uniquely identifying the mobile device; and

generating and transmitting a personalized page to the mobile device to be presented to the user upon successfully authenticating the user, wherein the personalized page listing a plurality of products that have been registered with the server and stored in the asset store of the user, including the first product and second product.

19. The non-transitory machine-readable medium of claim 18, wherein generating and transmitting a personalized page to the mobile device comprises:

retrieving the first product information of the first product from the asset store;

determining a first set of communications channels that are available for the user to obtain a live support session with a support agent of the server for supporting the first product;

retrieving the second product information of the second product from the asset store;

determining a second set of communications channels that are available for the user to obtain a live support session with a support agent of the server for supporting the second product; and

transmitting the first and second product information and first and second sets of communications channels as part of the personalized page to the mobile device to be presented to the user, wherein the first set of communications channels is displayed with the first product information and the second set of communications channels is displayed with the second product information.

20. The non-transitory machine-readable medium of claim 19, wherein determining the first and second sets of communications channels comprises:

accessing a user profile of the user to retrieve a third set of communications channels that are preferred by the user to be used to obtain live support services from the server;

accessing a first client database associated with the first vendor to retrieve a fourth set of communications channels that are preferred by the first vendor; and

generating the first set of communications channels based on the third set of communications channels and the fourth set of communications channels.

21. A data processing system operating as a server, comprising:

a processor;

a memory coupled to the processor to store instruction, which when executed by the processor, cause the processor to perform operations, the operations including registering a first product and a second product associated with a user with the server, including storing first product information and second product information in an asset store of a user account of the user stored in a storage device associated with the server, wherein the first product is provided by a first vendor and the second product is provide by a second vendor,

performing an analysis on the first product information and the second product information to determine a relationship between the first product and the second product, wherein the first product is associated with a first activity and the second product is associated with a second activity,

receiving a first notification from a first backend system of the first vendor over a network, the first notification indicating an event associated with the first activity occurred that requires a change of the first activity,

transmitting a first message on behalf of the first vendor to a mobile device of the user indicating that the change of the first activity is needed;

determining whether a modification of the second activity is needed based on the relationship information of the first product and the second product;

in response to determining that the modification of the second activity is needed, transmitting by the proactive service module a second message on behalf of the second vendor to the mobile device, indicating a possible modification of the second activity and offering a list of one or more options to modify the second activity,

in response to a request from the mobile device to contact a support agent associated with the server, establishing a live communications session between the user and a support agent of the server to discuss the possible modification of the second activity,

in response to determining that the user would like the server to reschedule the second activity during the live communications session, communicating with a second backend system of the second vendor to reschedule the second activity on behalf of the user, without having the user to directly contacting the second vendor, and

transmitting a third message having information of rescheduled second activity to the mobile device to be presented to the user.

22. The system of claim 21, wherein registering a first product and a second product associated with a user with the server comprises:

receiving a product registration request from a mobile application running within the mobile device of the user over the network, the product registration request listing the first product and the second product, wherein the first and second products have been purchased by the user at a purchasing facility that is a separate entity;

in response to the product registration request, automatically communicating by the registration module with the first backend system via a first application programming interface (API) to obtain the first product information of the first product based on information extracted from the product registration request without receiving detailed information of the first product from the user; and

automatically communicating by the registration module with the second backend system via a second API to obtain second product information of the second product based on the information extracted from the product registration request without receiving detailed information of the second product from the user.

23. The system of claim 21, wherein the operations further comprise:

receiving at the server a login request from the mobile application of the mobile device for logging into the user account of the user;

authenticating the user based on a username and a password of the user extracted from the product registration request, and a device identifier (ID) uniquely identifying the mobile device; and

generating and transmitting a personalized page to the mobile device to be presented to the user upon successfully authenticating the user, wherein the personalized page listing a plurality of products that have been registered with the server and stored in the asset store of the user, including the first product and second product.