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251 results about "Customer support" patented technology
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Apparatus and methods for developing conversational applications
InactiveUS20040083092A1Improve speech recognition performanceQuick fixSemantic analysisSpeech recognitionState switchingApplication software
Owner:GYRUS LOGIC INC
Communication system and method including rich media tools
InactiveUS6948131B1Improved and costRecording carrier detailsData processing applicationsCommunications systemAnimation
The rich media communication system of the present invention provides a user with a three-dimensional communication space or theater having rich media functions. The user may be represented in the theater as a segmented video image or as an avatar. The user is also able to communicate by presenting images, videos, audio files, or text within the theater. The system may include tools for allowing lowered cost of animation, improved collaboration between users, presentation of episodic content, web casts, newscasts, infotainment, advertising, music clips, video conferencing, customer support, distance learning, advertising, social spaces, and interactive game shows and content.
Owner:VIDIATOR ENTERPRISES INC
System and method for aggregate portfolio client support
A system for facilitating client and advisor communications which may include a port to an aggregate database of a client's holdings and profile. When servicing or analyzing a client's financial needs, a financial advisor at a call center or other facility may be presented with a screen displaying some or all of the client's accounts, profile or analysis tools, collected via Internet or other sources. Other parties, including the client, may be offered access to the same, similar or related data and the financial advisor's analysis via a Web browser or other interface.
Owner:JPMORGAN CHASE BANK NA +1
System use internal service level language including formula to compute service level value for analyzing and coordinating service level agreements for application service providers
InactiveUS6925493B1Accurately monitored and controlledMaximum flexibilityDigital computer detailsHardware monitoringService-level agreementCustomer relationship management
The present invention describes a system for automatically monitoring and managing Service Level Agreements on behalf of Service Providers (such as Application Service providers). The system is based on a specialized SLA language that can translate complex or simple Service Level Agreements into measurable and controllable criterion. The system enables Application Service providers to set up customized Service Level Agreements with customers, and monitor, modify and control all aspects of these agreements, including billing, sales, Customer Relation Management, customer support and Quality of Service. The technology on which the present invention is based is a formula driven language that translates Service Level Agreement details into commands. As such these details can be tracked and processed to produce detailed reports and summaries.
Owner:CA TECH INC
Evaluating a performance of a customer support resource in the context of a peer group
InactiveUS20070174111A1Evaluate performanceHardware monitoringMarketingLibrary scienceCustomer support
A method, system and computer program product for evaluating a performance of an object customer support resource in providing a customer support service is disclosed. A peer group of customer support resources that are expected to behave comparably as the object customer support resource is established to determine a normal behavior that the object customer support resource is supposed to act consistent with in providing the customer support service. A behavior of the object customer support resource is compared to the normal behavior to evaluate a performance of the object customer support resource in providing the customer support service. Real time assignment of the customer support service is performed based on a result of the evaluation.
Owner:IBM CORP
Method for electronically packaging a user's personal computing environment on a computer or device, and mobilizing it for transfer over a network
InactiveUS20050183021A1Easy accessSimple interfaceDigital data information retrievalProgram controlOperational systemEmail address
A computer system using open source software and operating systems is enabled over a global computer network to provide universal, selected applications. The applications can be accessed from a local personal computer, personal digital assistant (PDA), remote dedicated computer terminal, or like devices. Selected applications may include word processing, calendar, address book, picture viewing, music playing, games, email, Internet access, and the like. Personal data, such as pictures, music, games, “favorite places”, email addresses, and application settings are saved to the local client device and to a centralized customer support server. An included software manager ensures that the most current version of each application is used, and, if not available on the client, it can be uploaded, if necessary.
Owner:ALLENPORT
Method that uses enterprise application integration to provide real-time proactive post-sales and pre-sales service over SIP/SIMPLE/XMPP networks
InactiveUS20060080130A1Facilitates text-based messagingKeep trackMultiple digital computer combinationsCommerceEnterprise application integrationUser input
A system and method provides customer support to a user. In one embodiment, it includes providing the user access to a knowledge database for the user to query the knowledge database regarding a support issue. It also provides, in response to the user querying the knowledge database, an interface to the user for the user to enter a service request. Further, it establishes, in response to the user entering the service request, an instant messaging session between the user and a customer support representative.
Owner:SUPPORTAP
Method and apparatus for network-based sales force management
A method and apparatus for network-based sales force automation are provided that meet objectives of increasing sales and marketing efficiency and efficiency of technical and customer support by providing multi-dimensional displays of transactional information to users. Transactional information of deals, contacts, accounts, and leads is provided over the Internet using a Web browser. The information of related transactions is electronically linked, and the transactional information is electronically searchable using custom profiles. The transactional information is accessed and shared among host organization members according to a hierarchy and predefined territories. A Radar Screen Opportunity Display (RSOD) may be selected on which deal objects are displayed that represent the stages in a sales pipeline of corresponding deals. New business information may be selected, wherein automatic notification is provided of new information and changed information relating to transactions, wherein the new business information comprises information on at least one monitored customer Web site. A communication capability is provided that comprises electronic mail, facsimile, telephones, and paging devices, wherein communication is automatically established using transactional information.
Owner:ORACLE INT CORP
Non-invasive networked-based customer support
InactiveUS6298457B1Detecting faulty hardware by remote testEmergency protective arrangements for automatic disconnectionElectronic networkSoftware engineering
Customer-service tasks are performed in a noninvasive manner by relying on automatic methods for (a) capturing the state of the operating domain and (b) automatically communicating this state as well as a description of the circumstances that lead to activation of the process to a remote service machine via an electronic network. Network-based customer-service for software support includes an automatic mechanism which initiates the product support process. This automatic mechanism may optionally be augmented by a manual mechanism for initiating the support process. The process captures the operating environment in sufficient detail so as to enable its re-creation in part or in whole on a separate machine. Archived data is transmitted to an off-site storage device, and when this data is received, notification is transmitted to customer-support personnel. The operating environment is re-created, and the customer-support person investigates the problem by executing the software product in the re-created environment.
Owner:IBM CORP
Postal system intranet and commerce processing for on-line value bearing system
An on-line system for printing a value bearing item (VBI) that includes a client subsystem for interfacing with a user, a cryptographic device remote from the client subsystem for authenticating a plurality of users, and a server subsystem capable of communicating with the client subsystem and having code for providing customer support to a user, for administering a user VBI meter, for providing payment administration support to a user, providing accounts receivable support to a user, meter refund and withdrawal processing support to a user, providing misprint processing support to a user, and providing payment processing and billing functions. A method implementing these features is also provided.
Owner:STAMPS COM
Communication system and method including rich media tools
InactiveUS20060064645A1Improved and costData processing applicationsTelevision conference systemsCommunications systemAnimation
The rich media communication system of the present invention provides a user with a three-dimensional communication space or theater having rich media functions. The user may be represented in the theater as a segmented video image or as an avatar. The user is also able to communicate by presenting images, videos, audio files, or text within the theater. The system may include tools for allowing lowered cost of animation, improved collaboration between users, presentation of episodic content, web casts, newscasts, infotainment, advertising, music clips, video conferencing, customer support, distance learning, advertising, social spaces, and interactive game shows and content.
Owner:VIDIATOR ENTERPRISES INC
Methods and Systems for Providing Context-Based Customer Support for a User Interface View Associated with a Television Service
ActiveUS20160127788A1Television system detailsColor television detailsContext basedSystem identification
An exemplary computer-implemented television service system detects, while a media content processing device is presenting a user interface view associated with a television service within a display screen in communication with the media content processing device, an input command provided by a user of the media content processing device and representative of a request for customer support. In response, the system identifies a context within which the input command is provided by the user, selects, based on the identified context, customer support content provided by the television service and associated with the user interface view being presented within the display screen, and directs the media content processing device to present the customer support content within the user interface view. Corresponding systems and methods are also described.
Owner:VERIZON PATENT & LICENSING INC
Interaction solutions for customer support
InactiveUS20100169148A1Digital data processing detailsResourcesUrban infrastructureCustomer engagement
The present invention provides a system, architecture and process to support new interaction paradigms in customer support. Specifically, the approach of the present invention will unify through a new process and innovative system architecture the two basic methods of in house support and online support. To accomplish this unification, the present invention enables customers to work together as peers in problem resolution by exploiting the customer expertise (they work with the products on a daily basis and often have deep understanding what works / does not work). Among other things, the present invention provides: incentives for customers to participate in this new support; a rating infrastructure in which multiple good ratings helps to become “THE EXPERT” by increasing the score; incentives upon receipt of good ratings and or certain score levels; a problem routing mechanism; Master Data Management (MDM) for insights in customers and products.
Owner:IBM CORP
Method and system for providing multiple services via a point-of-sale portal architecture
ActiveUS20080195465A1Hand manipulated computer devicesPayment protocolsDialog managementSystems management
A secure point-of-sale (POS) portal architecture for delivering multiple services is provided. According to one exemplary aspect of the architecture, a number of services offered by various parties are integrated for delivery to merchants. The parties offering the services include, for example, payment processors and merchant acquirers and other external value-added service providers. The integrated services, in turn, are offered to merchants and / or their respective customers via one or more POS devices and its supporting system infrastructure at the merchant locations. The integrated services include, for example, acceptance of multiple payment instruments, payment processing, user dialog management, sales promotion and customer support, loyalty programs, back office processing, receipt capture, employee training, risk management, dispute resolution, system security, system administration etc. Moreover, these integrated services may be customized based on a merchant's particular requirements to provide a specific environment for delivering these services.
Owner:VISA USA INC (US)
Method and system for controlling and communicating with machines using multiple communication formats
InactiveUS20050256934A1Multiple digital computer combinationsTransmissionSystems approachesCustomer support
A method and system method of controlling a first device by a second device. The method includes receiving, by the second device, a first message transmitted by the first device; determining, by the second device, a type of the first device; determining, by the second device, a communication protocol utilized by the first device based on the type of the first device and by looking up an identifier contained within the first message; extracting, by the second device, formatted data from the first message based on the communication protocol utilized by the first device; determining whether a customer support device should to be contacted based on the extracted formatted data; contacting the customer support device if the preceding determining step determines that the customer support device should to be contacted; constructing, by the second device, a second message containing an instruction for controlling the first device based on results of the preceding determining and contacting steps; transmitting the second message from the second device to the first device; receiving, by the first device, the second message transmitted by the second device; and performing, by the first device, an operation in response to the second message transmitted by the second device.
Owner:RICOH KK
System and method for providing direct, context-sensitive customer support in an interactive television system
InactiveUS20050039214A1Television system detailsAnalogue secracy/subscription systemsTelevision systemInteractive television
In response to a customer pressing a specifically-designated button, the customer is placed in communication with a customer support center associated with the content currently being displayed by the customer's interactive television system. The interactive television system receives the request for customer support, identifies a support center associated with the content, and establishes a two-way communication channel between the support center and the customer. The two-way communication channel may support audio, video, text, and other data exchanges.
Owner:DIGEO
System and method for analyzing and coordinating Service-Level-Agreements (SLA) for Application-Service-Providers (ASP)
InactiveUS20090077210A1Accurately monitored and controlledMaximum flexibilityDigital computer detailsHardware monitoringService-level agreementCustomer relationship management
The present invention describes a system for automatically monitoring and managing Service Level Agreements on behalf of Service providers (such as Application Service providers). The system is based on a specialized SLA language that can translate complex or simple Service Level Agreements into measurable and controllable criterion. The system enables Application Service providers to set up customized Service Level Agreements with customers, and monitor, modify and control all aspects of these agreements, including billing, sales, Customer Relation Management, customer support and Quality of Service. The technology on which the present invention is based is a formula driven language that translates Service Level Agreement details into commands. As such these details can be tracked and processed to produce detailed reports and summaries.
Owner:CA TECH INC
Systems and methods for hybrid delivery of remote and local technical support via a centralized service
The present solution is directed to a hybrid customer support model for providing remote online support service in conjunction with local onsite support service. A local technician provides on site support service for a device at a premise for a predetermined amount of time. The onsite support by the local technician may be limited to a subset of the tasks for resolving an issue with the device or otherwise be limited to applying a subset or scope of skills to resolving the issue. In one embodiment, the local technician has a first type of skill from a plurality of skills. The local technician identifies an issue with the device and sends the issue to a centralized service. The centralized service receives an identification of the issue—the resolution of which may include a plurality of tasks. In one embodiment, each of the plurality of tasks is performed by one or more remote technicians having a skill type corresponding to the task. A resource pool is managed via the centralized service to support information flow in the hybrid model. The centralized service tracks service information and results.
Owner:PLUMCHOICE
Customer supported automatic meter reading method
InactiveUS20090267792A1Reduce operating costsMuch-reduced capital costElectric signal transmission systemsTariff metering apparatusUtility computingDistribution system
A method is described in which an automatic metering reading (AMR) method is implemented in the utility distribution system. The AMR method comprises a mesh network in which selected customers of the utility company support the network by providing collocated internet access points via the customer's existing internet connections; thus providing AMR data “backhaul”, thereby minimizing the need for the utility to build and deploy all the access points needed to populate the mesh infrastructure network. This customer access point for which the customer is remunerated, in whole or in part by the utility, allows the utility to develop and implement all the network elements to meet the utility AMR needs at a much lower cost. The customer-supported method can allow the utility to efficiently and effectively service its metering needs via the global communications network without a major investment in hardware, software and personnel.
Owner:CRICHLOW HENRY
System and method for inventory and capacity availability management
The present invention provides a system and method whereby a user having the proper permissions to access a supply chain may check the availability of an item within the supply chain network. There are three different types of availability that can be checked: (1) current inventory availability, (2) available to promise inventory (projected+current inventory), and (3) capable to promise inventory (current inventory+projected inventory+capacity for manufacturing, labor, materials, and transportation). Preferably, the system is accessible over a distributed network such as the Internet, thereby facilitating remote access by allowing remote customers to receive a reliable commitment of delivery. The system further allows businesses to offer improved customer support in multiple commercial channels.
Owner:JDA SOFTWARE GROUP
Providing data messaging support by intercepting and processing received short message service (SMS) messages at a customer support service
ActiveUS9813363B1Multiple digital computer combinationsData switching networksContext classificationMessage processing
A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, pre-processing the message to determine a particular contextual classification associated with a word included in the message and assigning the message to a predefined message bucket that has a number of automated responses. The method may also include identifying an automated response to the message that includes contextual information that is based on the parsed word from the message and processing the message to determine whether to generate the automated response and transmit the automated response to an end user device based on a confidence score.
Owner:WEST TECH GRP LLC
System and Method for Providing Customer Support on a User Interface
ActiveUS20110249081A1Service is often complicatedOvercomes drawbackFinanceManual exchangesElectronic documentRapid access
Embodiments described can more effectively complete complicated service transactions in a more efficient manner by having a team of well-trained professionals who are instantly “streamed” into any location as necessary. A two-way communication system can provide instant or quick access to the right expert at the right point in time, thereby converting what might otherwise be a negative customer experience into a positive sales and service opportunity. A computer implemented method for providing customer support comprises receiving, by a touchpoint device, identification information from a user of the touchpoint device; receiving the identification information; providing an electronic document to the user; receiving an input from the user requesting a session with a representative; selecting a representative based at least in part on the electronic document; providing information about the electronic document to the representative; and establishing a connection between the representative and the touchpoint device.
Owner:CITIBANK
Method for routing electronic correspondence based on the level and type of emotion contained therein
A system, method, and computer program product for determining the emotional content of an electronic correspondence to route or prioritize the information, to set the expectations of a customer support worker, to flag those workers who are using inappropriate language with the customer, or to determine another best course to send the correspondence. In a preferred embodiment, a customer sends an electronic correspondence to a company via email. Emotionally charged words or symbols in each sentence are detected. The message is then given an emotional ranking which is used to determine what future action is most appropriate for the correspondence.
Owner:ORACLE OTC SUBSIDIARY
Method and system for providing multiple services via a point-of-sale portal architecture
ActiveUS20070094085A1Hand manipulated computer devicesPayment protocolsDialog managementSales promotion
A secure point-of-sale (POS) portal architecture for delivering multiple services is provided. According to one exemplary aspect of the architecture, a number of services offered by various parties are integrated for delivery to merchants. The parties offering the services include, for example, payment processors and merchant acquirers and other external value-added service providers. The integrated services, in turn, are offered to merchants and / or their respective customers via one or more POS devices and its supporting system infrastructure at the merchant locations. The integrated services include, for example, acceptance of multiple payment instruments, payment processing, user dialog management, sales promotion and customer support, loyalty programs, back office processing, receipt capture, employee training, risk management, dispute resolution, system security, system administration etc. Moreover, these integrated services may be customized based on a merchant's particular requirements to provide a specific environment for delivering these services.
Owner:VISA USA INC (US)
Interactive Guide Creation, Feedback Collection, And Management
InactiveUS20150120389A1Efficient assistanceEfficient delivery of supportMarket predictionsOffice automationTime shiftingApplication software
A computer implemented method and an interactive guide management system (IGMS) for creating and managing interactive guides (IGs) for multiple items with feedback collection and customer support are provided. The IGMS creates IGs based on media content specific to the items received from item provider devices and stores the IGs in a guide management database (GMD). The IGMS generates a client application that displays the IGs for each item and interface elements for executing interactive functions based on functional inputs on a customer device. The GMD transmits the IGs to the client application based on item information for display in a stepwise manner. The IGMS receives customer inputs, functional inputs, and feedback information provided by the customer device via multiple communication modes from the client application via a network for providing real time or time shifted support, dynamically updating and managing the IGs, and performing one or more interactive functions.
Owner:BLUEJAY MOBILE HEALTH
Multi-phoneme streamer and knowledge representation speech recognition system and method
ActiveUS7286987B2Adequate responseImprove power balanceSpeech recognitionSpeech identificationCall routing
A system and method related to a new approach to speech recognition that reacts to concepts conveyed through speech. In its fullest implementation, the system and method shifts the balance of power in speech recognition from straight sound recognition and statistical models to a more powerful and complete approach determining and addressing conveyed concepts. This is done by using a probabilistically unbiased multi-phoneme recognition process, followed by a phoneme stream analysis process that builds the list of candidate words derived from recognized phonemes, followed by a permutation analysis process that produces sequences of candidate words with high potential of being syntactically valid, and finally, by processing targeted syntactic sequences in a conceptual analysis process to generate the utterance's conceptual representation that can be used to produce an adequate response. The invention can be employed for a myriad of applications, such as improving accuracy or automatically generating punctuation for transcription and dictation, word or concept spotting in audio streams, concept spotting in electronic text, customer support, call routing and other command / response scenarios.
Owner:CHEMTRON RES
Integrated service management system for remote customer support
InactiveUS7085827B2Improve efficiencyDigital data processing detailsMultiple digital computer combinationsStorage area networkPrivate network
Techniques for creation, operation, management, and access control of network-based storage services are described. Specific embodiments provide improved efficiency of the service management tasks used for designing, operating and accounting the robust and profitable network services, for example. In representative embodiments, techniques for constructing integrated network and storage services are provided. In a specific embodiment, the service comprises of three major service components: virtual private networks (VPN), applications servers and storage area networks (SAN). Each of these service components has its own customer identification information, such as VPN identifier for VPN services, process identifier for application servers and logical unit number (LUN) for storage devices.
Owner:HITACHI LTD
Customer support flow
A customer support flow system and method is described. In one example, a method includes, receiving an inquiry from a user, forwarding the inquiry to a public user group. Forwarding the inquiry to a customer support agent, applying the inquiry to previously received comments, receiving a comment to the inquiry from at least one of the public user group, the customer support agent, and the applying of the inquiry, and displaying the received comments to the user on a single display.
Owner:SALESFORCE COM INC
Parsing of nested internet electronic mail documents
InactiveUS7103599B2Digital data processing detailsDigital computer detailsDocumentation procedureService provision
A system and method for automatically processing and responding to large volumes of customer complaints regarding Unsolicited Commercial Email (UCE) and other service disruptions. The complaints include one or more electronic mail (email) documents, each email document including a header and body portion. The process parses the header and body portions from each email document, normalizes the header and body portion by stripping unwanted characters, and extracts specific information relating to the email document from the source of the complaint. The extracted information can be input to a database that can be accessed by the Customer Support Center (CSC) of the Internet Service Provider (ISP).
Owner:VERIZON PATENT & LICENSING INC
Methods and systems for providing mobile customer support
InactiveUS20120309351A1Unauthorised/fraudulent call preventionEavesdropping prevention circuitsMobile deviceCustomer support
Methods, systems, and computer program products are provided for mobile customer support. A customer service request is received at a mobile device from a user associated with the mobile device to access a customer service feature of an application associated with the mobile device. In response to the request, a user context is determined by at least one of saving a state of the application, storing data associated with the application or accessing user activity associated with the application. A communication request comprising the user context is sent to a customer service center (“CSC”) associated with the customer service feature. Communication between the CSC and the user is enabled, wherein the CSC accesses the user context and uses the user context during the communication.
Owner:LIBERTY PEAK VENTURES LLC
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