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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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 9 132

Cited Art Landscape

Patent Info (Count) # Cites Year
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (2)
* 6,044,355 Skills-based scheduling for telephone call centers 253 1997
* 6,771,760 Callback imitation as incoming calls 55 1999
 
WILMINGTON TRUST, NATIONAL ASSOCIATION, AS ADMINISTRATIVE AGENT (2)
* 5,309,513 Telephone system with ubiquitous agents 182 1992
* 5,511,112 Automated voice system for improving agent efficiency and improving service to parties on hold 138 1994
 
CISCO TECHNOLOGY, INC. (1)
* 6,295,551 Call center system where users and representatives conduct simultaneous voice and joint browsing sessions 287 1997
 
UNIFY, INC. (1)
* 5,872,841 Apparatus and method for scheduling a telephone call 114 1996
 
KANA SOFTWARE, INC. (1)
* 2001/0054,064 METHOD SYSTEM AND COMPUTER PROGRAM PRODUCT FOR PROVIDING CUSTOMER SERVICE OVER THE WORLD-WIDE WEB 143 1998
 
APTEAN, INC. (1)
* 2005/0055,321 System and method for providing an intelligent multi-step dialog with a user 65 2004
 
PRAGMATUS TELECOM, LLC (1)
* 5,884,032 System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent 828 1995
 
PRICELINE.COM LLC (1)
* 6,332,129 Method and system for utilizing a psychographic questionnaire in a buyer-driven commerce system 105 1998
 
IEX CORPORATION (1)
* 6,970,829 Method and system for skills-based planning and scheduling in a workforce contact center environment 88 2000
 
AVAYA INC. (1)
* 2003/0185,378 Queued task/queued resource state forecaster 4 2002
 
CADESSA, L.L.C. (1)
* 2003/0028,513 System and method for providing help services 7 2002
 
LIVE REPAIR.COM (1)
* 2004/0168,164 Method and system for repair servicing of computers 4 2004
 
ClickSoftware Technologies Ltd (1)
* 2004/0044,542 Method and system for sharing knowledge 26 2003
* Cited By Examiner

Patent Citation Ranking

Forward Cite Landscape

Patent Info (Count) # Cites Year
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (8)
7,464,160 Provisioning grid services to maintain service level agreements 7 2004
* 2006/0047,802 Provisioning grid services to maintain service level agreements 6 2004
* 2009/0083,221 System and Method for Estimating and Storing Skills for Reuse 1 2007
* 2009/0210,405 Method, system, and apparatus for providing advice to users 15 2008
* 8,458,002 Service scheduling 2 2008
* 2010/0036,690 SERVICE SCHEDULING 5 2008
8,171,132 Provisioning grid services to maintain service level agreements 1 2008
* 2009/0049,177 Provisioning Grid Services to Maintain Service Level Agreements 24 2008
 
Other [Check patent profile for assignment information] (5)
* 2005/0278,446 Home improvement telepresence system and method 13 2004
* 2009/0119,150 System and Method for End-Users to Customize Customer Service Business Solutions Offered as a Service Over a Network 1 2008
* 2011/0216,895 TECHNIQUE FOR SELECTIVE PRESENTATION OF INFORMATION IN RESPONSE TO A REQUEST FOR INFORMATION ASSISTANCE SERVICE 0 2010
* 2011/0244,928 HANDS-FREE HELPER 4 2011
* 2012/0284,122 Smartphone-Based Methods and Systems 29 2012
 
HEWLETT-PACKARD DEVELOPMENT COMPANY, L.P. (1)
* 2002/0120,485 System and method for aiding customers in defining problems and finding solutions 15 2001
 
DMO, INC. (2)
* 7,305,465 Collecting appliance problem information over network and providing remote technical support to deliver appliance fix information to an end user 19 2004
* 2005/0120,112 Intelligent knowledge management and content delivery system 6 2004
 
INTUIT INC. (1)
* 8,856,670 Technique for customizing a user interface 2 2009
 
FAIR ISAAC CORPORATION (2)
* 8,131,615 Incremental factorization-based smoothing of sparse multi-dimensional risk tables 3 2008
* 2009/0327,132 INCREMENTAL FACTORIZATION-BASED SMOOTHING OF SPARSE MULTI-DIMENSIONAL RISK TABLES 2 2008
 
FUJITSU LIMITED (2)
* 7,634,573 Customer request management method, device and computer product 1 2003
* 2004/0073,669 Service-provision sequence-changing method, device, and computer product 0 2003
 
DELL PRODUCTS L.P. (1)
8,995,670 Systems and methods for local and remote recording, monitoring, control and/or analysis of sounds generated in information handling system environments 1 2011
 
HITACHI, LTD. (2)
* 8,271,667 Information service communication network system and session management server 3 2005
* 2005/0220,039 Information service communication network system and session management server 38 2005
 
ORACLE OTC SUBSIDIARY LLC (1)
* 2008/0187,125 METHOD AND APPARATUS FOR CONVERTING FORM INFORMATION TO PHONE CALL 18 2007
 
GRAPE TECHNOLOGY GROUP, INC. (3)
* 7,711,745 Technique for selective presentation of information in response to a request for information assistance service 3 2003
* 2004/0243,549 Technique for selective presentation of information in response to a request for information assistance service 5 2003
8,488,767 Technique for selective presentation of information in response to a request for information assistance service 0 2010
 
Art Technology, Inc. (1)
8,117,084 Method and apparatus for converting form information to phone call 3 2007
 
INTRAGROUP, INC. (2)
* 7,212,985 Automated system and method for managing a process for the shopping and selection of human entities 25 2001
* 2003/0093,322 Automated system and method for managing a process for the shopping and selection of human entities 19 2001
 
AT&T INTELLECTUAL PROPERTY I, L.P. (1)
8,818,849 Methods and apparatus to provide incentives to deflect callers to websites 0 2013
 
TARGET BRANDS, INC. (1)
* 2013/0173,521 KNOWLEDGE BASE FOR SERVICE TICKETING SYSTEM 0 2011
 
ORACLE INTERNATIONAL CORPORATION (2)
* 8,805,822 Knowledge base search utility 1 2008
* 2009/0276,400 KNOWLEDGE BASE SEARCH UTILITY 3 2008
 
RPX CORPORATION (1)
* 7,502,459 Unified services entitlement architecture 11 2002
 
MICROSOFT TECHNOLOGY LICENSING, LLC (4)
* 7,571,161 System and method for auto-sensed search help 5 2005
* 2006/0259,861 System and method for auto-sensed search help 29 2005
7,882,090 Customizing help content 2 2007
* 2008/0229,199 Customizing help content 7 2007
 
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (2)
* 8,792,633 Method of distributed aggregation in a call center 0 2012
9,172,804 Method of distributed aggregation in a call center 0 2014
 
AT&T KNOWLEDGE VENTURES, L.P. (6)
8,600,801 Methods and apparatus to deflect callers to websites 2 2007
* 8,438,056 Methods and apparatus to provide incentives to deflect callers to websites 2 2007
8,433,606 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
8,818,843 Methods and apparatus to determine when to deflect callers to websites 0 2013
* Cited By Examiner