Method and System for Providing Support Services Using Interactive Media Documents

摘要

According to one embodiment, in response to a user document received from a client, an interactive media document is fabricated based on the user document, including embedding one or more controls in the interactive media document and adding additional information in the interactive media document based on information obtained from a backend system of the client. The controls, when activated from the interactive media, transmit a request to the support center for obtaining support services. The interactive media document is sent to a user on behalf of the client. In response to the request from the user for obtaining support services concerning content of the user document, a live communications session is established between the user and a support agent associated with the support center, including routing data between the user and the support agent via the interactive media document.

主权项

1. A computer-implemented method, comprising:
receiving, at a server representing a support center, a user document from a client to be delivered to a user, wherein the user is a customer of the client and the user document contains information describing a product or service (product/service) provided by the client to the user, and wherein the support center provides support services to a plurality of products or services on behalf of a plurality of product/service providers as clients to the support center; fabricating an interactive media document based on the user document, including embedding one or more controls in the interactive media document and adding additional information in the interactive media document based on information obtained from a backend system of the client, wherein the one or more controls, when activated from the interactive media, transmit a request to the support center for obtaining support services; sending identifying information identifying the interactive media document to the user on behalf of the client over a network, without requiring the client to send the user document to the user, such that the user can access the interactive media document; receiving, at the server, a request from the user for obtaining support services concerning content of the user document, wherein the request was originated from an activation of one of the controls embedded in the interactive media document when the interactive media document is displayed at a remote device associated with the user; in response to the request, establishing a live communications session between the remote device representing the interactive media document and a support agent associated with the support center, including routing data between the user and the support agent via the interactive media document displayed at the remote device; and monitoring and storing in a media journey repository metadata describing interactive events associated with the interactive media document.