Patents by Inventor Nathan E. Keeney

Nathan E. Keeney has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • Method for providing support with associates anywhere and notifications
    Patent number: 9245287
    Abstract: 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.
    Type: Grant
    Filed: July 18, 2012
    Date of Patent: January 26, 2016
    Assignee: TeleTech Holdings, Inc.
    Inventors: Jerry Gechter, James P. Kelly, Nathan E. Keeney, Bruce A. Sharpe
  • METHOD FOR PROVIDING SUPPORT WITH ASSOCIATES ANYWHERE AND NOTIFICATIONS
    Publication number: 20140022328
    Abstract: 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.
    Type: Application
    Filed: July 18, 2012
    Publication date: January 23, 2014
    Applicant: TeleTech Holdings Inc.
    Inventors: Jerry Gechter, James P. Kelly, Nathan E. Keeney, Bruce A. Sharpe