Abstract: A method for communication includes intercepting Domain Name System (DNS) messages that are sent in a communication network in preparation for setting up respective communication sessions that provide respective services associated with respective service types. DNS information that is indicative of the respective service types is extracted from the intercepted DNS messages, and the extracted DNS information is cached. A service type associated with a given communication session is identified using the cached DNS information, and a traffic policy is applied to the given communication session depending on the identified service type.

Abstract: A method and apparatus for displaying icons according to data communication service usage states are provided. The method includes collecting information on the remaining service amount for at least one service having a service usage limit; and displaying a color adjusted icon based on the remaining service amount.

Abstract: A mobile wireless communication device has an emergency mode. The mobile wireless communication device can enter the emergency mode automatically and without user interaction, responsive to an instruction to do so. Upon entering the emergency mode, information related to an emergency functionality of the emergency mode is transmitted to an emergency response computing device.

Abstract: The disclosure herein provides methods, systems, and devices for measuring similarity of and generating recommendations for unique items. A recommendation system for generating recommendations of alternative unique items comprises an items information database, a penalty computation engine, a recommendation compilation engine, and one or more computers, wherein the penalty computation engine comprises a customizations filter, a condition filter, and a dissimilarity penalty calculator.

Abstract: A method for providing technical support to a user of an electronic device includes requesting that the electronic device transmit a status message to a technical support network. The status message indicates that a component of the electronic device needs attention. The status message is automatically sent to the user to quickly resolve the technical support issue.

Abstract: An approach for predicting potential reliability or performance issues associated with a product and presenting various options to address those potential issues includes determining one or more parameters associated with a transaction related to a product. The approach also includes obtaining, in response to the transaction and based on the one or more parameters, a metric describing a predicted operational status of the product. Further, the approach includes initiating a presentation, based on the metric, of one or more potential actions associated with the transaction and related to the product.

Abstract: Embodiments of the invention are directed to a system, method, or computer program product for providing a unified representation of all customer relationships with an entity. This representation focuses on customer products in arrears that are to be recovered. The invention presents an overarching view of all customer relationships to a representative. This allows the representative to make decision and take appropriate actions immediately based on the entire relationship with the customer when a customer communication is initiated. As such, the invention correlates all of the customer's relationships with a financial institution into one unified representation for a representative to review. The unified representation takes into consideration all of the customer's relationships as well as external factors on the communications and relationships. Thus providing a holistic customer service experience for a customer with accounts in arrears.

Abstract: Some social networks provide message histories that record information about previous posts that users make to the social media network. From this information, a contact center determines trends in the usage of a social media network by a user. The contact center can mine the message history database for times, frequency of posts, location of the user during posts, and other information provided in the message histories. From this information or metadata about the messages, the contact center develops trends about the user's postings of messages on social media networks. The contact center can further receive subsequent posts and read metadata related to the subsequent posts. The new metadata can be used to modify the trends over time.

Abstract: A customer service software and related methods and systems can modify scripting in real-time based on the likelihood of customer fraud and/or profitability. The methods of the present invention analyze a plurality of different indicators of potential for risk, as well as a plurality of indicators for potential for long term profitability. Weights to these factors can be assigned and a weighted risk and profit score can be determined. Once determined, this weighted risk and profit score can be used to modify the customer service policies and scripting in real-time.

Abstract: A computer implemented method and an interactive guide management system (IGMS) for creating and managing interactive guides (IGs) for multiple items with feedback collection and customer support are provided. The IGMS creates IGs based on media content specific to the items received from item provider devices and stores the IGs in a guide management database (GMD). The IGMS generates a client application that displays the IGs for each item and interface elements for executing interactive functions based on functional inputs on a customer device. The GMD transmits the IGs to the client application based on item information for display in a stepwise manner. The IGMS receives customer inputs, functional inputs, and feedback information provided by the customer device via multiple communication modes from the client application via a network for providing real time or time shifted support, dynamically updating and managing the IGs, and performing one or more interactive functions.

Abstract: Systems, methods, and computer program products are provided for pre-processing a sales return. The system may initiate a sales return transaction prior to a customer being physically present at a merchant store. To this extent, the system is also capable of transmitting sales return information to a merchant such that the consumer's presence is not necessary in order to process a sales return transaction. Merchants and Consumers may use QR codes to both process payments for sales transactions and initiate sales return transactions.

Abstract: An approach is provided for a service provider to identify documents to include in a client's repository and for the client to print the documents from the client's repository. In an embodiment, a computing device receives authentication information identifying a first user, receives first user information identifying a second user, receives information indicating selection of a one or more particular documents, from a set of one or more documents, and sends document information that at least identifies the one or more particular documents to a repository associated with the second user. A printing device receives second user information identifying the second user, and, in response to receiving the second user information, retrieves the one or more particular documents from the repository based, at least in part, on the second user information. The printing device processes at least one document of the one or more particular documents for printing.

Abstract: Systems and methods are disclosed for providing an entertainment consumption experience based at least in part on a determined wait time for ordered items. Such may generally also take account of profiles of users awaiting the items. The systems and methods may be employed in any network-enabled system that includes consumer electronic (“CE”) devices (or restaurant-provided or -situated dedicated devices) and an appropriate management system to provide estimates of wait time.

Abstract: Embodiments of the invention provide systems and methods for managing a customer interaction with a virtual assistant. Managing a customer interaction with a virtual assistant can comprise receiving a request to initiate an interaction between the virtual assistant and the customer. A context of the request or the interaction between the virtual assistant and the customer can be identified. The context can be based on information identifying at least one of the customer or a product or service that is a subject of the interaction. Information relevant to the interaction between the virtual assistant and the customer can be retrieved based on the identified context. The retrieved information can be stored in a session memory supporting the interaction and the interaction with the customer can be conducted dynamically through the virtual assistant based on the information stored in the session memory.

Abstract: A server may receive an opt-in or an opt-out request from a customer device. The opt-in request allows a registered dealer device to view and control settings on a sensor/actuator at a customer site. The server may provide a graphical user interface to the dealer device. The graphical user interface is structured to allow the registered dealer device to view and control settings of the sensor/actuator. The server may be structured to receive changes to the settings of the sensor/actuator from the registered dealer device via the graphical user interface and to then change the settings of the sensor/actuator.

Abstract: Methods and systems are provided for responding, from a customer service management (CRM) portal, to a customer service inquiry received from an inbound social media channel. The method includes receiving the customer inquiry from the inbound social media channel; creating a case based on the inquiry; presenting the case to an agent at the CRM portal; automatically pre-configuring, by the CRM portal, a response to the inquiry based on attributes of the inbound social media channel; and transmitting the response from the CRM portal via the inbound social media channel.

Abstract: A customer preference and notification system may include a program in operative communication with an ERP system and a CRM system. Customer preferences may be stored in an expanded data store accessible by the program, the ERP system, and the CRM system. Notifications may be triggered by events associated with business processes, and may be sent via one or more channels based on the customer preferences.

Abstract: Methods and systems are provided for integrating social media channels into a customer service management (CRM) portal. The method includes receiving data for a consumer post, parsing the data into a social post object and a social persona object, creating a case from the objects, and displaying the case in the CRM portal.

Abstract: Embodiments provide a schema for representing data usage plans and data usage statistics. The data usage plan describes threshold values associated with network connections of computing devices of the user. A web service dynamically generates data usage statistics for the computing devices to represent data consumed by the computing devices under the data usage plan. The schema is updated with the data usage statistics and distributed to the computing devices for presentation to the user.

Abstract: A customer support application provides screen sharing of the user's computing device with a remote customer support agent, thereby enabling the customer support agent to view the content displayed on the user's device. The customer support agent can provide guidance to the user by transmitting support content back to the user's computing device, where the support content is displayed as an overlay on top of the user's normal user interface content. The screen sharing and support content may be supplemented with live audio and video communications between the user and the remote customer support agent, and the multiple modes of communication may be prioritized to maintain quality in the preferred communication mode.

Abstract: A first record of a first component of a service is provided from a memory to a requester of the first component of the service. The first record of the first component of the service is edited using a processor of a computer in accordance with a request from the requester of the first component of the service. A second component of the service is provided in accordance with the edited first record of the first component of the service in the memory.

Abstract: An apparatus has a server connected to a network, the server including a processor coupled to at least one data repository and software executing on the processor from a non-transitory medium, the software providing a service comprising receipt of a transaction record related to a transaction between a business and a customer, the record in the form of a digital file generated at a location of the business, processing of the transaction record, determining contextual meaning of individual portions of the record, inserting into the record an executable link on or proximate a portion processed for contextual meaning, the link to a resource associated with the contextual meaning of the portion linked, and transmitting the record with the inserted link to the customer.

Abstract: Embodiments of the invention provide systems and methods for managing interactions with a customer in a customer relationship management system. Generally speaking, embodiments of the present invention provide the ability to track customer activity resulting from service related emails or other messages by capturing interaction with the message itself (views/clicks) and the subsequent interaction the user has with the website landing pages. This captured information can then be displayed in a format that allows the agent who sent the response to see the chronological order of various responses sent and the associated activity with each response all of which can be tracked by the individual email addresses associated with the contact.

Abstract: A method includes managing a customer database for an automobile dealership, identifying a customer in the database when a vehicle of the customer enters in proximity of the automobile dealership, and providing information to the customer that is personalized to the customer.

Abstract: Provided in the present invention is a system and a method for obtaining indication information. The system comprises: a product device including a control part for obtaining product status information and generating a product status identification based on the same; an information collection part for collecting the product status identification; an information transceiving part for transmitting the product status identification to a server and receiving service information returned from the server; and the server which includes a receiving part for receiving the product status identification transmitted by the information transceiving part, an information processing part for obtaining corresponding service information according to the product status identification, and a transmitting part for returning the service information to the information transceiving part.

Abstract: Technologies are generally provided for controlling customer relationship management (CRM) data through actions in a spreadsheet application. A spreadsheet application may be configured to enable CRM data to be imported from a CRM application and to enable the CRM data to be manipulated employing native spreadsheet capabilities. A CRM application pane may be displayed within the spreadsheet application to enable data to be selected to be imported into the spreadsheet application. The CRM application pane may also display additional CRM information related to selected content displayed within the spreadsheet application. The CRM application pane may further enable collaborative functionalities such as communication with other users associated with the CRM application, taking notes and scheduling tasks, as some examples. Data changes made within the spreadsheet application may be saved and exported back to the CRM application.

Abstract: A system and method for providing customer guidance in deploying a modular computing system is provided. In some embodiments, the method comprises receiving a shipping container identifier. A computing system is used to determine, based on the shipping container identifier, that a component of the modular computing system has been received by a customer. It is determined whether the modular computing system can be deployed based on the component having been received by the customer. An indicator is provided of whether the modular computing system can be deployed. An instruction is provided for deploying the modular computing system, and a diagnostic procedure is performed on a deployed component of the modular computing system. In one such embodiment, the diagnostic procedure determines whether the instruction was correctly performed.

Abstract: A system and method for helping customers install a modular computing system is provided. In some embodiments, the method comprises determining, using a computing system, whether all components of a modular computing system have been received by a customer. Based on determining that not all the components of the modular computing system have been received by the customer, it is determined whether the modular computing system can be incrementally deployed. A customer instruction for incrementally deploying the modular computing system is provided at a display device. A communication link is established with a component of the modular computing system. Communications directed over the communication link are used to determine whether a customer correctly performed the provided customer instruction. In one such embodiment, the determining of whether the modular computing system can be incrementally deployed includes determining whether a minimum resource requirement is met.

Abstract: An event recording is received. The event is associated with an event entity and occurs over an event duration at an event location. A tag is received responsive to user interaction with a communication device. The tag is associated with at least one of the particular entity associated with the event entity, a particular time period associated with the event duration, and a particular location associated with the event location. Additional information associated with the event recording is received, and the tag is matched with at least a portion of the event recording based on at least one of the particular entity, the particular time period, and the particular location associated with the received tag. The portion of the event recording matching the received tag is presented for review along with the received additional information associated with the event recording.

Abstract: A personalized messaging system includes a personalized messaging application that is executed by a computing system to communicate with a computing device of a user to generate a personalized recipient message that may be transmitted to a customer. The application receives one or more instances of user-supplied content from the user computing device in which user-supplied content is associated with a product or service purchased by a customer in advance of delivery of the product or consumption of the service. From this information, the application generates a personalized recipient message using the user-supplied content, and transmits the personalized recipient message to the recipient.

Abstract: A method and a system for providing, on one side, businesses customer communities they can manage and offer services to. An aspect of the invention is the concept of shared communities between two or more businesses (customers belonging to two or more businesses at the same time). This shared community signals a potential relationship between the businesses sharing it. The current invention captures and defines such a relationship. On the other side, it allows customers to opt for and join businesses that are relevant to them. The system includes a number of components to help businesses keep their communities active and interested such an event manager, a reward manager, a campaign manager, an aftersale manager, an address book, a social engine etc. It provides also components to the businesses that help them understand their communities such as the analytics manager. The system's structure allows the creation of embedded advanced sensor network.

Abstract: Techniques for allowing a user to use one or more services associated with one or more items in the user's collection of items. The techniques include accessing a digital profile of a first item; identifying, using at least one processor, at least a first service to associate with the first item based on information about the first item; and providing a user with access to at least the first service.

Abstract: Proximity-based interactions with wallboards and mobile devices create an interactive and effective communication model, efficiently utilizing space and opportunities for communication between a contact center and its agents and supervisors. The system provides a dynamic, proximity-based location service including displays for agents and real-time message capabilities for supervisors.

Abstract: A system and method for generating a return label for merchandise being returned from a buyer or consumer in a first country to a merchant in a second country. A name and address of a consumer in the first country desiring to return merchandise and merchant or seller information including a merchant identifier is received. An address for receiving returns for the merchant or seller in the second country is accessed based on the merchant information. One or more machine readable identifiers for use by a first country carrier and for use by a second country carrier based at least on the consumer information, and information for routing the return merchandise are generated. A return label for merchandise being returned from the consumer to the merchant is generated. The return label can include the machine readable identifiers and a customs declaration for the merchandise.

Abstract: A method for providing a period of trial use of a touch screen electronic device to a user and providing sales support services to the user, in which the device sends screen display information to a server so that it can present the display information to a human or software with artificial intelligence, for helping the customer to learn how to use the device, through cursor activities on the touch screen of electronic device.

Abstract: A technique for providing information about financial transactions is described. This information technique allows a user, who has conducted financial transactions with one or more other parties, to access information about these financial transactions that is maintained by a provider of financial software, which is used by the one or more other parties to manage the information about the financial transactions. In particular, in this technique, in response to an access request from the user, a portal (such as a web page), which includes the information about the financial transactions between the user and the one or more other parties, is provided by the provider of the financial software to the user.

Abstract: Methods and a system to provide telecommunications management services are provided. A method includes receiving a service request for change management or servicing a telecommunications equipment item, classifying the request to determine a policy associated with the request, determining customized workflows for executing the policy and servicing the request, identifying transactions required to service the request, and monitoring execution of the transactions until completion.

Abstract: Embodiments of the invention are directed to systems, methods and computer program products for providing alert packages. An exemplary apparatus is configured to: provide a user with an option to enroll into an alert packaging service; receive the users acceptance of enrollment in the alert packaging service, wherein enrollment in the alert packaging service comprises the user agreeing to receive one or more alert packages; receive user information associated with the user's account; and bundle one or more alerts into an alert package based at least partially on the received user information.

Abstract: Systems and methods are disclosed for providing sales or customer support using a telephone having a camera to capture at least a partial image of a product or service; wherein the at least partial image is used to select a database updated by one or more knowledgeable persons on the product or service.

Abstract: A method and a system to facilitate differentiated levels of service in a network-based marketplace are described. The system may include a transaction monitor to monitor activity of a user with respect to a network-based marketplace; a status generator to generate a status within the network-based marketplace, for the user based at least partially on the monitored activity; and a user service module to provide service within the network-based marketplace to the user in accordance with the determined status of the user. Users may achieve a preferred user status within the network-based marketplace. A preferred user may receive preview listings of items that are not available to users who did not achieve a preferred user status. A preferred user may also receive personalized customer service within the network-based marketplace.

Abstract: A system may include a contact center services system configured to connect a Web Real-Time Communication (WebRTC) call to a first contact center agent and a server device configured to provide a first interface to the first contact center agent; receive a transfer request from the first contact center agent via the first interface; and send an instruction, to the contact center services system, to transfer the WebRTC call to a second contact center agent, in response to receiving the transfer request. The contact center services system may connect the WebRTC call with the second contact center agent based on the received instruction and may provide, to the server device, an indication that the connection with the second contact center agent has been made. The server device may provide a second agent interface to the second contact center agent, in response to receiving the indication.

Abstract: A diagnostic handling server is capable of supporting users without operator support, in which the proper handling of a problem, which users know through experience, can be reflected in the support. Preliminarily, data (e.g., dissatisfying item data) on the item with which a user feels dissatisfied and diagnostic data on the diagnoses of the electric appliances are collected from the electric appliances to be supported. The feature points of the respective electric appliances with which the user feels dissatisfied are then extracted from the collected diagnostic data. When the user feels dissatisfied with a specific electric appliance, the diagnostic data of the electric appliance is transmitted together with a search request for the proper handling, the transmitted diagnostic data is compared with the preliminarily extracted feature point, and information on the cause and the proper handling is provided to the user.

Abstract: Aspects of the present disclosure describe systems and methods for generating and presenting providing one or more questions and/or prompts to a customers that enable the customer to identify, diagnose, and/or resolve any technical problems the customer may currently be facing. Administrators may provide input to an interface, such as a graphical user interface (“GUI”), to automatically develop, arrange, group, and/or generate the series of questions/prompts provided to the customer. Other interfaces may be generated to receive input corresponding to the questions from other users and react to the input received from such users with appropriate responses or further questions.

Abstract: Establishing a telephone call includes enabling display of a visual indicator of a call destination entity and detecting selection by a user of the visual indicator. The availability of the user to receive a first telephone call is determined. Voice communications between the call destination entity and the user are established in response to detection of the selection by the user of the visual indicator and conditioned on the user being determined to be available to receive the first telephone call. Establishing voice communications includes enabling placement of the first telephone call to the user to establish a first PSTN link with the user and enabling a voice communications link to be setup with the call destination entity.

Abstract: A service provider of an electric bulletin board and electric album places a server at a data center and a service user searches a website, connecting a terminal to the Internet. A remark of the service user is carried in the electric bulletin board. The service user stores an image onto a memory of an electric album service. A demand for a browse of an image provide for the electric album service can be made through a display screen of the electric bulletin board. When an image is permitted to be browsed by a third party, a browse in the bulletin board is permitted, but when an image is not permitted to be browsed by a third party, the browse in the bulletin board is banned.

Abstract: System and method for user engagement are provided. The methods may include receiving at one or more computing devices information about a user obtained at a point of interaction; generating using the one or more computing devices, based at least in part on the information, an individualized curriculum of engagement for the user; and delivering using the one or more computing devices the individualized curriculum of engagement to the user. The system may include an input computing device receiving information about a user at a point of interaction and sending the information to one or more servers; the one or more servers generating, based at least in part on the information, an individualized curriculum of engagement for the user and sending the individualized curriculum of engagement to a user computing device; and the user computing device receiving the individualized curriculum of engagement from the one or more servers.

Abstract: More specifically, the invention describes a public standalone information access tool, such as bidirectional video terminal/kiosk for receiving a variety of services and for information exchange. The kiosk is connected to a plurality of remotely located representatives/operators specializing in different services. The customer receives help and share documents with at least one operator. The kiosk provides people from small remote villages an opportunity to receive all services available in a large city.

Abstract: The present invention relates to social customer service and support systems integrated with social media and social networks. More particularly, the invention provides a social customer care platform system to allow customer care functions, and in particular to allow customer service agents to identify, prioritize, match and triage customer support requests that may arise through a social network and may be serviced using a social network. It manages and tracks a high-volume of customer interactions and provides for monitoring of Internet social network posts relevant to a business's products or services along with the ability to capture, monitor, filter, make sense of and respond to, in near real-time, tens of thousands of social interactions.

Abstract: A number of techniques are disclosed for making it more convenient and efficient for customers to conduct various rental vehicle transactions. As an example, a technique for performing an automated pickup of a rental vehicle using a mobile device is disclosed. As another example, a technique for performing an automated return administration of a rental vehicle using a mobile device is disclosed. As another example, a technique for permitting customer to select a particular rental vehicle for a rental vehicle transaction using a mobile device is disclosed. Also disclosed is a technique for permitting a customer to keylessly start a rental vehicle using a machine-sensible item such as his/her mobile device without requiring the customer to possess a smart key.

Abstract: One aspect provides a computer system for processing data on returned products, by receiving returns data on purchased products returned for a refund; and determining predicted return data for a product sold in the future based on the returns data for the product purchased in the past. Another aspect provides a computer system for receiving customer selection data for a product that the customer proposes to one of purchase and refund, the customer selection data including data identifying the customer and the product; accessing returns data using at least one of the data identifying the customer and the data identifying the product, the returns data indicating at least one of a customer's propensity to return products and a propensity of the product to be returned; and generating a customer interface dependent upon on the returns data for one of the proposed purchase and the proposed refund.