System and method for voice over IP (VoIP) support for computer-implemented processes

US7716099B1 · kind B1 · utility

Assignee

• Intuit Inc. · US

Inventors

• Pamela R. Welch · Carrollton, US
• William W. Huckabee · Sachse, US
• Kenneth R. Howard · Allen, US
• Hiep Nguyen · Rochester, US
• Sara D. Mattice · Farmersville, US
• Jennifer L. Reeves · Frisco, US
• James G. Johnson · Lake Forest, US
• Albert S. Baines · Little Elm, US
• Stephen H. Wright · Granite Falls, US

Key dates

• Filing date: Jul 6, 2006
• Grant date: May 11, 2010
• Expiry date: Feb 3, 2028

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q40/00
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

System and method for providing customer support via Voice Over Internet Protocol (VoIP) for particular aspects of tax programs and other computer-implemented processes. Different areas of tax preparation may be identified as different modules in the tax program. After selecting a module, a user of the tax program may select a particular document or particular field on a document that the user may need assistance with. A user interface may provide one or more mechanisms whereby the user may access VoIP support targeted at the particular aspect (e.g., module, document, or field). By enabling users to select particular aspects of the tax program and to invoke VoIP support for aspects at which support is needed, embodiments may enable users to sort themselves into queues targeted at the particular aspects for which support is needed before contacting the vendor's support system.