| 主权项 |
1. A computer-implemented method, comprising:
providing, by a self-service system of a server running at server hardware, self-support knowledgebase (KB) information to allow a plurality of users to navigate the self-support KB information, the self-support KB information including descriptions and illustration for demonstrating usage or solving problems of a plurality of products or service provided by a plurality of goods and service (goods/service) providers, wherein the server represents a service center operated by an enterprise entity that is independent from the plurality of goods/service providers and users, and wherein the service center is to provide over a network product/service support services on behalf of the plurality of goods/service providers to the plurality of users owning products/services provided by the plurality of goods/service providers; tracking, via the self-service system, user interaction of a first of the plurality of users with the self-support KB information while the first user navigates through the self-support KB information, wherein the first user logs into the server via a mobile application running within a first mobile device of the first user, wherein the first user navigates the self-support KB information via a browser or native mobile application of the first mobile device, wherein the first user has previously registered with the server a first product purchased from a first of the plurality of goods/service providers, and wherein the first goods/service provider is one of a plurality of clients of the service center and the service center handles support requests from the first user on behalf of the first goods/service provider without having the first user to directly contact the first goods/service provider; receiving a request from the first mobile device of the first user to request a live support service from one of a plurality of support agents associated with the service center, the plurality of support agents engaging live or near-live communications with the plurality of users to explain usage or to solve a problem of a plurality of products or services provided by the plurality of goods/service providers, wherein each of the support agents is equipped with a mobile device having a mobile application running therein to communicate with the server over a network; in response to the request, identifying a set of skills required to handle the first product currently navigated by the first user via the first mobile device, wherein the skill set is identified based on the tracking of user interaction of the first user on the self-support KB information; selecting, by an agent manager running within the server, a first of the plurality of support agents having a skill set satisfying the identified skill set, wherein the first support agent has logged into the server from a mobile application running within a second mobile device of the first support agent and has indicated that the first support agent is ready to accept a live support service request, including information indicating a device capable of a live video chat session; transmitting communication to the second mobile device to prompt the first support agent whether the first support agent is willing to accept the communication from the first user; receiving a response from the second mobile device that the first support agent is willing to accept the communication; and establishing, via a multi-channel communications and routing system, a video chat communications session between the first mobile device and the second mobile device to allow the first user and the first support agent to engage live communications discussing the first product, such that the first support agent can reach out to the first user regardless of physical geographical location of the first support agent. |
