Systems and methods for customer contact
First Claim
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1. A system for facilitating contact between a user of a network-based service and a service agent of the network-based service, comprising:
- a contact service in communication with the customer service agent that provides an agent status and a contact status, the agent status representing a current availability of the service agents to communicate with the user and the contact status representing a status of the contact between the user and the service agent; and
a computing device in communication with the contact service, the computing device operative to;
generate a first user interface in response to a user request, wherein the first user interface comprises the agent status and enables submission of a request for contact between the user and a service agent to the computing device and wherein the agent status is obtained from the contact service;
generate a second user interface in response to a user request for contact, wherein the second user interface enables submission of user contact information to the computing device;
submit received user contact information to the contact service; and
generate a third user interface, wherein the third user interface comprises the contact status obtained from the contact service in response to the submitted user contact information.
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Abstract
A user of a personal computing device may identify an item of interest displayed in a user interface provided by a network-based service and would like to obtain more information. The user may submit one or more electronic contact requests to a contact service in communication with a contact distribution system in order to obtain more information. The contact distribution system determines accurate, real-time availability of service agents and enables communications between the customer and an agent to be established in accordance with user contact information provided by the user.
88 Citations
26 Claims
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1. A system for facilitating contact between a user of a network-based service and a service agent of the network-based service, comprising:
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a contact service in communication with the customer service agent that provides an agent status and a contact status, the agent status representing a current availability of the service agents to communicate with the user and the contact status representing a status of the contact between the user and the service agent; and a computing device in communication with the contact service, the computing device operative to; generate a first user interface in response to a user request, wherein the first user interface comprises the agent status and enables submission of a request for contact between the user and a service agent to the computing device and wherein the agent status is obtained from the contact service; generate a second user interface in response to a user request for contact, wherein the second user interface enables submission of user contact information to the computing device; submit received user contact information to the contact service; and generate a third user interface, wherein the third user interface comprises the contact status obtained from the contact service in response to the submitted user contact information. - View Dependent Claims (2, 3, 4, 5)
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6. A system for communication between a user and a service agent, comprising:
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a data store that maintains one or more user interface templates; and a computing device in communication with the data store, the computing device operative to; obtain a first request from the user for a first user interface, the first user interface comprising an agent status, wherein the agent status represents a current availability of one or more service agents to contact the user; obtain a first user interface template from the data store; generate the first user interface comprising the first user interface template and the agent status, wherein the agent status is obtained from a contact service in communication with one or more service agents; provide the first user interface to the user for display; and provide a contact status to the user, the contact status representing a status of a contact between the user and a service agent. - View Dependent Claims (7, 8, 9, 10, 11, 12, 13, 14)
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15. A computer-implemented method for facilitating communication between a user and a service agent, comprising:
under control of one or more configured computer systems; requesting agent status from a contact service in communication with one or more service agents, the agent status representing a current availability of a service agent to communicate with the user; providing the agent status received from the contact service to the user; requesting contact with the service agent, the contact request comprising user contact information; and providing a contact status received from the contact service to the user in response to user contact information submitted to the contact service. - View Dependent Claims (16, 17, 18, 19, 20)
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21. A non-transitory computer-readable medium having encoded thereon instructions to present service agent information to a user, wherein the instructions, when executed by a computing apparatus, cause the computing apparatus to:
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request an agent status from a contact service in communication with one or more service agents, the agent status representing a current availability of the service agents to communicate with the user; provide the agent status received from the contact service to the user; receive a user request for contact with a service agent, the contact request comprising user contact information; obtain a contact status from the contact service, wherein the contact status represents a status of contact between the user and service agent; and provide the contact status to the user. - View Dependent Claims (22, 23, 24, 25, 26)
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Specification