Customer service management system

Number of patents in Portfolio can not be more than 2000

United States of America Patent

APP PUB NO 20040044585A1
SERIAL NO

10651384

Stats

ATTORNEY / AGENT: (SPONSORED)

Importance

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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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First Claim

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Patent Owner(s)

  • Assignment data not available. Check PTO

International Classification(s)

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Franco, Hector Sunnyvale, CA 9 160

Cited Art Landscape

Patent Info (Count) # Cites Year
 
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CLICKSOFTWARE TECHNOLOGIES LTD. (1)
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* Cited By Examiner

Patent Citation Ranking

Forward Cite Landscape

Patent Info (Count) # Cites Year
 
Sprint Communications Company L.P. (5)
9439240 Mobile communication system identity pairing 3 2011
* 9591482 Method for authenticating driver for registration of in-vehicle telematics unit 0 2014
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INTERNATIONAL BUSINESS MACHINES CORPORATION (8)
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Other [Check patent profile for assignment information] (5)
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HEWLETT-PACKARD DEVELOPMENT COMPANY, L.P. (1)
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DMO, INC. (2)
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FUJITSU LIMITED (2)
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DELL PRODUCTS L.P. (1)
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HITACHI, LTD. (2)
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ORACLE OTC SUBSIDIARY LLC (1)
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VOICECASH IP GMBH (1)
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Grape Technology Group, Inc. (3)
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Art Technology, Inc. (1)
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INTRAGROUP, INC. (2)
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AT&T INTELLECTUAL PROPERTY I, L.P. (1)
8818849 Methods and apparatus to provide incentives to deflect callers to websites 0 2013
 
TARGET BRANDS, INC. (1)
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ORACLE INTERNATIONAL CORPORATION (2)
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RPX CORPORATION (1)
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MICROSOFT TECHNOLOGY LICENSING, LLC (4)
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GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (6)
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9756184 System and method of distributed maintenance of contact center state 0 2012
9477464 Distributed aggregation for contact center agent-groups on sliding interval 0 2012
9578171 Low latency distributed aggregation for contact center agent-groups on sliding interval 0 2014
9172804 Method of distributed aggregation in a call center 1 2014
9571656 Method of distributed aggregation in a call center 0 2015
 
AT&T KNOWLEDGE VENTURES, L.P. (6)
8600801 Methods and apparatus to deflect callers to websites 3 2007
* 8438056 Methods and apparatus to provide incentives to deflect callers to websites 2 2007
8433606 Methods and apparatus to determine when to deflect callers to websites 2 2007
* 2008/0183,516 METHODS AND APPARATUS TO DETERMINE WHEN TO DEFLECT CALLERS TO WEBSITES 4 2007
* 2008/0183,570 METHODS AND APPARATUS TO DEFLECT CALLERS TO WEBSITES 5 2007
8818843 Methods and apparatus to determine when to deflect callers to websites 0 2013
* Cited By Examiner