Method for providing support with associates anywhere and notifications
US9245287B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jul 18, 2012 |
| Grant date | Jan 26, 2016 |
| Priority date | — |
| Expiry date | Aug 10, 2034 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04N7/147
- WIPO fieldAudio-visual technology
- WIPO sectorElectrical engineering
Abstract
According to one embodiment, a self-service system is to provide self-support knowledgebase (KB) information to allow users to navigate the self-support KB. A monitor is to track user interaction with the self-support KB while a user navigates through the self-support KB. A support service system is to receive a request from the first mobile device of the first user to request a live support service and in response to the request, the support service system is to identify a set of skills required to handle the first product currently navigated by the user. An agent manager to select a support agent having a skill set satisfying the identified skill set. A communications and routing system coupled to the support service system to establish session video chat communications session between the mobile devices of the user and the selected agent.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.