发明名称 |
METHOD FOR PROVIDING SUPPORT WITH ASSOCIATES ANYWHERE AND NOTIFICATIONS |
摘要 |
According to one embodiment, a self-service system is to provide self-support knowledgebase (KB) information to allow users to navigate the self-support KB. A monitor is to track user interaction with the self-support KB while a user navigates through the self-support KB. A support service system is to receive a request from the first mobile device of the first user to request a live support service and in response to the request, the support service system is to identify a set of skills required to handle the first product currently navigated by the user. An agent manager to select a support agent having a skill set satisfying the identified skill set. A communications and routing system coupled to the support service system to establish session video chat communications session between the mobile devices of the user and the selected agent. |
申请公布号 |
US2014022328(A1) |
申请公布日期 |
2014.01.23 |
申请号 |
US201213552180 |
申请日期 |
2012.07.18 |
申请人 |
GECHTER JERRY;KELLY JAMES P.;KEENEY NATHAN E.;SHARPE BRUCE A.;TELETECH HOLDINGS INC. |
发明人 |
GECHTER JERRY;KELLY JAMES P.;KEENEY NATHAN E.;SHARPE BRUCE A. |
分类号 |
H04N7/14;H04W4/00 |
主分类号 |
H04N7/14 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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