Abstract: Systems and methods for providing a photovoltaic market exchange that permits registered users to create a request for quote (RFQ) for photovoltaic plant services, receive current RFQs, or submit a bid on an RFQ are disclosed. In one embodiment, the market exchange provides a contract management system. In one embodiment, the market exchange is integrated with a plant asset management platform that is configured to evaluate various aspects of a photovoltaic plant ecosystem.

Abstract: A server for registration of products may include a processor and computer storage. The processor may be configured to receive, via a network, a communication from a product application executed on a computing device, the communication including a product identification (ID) associated with a product and an indication of registration of the product by a user of the product application. The processor may further be configured to register the product at least by storing, in the computer storage, the product ID and a relationship between the product and an identification of the user of the product application. The processor may further be configured to send a subsequent communication to the product application on the computing device based on the registration of the product.

Abstract: Various disclosed help center features provide help to a user without a staffed help center, provide help to a user before the user recognizes the need, or create targeted commerce opportunities for a provider of goods or services. One help center feature provides a user with help that is specifically related to a component in the user's computer system and that is supplied to the help center feature by the component manufacturer. Another help center feature detects a condition that degrades performance, and hence user satisfaction, and alerts the user. Another help center feature detects an attempt by a computer system to inform the user of degraded performance and offers the user a solution. Another help center feature provides a user with a commerce opportunity specifically related to a component in the user's computer system and/or to the user's geographic location.

Abstract: An approach is provided for online trouble ticket servicing. Communication is initiated with a user for creation of a trouble ticket by an online trouble ticket service. A determination is made whether the user is associated with an online account of the trouble ticket service. Based on the determination, a graphical user interface is presented and includes a feedback area to specify information indicating a reason for non-usage of the online account for the trouble ticket service.

Abstract: Various disclosed help center features provide help to a user without a staffed help center, provide help to a user before the user recognizes the need, or create targeted commerce opportunities for a provider of goods or services. One help center feature provides a user with help that is specifically related to a component in the user's computer system and that is supplied to the help center feature by the component manufacturer. Another help center feature detects a condition that degrades performance, and hence user satisfaction, and alerts the user. Another help center feature detects an attempt by a computer system to inform the user of degraded performance and offers the user a solution. Another help center feature provides a user with a commerce opportunity specifically related to a component in the user's computer system and/or to the user's geographic location.

Abstract: Embodiments of the present invention relate to an electronic transaction and more particularly to a method for generating and storing a record of a financial transaction in an electronic format. In one embodiment, a purchaser selects data relating to the purchaser to be included in the financial transaction record. The purchaser data that is selected is retrieved, along with any additional information to be included in the financial transaction record relating to the transaction. An electronic record of the financial transaction is generated based on the retrieved data. The electronic record of the financial transaction is stored in a database.

Abstract: This document proposes a system and method whereby users within a social network infrastructure can engage in monetary transactions with other users through the use of a collective investment trust. The system relies on a two-level prerequisite basis, the successful fulfillment of which deems a user of a social network a serviceable end-user. The invention links the end-users' social network(s) to an electronic transaction service. The successful conjoining of which allows said end-user to create or participate in a collective investment trust. Furthermore, a collective investment trust is not exclusively constrained to a single social network; it can be available to one or all serviceable social network(s) at the end-user's behest.

Abstract: A computer-implemented method is performed during a single communication session between a customer service representative (CSR) of a merchant, and the merchant's customer. The conversation between the CSR and the customer is analyzed to determine an issue. Previously collected information about the customer is accessed, from a database that stores information about customers of the merchant. A tip is determined and sent to be displayed to the CSR. The tip is determined based on the mood and the accessed previously collected information. Other embodiments are also described and claimed.

Abstract: A method for processing customer service query requested by a customer is provided. The customer service query relates to at least one of one or more products and services. The method enables receiving the customer service query. The customer service query is received through an Integrated Voice Response system. The method further enables directing the customer to access a web-based software platform for submitting the query to at least one of an electronic knowledge repository and a social networking software platform. Furthermore, the method enables providing query response to the customer via at least one of the electronic knowledge repository and the social networking platform. The method further enables automatically routing the query to one or more contact center agents and providing query response via a contact center agent, if the query remains unaddressed via the electronic knowledge repository and the social networking software platform.

Abstract: A method is implemented by one or more server devices associated with a network. The method includes receiving information relating to a customer service request, where the information includes data to identify a category of the customer service request. The method also includes receiving a request to speak with a customer service agent, and placing a service call request in a calling queue associated with the category of the customer service request. The method further includes monitoring availability of customer service agents associated with the calling queue, and sending a call initiation message to the access terminal when a customer service agent associated with the calling queue is available. Based on the call initiation message, the access terminal may automatically initiate a voice session with an available customer service agent.

Abstract: The disclosed embodiments relate to a method for improving customer service efficiency. The method preferably comprises receiving information from a customer, identifying an issue based on the information received from the customer, and determining, by a computing device, whether a solution resolving the identified issue exists in a knowledge database that associates customer issues with known solutions, wherein the knowledge database includes information based on historical data, expert knowledge, one or more diagnostic techniques, and one or more language models. The disclosed embodiment also relates to a system and computer-readable code that can be used to implement the exemplary methods.

Abstract: A product source site, a VAR site and a customer site are connected to a communications network. A mobile communications device is sold by a VAR to the customer, and the VAR notifies the customer of a product origination code (POC) that is unique to the product source and to each VAR that sells products to the customer. The customer uses the POC to activate a software client that can be used to both control a product unit and to register the product unit with the remote product monitoring and management service. The remote product monitoring and management service can be configured to create a data base record that corresponds to the POC that can be used to store product operational information that is gather from the customers product by the remote product monitoring and management service.

Abstract: A service center identifies a first and a second users supported by the service center for products registered with the service center, where the service center is configured to provide support services to the users concerning the products on behalf of vendors that provide the products, wherein the first user and the second user have at least one common product registered with the service center. The service center determines whether the first user and the second user are members of a social community that is communicatively coupled to the service center via a first an application programming interface (API), where the social community is hosted by a third party over a network. A message is transmitted to a first mobile device associated with the first user to enable the first user to connect with the second user via the social community without requiring the first user directly accessing the social community.

Abstract: A home appliance includes a main body including a driving unit that receives power for operation and a control unit to control the driving unit, a memory to store operational information of the home appliance during operation of the home appliance, and a service button, which when activated, causes the control unit to send a request for customer service to a customer service center, where the request includes the operational information of the home appliance.

Abstract: A service center receives a request for posting a message from a mobile device over a network, the request identifying a first discussion forum and a second discussion forum, the message pertaining to a product previously registered with the service center by a user. The message is transmitted to a first server hosting the first discussion forum over the network, together with first credentials retrieved from a database associated with the service center. The first credentials are to allow the first discussion forum to authenticate the user in order to post the message on the first discussion forum. The message is also transmitted to a second server hosting the second discussion forum over the network, together with second credentials retrieved from the database. The second credentials are to allow the second discussion forum to authenticate the user in order to post the message on the second discussion forum.

Abstract: A system and computer implemented method for providing technical support through a remote session. The method begins by receiving, at a customer support servicer, a customer support request. Next, a customer support server routes the customer support request to an available analyst based on one or more conditions. The method proceeds to commence a remote session between a user's computing device and the available analyst's computing device. The issue/query is identified next, followed by generation of an action plan to solve the issue. Following this, the analyst transfers the remote session and the action plan to a technician. Finally, the technician implements the action plan on the remote session to solve the user query.

Abstract: Systems and methods of resolving identified issues are provided. In at least some examples, the systems and methods may include receiving an identified issue, such as at an issue resolution system, and receiving one or more parameters associated with the identified issue. In some examples, the parameters may be hierarchical. The systems and methods may further include automatically generating a receipt associated with the issue and including a due date for resolution of the issue. The systems and methods may further include automatically routing the identified issue to a resolution group for resolution. In at least some examples, the systems and methods may include dynamically modifying aspects of the issue resolution system. For instance, the systems and methods described herein may include authenticating a user of a dynamic modification system and, upon authenticating the user, receiving one or more modifications to one or more aspects of the system.

Abstract: An Internet Based Achievement Management Process & Method of use thereof which generally comprises computer software, including internet web page based code, and methods of applications that allows a user to mange, track, and record events and or achievements which pertain to professional, educational, and or personal goals as well as the ability to measure or compare the events and or achievements against their peers by means of an impartial third party review and assessment process.

Abstract: A sales notification system and related methods. Implementations include receiving a selection of a target industry identifier and a selection of a product identifier, where each product identifier is associated with a particular product and product category. The method includes generating a list of client accounts associated with the target industry identifier and product identifier where each client account is associated with a particular account segment, generating a list of potential sales representatives by retrieving all sales representatives associated with each client account, and generating a list of eligible sales representatives for each client account where each eligible sales representative is the potential sales representative who is permitted to sell the product associated with the product indicators within the product category and within the account segment associated with each client account.

Abstract: A system and method for disputing individual items that are the subject of a transaction includes storing, in a database, a record of a transaction in which a plurality of goods or services were sold to an individual that owns a transaction card through which access to monetary funds may be obtained, so that the transaction is identified by a transaction identifier. Also, information identifying each good or service that is a subject of the transaction is associated with said transaction identifier. A cost associated with one of the goods or services associated with the transaction identifier is disputed, without subjecting costs of all goods or services that are associated with said transaction identifier to dispute.

Abstract: A system and method for providing incentives to consumers to share their consumer information with third parties is provided. According to one aspect of the present invention, a method is provided which includes the steps of: accepting consumer information; storing the consumer information; requesting permission from the consumer to share their consumer information with a third party; and offering the consumer a selected incentive in exchange for their permission to share their consumer information.

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for preserving context across multiple customer service venues. A system configured to practice the method identifies a user profile of a user requesting customer service, generates a context based on the user profile, the request, and other relevant data. The system communicates with the user at a first customer service venue based on the context, and receives an indication of movement of the user from the first customer service venue to a second customer service venue. The system transfers the context to the second customer service venue, and communicates with the user at the second customer service venue based on the context. A customer service venue can be a knowledge base, a troubleshooting guide, a social network, an online virtual world, a text-based chat, a voice conversation, a video chat, a spoken dialog system, and an onsite visit.

Abstract: A customer communication system having a scripting system coupled to a customer interface and at least one business system. The scripting system has at least one processor and at least one memory. The processor is configured to communicate with the customer interface and communicate with the at least one business system in real-time using a data format containing a unique identifier and a token value associated with a data value. The processor is also configured to provide a scripted conversation that is delivered to a customer, where the scripted conversation is predetermined based on one of information contained in a customer account, information provided by the customer and analytics and changes in real-time based on psychological factors of the customer that are detected during the customer communication.

Abstract: An embodiment of a method for providing technical support service includes generating a plurality of problem resolutions that are determined to resolve an identified technical problem; attributing weights to each of said plurality of problem resolutions according to frequency of use; and in response to a request to resolve said identified problem, selecting a problem resolution from among said plurality of problem resolutions based at least in part on said attributed weights.

Abstract: The image forming apparatus decodes a two dimensional code within an image and obtains a password; stores the image in a storage unit if the password thus obtained matches a password entered through an operating section; and when an instruction is given by a user to display the image stored in the storage unit on a display unit of the image forming apparatus, displays the image on the display unit of the image forming apparatus without requesting an entry of the obtained password, and when an instruction is given by a user to display the image stored in the storage unit on a display unit of an external device, other than the display unit of the image forming apparatus, requests re-entry of the password for displaying the image on the display unit of the external device.

Abstract: A system for providing product data collection, monitoring, and tracking contains a memory and a processor configured by the memory to perform the steps of: receiving product information and a scannable code; creating and assigning a unique product identifier to the received product information and associated scannable code; receiving customer registration information; creating and assigning a unique customer identifier to the received customer information; associating the unique product identifier with the unique customer identifier; and after receiving the scannable code from a remote device, providing the remote device with access to the received product information.

Abstract: A technique is taught that improves how an organization engages with customers. In an embodiment, keywords are discovered to optimize for, and to integrate with, advertising systems to advertise a company website. A set of advertisements is created that improve the click-through rate from users. A optimized landing page experience is created to provide a best user experience to drive issue resolution and sales.

Abstract: According to one embodiment, a request is received at a support center a request from a user for registering a product, where the request includes a machine-readable code that uniquely represents the product. In response to the request, the product is identified and product information is compiled based on the machine-readable code without requiring the user to specifically provide the product information. The product information of the identified product is stored in a user asset store associated with the user, where the product information stored in the user asset store is utilized subsequently for supporting identified product.

Abstract: According to one aspect of the invention, it is determined, at a support center, a relationship between a first product provided by a first vendor and a second product provided by a second vendor. The first and second products have been purchased by a user via a purchasing facility associated with a client of the support center. In response to a first event received from the client or the first vendor indicating a change of the first product, a first message is transmitted to the user on behalf of the client notifying the user the change of the first product. A second message is automatically transmitted to the user offering a support service of a possible change of the second product in view of the relationship between the first and second products, without requiring the user to initiate a request for the support service.

Abstract: According to one aspect, a request is received at a services application programming interface (API) of a support center from a user for support services of a product. A first list of one or more communication channels that are available for the user to contact an agent of the support center is generated based on a second list of one or more communication channels preferred by the user and a third list of one or more communication channels preferred by a vendor associated with the product. The first list of one or more communication channels is transmitted via the service API to the user. In response to a selection of a communication channel from the first list, a communication session is established between the user and the agent via the selected communication channel for providing support services of the product on behalf of the vendor.

Abstract: According to one aspect, a request is received at a support services application programming interface (API) of a support center that provides support services to a plurality of products of a plurality of vendors, where the request is received from a user for support services of a product. In response to the request, a case identifier (ID) is instantly generated that uniquely identifies a current instant support services session associated with the user for supporting the product. A touch plan is dynamically created representing an instance of the support services session, where the touch plan is identified and tracked by the case ID. A communication session is established between an agent and the user to allow the agent to provide support services to the user based on the touch plan.

Abstract: The present invention generally relates to online social networking. Specifically, this invention relates to a system and method for providing a content evaluation and social networking platform that allows users to interact through the use of various roles, develop reputations through a personal and peer based rating system and exchange goods and services through use of an online currency that may be traded and exchanged in various real world currencies.

Abstract: Various embodiments described herein include one or more of systems, software, and methods to receive and automatically route forum postings to individuals tasked with responding to the postings. Some such embodiments extract keywords from the text of such postings and use the extracted keywords and keyword-responder mappings to identify a responder capable of responding to the posting. Some embodiments include generating or updating keyword-responder mappings by identifying keywords included in posting responses made by each responder.

Abstract: Systems and methods are disclosed which allow for changes to be made to an existing order using an automated system. A user may interact with an automated agent using any communication modality that generally emulates an interaction with a human customer service representative. Should the interaction exceed a predefined level of complexity, or meet other criteria, the user may be routed to a human customer service representative.

Abstract: Embodiments of the invention provide systems, methods, and computer program products for providing improved customer service by presenting a customer with an invitation to chat with a customer service associate that is skilled in a subject matter of interest to the customer and is currently available to chat with the customer. For example, in one embodiment, a system is provided having a communication interface configured to receive a search query from a consumer, such as an Internet search query entered into a search field of a web page. The system further comprises a processor operatively coupled to the communication interface and configured to compare information about the search query to one or more rules stored in a memory to determine whether a customer service associate skilled in an area related to the subject matter of the search query is currently available to chat with the consumer over, for example, the Internet.

Abstract: Systems and methods are presented for generating consumable orders for document processing devices and for verifying approved source consumable usage in document processing devices, in which a customer computer receives electronic reports from the devices and from these ascertains whether particular devices will need replacement consumables and also whether non-program consumable products are being used in particular devices. If a replacement will be required, the customer computer presents a proposed order to the customer via prompting content customizable by a reseller. The customer can then accept, modify, or reject the proposed order, and any accepted or modified order is forwarded to an account manager system for automatic placement for consumable shipment from a manufacturer or distributor.

Abstract: Embodiments of the present invention include a method, system, computer program product, or a combination of the foregoing for creating a knowledge management system with an incident communication interface for production support incidents that is standardized and centralized across the channels and sub-channels in an organization. The incident communication interface system is used to track, identify, and resolve the incidents that occur throughout the organization. The incident communication interface allows business associates to initiate an incident ticket associated with an incident. The incident communication interface also communicates information related to an incident to business associates. The incident communication interface provides the business associates knowledge management system access. The incident communication interface receives user input including details related to resolving the incident and the incident details are stored in the incident report database.

Abstract: An embodiment of the current invention is directed to determining that a wireless-service subscriber using a given mobile computing device is likely to transition to another provider (“to churn”). A list of mobile computing devices that have communicated with the given mobile computing device is determined. A relationship-strength value for each mobile computing device in the list is determined. A risk value of the given mobile computing device is determined based on the relationship-strength values of each of the mobile computing devices in the list that have churned. If the risk value is not greater than a risk value threshold, the given mobile computing device is not likely to churn. If the risk value is greater than the risk value threshold, the given mobile computing device is likely to churn.

Abstract: A system and method for providing an After-Sale service (AS) to an electronic device via a mobile device are provided. The method includes receiving, by a mobile device, state information from the electronic device, transmitting, by the mobile device, the state information regarding the electronic device to a cloud server, determining, by the cloud server, whether the electronic device is experiencing a fault, via the received state information, determining, by the cloud server, whether the cloud server has fault fixing firmware for fixing the fault, transmitting, when the cloud server has the fault fixing firmware, the fault fixing firmware to the mobile device, transmitting, by the mobile device, the fault fixing firmware to the electronic device, and installing the fault fixing firmware in the electronic device.

Abstract: An electronic registration system facilitates authorized product returns. A retailer sales associate is prompted to enter individual product identification information such as an individual serial number. This individual product identification information is stored in a database, along with the date on which the product was sold and an appropriate UPC code, SKU number, or manufacturer code. A check digit algorithm may be used to verify the serial number prior to storage. A sales receipt may be imprinted with at least the date of the transaction and the serial number. When a product is returned, the retailer may cross-reference the serial number on the product with that on the receipt to verify the sales receipt. Otherwise, the database may be searched for sales information. A customer may also access a return authorization engine via the Internet to obtain return approval, an authorization number, return instructions, etc.

Abstract: Various methods and systems are provided to manage on-line transactions by categorizing users who request refunds of purchases (e.g., digital goods) and requiring certain conditions to be met before a refund is issued or processed. The conditions change for different categories of users. In one embodiment, a refund process is made progressively harder or burdensome as users are categorized in worsening refund abuse categories.

Abstract: A system for storing information about searches and inquiries by a customer is provided. The system includes a customer service server that receives information from two or more sources, such as from a retail location sales agent, a website, a call center agent, etc. The information is associated and correlated to interrelate inquiries from the different sources. Further, when the user enters a retail location, a node or server at the retail location can push test application to a user's mobile device based on the past inquiries. These test applications are provided only when the customer is present in the retail location. As such, hacking the application is prevented. Further, with the customer using the application in the retail location, a sales agent is present to assist the customer.

Abstract: A server detects a product asset management request relating to custom product business model data of a third party during execution of a product asset management engine, wherein the request is associated with at least one extension point. The third party is a third party to a developer of the product asset management engine. The server obtains the custom product business model data by executing a call for an extension relating to the at least one extension point and provides the custom product business model data to a client to service the product asset management request to allow the third party to manage product assets as specified by the third party.

Abstract: A system and method for tracking a vehicle includes a mobile tracking device that receives GPS data. The mobile tracking device transmits the location data to a tracking system whenever it detects certain events based on the data, such as the vehicle making a stop, resuming motion, changing direction, or exceeding a speed limit. The tracking system can associate received data on vehicle location with service calls and automatically generate an accurate bill reflecting the distance traveled to the service call and the duration of the stop.

Abstract: When a customer operates a terminal to send a request for a provision of a manual page to the center via the Internet, the center determines whether the customer who is accessing is a registered customer (user of a copier) based on the stored customer information. In a case where the customer who is accessing the center is a registered customer, the center automatically selects electronic manual file(s) for the copier being used by the customer concerned. And the center generates a manual page representing the content of the selected manual file so that the content of the manual file is noticeable rather than the other information. The center transmits the manual page to the terminal concerned.

Abstract: Methods, computer readable media, and apparatuses for processing refund requests are presented. According to one or more aspects, a first user interface may be displayed via which a user may select a fee category and a date range corresponding to a customer request for a fee refund. In response to receiving first user input, a second user interface may be displayed via which one or more fees may be selected for refunding to the customer and via which one or more reasons for the refund may be specified. In response to receiving second user input, a refund decision specifying whether the selected fees are to be refunded to the customer may be displayed.

Abstract: The method and system of the present invention include recording a first transition by an agent interface between a first session and a second session of a plurality of sessions in a communication utility. The first transition is recorded in a transition record. Responsive to receipt of a request to initiate a third session by the communication utility, a transition frequency is determined using the transition record. Whether to accept the request to initiate the third session is determined using the transition frequency, and the request to initiate the third session is accepted.

Abstract: Not-started CRM dialogs are described to facilitate dialog management in a cooperative manner between a CRM system and a client. A workflow defining a set of actions to complete for a business process can trigger a dialog in a “not-started” state and assign the dialog to a particular user. Pending completion of the dialog, the workflow can be paused or continue in the background to a designated stopping point. The dialog that is assigned can appear in a list of scheduled/pending tasks for the particular user and can include a link or other functionality to resume the dialog. Selection of the dialog from the task list can cause the dialog to resume to an “in-progress” state and the status of the dialog can be updated. Thereafter, the workflow can detect completion of the dialog and continue with further actions to complete the business process.

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for providing customized customer service interactions between users and an enterprise. A method includes the steps of receiving a customer service request from a user terminal and generating a customer intimacy profile for the user associated with the user terminal based at least on user data associated with the user and available from at least one social media channel. The method also includes assembling customer service object for the user terminal based at least on the customer intimacy profile, where the customer service object identifying at least one customer service channel available for the user. The method further includes delivering a user interface to the user terminal, where a content of the user interface is based on the customer service object.

Abstract: Enhanced customer services is provided. Customer information regarding a product or service is received from a communication device. The received information is associated with a particular customer. Entry information indicating entry of the particular customer within an area associated with a retail premises is received, and a customer profile associated with the particular customer is retrieved. A customer service agent is selected for providing service to the particular customer based on the received customer information regarding the product or service and the retrieved customer profile. The customer information regarding the product or service and the retrieved customer profile are provided to a customer service agent terminal associated with the selected customer service agent for providing service to the particular customer.