Method and system for providing a service

• US 7,889,857 B2
• Filed: 02/15/2005
• Issued: 02/15/2011
• Est. Priority Date: 02/15/2005
• Status: Expired due to Fees

• Current Assignee: Siemens AG
• Original Assignee: Siemens AG
• Inventors: Weller, Gerhard, Ruiner, Klaus, Seifert, Matthias, Grass, Norbert, Rosch, Theodor
• Primary Examiner(s): SING, SIMON P
• Application Number:
  US11/058,523
• Publication Number:
  US 20060182261A1
• Time in Patent Office: 2,191 Days
• Field of Search: 379/100.05, 379/110.01, 379/265.12, 37926501-2661, 705/9, 705/8, 705/7, 348/14.1, 706/13, 709/202, 726/10, 455/414.2
• US Class Current: 379/265.12
• CPC Class Codes: H04M 2203/1025 of avatars
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

A method and system for providing a customer with a service upon a service request. The method includes retrieving a dataset from a database for identifying a qualified service person using information about the service, the service person and a customer; establishing communication with the customer; and providing the customer with the service. After the service is performed, the retrieved dataset is updated to maintain accurate information stored in the database.

Claims

1. A method of providing a customer with a service, comprising:

storing in a database of a service provider a number of datasets reflecting a pool of service personnel of the service provider, each dataset including;

qualification data for each of the service personnel to provide a service and service history data regarding former services provided to customers by each of the service personnel;

receiving by the service provider a service activity request from a customer via a communication device;

retrieving by a computer terminal of the service provider connected to the database at least one dataset from the database based on the service activity request in accordance with a retrieving rule that weighs qualification data and service history data for each service personnel so that the customer can be matched with an appropriate service personnel;

identifying the appropriate service personnel in the retrieved dataset;

establishing communication between the service provider and the customer utilizing a virtual meeting session comprising a personal avatar for the customer to interface with, the avatar transmitted from the service provider to a computer of the customer wherein an appearance of the avatar is specifically adapted and assigned to the customer to provide the customer with a familiar and consistent appearance in its personal avatar regardless of which service personnel is identified for the service activity request or a future service activity request; and

after providing the customer with the service activity by the service personnel based upon the service activity request, updating the retrieved dataset with information regarding the service activity.

2. The method according to claim 1, wherein a current physical location of the service personnel providing the customer with the service activity is identified using a tracking system.

3. The method according to claim 1, wherein the identified service personnel is notified using a message sent to a receiver unit assigned to the service personnel.

4. The method according to claim 1, wherein the avatar is animated.

5. The method according to claim 1, wherein the avatar includes an artificial voice.

6. The method according to claim 5, wherein the artificial voice includes voice transformation based on a digitized human voice.

7. A system enabling a provider to supply a customer with a service, comprising:

a database of a service provider including a number of datasets reflecting a pool of service personnel of the service provider, each dataset including;

qualification data for each of the service personnel to provide a service and service history data regarding former services provided to customers by each of the service personnel;

an input device of a computer terminal of the service provider connected to the database for receiving a service activity request from a customer;

an evaluation unit connected to the database for retrieving at least one dataset from the database based on the service activity request in accordance with a retrieving rule that weighs qualification data and service history data for each service personnel so that the customer can be matched with an appropriate service personnel and for identifying the appropriate service personnel in the retrieved dataset;

a control device for establishing communication between the service provider and the customer utilizing a virtual meeting session comprising a personal avatar for the customer to interface with, the avatar transmitted from the service provider to a computer of the customer, wherein an appearance of the avatar is specifically adapted and assigned to the customer to provide the customer with a familiar and consistent appearance in its personal avatar regardless of which service personnel is identified for the service activity request or a future service activity request; and

an updating device for updating the retrieved dataset after the service personnel has provided the customer with the service activity.

8. The system according to claim 7, wherein the avatar includes an artificial voice.

9. The system according to claim 8, wherein the artificial voice includes voice transformation based on a digitized human voice.