Abstract: A machine-readable code is received at a first server and decoded to obtain a device ID and a first provider ID that identifies a device provider providing the second electronic device. At least one of the machine-readable code or the device ID is transmitted to a second server. A subscribed service that can be activated on the second electronic device is determined based on device metadata of the second electronic device and service metadata of the subscribed service. A first message is transmitted to a mobile device of a user associated with the second electronic device for a permission to activate the subscribed service on the second electronic device. In response to a second message received from the mobile device, the device metadata and the service metadata are transmitted to a third server to request the third server to activate the subscribed service on the second electronic device.

Abstract: An analysis is performed on first and second product information to determine a relationship between a first product and a second product. In response to a first notification from a first backend system, a first message is transmitted to a mobile device of the user indicating that the change of a first activity is needed. It is determined whether a modification of a second activity is needed based on the relationship information of the first product and the second product and in response to determining that the modification of the second activity is needed, a second message is transmitted to the mobile device, indicating a possible modification of the second activity and offering a list of one or more options to modify the second activity. A live communications session is established between the user and a support agent of the server to discuss the possible modification of the second activity.

Abstract: User interactions with content presented during a particular browsing session are monitored in real-time during the browsing session. In response to different user interactions, content type of the content being interacted by the user is determined dynamically. A skill set is determined based on the content type within the same browsing session. Subsequently during the same browsing session, in response to a request from the user for connecting with an agent, a list of agents who possess the skill set is identified. A live communication session is established between a user device of the user and an agent device of an agent selected from the list.

Abstract: An electronic device displays a first row of graphical representations, each corresponding to a context element of a route sequence map of a first user. The route sequence map includes context elements organized in a hierarchical structure, each context element having one or more property values specifying an action to be performed by the server or a link to one or more child context elements in the hierarchical structure. In response to a selection of a first graphical representation from the first row, a first message having at least a first identifier (ID) of the first graphical representation is transmitted to the server. A second message is received from the server in response to the first message, the second message including data identifying a second row of context elements of the route sequence map. The second row is displayed as a child row to the first row.

Abstract: An analysis is performed on first and second product information to determine a relationship between a first product and a second product. In response to a first notification from a first backend system, a first message is transmitted to a mobile device of the user indicating that the change of a first activity is needed. It is determined whether a modification of a second activity is needed based on the relationship information of the first product and the second product and in response to determining that the modification of the second activity is needed, a second message is transmitted to the mobile device, indicating a possible modification of the second activity and offering a list of one or more options to modify the second activity. A live communications session is established between the user and a support agent of the server to discuss the possible modification of the second activity.

Abstract: A content type of content interacted by a user is determined and a skill set is determined based on the content type. A first set of preferred agents is identified based on the skill set, where the preferred agents have a prior relationship with the user. A second set of recommended agents is identified based on the skill set, where the recommended agents have no prior relationship with the user. The first and second set of preferred agents and recommended agents are transmitted to a user device of the user to allow the user to select one of the preferred and recommended agents. The transmitted information include information indicating whether any of the preferred and recommended agents is available the point in time. A live communication session is established between the user device and an agent device of a selected agent.

Abstract: An analysis is performed on first and second product information to determine a relationship between a first product and a second product. In response to a first notification from a first backend system, a first message is transmitted to a mobile device of the user indicating that the change of a first activity is needed. It is determined whether a modification of a second activity is needed based on the relationship information of the first product and the second product and in response to determining that the modification of the second activity is needed, a second message is transmitted to the mobile device, indicating a possible modification of the second activity and offering a list of one or more options to modify the second activity. A live communications session is established between the user and a support agent of the server to discuss the possible modification of the second activity.

Abstract: After successfully authenticating a user of a mobile device, products that have been registered with the server are determined. For each of the registered products, a list of support options available to the user is determined for a corresponding registered product, the list of support options including a live support option and a self-support option. For the self-support option available to the corresponding registered product, articles associated with the corresponding registered product are identified that have been published in an online publication forum. For the live support option available a list of communication options is determined that is available for the user to establish a live communication session with a support agent. A personalized page to the mobile device to be displayed at a display of the mobile device, listing the registered products. Each product is associated with the support options available.

Abstract: A first request is received from a first user device, including a content item identifier identifying a first content item. In response, a list of media content documents is identified from a content database based on the content item ID. Document identifiers of the media content document are transmitted to a second server. A list of agent identifiers is received from the second server identifying agents who are currently available to establish a live communication session with the first user. A subset of the media content documents is determined based on the availability information of the agents and transmitted to the first user device. Each of the subset is presented with at least one agent identifier identifying an available agent, at least one geographic location of the available agent, and a live connect button to allow the first user to reach the corresponding available agent.

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. An answer engine is to receive a query from the user to ask a question and in response to the query, to identify a predefined response to the query in view of a set of dialog rules. The answer engine is to transmit one or more related questions that the user will likely ask based on the dialog rules and the user interaction. The answer engine further transmits an invitation to allow the user to initiate a live support session after a predetermined condition has been satisfied.

Abstract: User interactions with content presented during a particular browsing session are monitored in real-time during the browsing session. In response to different user interactions, content type of the content being interacted by the user is determined dynamically. A skill set is determined based on the content type within the same browsing session. Subsequently during the same browsing session, in response to a request from the user for connecting with an agent, a list of agents who possess the skill set is identified. A live communication session is established between a user device of the user and an agent device of an agent selected from the list.

Abstract: A content type of content interacted by a user is determined and a skill set is determined based on the content type. A first set of preferred agents is identified based on the skill set, where the preferred agents have a prior relationship with the user. A second set of recommended agents is identified based on the skill set, where the recommended agents have no prior relationship with the user. The first and second set of preferred agents and recommended agents are transmitted to a user device of the user to allow the user to select one of the preferred and recommended agents. The transmitted information include information indicating whether any of the preferred and recommended agents is available the point in time. A live communication session is established between the user device and an agent device of a selected agent.

Abstract: A machine-readable code is received at a first server and decoded to obtain a device ID and a first provider ID that identifies a device provider providing the second electronic device. At least one of the machine-readable code or the device ID is transmitted to a second server. A subscribed service that can be activated on the second electronic device is determined based on device metadata of the second electronic device and service metadata of the subscribed service. A first message is transmitted to a mobile device of a user associated with the second electronic device for a permission to activate the subscribed service on the second electronic device. In response to a second message received from the mobile device, the device metadata and the service metadata are transmitted to a third server to request the third server to activate the subscribed service on the second electronic device.

Abstract: According to one embodiment, a login page is displayed on a mobile device for logging onto a support center. In response to selecting a first login option, the user is requested to speak a predetermined phrase to a microphone of the mobile device and a first voice stream is captured using a voice recorder of the mobile device. The first voice stream is transmitted to the support center for authentication based on the voice. In response to selecting a second login option, a password is obtained and is transmitted to the support center to for authentication based on the password. Upon having been successfully authenticated by the support center based on at least one of the first and second login options, a communication session is established with a support agent of the support center for support services of a product associated with the user.

Abstract: An analysis is performed on first and second product information to determine a relationship between a first product and a second product. In response to a first notification from a first backend system, a first message is transmitted to a mobile device of the user indicating that the change of a first activity is needed. It is determined whether a modification of a second activity is needed based on the relationship information of the first product and the second product and in response to determining that the modification of the second activity is needed, a second message is transmitted to the mobile device, indicating a possible modification of the second activity and offering a list of one or more options to modify the second activity. A live communications session is established between the user and a support agent of the server to discuss the possible modification of the second activity.

Abstract: After successfully authenticating a user of a mobile device, products that have been registered with the server are determined. For each of the registered products, a list of support options available to the user is determined for a corresponding registered product, the list of support options including a live support option and a self-support option. For the self-support option available to the corresponding registered product, articles associated with the corresponding registered product are identified that have been published in an online publication forum. For the live support option available a list of communication options is determined that is available for the user to establish a live communication session with a support agent. A personalized page to the mobile device to be displayed at a display of the mobile device, listing the registered products. Each product is associated with the support options available.

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 provided by a client of the support center. In response to the request, one or more articles associated with the product are identified that have been published in an online publication forum, where the articles have been extracted from a knowledgebase (KB) based on a support history of the product maintained by the support center. A list of support options is presented to the user, including a first one-touch button to contact an agent of the support center and a link to the one or more articles of the publication forum to allow the user to attempt finding a solution to the product without having to contact the agent of the support center.

Abstract: 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.

Abstract: A first request is received from a first user device, including a content item identifier identifying a first content item. In response, a list of media content documents is identified from a content database based on the content item ID. Document identifiers of the media content document are transmitted to a second server. A list of agent identifiers is received from the second server identifying agents who are currently available to establish a live communication session with the first user. A subset of the media content documents is determined based on the availability information of the agents and transmitted to the first user device. Each of the subset is presented with at least one agent identifier identifying an available agent, at least one geographic location of the available agent, and a live connect button to allow the first user to reach the corresponding available agent.

Abstract: A general queue and priority queues corresponding to agents are maintained. In response to a user request from a remote device of a user regarding a content item of a content document displayed at the remote device, it is determined whether the user request includes an agent identifier (ID). If the user request includes a first agent ID, a first of the priority queues is identified based on the first agent ID and the user request is inserted into the first priority queue. If the user request does not include an agent ID, the user request is inserted into the general queue. A case manager the requests from the general queue and the priority queues to the agents that are available to enable the agents to establish live communication sessions with users associated with the requests.