Management and allocation of services using remote computer connections
First Claim
1. A computer-implemented method for allocating services among a plurality of service operators each having associated therewith at least one service area and a respective skill level for the at least one service area, each service operator operating a respective computer, the method comprising:
- receiving at a support server a request for service from at least one computer being operated by a user;
determining a user level awareness of a type of service needed;
generating a questionnaire to be answered by the user operating the at least one computer based upon the user level of awareness of the type of service needed;
determining the type of service needed based on the answered questionnaire;
comparing the respective service areas and skill levels associated with each of the plurality of service operators to the type of service needed;
selecting at least one of the plurality of service operators based upon the comparison;
establishing a service session with the computer being operated by the at least one selected service operator for providing the requested service and initiating a billing counter for the service session;
collecting service operator performance data at the support server for the at least one selected service operator, the service operator performance data comprising at least a resolution time for the service session;
collecting user feedback data at the support server for the service session from the at least one computer for the at least one selected service operator; and
upon conclusion of the service session,when the feedback data meets a satisfaction threshold, performing a billing transaction comprising billing an account associated with the user and crediting an account associated with the at least one selected service operator based upon the billing counter,when the feedback data falls below the satisfaction threshold, placing the billing transaction on hold without billing the account associated with the user or crediting the account associated with the at least one selected service operator, andupdating the respective skill level for the at least one selected service operator based upon the service operator performance data and the user feedback.
1 Assignment
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Accused Products
Abstract
A computer-implemented method for allocating services among a plurality of service operators where each capable of providing at least one service and each service operator operating a respective computer to receiving at a support server a request for service from at least one computer being operated by a user, generating a questionnaire to be answered by the user operating the at least one computer, selecting at least one service operator based upon the answered questionnaire, and establishing a service session between the at least one computer being operated by the user and the computer being operated by the at least one selected service operator for providing the requested service.
46 Citations
30 Claims
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1. A computer-implemented method for allocating services among a plurality of service operators each having associated therewith at least one service area and a respective skill level for the at least one service area, each service operator operating a respective computer, the method comprising:
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receiving at a support server a request for service from at least one computer being operated by a user; determining a user level awareness of a type of service needed; generating a questionnaire to be answered by the user operating the at least one computer based upon the user level of awareness of the type of service needed; determining the type of service needed based on the answered questionnaire; comparing the respective service areas and skill levels associated with each of the plurality of service operators to the type of service needed; selecting at least one of the plurality of service operators based upon the comparison; establishing a service session with the computer being operated by the at least one selected service operator for providing the requested service and initiating a billing counter for the service session; collecting service operator performance data at the support server for the at least one selected service operator, the service operator performance data comprising at least a resolution time for the service session; collecting user feedback data at the support server for the service session from the at least one computer for the at least one selected service operator; and upon conclusion of the service session, when the feedback data meets a satisfaction threshold, performing a billing transaction comprising billing an account associated with the user and crediting an account associated with the at least one selected service operator based upon the billing counter, when the feedback data falls below the satisfaction threshold, placing the billing transaction on hold without billing the account associated with the user or crediting the account associated with the at least one selected service operator, and updating the respective skill level for the at least one selected service operator based upon the service operator performance data and the user feedback. - 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 computer network comprising:
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a plurality of service operator computers being operated by a plurality of service operators, each service operator having associated therewith at least one service area and a respective skill level for the at least one service area; at least one user computer being operated by a user; and
a support server for receiving a request for service from said at least one user computer, said support server configured togenerate a questionnaire to be answered by the user operating said at least one user computer, select at least one service operator from the plurality of service operators based upon the answered questionnaire, and establish a service session between said at least one user computer and said service operator computer being operated by the at least one selected service operator for providing the requested service and initiate a billing counter for the service session, collect service operator performance data for the at least one selected service operator, the service operator performance data comprising at least a resolution time for the service session, collect user feedback data for the service session from the at least one user computer for the at least one selected service operator, and upon conclusion of the service session, when the feedback data meets a satisfaction threshold, perform a billing transaction comprising billing an account associated with the user and crediting an account associated with the at least one selected service operator based upon the billing counter, when the feedback data falls below the satisfaction threshold, place the billing transaction on hold without billing the account associated with the user or crediting the account associated with the at least one selected service operator, and update the respective skill level for the at least one selected service operator based upon the service operator performance data and the user feedback. - View Dependent Claims (20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30)
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Specification