Methods for providing cross-vendor support services

摘要

An analysis is performed on first and second product information to determine a relationship between a first product and a second product. In response to a first notification from a first backend system, a first message is transmitted to a mobile device of the user indicating that the change of a first activity is needed. It is determined whether a modification of a second activity is needed based on the relationship information of the first product and the second product and in response to determining that the modification of the second activity is needed, a second message is transmitted to the mobile device, indicating a possible modification of the second activity and offering a list of one or more options to modify the second activity. A live communications session is established between the user and a support agent of the server to discuss the possible modification of the second activity.

主权项

1. A computer-implemented method performed by a server, the method comprising:
registering, by a registration module executed by a processor of a server, a first product and a second product associated with a user with the server, including storing first product information and second product information in an asset store of a user account of the user stored in a storage device associated with the server, wherein the first product is provided by a first vendor and the second product is provide by a second vendor; performing, by an analysis module executed by the processor, an analysis on the first product information and the second product information to determine a relationship between the first product and the second product, wherein the first product is associated with a first activity and the second product is associated with a second activity; receiving a first notification from a first backend system of the first vendor over a network, the first notification indicating an event associated with the first activity occurred that requires a change of the first activity; transmitting a first message on behalf of the first vendor to a mobile device of the user indicating that the change of the first activity is needed; determining, by a proactive service module executed by the processor, whether a modification of the second activity is needed based on the relationship information of the first product and the second product; in response to determining that the modification of the second activity is needed, transmitting by the proactive service module a second message on behalf of the second vendor to the mobile device, indicating a possible modification of the second activity and offering a list of one or more options to modify the second activity; in response to a request from the mobile device to contact a support agent associated with the server, establishing, by a multi-channel communication system, a live communications session between the user and a support agent of the server to discuss the possible modification of the second activity; in response to determining that the user would like the server to reschedule the second activity during the live communications session, communicating with a second backend system of the second vendor to reschedule the second activity on behalf of the user, without having the user to directly contacting the second vendor; and transmitting a third message having information of rescheduled second activity to the mobile device to be presented to the user.