Customer service management

US10846111B2 · kind B2 · utility

Assignee

• ServiceNow, Inc. · US

Inventors

• Udom Dwivedi · Los Altos, US
• Vytesh Ramesh · Fremont, US
• Harish Kumar Balachandra Bellamane · San Jose, US
• Sanjay Gupta · Crystal Lake, US
• Evan Ross Lipton · San Jose, US
• Vamsi Krishna Soma · Sunnyvale, US

Key dates

• Filing date: Dec 18, 2018
• Grant date: Nov 24, 2020
• Expiry date: Jan 1, 2039

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q30/0281
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

The present disclosure relates techniques for coordinating and synchronizing client-facing support services with the activities and responses from one or more technical teams assigned to address a client issue. In certain implementations, this may allow an agent or customer approach to use a single reference identifier (such as a case or matter number) to access information or updates from technical teams that do not typically employ such a number for their own tracking purposes. In this manner, relevant information to a client issue may be accessed from all involved technical teams at the agent level as well as allowing the technical teams themselves to readily see activity by other teams.