Methods for providing cross-vendor support services

• US 9,990,635 B2
• Filed: 12/29/2016
• Issued: 06/05/2018
• 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:
  US15/394,785
• Publication Number:
  US 20170109757A1
• Time in Patent Office: 523 Days
• Field of Search: 726 28, 709203, 705304, 707603, 707607, 707687, 707705
• 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, comprising:

receiving, at a server representing a support center, a first request from a user for registering a product, the first request including a machine-readable code that uniquely represents the product;

identifying the product and compiling product information based on the machine-readable code without requiring the user to specifically provide the product information, including;

identifying a manufacturer of the product based on the machine-readable code,

transmitting via a first application programming interface (API) a second request for product information to a first remote backend system associated with the identified manufacturer,

receiving via the first API the product information from the first remote backend system in response to the second request, wherein the product information includes a serial number of the first product and a manufacturer identifier (ID) identifying the manufacturer of the product, and

storing in a product database at least a portion of the product information of the product, the product database storing product information of a plurality of products provided by a plurality of product providers;

identifying a retailer from which the product was purchased based on the machine-readable code;

transmitting via a second API a third request for purchase information to a second remote backend system associated with the retailer;

receiving via the second API purchase information of the first product from the second remote backend system, wherein the purchase information includes an address of the retailer from which the product was purchased, a transaction ID identifying a transaction of purchasing the product, and a date of the transaction;

storing in a client database at least a portion of the purchase information of the product, the client database storing client information of the plurality of product providers;

storing the product registration information of the product in a user asset store associated with the user, wherein the product registration information including the product information and the purchase information of the product, wherein the product registration information stored in the user asset store is utilized subsequently for technical support of the product;

receiving from the user a list of one or more communication channels preferred by the user to contact a support agent associated with the support center for technical support of the product; and

storing the list of communications channels in a user profile of the user to be associated with the product.

2. The method of claim 1, wherein the machine-readable code includes at least one of a quick-read (QR) code, a universal product code (UPC), and a barcode of the product.

3. The method of claim 2, wherein the machine-readable code is obtained by scanning an image of one of the quick-read (QR) code, the UPC code, and a barcode of the product using a scanner or camera of the mobile device.

4. The method of claim 1, further comprising:

in response to a live support request from the user, 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 a first client associated with the first product for conducting a live support session with the user, wherein the second list of communication channels was received and specified by the first client specifically used for providing a live support of the first product; 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 first client.

5. The method of claim 1, further comprising:

identifying the user and compiling user information based on the first request without requiring the user specifically provide the user information; and

storing the user information in the user asset store.

6. The method of claim 5, wherein the first request includes a device identifier (ID) that uniquely identifies the mobile device, wherein the user is identified based on the device ID.

7. The method of claim 6, wherein the device ID represents one of a media access control (MAC) address or an international mobile subscriber identity (IMSI) code of the mobile device.

8. 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:

receiving, at a server representing a support center, a first request from a user for registering a product, the first request including a machine-readable code that uniquely represents the product;

identifying the product and compiling product information based on the machine-readable code without requiring the user to specifically provide the product information, including;

identifying a manufacturer of the product based on the machine-readable code,

transmitting via a first application programming interface (API) a second request for product information to a first remote backend system associated with the identified manufacturer,

receiving via the first API the product information from the first remote backend system in response to the second request, wherein the product information includes a serial number of the first product and a manufacturer identifier (ID) identifying the manufacturer of the product, and

storing in a product database at least a portion of the product information of the product, the product database storing product information of a plurality of products provided by a plurality of product providers;

identifying a retailer from which the product was purchased based on the machine-readable code;

transmitting via a second API a third request for purchase information to a second remote backend system associated with the retailer;

receiving via the second API purchase information of the first product from the second remote backend system, wherein the purchase information includes an address of the retailer from which the product was purchased, a transaction ID identifying a transaction of purchasing the product, and a date of the transaction;

storing in a client database at least a portion of the purchase information of the product, the client database storing client information of the plurality of product providers;

storing the product registration information of the product in a user asset store associated with the user, wherein the product registration information including the product information and the purchase information of the product, wherein the product registration information stored in the user asset store is utilized subsequently for technical support of the product;

receiving from the user a list of one or more communication channels preferred by the user to contact a support agent associated with the support center for technical support of the product; and

storing the list of communications channels in a user profile of the user to be associated with the product.

9. The machine-readable medium of claim 8, wherein the machine-readable code includes at least one of a quick-read (QR) code, a universal product code (UPC), and a barcode of the product.

10. The machine-readable medium of claim 9, wherein the machine-readable code is obtained by scanning an image of one of the quick-read (QR) code, the UPC code, and a barcode of the product using a scanner or camera of the mobile device.

11. The machine-readable medium of claim 8, wherein the operations further comprise:

in response to a live support request from the user, 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 a first client associated with the first product for conducting a live support session with the user, wherein the second list of communication channels was received and specified by the first client specifically used for providing a live support of the first product; 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 first client.

12. The machine-readable medium of claim 8, wherein the operations further comprise:

identifying the user and compiling user information based on the first request without requiring the user specifically provide the user information; and

storing the user information in the user asset store.

13. The machine-readable medium of claim 12, wherein the first request includes a device identifier (ID) that uniquely identifies the mobile device, wherein the user is identified based on the device ID.

14. The machine-readable medium of claim 13, wherein the device ID represents one of a media access control (MAC) address or an international mobile subscriber identity (IMSI) code of the mobile device.

15. 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

receiving, at a server representing a support center, a first request from a user for registering a product, the first request including a machine-readable code that uniquely represents the product;

identifying the product and compiling product information based on the machine-readable code without requiring the user to specifically provide the product information, including;

identifying a manufacturer of the product based on the machine-readable code,

transmitting via a first application programming interface (API) a second request for product information to a first remote backend system associated with the identified manufacturer,

receiving via the first API the product information from the first remote backend system in response to the second request, wherein the product information includes a serial number of the first product and a manufacturer identifier (ID) identifying the manufacturer of the product, and

storing in a product database at least a portion of the product information of the product, the product database storing product information of a plurality of products provided by a plurality of product providers;

identifying a retailer from which the product was purchased based on the machine-readable code;

transmitting via a second API a third request for purchase information to a second remote backend system associated with the retailer;

receiving via the second API purchase information of the first product from the second remote backend system, wherein the purchase information includes an address of the retailer from which the product was purchased, a transaction ID identifying a transaction of purchasing the product, and a date of the transaction;

storing in a client database at least a portion of the purchase information of the product, the client database storing client information of the plurality of product providers;

storing the product registration information of the product in a user asset store associated with the user, wherein the product registration information including the product information and the purchase information of the product, wherein the product registration information stored in the user asset store is utilized subsequently for technical support of the product;

receiving from the user a list of one or more communication channels preferred by the user to contact a support agent associated with the support center for technical support of the product; and

storing the list of communications channels in a user profile of the user to be associated with the product.

16. The system of claim 15, wherein the machine-readable code includes at least one of a quick-read (QR) code, a universal product code (UPC), and a barcode of the product.

17. The system of claim 16, wherein the machine-readable code is obtained by scanning an image of one of the quick-read (QR) code, the UPC code, and a barcode of the product using a scanner or camera of the mobile device.

18. The system of claim 15, wherein the operations further comprise:

in response to a live support request from the user, 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 a first client associated with the first product for conducting a live support session with the user, wherein the second list of communication channels was received and specified by the first client specifically used for providing a live support of the first product; 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 first client.

19. The system of claim 15, wherein the operations further comprise:

identifying the user and compiling user information based on the first request without requiring the user specifically provide the user information; and

storing the user information in the user asset store.

20. The system of claim 19, wherein the first request includes a device identifier (ID) that uniquely identifies the mobile device, wherein the user is identified based on the device ID.

21. The system of claim 20, wherein the device ID represents one of a media access control (MAC) address or an international mobile subscriber identity (IMSI) code of the mobile device.