System and method for providing managed instant communication (or chat)-based helpdesk services
US9443216B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 19, 2009 |
| Grant date | Sep 13, 2016 |
| Priority date | — |
| Expiry date | Nov 13, 2034 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/401
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
An approach for managed instant communication (or chat)-based helpdesk services. An inquiry for a support service is received, at a helpdesk management platform, from a customer requesting assistance, the inquiry including one or more parameters defining the support service. A response is generated to the inquiry based on the one or more parameters, the response indicating a plurality of helpdesks associated with at least one service provider. An instant communication session is established between the customer and one of the helpdesks. The instant communication session is placed into a queue for an agent associated with the one helpdesk.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.