Abstract: An electronic product registration (ER) system which enables a retailer, preferable in cooperation with its vendors, to provide a customized return/warranty program for customers on a product-by product basis. The original policy(ies) in the ER system can be modified for a particular product and the modified policy is stored in the ER system so that the modified policy can be accessed if the product is again presented for a return/warranty transaction.

Abstract: An information processing system includes a device-information acquiring part, a failure-information acquiring part, and a predicting part. The device-information acquiring part acquires device information indicating at least a model of a given device. The failure-information acquiring part acquires failure information on a failure occurred in the same model of device as the model indicated by the device information among managed object devices. The predicting part predicts an operation state of the given device on the basis of the failure information.

Abstract: A method to process cancellation requests. The method includes receiving, by a computer processor and from a first user, a first request to cancel a first subscription to an online service, calculating, by the computer processor in response to the first request: a first retention value score of the first user based on a first usage profile of the first user interacting with the online service, and a first retention value threshold based on a first availability measure of support agents for the online service, and sending, by the computer processor and in response to the first retention value score exceeding the first retention value threshold, a message to the first user to contact at least one of the support agents to discuss cancelling the first subscription.

Abstract: Traceability codes on perishable products facilitate the correlation of product data from the origin of a distribution chain to quality assessments of the perishable products made at points along the distribution chain. The product data is initially associated with the code, the product is marked with the code, and then the product is distributed. Receipt of a code after the perishable product enters the distribution chain establishes an elapsed time. Location information submitted with the code can also establish a traversed distance. A quality assessment submitted with the code can be associated with both time and distance. Consumers, for example, may submit codes, provide assessments and locations, and in return access product data linked to the specific products they consider in retail stores, purchase, and use. Inspectors can likewise submit quality assessments from locations earlier in the distribution chain as well as in retail stores.

Abstract: A method for a plurality of processors configured to perform steps in a map/reduce network operation adds incremental batch transformation of sequential measures recorded by time periods and uploaded asynchronously from their capture on mobile devices. The method creates and tracks measure states for each measure. The current recurrence of a measure is a transformation of selected past recurrences and measures. Measure state is propagated according to rules. The ID for a current measure is derived from the IDs of its cache measures and the IDs of its trigger measures. A batch incremental enrichment transforms one or more measures from one or more recurrences into at least one output measure that may be transformed again by the same or another batch incremental enrichment. The apparatus determines if the value needs to be overwritten with a newer value by the type of transformation, the recurrence id and the state.

Abstract: Measurements are taken at each mobile wireless device and aggregated to establish norms. The transformations are suitable for a massively parallel array of processors using map-reduce computing. Upon demand, equivalent measurements for individual mobile wireless devices may be computed for comparable multidimensional analysis. The same transformations may be applied in a silo of processors chained by memory locations feeding data driven processes. Analysis of variance from norms can isolate potential causes of customer dissatisfaction. Detailed and immediate issue resolution and remedies may save support costs and increase subscriber revenue. Identical transformations applied to an individual device as well as across the entire comparable population of devices enables reactive care to a customer incident.

Abstract: Access to customer relationship management (CRM) secured field instances is enabled based on field settings. A requester's identity determines action paths to be executed in order to enable access to fields. A client application's user privileges are inherited to enable access to secured fields. Such access through a granted privilege is provided through an API intermediating inheritance of user's privileges from client application.

Abstract: The computer method for managing performance of a customer service representative comprising: establishing a target performance grade, collecting a set of quantitative data generated as a result of customer contact; collecting a set of qualitative data input characterizing service representative performance; generating a performance grade based on the sets of quantitative and qualitative data; and determining if the target performance grade has been met; and if the performance grade has been met, paying the service representative based upon said successful performance grade and if the performance grade has not been met, then paying displaying a the performance grade.

Abstract: A method for displaying contextually relevant heterogeneously sourced data in a business application includes generating a user interface for a business application comprising a display of a record of a contact stored in a local data store and determining a context for the contact. The method also includes retrieving contextually relevant data according to the context from both the local data store that is part of the business application and also an external data source that is external to the business application from over a computer communications network. Finally, the method includes displaying the contextually relevant data from the local data store in a panel adjacent to the display of the record of the contact in the user interface, and also the contextually relevant data from the external data source in an additional panel adjacent to the display of the record of the contact in the user interface.

Abstract: Embodiments of the invention relate to chat and, more particularly, to determining an that is to be action taken based on the type of chat session. The resolution of the chat is categorized to decide the necessary steps taken and also to monitor the agent's performance. A chat filter extracts relevant portions of a chat session. The relevant factors are taken into consideration and scored based on the feature vectors. A model is built and the type of resolution is determined. An analysis of the chat session is then performed taking into consideration several factors.

Abstract: The present invention provides a system and method of integrating plurality of customer care service centers for registering and tracking customer requests using one single platform to address products or service related issues with the customers. The system acts as a single point of contact for the customers to register and track complaints or issues with multiple customer care service centers of various products or service providers which are owned and used by the customer. The system completely eliminates the manual intervention at the back end i.e. on the customer care service centre during the time of registering a new complaint. The invention provides automation of raising/tracking complaints for multiple services provided to the customer by multiple service providers and avoids manual intervention from the customer care service centers where a customer care representative comes in to log a complaint or provide details for an existing complaint.

Abstract: A method has acts for receiving a transaction request in a contact center at a server having a processor, retrieving from data accompanying the transaction request identifying information regarding an originating node for the transaction request and identity of a sender of the transaction request, comparing the identifying information with stored data associating identifying information with specific aircraft providing on-board Internet service, discovering an association indicating the sender of the request is currently transacting as a passenger on a specific aircraft, retrieving further information regarding the passenger if available, retrieving information about the specific aircraft, including at least current flight status, routing the transaction request to an available contact center agent, connecting the passenger in a communication session with the agent, and displaying the information regarding the passenger, if any, and the information regarding the specific aircraft for use by the agent during t

Abstract: Disclosed is a method and system for entering customer service requests, ratings and reviews in a quality control system, keyed to employee-specific or service location-specific identification numbers stored on physical media such as QR codes, bar codes, and RFID tags, and to notify employees of service requests for prompt resolution. Also disclosed is a system and method for using such employee-specific and service location-specific data to produce numerical measurements of quality, and to convert those measurements to points that may be exchanged for rewards, incentivizing good service and participation in the quality control system.

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

Abstract: The present invention can include a pre-purchase method for determining computing item compatibility. In the method, configuration information associated with a computing system can be stored. A for-sale item to be used with the computing system can be detected. A compatibility between the for-sale item and the configuration information can be determined. A potential purchaser can be notified of results of the determining step before completing a purchase of the for-sale item. The method can be automatically performed by an online storefront system (e.g., a e-retailing Web site) or by in-store computing equipment, such as a cashier's register and/or an in-store kiosk.

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: Methods for interactive and social delivery of customer service are provided. In one example, a method includes the steps of generating a customer service portal and displaying a customer service agent profile including an agent characteristic associated with a customer service agent in the customer service portal. The method includes the additional steps of receiving a customer service selection associated with the customer service agent and generating a customer service request based on the customer service selection.

Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.

Abstract: A contact center includes a plurality of work item queues or repository of pending work and a plurality of agents servicing work items from the plurality of work item queues. The contact center further includes a self service system that is operable to harvest information related to customers from a context store, tailor a self service configuration for a customer based on the harvested information, and provide a self service interaction to the customer based on the tailored self service configuration.

Abstract: Embodiments of the invention are directed to systems, methods and computer program products for performing preliminary steps of a transaction on a mobile device. In some embodiments, a system is configured to: determine a user has entered a facility, wherein the user has a mobile device, and wherein the user is waiting to interact with at least one of an agent at or away from the facility or a computing device at the facility; communicate with the mobile device to determine a reason for the user's visit to the facility, the reason comprising a transaction intended to be executed by the user at the facility; transmit a form to the user's mobile device, the form being based on the intended transaction, and the form prompting the user to input information associated with the intended transaction; receive the user-filled form from the user's mobile device.

Abstract: Embodiments of the invention are directed to systems, methods and computer program products for providing post-transaction service. In some embodiments, a system is configured to: determine a user has exited a facility after performing a transaction at the facility, wherein the user has a mobile device, wherein the user executed the transaction at the facility with assistance of an agent at the facility; and communicate with the mobile device to provide a post-transaction service to the user, the post-transaction service comprising providing a communication channel to establish contact with the agent who assisted the user at the facility. The invention enables provision of a personalized transaction service to the user.

Abstract: A method is provided for delivering customer care to a user of a mobile device. A first device profile of the mobile device is collected. Based on aspects of this first device profile displayed on a customer care interface, and a problem report, a fix is provided to the mobile device with respect to the problem report. After the fix, a second device profile is collected. The system determines at least one difference between the first device profile and the second device profile. This difference is used to automatically generate a proto-rule for future fixes based on the problem report. In this way, automatic rule-making is possible. An editor is also provided so that the proto-rule can be edited.

Abstract: One embodiment of the present invention provides a system for helping a consumer to solve a problem associated with a product. During operation, the system receives, via a web portal, a description of the problem from the consumer; generates a list of experts based on the description of the problem; receives a selection of an expert based on the list from the consumer; and establishes a online session between the consumer and the selected expert, thereby facilitating the expert in helping the consumer to solve the problem.

Abstract: The objective of this invention is to create real-time and time-shifted wireless messaging system that handles devices pairing and notifications between two or multi-line parties (e.g., waiters and customers). The invention facilitates prompt and wireless communication channels between customers and restaurant staff, increases customer satisfaction and improves customer request fulfillment (i.e., responsiveness). The invention also promotes a professional social network and a recruitment system for hospitality servers where they may review their ratings and promote their services. This social medium will also help food servicing stores and hospitality companies o locate highly qualified servers, assess Quality of Service (QOS) and benchmark with other services directly through system analytics and user interactions and feedback.

Abstract: Concepts and technologies are disclosed herein for customer contact management. According to one aspect described herein, a method can include a computing system receiving customer information from a customer access point. The method can also include the computing system generating a customer contact plan based at least in part upon the customer information. The customer contact plan can be useable by an individual to provide a service to a customer associated with the customer information. The method can also include the computing system presenting the customer contact plan to the individual so that the individual can utilize the customer contact plan to provide the service to the customer.

Abstract: The invention relates to a method and system for indicating customer information having a computer, software executing on the computer for assigning each customer of a plurality of customers a unique customer identifier, software executing on the computer for determining an overall score for each customer based on criteria selected from the group consisting of a recent product purchase score, a frequency score, a monetary score, and combinations thereof, and software executing on the computer for displaying a plurality of indicators, each indicator representing a level of return for a product. The invention also includes a gauge directed to at least one indicator of the plurality of indicators, software executing on the computer for calculating returns for the product, and software executing on the computer for automatically adjusting the gauge based on the calculated returns for the product.

Abstract: A computer-implemented method for allocating services among a plurality of service operators where each capable of providing at least one service and each service operator operating a respective computer to receiving at a support server a request for service from at least one computer being operated by a user, generating a questionnaire to be answered by the user operating the at least one computer, selecting at least one service operator based upon the answered questionnaire, and establishing a service session between the at least one computer being operated by the user and the computer being operated by the at least one selected service operator for providing the requested service.

Abstract: Systems and methods of design, delivery, and analysis of customer feedback surveys include receiving interaction content. Interaction content is analyzed to identify at least one issue arising in the interaction content. A survey of a plurality of questions is automatedly created based upon the identified at least one issue. A delivery channel for the survey is determined. The survey is delivered through the determined delivery channel. A survey response with survey results data is received.

Abstract: Disclosed is a system and method for providing a view of energy usage data or events generated by at least one AMI meter and customer profile information. The system and method involves the collection of information about a customer by different business units which are part of a service provider. The system and method includes a user computer having the capability of gathering data about a customer from the different business units, including energy usage data. The user computer may calculate a level of satisfaction of the customer with respect to that customer's interactions with the different business units and display icons reflecting such levels of satisfaction through use of widgets.

Abstract: The present invention extends to methods, systems, and computer program products for providing a personal concierge to guests of a hotel or other establishment. The personal concierge can be provided in the form of a mobile application. The mobile application can be executed on a guest's mobile phone or other mobile electronic device so that the personal concierge can continuously assist the guest. The personal concierge can interface with various devices within or around a hotel such as the devices within a guest's room. The personal concierge can be configured to identify a guest's preferences or habits to better provide suggestions or assistance during a stay.

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: A method is disclosed for a customer sharing a receipt with other persons. An electronic receipt may be viewed on a mobile electronic device with electronic receipts software thereon. Using a device configured according to one or more embodiments of the invention, a customer is able to select the receipt for sharing as well as adding additional information to the receipt such as comments, ratings, reviews, etc. Information may be sent to a server or computer system to request that a receipt be shared with other persons. The server may then process the request and transmit receipt information to the contact person requested by the customer. The receipt may be shared via the contact person's mobile electronic device.

Abstract: A case creation event originating from an external content repository is detected by a processor executing an inbound event handler of a distributed integration framework that integrates a case management system with the external content repository. The case creation event is configured by the distributed integration framework to cause creation of a case within the case management system. The inbound event handler instructs the case management system to create the case within the case management system. An outbound event handler of the distributed integration framework instructs the external content repository to create a proxy case to remotely represent the case created within the case management system.

Abstract: A case creation event originating from an external content repository is detected by a processor executing an inbound event handler of a distributed integration framework that integrates a case management system with the external content repository. The case creation event is configured by the distributed integration framework to cause creation of a case within the case management system. The inbound event handler instructs the case management system to create the case within the case management system. An outbound event handler of the distributed integration framework instructs the external content repository to create a proxy case to remotely represent the case created within the case management system.

Abstract: A concierge system that coordinates incoming message requests between a wireless device and a merchant computer system having various service departments to fulfill a requested action. The concierge server receives incoming message requests for service from the wireless device. A concierge application is resident on the concierge server, and the concierge application is configured to receive an incoming message from the wireless device for a requested service. In response to the incoming message, a reply message is sent back acknowledging receipt of the incoming message to the wireless device. Simultaneously, the merchant computer system is notified of the incoming message request.

Abstract: A request is received for information relating to a service being provided to a customer premises. A network address of a device from which the request was received is determined. The network address is used to access customer data associated with the address. In addition to the requested information relating to the service, at least one notification is provided based on the customer data and including information relating to the customer premises, billing and payment information associated with the customer premises, a list of one or more equipment included in the customer premises, a list of one or more equipment suggested for the customer premises, and a list of one or more additional services suggested for the customer premises.

Abstract: A first virtual group is dynamically created. A virtual group allows a supervisor or subject matter expert to virtually monitor contact center communications that an agent is currently associated with. The supervisor or subject matter expert can define criteria for a first event to create the virtual group. The first virtual group typically comprises a first agent avatar representing a first agent, a first monitoring avatar representing the supervisor or subject matter expert, and a first entity avatar representing a first customer. These avatars are created in a first virtual reality setting such as a virtual room. Using the first monitoring avatar, the supervisor or subject matter expert can virtually monitor a communication between the agent and the customer.

Abstract: A system for managing adaptive security zones in complex business operations, comprising a rules engine adapted to receive events from a plurality of event sources and a security manager coupled to the rules engine via a data network, wherein upon receiving an event, the rules engine determines what rules, if any, are triggered by the event and, upon triggering a rule, the rules engine determines if the rule pertains to security and, if so, sends a notification message to the security manager informing it of the triggered event, and wherein the security manager, on receiving a notification message from the rules engine, automatically establishes a new security zone based at least in part on the contents of the notification message, is disclosed.

Abstract: A method executed at least in part in a computing device for providing cloud based customer support services includes providing a cloud based service enabling data interchange between participants of a cloud based support service, the participants including customers seeking support on products or services and support personnel from companies providing the products or services. The method further includes associating a subset of the participants with a selected product or service, enabling the customers to initiate a support case for the selected product or service, and enabling the subset of the participants associated with the product or service to communicate in order to resolve the support case.

Abstract: A report creation device includes a device information acquisition unit configured to acquire device information about a device; a failure information acquisition unit configured to acquire failure information about failure that occurs in the device; a person information acquisition unit configured to acquire person information about a person who handles the failure that occurs in the device, the person information indicating at least a contact number of the person; a creation unit configured to create a report based on the device information, the failure information, and the person information; and an output unit configured to output the report.

Abstract: A system for social care routing, prioritization and agent assistance for interfacing with a carrier network, a social listening device, a social network or proprietary social feedback apparatus, and a contact center and contact center database. Author postings, demographic information, sentiment, topical relevancy, and customer service requests and other data are used for prioritization, agent assistance and routing. A contact center database and a social network listening device or proprietary social feedback apparatus obtain information used in determining routing and tagging instructions. A user interface is connected to the system to accept configurable conditions for determining customer service instructions to the agents. A color-coded agent heads-up display for author and customer profiling and customer relationship management timeline is disclosed for effectively managing social posts and authors needing customer service assistance by agents at each target enterprise contact center.

Abstract: The present invention extends to methods, systems, and computer program products for providing a platform that enables a business to quickly and easily resolve complaints with its customers. The platform of the present invention provides a central location for accumulating complaints from customers of a business and presenting the complaints to the business for resolution. The platform also facilitates communication between the business and its customers to expedite the resolution of the complaints. In essence, the platform acts as a centralized intermediary between the customers and the businesses to promote the resolution of complaints in a fair and efficient manner.

Abstract: The method and system of the present invention include, responsive to a receipt of a customer input, customizing an agent interface menu. The customizing includes selecting a plurality of action items for the agent interface menu, and ordering the plurality or more action items in the agent interface menu. The customizing is performed using the customer input and an item of stored customer information. The method further includes presenting an item of the customer input in an agent interface. The agent interface includes the agent interface menu, a communication window, and a customer attributes display. Responsive to a selection of one of the plurality of action items, wherein the plurality of action items is presented by the agent interface menu, an input field in a form provided in support of an action selected from the agent interface menu is populated with the customer input received from the customer interface.

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for providing service and support solutions to a user device. A system is described that provides user centric solution system by connecting a user device to multiple solution channels. This includes receiving symptom information from the user device and combining that information along with diagnostic information from the product to identify the problem. The system can also provide solution options to the user based on the availability of each support channel and the products' or services entitlements and support policies.

Abstract: A system, software and a method are provided for management of service issues including knowledge articles, service designs, and performance metrics. Components are linked such that incremental real-time root cause analysis and problem solving may be provided. The system, software and method disclosed facilitate forensic analysis and techniques providing corrective re-design efforts to improve the service rather than short-term problem solving of reported service issues.

Abstract: In certain embodiments, a method includes accessing (1) a first complaint record comprising data generated by a first system of record for an enterprise, and (2) a second complaint record comprising data generated by a second system of record for the enterprise, the second system of record operating independently from the first system of record. The method further includes determining an association between the first complaint record and the second complaint record by identifying common information from the first complaint record and the second complaint record. The method further includes storing, in association with one another, the first complaint record, the second complaint record, and the determined association between with the first complaint record and the second complaint record.

Abstract: Embodiments of the invention provide systems and methods for handling of customer service questions or requests within a customer relationship management system. According to one embodiment, a method of routing of customer service questions or requests within a customer relationship management system can comprise registering each of a plurality of users of the customer relationship management system. A customer service request may then be received from a user of the plurality of users. The customer service request can include a question. The request and the user making the request can be analyzed. Based on the analysis of the request and the user making the request, the request can be routed to at least one of predefined content of the customer relationship management system, an agent of the customer relationship management system, or a community comprising at least the registered plurality of users.

Abstract: A system and method for automated customer feedback allows for automatically collecting and analyzing customer feedback data regarding customer satisfaction and customer task completion with respect to self-service applications and live agents. When contacting a customer service center, customers provide one or more customer tasks. The customers are routed within the customer service center based on the customer task and/or one or more customer characteristics. While interacting with the customer service center, the customers are automatically asked one or more specific survey questions relating to the customers' interaction with the customer service center and the customers' satisfaction levels. The customers provide one or more survey responses to the survey questions. The survey responses are recorded and analyzed in order to modify and update the customer service center and the survey questions in order to increase customer satisfaction and increase customer task completion.

Abstract: A method for providing peripheral technical support is revealed. A search of a peripheral technical problem is performed by a first server or a second server so that a peripheral supplier provides a firm a peripheral technology solution the firm required. Moreover, an external technology solution obtained by the second server is stored in the first server so as to expand the first server. While providing the solution for the problem of the external technique, the peripheral supplier also provides the firm a peripheral technical report or a peripheral technical model. Thus a better technical support is offered, allowing the firm to solve the peripheral technical problem the firm encountered.

Abstract: A method for facilitating and providing service to a customer at dealerships or repair centers. The method includes, providing a console at the service center; providing a database having vehicle history records; receiving at least one search criterion from a customer identifying his vehicle; retrieving the vehicle history records for vehicle identified as satisfying the at least one search criterion; identifying a service record in the database, the service record being indicative of ownership of the vehicle; receiving from the customer at least one concern related to a vehicle defect in performance or a service selected from available services; generating a service report based (i) on the correlation between the diagnostic information and a database of diagnostic solutions and (ii) the prices of the selected services; forwarding electronically the service report to a technician for review, and collecting the vehicle from the customer.