Customer support center with virtual world enhancements
US8737598B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Sep 30, 2009 |
| Grant date | May 27, 2014 |
| Priority date | — |
| Expiry date | Jun 15, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2207/203
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A customer support system enhanced with virtual world features to make the support experience more interactive and pleasant. The system includes a web user interface for web-based customers and an optional voice interface for voice-based customers, a support server and a virtual world component for enhancing the interaction between a customer and the support center. A routing server with virtual world targets route the customer to appropriate support center contacts in the virtual world. The virtual world targets include a “Greeter” avatar for greeting and prompting the customer with support-related questions. The customer is routed to a “CSR” avatar once support information is obtained. Other avatars like “Expert” avatars, “Advisor” avatars, and “Friend” avatars may also join the support session to assist the customer on specific support items, depending on the customer needs.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.