METHOD OF PROVIDING CUSTOMER SERVICES
First Claim
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1. A method of providing customer service, comprising:
- storing predetermined trigger information in association with predetermined content;
monitoring, for the predetermined trigger information, using a monitoring computer, a real-time text chat established over a network between at least one agent device and at least one customer device; and
forwarding, automatically to the at least one customer device, the predetermined content when the predetermined trigger information is detected in the monitoring.
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Abstract
Customer services are provided by storing predetermined trigger information in association with predetermined content. A real-time text chat established over a network between at least one agent device and at least one customer device is monitoring for the predetermined trigger information using a monitoring computer. The predetermined content is automatically forwarded to the at least one customer device when the predetermined trigger information is detected in the monitoring.
27 Citations
20 Claims
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1. A method of providing customer service, comprising:
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storing predetermined trigger information in association with predetermined content; monitoring, for the predetermined trigger information, using a monitoring computer, a real-time text chat established over a network between at least one agent device and at least one customer device; and forwarding, automatically to the at least one customer device, the predetermined content when the predetermined trigger information is detected in the monitoring. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18)
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19. A tangible computer-readable medium for providing customer service, comprising:
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a tangible memory that stores predetermined trigger information in association with predetermined content; a monitoring code segment, recorded on the computer-readable medium, that, when executed, monitors for the predetermined trigger information a real-time text chat established over a network between at least one agent device and at least one customer device; and a forwarding code segment, recorded on the computer-readable medium, that, when executed, forwards, automatically to the at least one customer device, the predetermined content when the predetermined trigger information is detected in the monitoring.
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20. A monitoring system for providing customer service, comprising:
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a tangible memory that stores predetermined trigger information in association with predetermined content; and a monitoring computer that monitors, for the predetermined trigger information, a real-time text chat established over a network between at least one agent device and at least one customer device; wherein the monitoring computer forwards, automatically to the at least one customer device, the predetermined content when the predetermined trigger information is detected in the monitoring.
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Specification