CUSTOMER RELATIONSHIP MANAGEMENT USING TEXT MESSAGES

• US 20110054977A1
• Filed: 08/27/2009
• Published: 03/03/2011
• Est. Priority Date: 08/27/2009
• Status: Abandoned Application

• Current Assignee: Oracle International Corporation (Oracle Corporation)
• Original Assignee: Oracle International Corporation (Oracle Corporation)
• Inventors: Jaffer, Akbar
• Application Number:
  US12/548,780
• Publication Number:
  US 20110054977A1
• Time in Patent Office: Days
• US Class Current: 705/9
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

A method is disclosed. The method includes, responsive to receiving a request for support, building a session profile from the request for support. The request for support is received from a mobile device. The method also includes identifying a solution by querying a database. The querying uses the session profile and the request for support. The database comprises a plurality of possible user inquiries, and a plurality of possible solutions associated with one or more of the plurality of possible user inquiries. The solution is associated with the request for support, and the solution is one of the plurality of possible solutions. The method further includes transmitting the solution to the mobile device. The transmitting includes transmitting a credential to the mobile device, verifying an eligibility of the mobile device, and transmitting the solution and program instructions executable on the mobile device.

Claims

1. A method, the method comprising:

responsive to receiving a request for support, building a session profile using the request for support, wherein

the request for support is received from a mobile device;

identifying a solution by querying a database, wherein

the querying uses the session profile and the request for support,

the database comprises

a plurality of possible user inquiries, and

a plurality of possible solutions associated with one or more of the plurality of possible user inquiries,

the solution is associated with the request for support, and

the solution is one of the plurality of possible solutions; and

transmitting the solution to the mobile device, wherein

the transmitting further comprises

transmitting a credential to the mobile device,

verifying an eligibility of the mobile device, and

transmitting the solution and program instructions executable on the mobile device.

2. The method of claim 1, wherein the verifying the eligibility of the mobile device further comprises:

querying a subscriber database for eligibility information; and

verifying an eligibility of the mobile device to receive the solution.

3. The method of claim 1, further comprising:

receiving an item of extrinsic data;

adding the item of extrinsic data to the session profile; and

customizing the solution, in response to receiving the item of extrinsic data.

4. The method of claim 3, wherein the extrinsic data is one of:

status data reflecting a status of the mobile device; and

customer data received from a customer information database.

5. The method of claim 1, further comprising

responsive to an indication that the solution is inadequate, adding to the session profile additional information received from the user, wherein

the indication that the solution is inadequate is one of an expression of dissatisfaction from a user, and

a failure notice indicating that an attempted execution of instructions is not successful;

and

responsive to a number of solution attempts exceeding a threshold for the number of solution attempts, sending the session profile to an agent, wherein

sending the session profile to the agent results in a live session between the user of the mobile device and the agent.

6. The method of claim 1, further comprising:

re-initiating a session associated with the session profile in response to receiving a second request for support from the mobile device.

7. The method of claim 1, further comprising:

adjusting the threshold in response to content of the session profile.

8. The method of claim 1, further comprising,

requesting the credential, wherein

the credential comprises an encryption key;

and

verifying the instructions, wherein

the verifying comprises determining an authentication value from an authentication key.

9. A computer-readable storage medium, said computer-readable storage medium having instructions stored thereon, said instructions comprising:

a first set of instructions for, responsive to receiving a request for support, building a session profile using the request for support, wherein

the request for support is received from a mobile device;

a second set of instructions for identifying a solution by querying a database, wherein

the second set of instructions uses the session profile and the request for support,

the database comprises

a plurality of possible user inquiries, and

a plurality of possible solutions associated with one or more of the plurality of possible user inquiries;

the solution is associated with the request for support, and

the solution is one of the plurality of possible solutions; and

a third set of instructions for transmitting the solution to the mobile device, wherein

the third set of instructions further comprises

a fourth set of instructions for transmitting a credential to the mobile device,

a fifth set of instructions for verifying an eligibility of the mobile device, and

a sixth set of instructions for transmitting the solution and program instructions executable on the mobile device.

10. The computer-readable storage medium of claim 9, wherein the fifth set of instructions further comprises:

a seventh set of instructions for querying a subscriber database for eligibility information; and

an eighth set of instructions for verifying an eligibility of the mobile device to receive the solution.

11. The computer-readable storage medium of claim 9, said instructions further comprising:

a ninth set of instructions for receiving an item of extrinsic data;

a tenth set of instructions for adding the item of extrinsic data to the session profile; and

an eleventh set of instructions for customizing the solution, in response to receiving the item of extrinsic data.

12. The computer-readable storage medium of claim 11, wherein the extrinsic data is one of:

status data reflecting a status of the mobile device; and

customer data received from a customer information database.

13. The computer-readable storage medium of claim 9, said instructions further comprising

a twelfth set of instructions for, responsive to an indication that the solution is inadequate, adding to the session profile additional information received from the user,

wherein

the indication that the solution is inadequate is one of an expression of dissatisfaction from a user, and

a failure notice indicating that an attempted execution of instructions is not successful;

and

a thirteenth set of instructions for, responsive to a number of solution attempts exceeding a threshold for the number of solution attempts, sending the session profile to an agent, wherein

sending the session profile to the agent results in a live session between the user of the mobile device and the agent.

14. The computer-readable storage medium of claim 9, said instructions further comprising:

a fourteenth set of instructions for re-initiating a session associated with the session profile in response to receiving a second request for support from the mobile device.

15. The computer-readable storage medium of claim 9, said instructions further comprising:

a fifteenth set of instructions for adjusting the threshold in response to content of the session profile.

16. The computer-readable storage medium of claim 9, said instructions further comprising,

a sixteenth set of instructions for requesting the credential, wherein the credential comprises an encryption key;

and

a seventeenth set of instructions for verifying the instructions, wherein the verifying comprises determining an authentication value from an authentication key.

17. An apparatus, comprising

a processor

means for causing said processor to, responsive to receiving a request for support, build a session profile using the request for support, wherein

the request for support is received from a mobile device;

means for causing said processor to identify a solution by querying a database, wherein the querying uses the session profile and the request for support,

the database comprises

a plurality of possible user inquiries, and

a plurality of possible solutions associated with one or more of the plurality of possible user inquiries;

the solution is associated with the request for support, and

the solution is one of the plurality of possible solutions; and

means for causing said processor to transmit the solution to the mobile device, wherein

the means for causing said processor to transmit further comprises

means for causing said processor to transmit a credential to the mobile device,

means for causing said processor to verify an eligibility of the mobile device, and

means for causing said processor to transmit the solution and program instructions executable on the mobile device.

18. The apparatus of claim 17, wherein the means for causing said processor to verify the eligibility of the mobile device further comprises:

means for causing said processor to query a subscriber database for eligibility information; and

means for causing said processor to verify an eligibility of the mobile device to receive the solution.

19. The apparatus of claim 17, further comprising:

means for causing said processor to receive an item of extrinsic data;

means for causing said processor to add the item of extrinsic data to the session profile; and

means for causing said processor to customize the solution, in response to receiving the item of extrinsic data.

20. The apparatus of claim 19, wherein the extrinsic data is one of:

status data reflecting a status of the mobile device; and

customer data received from a customer information database.

21. The apparatus of claim 17, further comprising

means for causing said processor to, responsive to an indication that the solution is inadequate, add to the session profile additional information received from the user, wherein

the indication that the solution is inadequate is one of an expression of dissatisfaction from a user, and

a failure notice indicating that an attempted execution of instructions is not successful;

and

means for causing said processor to, responsive to a number of solution attempts exceeding a threshold for the number of solution attempts, send the session profile to an agent, wherein

means for causing said processor to send the session profile to the agent include means for creating a live session between the user of the mobile device and the agent.

22. The apparatus of claim 17, further comprising:

means for causing the processor to re-initiate a session associated with the session profile in response to receiving a second request for support from the mobile device.

23. The apparatus of claim 17, further comprising:

means for causing the processor to adjust the threshold in response to content of the session profile.

24. The apparatus of claim 17, further comprising,

means for causing the processor to request the credential, wherein

the credential comprises an encryption key;

and

means for causing the processor to verify the instructions, wherein

the means for causing the processor to verify comprises means for causing the processor to determine an authentication value from an authentication key.