Systems and methods for enabling customer care assistance with self-service transactions
US7729948B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 24, 2006 |
| Grant date | Jun 1, 2010 |
| Priority date | — |
| Expiry date | Jul 13, 2027 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q30/0601
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
Upon a client encountering an error while operating a self-service application for changing services in a wireless device, the client can queue themselves to speak with a customer care center representative. Data collected from the client through the self-service application is transferred to a customer care system to provide the customer care representative with application state information including which step in the application the customer requires assistance with. Upon the customer care representative successfully assisting the customer the wireless device continues on to the next step in the self-service application. When all of the steps in the self-service application are complete or upon completion of each step, the data collected is transferred to the customer care system and used to update the necessary systems to implement the change in service.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.