Customer Service (i.e., After Purchase) Patents (Class 705/304)
  • Patent number: 11023848
    Abstract: The embodiments of the present disclosure provide systems and methods for call deflection, comprising receiving, via a telephone communication from a mobile device of a user, a request for return or exchange, accessing a purchase history of the user to identify at least one order satisfying a predetermined return criteria, generating a unique hyperlink for the user, sending the unique hyperlink to the mobile device of the user, receiving, from the mobile device of the user, a selection of at least one product in the at least one order for return or exchange, and modifying a database to register the at least one product for return or exchange. The unique hyperlink may be assigned to the at least one order that satisfies the predetermined return criteria such that, when activated by the user, the mobile device is configured to display the at least one order.
    Type: Grant
    Filed: February 24, 2020
    Date of Patent: June 1, 2021
    Assignee: Coupang Corp.
    Inventor: Remesh Vijayan
  • Patent number: 11017268
    Abstract: A method, system and computer-usable medium are disclosed for machine learning to identify service request records associated with an account that is likely to escalate. Certain aspects of the disclosure include generating a random forest model using a training set of service request records to determine a probability of escalation for service requests of the training set; applying the random forest model to a current set of service request records to determine an escalation probability for service requests in the current set; and assigning service request records in the current set to a plurality of escalation probability bins, wherein the service request records of the current set are generally equally divided between the plurality of escalation probability bins, and wherein the service request records of the current set are assigned to a probability bin based on the escalation probability of the service request record.
    Type: Grant
    Filed: June 21, 2019
    Date of Patent: May 25, 2021
    Assignee: Dell Products L.P.
    Inventors: Varsha Kansal, Rajkumar Dan
  • Patent number: 10999433
    Abstract: A platform can receive information regarding a user interaction, wherein the user interaction is associated with one or more channels that correspond to respective interfaces or media for the user interaction; retrieve supplemental information associated with the user interaction, wherein the supplemental information relates to at least one of: a state of a managed device associated with the user interaction, or a previous user interaction; identify, based on the information regarding the user interaction or the one or more channels, one or more models to process the information regarding the user interaction and the supplemental information, wherein the one or more models are identified from a plurality of models; determine, using the one or more models, an action to be performed with regard to the user interaction; and provide information identifying the action.
    Type: Grant
    Filed: November 30, 2018
    Date of Patent: May 4, 2021
    Assignee: Verizon Patent and Licensing Inc.
    Inventors: Safwan Aly, Srinivasan Krishnamurthy, Pritam Bedse, Vipul Jha, Rajat Sharma, Senthil Muthusamy, Travis R. McLaren, Richard J. Worthington, Sailesh K. Mishra, Philip A. Jenkins, Venkateswararao Godavarti Veera, John Benjamin Lertola
  • Patent number: 10949807
    Abstract: Systems and methods for using a mathematical model based on historical information to automatically schedule and monitor work flows are disclosed. Prediction methods that use some variables to predict unknown or future values of other variables may assist in reducing manual intervention when addressing incident reports or other task-based work items. For example, work items that are expected to conform to a supervised model built from historical customer information. Given a collection of records in a training set, each record contains a set of attributes with one of the attributes being the class. If a model can be found for the class attribute as a function of the values of the other attributes, then previously unseen records may be assigned a class as accurately as possible based on the model. A test data set is used to determine model accuracy prior to allowing general use of the model.
    Type: Grant
    Filed: August 10, 2017
    Date of Patent: March 16, 2021
    Assignee: ServiceNow, Inc.
    Inventors: Baskar Jayaraman, Debashish Chatterjee, Kannan Govindarajan, Aniruddha Thakur
  • Patent number: 10904169
    Abstract: Embodiments of the present invention disclose a method, computer program product, and system for an automated chat bot conversation session and an agent transfer system for the conversation session. The computer receives a user input from a user in an automated chat bot conversation session. The computer analyzes the user input for at least one sentiment, wherein an at least one analysis result is a value assigned to the at least one sentiment contained within the user input. The computer compares the at least one analysis result to a threshold value to determine if the user should be transferred from the automated chat bot conversation session to a conversation session with a suitable agent. The computer then transfers the user to the conversation session with the suitable agent.
    Type: Grant
    Filed: August 8, 2017
    Date of Patent: January 26, 2021
    Assignee: INTERNATIONAL BUSINESS MACHINES CORPORATION
    Inventors: Ketan Barve, Tochi Eke-Okoro, Joachim Frank, Vivek Salve
  • Patent number: 10846678
    Abstract: Systems and methods for returning an item. The methods comprise: performing item return operations by a computing device using at least one of machine learned information about a person who purchased the item, machine learned information about a person returning the item, and machined learned information about a condition of the item at the time of sale and at the time of return; and automatively sorting the item using a conveyer system to move the item from a counter to a respective storage area of a plurality of storage areas assigned to different product types.
    Type: Grant
    Filed: August 21, 2018
    Date of Patent: November 24, 2020
    Assignee: SENSORMATIC ELECTRONICS, LLC
    Inventors: Amit R. Patil, Michael Paolella, Michelangelo Palella, Steve E. Trivelpiece
  • Patent number: 10825070
    Abstract: Embodiments recognize and solve problems as a function of biometric and social network data, wherein processors are configured to determine that an e-commerce site user is currently experiencing a problem in association with a purchase of an item on the e-commerce site as a function of analyzing biometric data acquired from the user in association with the item purchase. The processors are further configured to correlate the first problem associated with the item purchase to an alternative problem that is associated with the item purchase as a function of social network data of the user; and to suggest the alternative problem to the user as another problem experienced by the user in association with the item purchase.
    Type: Grant
    Filed: October 22, 2018
    Date of Patent: November 3, 2020
    Assignee: International Business Machines Corporation
    Inventors: James E. Bostick, Danny Y. Chen, Sarbajit K. Rakshit, Keith R. Walker
  • Patent number: 10795550
    Abstract: To provide context-specific interpretation of a user interaction with a user interface of a computer application, a processor may detect a user interaction with a user interface (UI). The processor may analyze the user interaction to determine a plurality of action details. The processor may generate a user context based on the plurality of action details and additional context information. The processor may select at least one operation relevant to the user interaction and context. The processor may cause the computer application to perform the operation.
    Type: Grant
    Filed: June 15, 2018
    Date of Patent: October 6, 2020
    Assignee: INTUIT INC.
    Inventor: David Grayson
  • Patent number: 10789241
    Abstract: A method and associated system for generating a service specification of a solution. Each process of at least one process is decomposed into at least one atomic service process. The service specification of the solution to be compatible with both a process model framework that includes the at least one process and a data model framework that includes at least one data element that is indirectly matched to the at least one process. The service specification represents a respective process interface of each atomic service process that performs a respective atomic service in the solution. The customized service specification is stored in a database.
    Type: Grant
    Filed: January 4, 2018
    Date of Patent: September 29, 2020
    Assignee: International Business Machines Corporation
    Inventors: Faried Abrahams, Kerard R. Hogg, Kent R. Ramchand, Gandhi Sivakumar
  • Patent number: 10769641
    Abstract: Techniques for managing service requests in cloud computing systems are disclosed herein. In one embodiment, a method can include in response to determining that a profile of detected service requests substantially deviates from the predetermined profile, identifying a component failure of a service component in the cloud computing system by searching a database containing operational event logs of the cloud computing system based on the detected service requests. The method can then include posting, on a user portal of the cloud computing system, a notification to additional users regarding the identified component failure of the service component and performing various remedial actions to correct the identified component failure.
    Type: Grant
    Filed: May 25, 2016
    Date of Patent: September 8, 2020
    Assignee: Microsoft Technology Licensing, LLC
    Inventors: Supreeth Ranganna, Vadi Ramalingam
  • Patent number: 10698945
    Abstract: Systems, methods, and non-transitory computer readable media configured to acquire data associated with a content item, the data associated with the content item including contextual information. The data associated with the content item can be provided to a model trained by machine learning. A set of hashtags associated with the content item can be determined based on the model.
    Type: Grant
    Filed: August 18, 2015
    Date of Patent: June 30, 2020
    Assignee: Facebook, Inc.
    Inventors: Bogdan State, Amaç Herda{umlaut over (g)}delen, Maxime Boucher, Ehud Weinsberg
  • Patent number: 10664787
    Abstract: Computer program products, methods, systems, apparatus, and computing entities are provided for customer controlled management of shipments. For example, customers can define handling identifiers to determine how items should be handled based on the handling identifier. Further, customers can define refund classifications to determine when refunds should be initiated.
    Type: Grant
    Filed: October 9, 2013
    Date of Patent: May 26, 2020
    Assignee: United Parcel Service of America, Inc.
    Inventor: Carrie Parris
  • Patent number: 10572841
    Abstract: Recommending actions to an Information Technology (IT) case can include searching an index for an IT case that matches a received IT case, identifying a plurality of actions for the received IT case based on the search, and recommending a subset of actions from the plurality of actions for the received IT case to an IT agent.
    Type: Grant
    Filed: April 30, 2014
    Date of Patent: February 25, 2020
    Assignee: Micro Focus LLC
    Inventors: Leonid Reznik, Yuri Moshayev, Yariv Snapir, Michael Dikman, Dan Noter
  • Patent number: 10482431
    Abstract: A vehicle service facility may include an RFID transmitter-receiver. The RFID transmitter-receiver may include at least one RFID antenna. The RFID transmitter-receiver may further include an RFID reader. The vehicle service facility may also include a computer system, the computer system having a programmable processor such as a microprocessor or a microcontroller and processor-readable or computer-readable programming code embodying logic embedded on tangible, non-transitory computer readable media. The computer system is in data communication with the RFID reader.
    Type: Grant
    Filed: February 28, 2017
    Date of Patent: November 19, 2019
    Assignee: THE REYNOLDS AND REYNOLDS COMPANY
    Inventor: Robert T. Brockman
  • Patent number: 10438212
    Abstract: A system receives data relating to a ticket from a customer of a business organization. The system processes the data using an ensemble machine learning artificial intelligence processor. The ensemble machine learning artificial intelligence processor includes a natural text language processor for analyzing text exchanged between the customer and an agent of the business organization. The ensemble machine artificial intelligence processor also includes a plurality of multivariate machine learning processors for analyzing a handling of the ticket by the business organization. The system generates results from the analysis of the natural language text processor and the analyses of the plurality of multivariate machine learning processors, and provides the results to a meta-learner processor.
    Type: Grant
    Filed: November 4, 2013
    Date of Patent: October 8, 2019
    Assignee: CA, Inc.
    Inventors: Abdul Khader Jilani, Narayanabhatla Lalithakishore
  • Patent number: 10437657
    Abstract: A design support system includes a storage unit, an accepting unit, a selecting unit, and an associating unit. The storage unit stores information regarding design element classifications into which design elements constituting a product are classified and design requirement classifications into which design requirements required for the product are classified. The accepting unit accepts technical information regarding a trouble due to design. The selecting unit refers to the technical information regarding the trouble, selects a classification item to which the trouble belongs from among the design requirement classifications, and selects a classification item to which a design element that has caused the trouble belongs from among the design element classifications.
    Type: Grant
    Filed: September 26, 2017
    Date of Patent: October 8, 2019
    Assignee: FUJI XEROX CO., LTD.
    Inventors: Kimihiro Wakabayashi, Yoshikazu Okamoto, Hiroshi Murano, Yasuaki Miyazawa, Mari Horie, Nobukazu Takahashi, Makoto Fuchigami, Masao Okubo
  • Patent number: 10313531
    Abstract: A universal data gate converts between interface format types of interconnected systems. The data gate learns new interface types and greatly simplifies the requirement for a human user to reprogram the new interface types. A library of known interface types is built up over time and allows re-use of known interface types as required. Voice based room control is enabled by automatically activating the voice control on a guest device when the guest is checked in to a hotel room. Text corresponding to voice commands captured from the user's voice is passed to a hotel app. The system automatically pairs the guest device with the user's assigned room and determines which in-room controllable devices are to be operated by the user's voice commands. When the user switches to a new guest room during travel, the system automatically updates the room pairing and new voice commands operate the new in-room devices.
    Type: Grant
    Filed: December 7, 2017
    Date of Patent: June 4, 2019
    Assignee: Bullhead Innovations Ltd.
    Inventor: Peter S. Warrick
  • Patent number: 10248378
    Abstract: A content replacement system identifies regular content replacement parts and alternative content replacement parts, each alternative content replacement part being a content item with a duration within one of a plurality of ranges. The system detects a start of a content replacement break in a listener content stream, the listener content stream shifted by a listener delay value from a live content stream. The system inserts the regular content replacement parts into the stream. The system detects an end of the content replacement break for the listener content stream, and selects one of the alternative content replacement parts to insert into the listener content stream, the selected alternative content replacement part having a duration that when inserted into the listener content stream minimizes a difference between the listener delay value and a target delay value.
    Type: Grant
    Filed: July 7, 2016
    Date of Patent: April 2, 2019
    Assignee: ADSWIZZ INC.
    Inventors: Bruno Nieuwenhuys, Bogdan Bocse, Mihai Ciurea
  • Patent number: 10217054
    Abstract: In a computer server, a ticket element generated by an issue tracking system responsive to a client request is received, where the ticket element includes a data field including data indicative of an attribute. A database including state data stored therein is accessed responsive to receipt of the ticket element. The state data relates a plurality of states that are specific to the attribute. One of the plurality of states related by the state data is identified as corresponding to a future state of the attribute based on a current state of the attribute, and a future probability of escalation of the ticket element is computed based on the future state of the attribute responsive to identification of the one of the plurality of states as corresponding thereto. An action indicator is provided in response to the client request.
    Type: Grant
    Filed: March 15, 2016
    Date of Patent: February 26, 2019
    Assignee: CA, Inc.
    Inventors: David Sánchez Charles, Victor Muntés Mulero
  • Patent number: 10133767
    Abstract: A journal manager of a multi-data-store storage appends a committed transaction entry to a journal, indicating a state change which has been approved for commit using an optimistic concurrency control algorithm. A first representation of the state change is generated and stored at one materialization node. A different representation of the same state change, comprising at least one attribute for which a value is not included in the first representation, is generated and stored at a different materialization node.
    Type: Grant
    Filed: September 28, 2015
    Date of Patent: November 20, 2018
    Assignee: Amazon Technologies, Inc.
    Inventors: Timothy Daniel Cole, Artem Danilov, Andrew Wayne Ross, John Michael Morkel, Tate Andrew Certain, Allan Henry Vermeulen, Christopher Richard Jacques De Kadt
  • Patent number: 9978071
    Abstract: Systems and methods for customer relationship management are disclosed. In one example, a customer relationship management system can receive, from a customer device, a customer location and a request for a sales representative. In response, the customer relationship management system can send, for display to a sales representative device, the customer location and then receive, from the sales representative device, a request for customer profile information. In response to this request, the customer relationship management system can send, for display to the sales representative device, at least some of the customer profile information.
    Type: Grant
    Filed: February 23, 2017
    Date of Patent: May 22, 2018
    Assignee: Toyota Motor Sales, U.S.A., Inc.
    Inventor: Brian M. Kursar
  • Patent number: 9946747
    Abstract: Managing confidence data in a question-answering environment is disclosed. Managing confidence data can include sorting, based on a set of answer categories for a subject matter, a first set of a plurality of answers into a first answer category. The first set can correspond to at least one of a third set of a plurality of confidence scores and the second set can correspond to at least one of a fourth set of the plurality of confidence scores. Managing confidence data can include classifying confidence scores of the third set into one of a plurality of confidence buckets using a first threshold and determining a fifth set of a plurality of thresholds using the plurality of confidence scores. Managing confidence data can include classifying unclassified confidence scores of the third set into one of the plurality of confidence buckets using the fifth set of the plurality of thresholds.
    Type: Grant
    Filed: May 11, 2015
    Date of Patent: April 17, 2018
    Assignee: International Business Machines Corporation
    Inventors: Kevin S. Barker, Roberto DeLima, Thomas J. Eggebraaten, Mark G. Megerian, Marie L. Setnes
  • Patent number: 9811398
    Abstract: A system and method for providing delegated metric tools within a partially closed communication platform that includes receiving a tag identifier linked to at least a first identified platform interaction in the communication platform; associating the tag identifier with at least one logged event of an account associated with the first identified platform interaction; defining a tracking resource with at least one tag identifier; measuring platform interactions tracked by a tracking resource; and providing access to measured platform interactions through an application.
    Type: Grant
    Filed: January 21, 2016
    Date of Patent: November 7, 2017
    Assignee: Twilio, Inc.
    Inventors: Timothy S. Milliron, Adam Ballai, Robert Hagemann
  • Patent number: 9672549
    Abstract: Systems, methods, and computer-readable storage media for providing customer service help. The system first receives, from a user device, contact information associated with the user device, wherein the contact information is received via a customer service terminal having a user interface configured to wirelessly receive data from the user device when the user device is within a distance of the customer service terminal. In response to receiving the contact information, the system then identifies a customer service representative associated with the customer service terminal. The system then sends the contact information to a remote device associated with the customer service representative. The customer service representative can then initiate a customer service communication between the user device and the remote device in order to provide customer service help to the user associated with the user device.
    Type: Grant
    Filed: February 8, 2016
    Date of Patent: June 6, 2017
    Assignee: Avaya Inc.
    Inventor: Michael Vernick
  • Patent number: 9591482
    Abstract: A method of registering a telematics unit for telematics services is disclosed. The method comprises a mobile communication device of a subscriber contacting a mobile network operator (MNO) to register a telematics unit (TU) of a vehicle for telematics services, wherein the mobile communication device provides a vehicle identification number (VIN) of the vehicle that the TU is associated with. The MNO looks up a phone number of the TU based on the VIN. A mobile communication network sends an electronic message to remove incoming voice call blocking of the phone number. The MNO then places a voice call to the unpublished phone number of the TU. The MNO then validates the subscriber. The MNO then engages in a voice dialog with the subscriber associated with the vehicle via the TU. The mobile communication network then sends an electronic message to reestablish voice call blocking of the TU.
    Type: Grant
    Filed: October 31, 2014
    Date of Patent: March 7, 2017
    Assignee: Sprint Communications Company L.P.
    Inventors: Brian J. Finnerty, Jeffrey L. Uden, Shane R. Werner
  • Patent number: 9552396
    Abstract: A method for prioritizing comments is disclosed. Some embodiments quantify comments by allowing other respondents to agree and identify priorities among comments left by others. In some embodiments, the method for prioritizing comments includes steps for selecting a set of comments, presenting the set of comments, and receiving one or more respondent-initiated responses to the set of comments. In some embodiments, the method further includes entering a starting set of comments into the pool of all comments prior to select the comments. In some embodiments, the method further includes receiving an input to add a comment and incorporating the new comments into the pool of all comments.
    Type: Grant
    Filed: January 9, 2014
    Date of Patent: January 24, 2017
    Inventors: Gene Cook Hall, Mahalingeshwara Bhat Saravu, Lee Parnell
  • Patent number: 9521060
    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.
    Type: Grant
    Filed: July 27, 2014
    Date of Patent: December 13, 2016
    Assignee: VASONA NETWORKS INC.
    Inventors: Ofer Weill, Roni Bar-Yanai, Ishai Asa
  • Patent number: 9519809
    Abstract: Systems, apparatuses and methods for associating flexible Internet based information with physical objects is described. An example system includes a database server configured to generate a tag responsive to receiving a request from a requesting device. The tag is encoded with a uniform resource locator. The database server is further configured to associate a tag type of a plurality of tag types with the tag. The tag type indicates an intended use of the tag. The system further includes a memory configured to store data corresponding to the tag. The data may include the uniform resource locator and the tag type.
    Type: Grant
    Filed: August 6, 2015
    Date of Patent: December 13, 2016
    Assignee: DYNOTAG, INC.
    Inventors: Murat Divringi, Ozan Eren Bilgen
  • Patent number: 9485364
    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.
    Type: Grant
    Filed: January 10, 2014
    Date of Patent: November 1, 2016
    Assignee: Samsung Electronics Co., Ltd
    Inventors: Jinyoung Park, Yongho You
  • Patent number: 9380144
    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.
    Type: Grant
    Filed: January 30, 2015
    Date of Patent: June 28, 2016
    Assignee: Lenovo Enterprise Solutions (Singapore) PTE. LTD.
    Inventors: Barry A. Kritt, Sarbajit K. Rakshit
  • Patent number: 9324104
    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.
    Type: Grant
    Filed: July 2, 2015
    Date of Patent: April 26, 2016
    Assignee: Vast.com, Inc.
    Inventors: Joshua Howard Levy, David Wayne Franke
  • Publication number: 20150149366
    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.
    Type: Application
    Filed: November 26, 2013
    Publication date: May 28, 2015
    Applicant: EchoStar Technologies L.L.C.
    Inventors: Adam Schafer, Jeremy Mickelsen
  • Publication number: 20150142677
    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.
    Type: Application
    Filed: November 21, 2013
    Publication date: May 21, 2015
    Applicant: Cellco Partnership d/b/a Verizon Wireless
    Inventors: Siva PATMAN, William Dakota COMMONS, Ramakrishna KANNAMANGALAM, Vijayakumar PANDIARAJAN
  • Publication number: 20150127521
    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.
    Type: Application
    Filed: November 5, 2013
    Publication date: May 7, 2015
    Applicant: BANK OF AMERICA CORPORATION
    Inventors: Andrew Sheldon, Brian J. Dunne, Hudson Philip Hoen, IV
  • Publication number: 20150127558
    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.
    Type: Application
    Filed: January 12, 2015
    Publication date: May 7, 2015
    Inventors: George Erhart, David Skiba, Valentine C. Matula
  • Publication number: 20150127557
    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.
    Type: Application
    Filed: November 7, 2013
    Publication date: May 7, 2015
    Inventor: Darryl Hicks
  • Publication number: 20150120389
    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.
    Type: Application
    Filed: October 22, 2014
    Publication date: April 30, 2015
    Inventors: Dongxiao Zhang, Yang Sun, Di Shan, Chen Peng
  • Patent number: 9015070
    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.
    Type: Grant
    Filed: June 28, 2012
    Date of Patent: April 21, 2015
    Assignee: Bank of America Corporation
    Inventors: David M. Grigg, Susan Smith Thomas, Peter John Bertanzetti, Matthew A. Calman
  • Patent number: 9001362
    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.
    Type: Grant
    Filed: September 14, 2012
    Date of Patent: April 7, 2015
    Assignee: Ricoh Company, Ltd.
    Inventors: Tetsuro Motoyama, Tomohito Shimizu
  • Publication number: 20150088671
    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.
    Type: Application
    Filed: September 20, 2013
    Publication date: March 26, 2015
    Applicant: Sony Corporation
    Inventors: True Xiong, Charles McCoy
  • Publication number: 20150088765
    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.
    Type: Application
    Filed: September 24, 2013
    Publication date: March 26, 2015
    Applicant: ORACLE INTERNATIONAL CORPORATION
    Inventors: DAVID FULTON, AMANDA SCHIFFRIN, ALEXANDER VAN DER POL
  • Publication number: 20150081569
    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.
    Type: Application
    Filed: August 5, 2014
    Publication date: March 19, 2015
    Inventors: Eric Moore, Sutthipong Thavisomboon, Yuseung Kim, Bryan Hart, Jaroslaw Kozieronek
  • Publication number: 20150081570
    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.
    Type: Application
    Filed: September 12, 2014
    Publication date: March 19, 2015
    Inventor: Ramana Murthy Gedela
  • Publication number: 20150081568
    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.
    Type: Application
    Filed: July 15, 2014
    Publication date: March 19, 2015
    Inventor: Joseph George Land III
  • Publication number: 20150081571
    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.
    Type: Application
    Filed: September 12, 2014
    Publication date: March 19, 2015
    Inventors: Chet Chauhan, Eric Moore, Sutthipong Thavisomboon
  • Patent number: 8977231
    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.
    Type: Grant
    Filed: December 20, 2012
    Date of Patent: March 10, 2015
    Assignee: Microsoft Technology Licensing, LLC
    Inventors: Gil Zalmanovitch, Gregory James Scott, Shai Guday, Alec Garvin Kwok, Yue Jiang, Kenneth Vincent Ma
  • Publication number: 20150052067
    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.
    Type: Application
    Filed: August 13, 2013
    Publication date: February 19, 2015
    Inventors: Pirasenna Thiyagarajan, James Arthur Wilson, Jennifer Piksum Yick, Rexford Jay Tibbens
  • Patent number: 8959121
    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.
    Type: Grant
    Filed: November 30, 2011
    Date of Patent: February 17, 2015
    Assignees: AT&T Mobility II LLC, AT&T Intellectual Property I, L.P.
    Inventors: Ted Stine, Joseph Anthony Speeney
  • Publication number: 20150046341
    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.
    Type: Application
    Filed: August 6, 2014
    Publication date: February 12, 2015
    Inventors: Fang Cheng, Zhichen Xu
  • Publication number: 20150039521
    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.
    Type: Application
    Filed: July 31, 2013
    Publication date: February 5, 2015
    Applicant: ORACLE INTERNATIONAL CORPORATION
    Inventors: AARON SCHUBERT, CODY WENZEL, AMY NASH