US Patent Application No: 2004/0044,585

Number of patents in Portfolio can not be more than 2000

Customer service management system

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ATTORNEY / AGENT: (SPONSORED)

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Abstract

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The customer is given the option to access customer service through the Internet. A web site provides several convenient alternatives for scheduling a voice session with a customer service agent instead of waiting on the phone. Users are encouraged to search a Selection-Oriented-Knowledge-Base (SOKB) that helps the user's thinking process by displaying a sequence of intuitively recognizable multimedia menu selections that eventually lead to what the user has in mind and provide appropriate answers. The SOKB is based upon a Selection-On-Vertex network that provides the infrastructure to expand the level of knowledge of the SOKB by automatically capturing knowledge gained through experience. Customer service agents are seamlessly integrated into the SOKB by a NEED HELP request button that the user can click if difficulties are encountered during the search. A Help Requests Predictor enables customer service agents to respond within seconds to NEED HELP requests initiated by users.

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Patent Owner(s)

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International Classification(s)

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Franco, Hector Sunnyvale, CA 8 78

Patent Citation Ranking

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Patent Info (Count) # Cites Year
 
AT&T KNOWLEDGE VENTURES, L.P. (3)
8,600,801 Methods and apparatus to deflect callers to websites 0 2007
8,438,056 Methods and apparatus to provide incentives to deflect callers to websites 0 2007
8,433,606 Methods and apparatus to determine when to deflect callers to websites 0 2007
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (3)
7,464,160 Provisioning grid services to maintain service level agreements 2 2004
8,458,002 Service scheduling 0 2008
8,171,132 Provisioning grid services to maintain service level agreements 1 2008
 
GRAPE TECHNOLOGY GROUP, INC. (2)
7,711,745 Technique for selective presentation of information in response to a request for information assistance service 1 2003
8,488,767 Technique for selective presentation of information in response to a request for information assistance service 0 2010
 
MICROSOFT CORPORATION (2)
7,571,161 System and method for auto-sensed search help 4 2005
7,882,090 Customizing help content 0 2007
 
ART TECHNOLOGY INC. (1)
8,117,084 Method and apparatus for converting form information to phone call 1 2007
 
DMO, INC. (1)
7,305,465 Collecting appliance problem information over network and providing remote technical support to deliver appliance fix information to an end user 16 2004
 
FAIR ISAAC CORPORATION (1)
8,131,615 Incremental factorization-based smoothing of sparse multi-dimensional risk tables 0 2008
 
FUJITSU LIMITED (1)
7,634,573 Customer request management method, device and computer product 1 2003
 
HITACHI, LTD. (1)
8,271,667 Information service communication network system and session management server 2005
 
INTRAGROUP, INC. (1)
7,212,985 Automated system and method for managing a process for the shopping and selection of human entities 23 2001
 
RPX CORPORATION (1)
7,502,459 Unified services entitlement architecture 9 2002

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