System and method for providing computer assisted user support

• US 20060039547A1
• Filed: 08/18/2004
• Published: 02/23/2006
• Est. Priority Date: 08/18/2004
• Status: Active Grant

• Current Assignee: Sbc Knowledge Ventures, L.P.
• Original Assignee: Sbc Knowledge Ventures, L.P.
• Inventors: Sullivan, Marc Andrew, Scott, Charles, Klein, Adam Lee, McAfee, Wesley, Wilbum, Donn Jr.
• Granted Patent: US 7,602,898 B2
• Time in Patent Office: Days
• US Class Current: 379/265.20
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

The disclosure is directed to a customer support call system including an interactive voice response system configured to receive a customer support call and configured to determine a caller identification. The interactive voice response system is configured to determine whether the customer support call is associated with a computer system having an installed self-support tool. The customer support call system further includes a call center management system responsive to the interactive voice response system. The call center management system is configured to direct the customer support call in response to determining whether the customer support call is associated with the computer system having the installed self-support tool.

Claims

1. A customer support call system comprising:

an interactive voice response system configured to receive a customer support call and configured to determine a caller identification, the interactive voice response system being configured to determine whether the customer support call is associated with a computer system having an installed self-support tool; and

a call center management system responsive to the interactive voice response system, the call center management system configured to direct the customer support call in response to determining whether the customer support call is associated with the computer system having the installed self-support tool.

2. The customer support call system of claim 1, further comprising a self-support tool server configured to receive identification information associated with the computer system having the installed self-support tool.

3. The customer support call system of claim 2, wherein the self-support tool server is responsive to the interactive voice response system and is configured to provide the identification information to the interactive voice response system.

4. The customer support call system of claim 2, wherein the self-support tool server is configured to receive trouble issue data from the installed self-support tool.

5. The customer support call system of claim 2, further comprising a call center metrics database responsive to the call center management system and configured to store metrics data associated with the customer support call.

6. The customer support call system of claim 5, further comprising a data warehouse responsive to the call center metrics database and responsive to the self-support tool server, the data warehouse configured to store the metrics data associated with the customer support call and the identification information associated with the computer system having the installed self-support tool.

7. The customer support call system of claim 6, wherein the self-support tool server is configured to receive trouble issue and resolution data from the installed self-support tool and wherein the data warehouse is configured to store the trouble issue and resolution data.

8. The customer support call system of claim 6, further comprising an interface system configured to access the data warehouse and configured to display measurement data associated with effectiveness of the installed self-support tool.

9. The customer support call system of claim 8, wherein the measurement data includes a measurement of deflected calls.

10. The customer support call system of claim 8, wherein the measurement data includes a return on investment associated with the installed self-support tool.

11. A method of providing computer assisted user support to a computer user, the method comprising:

receiving a customer support call and a caller identification associated with the customer support call;

determining whether the customer support call is associated with a computer system having an installed self-support tool based on the caller identification; and

managing the customer support call in response to determining whether the customer support call is associated with the computer system having the installed self-support tool.

12. The method of claim 11, further comprising receiving self-support tool identifiers from the installed self-support tool.

13. The method of claim 11, further comprising comparing the caller identification to a list identifying computer systems having the installed self-support tool.

14. The method of claim 11, further comprising notifying a support agent that the computer system has the installed self-support tool.

15. The method of claim 14, further comprising transferring the customer support call to the support agent.

16. The method of claim 15, wherein the support agent follows a troubleshooting flow in response to notifying the support agent that the computer system has the installed self-support tool.

17. The method of claim 11, further comprising receiving notification of a trouble issue from the self-support tool.

18. The method of claim 17, further comprising providing information associated with the notification of the trouble issue to a call center agent in conjunction with transferring the customer support call to the call center agent.

19. The method of claim 11, further comprising determining the caller identification using automated number identification.

20. The method of claim 11, further comprising determining whether the customer support call relates to installation activities associated with the self-support tool.

21. A computer implement system having computer readable memory including computer implemented software instructions operable to perform the method comprising:

receiving a customer support call and a caller identification associated with the customer support call;

determining whether the customer support call is associated with a computer system having an installed self-support tool based on the caller identification; and

managing the customer support call in response to determining whether the customer support call is associated with the computer system having the installed self-support tool.