Abstract: A display image generation unit (59) generates a portion changed within a sheet image on the top as data of a display image in a case in which there is a change operation by an in-sheet display area change unit (57), and generates data of an image showing a state in which sliding is gradually performed from a sheet image layered on the top to a sheet image subsequently layered as data of a display image in a case in which there is a change operation by a between-sheet display area change unit (58). A display controller (60) executes to control to display a display image generated as data on a display area of a display device (17).

Abstract: A skill finder service receives directly from a user or through a social networking service a request for help with an asset. The skill finder service finds users skilled in the asset from asset data collected by an asset management service. The skill finder service searches the asset data for assets that match the asset in the request, and for each matching asset, determines the user who owns the matching asset. The skill finder service creates a list of skilled users and sends the list to the requesting user. The requesting user can contact one or more of the skilled users for help with the asset. The skill finder service uses existing data typically obtained by asset data management services to provide a valuable service to users. Further, by using the asset data to find skilled users, the skill finder service lessons or eliminates the need for user-entered expertise listing.

Abstract: Methods and systems for resolving problems are disclosed. The methods and systems receive a communication regarding a first symptom of an underlying problem. In addition, the methods and systems perform operations to resolve the problem. If the problem is resolved, the methods and systems identify the problem by comparing the performed operations to a model. The methods and systems wait for a first amount of time and, after waiting for the first amount of time, determine whether a second symptom indicative of the problem is present. In some embodiments, if the problem is present the methods and systems attempt to resolve the problem. In addition, in some embodiments, if the problem is not present, the methods and systems mark the problem as resolved.

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: A method for controlling access to a storage unit owned by an owner, wherein a renter has access to the storage unit unless the owner receives the legal right to deny the renter access to the storage unit and decides to do so. In this method, the storage unit is secured by a lock that is, at least in part, controlled by the renter. A remotely controllable lockout assembly, however, is capable of over locking the storage unit so that the renter can no longer gain entry when the lockout assembly is activated. The method includes remotely controlling the lockout assembly to deny the renter access to the unit when the owner receives the legal right to deny the renter access to the storage unit and decides to do so.

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

Abstract: Unique customer identification and behavior is linked between either concurrent or sequential channels of engagement. Unique identifiers are created, captured, and/or passed between these multiple contact channels, e.g. Web, mobile, IVR, phone, automotive, television, to identify and tag the customer and their context, e.g. history, pass behavior, steps progressed, obstacles and/or issues encountered, etc., uniquely.

Abstract: An improved technique involves providing a decision procedure to determine whether an unsolved customer problem goes to a public problem-solving forum or internal support. For example, when a support center receives a customer problem and determines that the problem does not have a known solution, it assigns a severity weight to the problem based on a description of the problem. Along these lines, suppose that the call center receives a customer problem regarding excessive down time. When the call center places the problem into a “downtime” classification, the call center counts how many other unsolved “downtime” problems are awaiting solution. If there are not many similar problems awaiting solution, then the call center assigns a high severity level and assigns the task of solving the problem to a public forum, such as a crowdsourcing application.

Abstract: The present invention provides a video communication system including a kiosk for recording video messages created by a user and a database for storing and providing access to the video messages. The kiosk includes a user interface for receiving user information such as name, address, email, and other identifying information. The kiosk further includes a message-recording device for recording a user video message. The video message and user message data are uploaded to a database. The database reconnects with the user through the user information to allow the user to access the video message. In an embodiment, the database sends an email web link to the user. The user may view the video message by opening the email web link and viewing the video message on an internet website.

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

Abstract: In various embodiments, virtual universe regions are dynamically generated within a virtual universe based on user requests. Dynamic generation allows virtual universe users or “residents” to create virtual universe regions that are tailored to their desired specifications. Additionally, in some implementations, virtual universe users may have the option to instantly discard or retain a created region after evaluation based on whether the region meets the user's expectations. Furthermore, dynamic generation of regions may increase user satisfaction and provide additional means for revenue generation for the virtual universe administrator and for virtual universe businesses and entrepreneurs.

Abstract: According to one aspect, in response to a request from a mobile application running at a mobile device of a customer, a personalized page is transmitted to the mobile application, the personalized page including a list of products retrieved from a customer profile of the customer. Each of the products is associated with one or more communications channels preferred by an associated client, which are retrieved from the client database. A live support request is received from the mobile application initiated from a selected product of the personalized page, the live support request including a selection selecting one of the preferred communications channels listed on the personalized page. A live communication session is established between the customer and a support agent using a selected communications channel for live support services to the customer concerning the selected product.

Abstract: A system, apparatus and method for dynamic resource allocation is provided, where a network resource shared by a plurality of electronic devices having unique service profiles and unique billing profiles is monitored. Allocation of the shared network resource as well as the service profiles and billing profiles are dynamically modified.

Abstract: A customer support system exchanges customer data, such as the customer's identity, activity, etc. across multiple channels to enable better customer service. A further embodiment of the invention collects user interaction data from non-CCS channels, such as Facebook® posts, and predicts the intent of customer to provide services to the customer accordingly.

Abstract: The present invention provides a method of Internet real-time customer service, including the steps of: providing an online customer service system connected to Internet; providing an exclusive login data to the website operator registering to the online customer service system; for customer service staff of website operator using the exclusive login data to log in to the online customer service system for the online customer service system to enable customer service staff of website operator able to monitor the website; and when visitor visiting the website, the online customer service system providing a plurality of interaction channels between the customer service staff and the visitor as the basis of interaction so that the customer service staff and the visitor able to select from a plurality of interaction channels for interacting with each other.

Abstract: A method and system for providing a service session using a call include: initiating a first call between a caller and a callee according to a callee address record; establishing a voice communication session during the call; modifying the caller address record; and initiating a second call between the caller and the callee according to the modified callee address record. A behavior of the second call differs from a behavior of the first call. In one embodiment, the callee address record is modified according to a modification request. In one embodiment, the callee address record includes at least one session initiation entry. The session initiation entry includes a session address attribute with information for establishing the communication session, a session communication method with a protocol used for the communication session, and a session data attribute with data information for sending over the communication session based on the session address attribute.

Abstract: System, arrangement and method for providing information regarding network events associated with a subscriber in an access network. A customer care session is initiated between a customer care unit and a data warehouse. The session is referring to an identity of said subscriber. A subscription to network events associated with the subscriber is done, where the data warehouse subscribes to a stream of ongoing network events. The content of the stream refers to the identity of the subscriber. Information is received regarding ongoing network events which are triggered by one or more communications between a terminal of the subscriber and a network element in the network. The information is provided to a customer care agent.

Abstract: The present invention relates to customer relationship management systems integrated with social media and social networks. More particularly, the invention provides a social customer care platform system to allow customer care functions, and in particular to allow customer service agents to identify, prioritize, match and triage customer support requests that may arise through a social network and may be serviced using a social network. It manages and tracks a high-volume of customer interactions and provides for monitoring of Internet social network posts relevant to a business's products or services along with the ability to capture, monitor, filter, make sense of and respond to, in real-time, tens of thousands of social interactions. It comprises role specific user-interface and functionality to match customer service environments, automated prioritization and matching for increased agent productivity, and an automated enterprise workflow to align social media support with existing business processes.

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

Abstract: An embodiment of the invention takes advantage of the fact that the intuitive power of a self-serve app lies in constant learning. The app must quickly evolve to predict customer needs and provide the right content to the right customer. In an embodiment, Web and mobile self-serve apps are optimized by leveraging the chat data of drop-off customers from each screen of the app. In an embodiment, self-serve drop-off data is combined with chat data, the customer's identity data and Web log data to provide a powerful source for driving the targeting and content optimization of the app.

Abstract: A method and a web-based system is provided that enables a customer service center of a company to provide its customers with a choice of different modes for establishing contact with customer service representatives. The different modes of contact are displayed on a single web page. The modes of contact include, but are not limited to call, chat, e-mail and Internet talk. Further, the system provides information regarding the estimated wait time and the less busy time for the modes of contact. In addition, the system and method provide means for conducting a search in a knowledge database for automated responses to queries from customers. The system and method enables the customer to provide feedback for each interaction with the customer service center through the web page. Further, the system and method enable the storage of all interaction between each customer and the customer service center.

Abstract: In a method for correlating charges in a service layer and a network layer, first charging data is determined for a service layer based on content or a service purchased for a user. Second charging data for a network layer is determined based on transmission for the content or service. The first and second charging data, with any respective metadata, are correlated in order to generate a single bill for the user. This bill may be for the transmission as well as the purchase of the content or service. In the correlation, charges for the network layer and/or the service layer may be changed based on the correlation. For example, duplicative charges such as charging for the content and the traffic used to download the content may be correlated and one of the charges may be changed or removed.

Abstract: An embodiment relates generally to a method of providing technical support. The method includes providing for a plurality of technical groups. Each technical group specializes in a technical area and is comprised of a plurality of senior and junior members. The method also includes receiving a technical issue and routing the technical issue to a selected technical group based on the technical area of the technical issue. The method further includes generating a solution to the technical issue from the selected technical group.

Abstract: Systems and methods for enabling communication between a user and at least one entity by a communication service are disclosed. In one example, the method comprises providing at least one predefined text string for display to the user on a device, the at least one predefined text string comprising an inquiry to the at least one entity, receiving a structured text input associated with the at least one predefined text string, and transmitting a message to another device having the at least one predefined text string and the structured text input to the at least one entity.

Abstract: A method is disclosed for determining that a consumer is within an area encompassing a merchant. A visual description of the consumer is transmitted to the merchant. Consumer status information is transmitted to the merchant. The method may include determining that the consumer satisfies offer criteria. A promotion offer may he transmitted to the consumer. The merchant may use the visual description or consumer preferences to offer the consumer a personalized product or service.

Abstract: A support center receives a first request from a mobile device requesting a support service and establishing a communications session between the user of the mobile device and a support agent to allow the support agent to provide the support service to the product. The support center receives a message associated with the product from a vendor providing the product, the message identifying at least one of a promotion, a reward, a suggestion of an accessory, and a recall of the product. The support center accesses a set of rules associated with the product to determine whether the message associated with the product should be routed to the user, where the rules have been previously configured by the user and stored in the database, and transmits the message to the mobile device if the rules permit.

Abstract: A user enters into a subscription to receive footwear having one or more specified performance characteristics. As the user finishes wearing one set of footwear, the user can obtain a replacement set of footwear that also will have one or more specified performance characteristics. The performance characteristics may be consistent for each set of footwear provided according to the subscription. Alternately, the footwear performance characteristics may vary over the life of the subscription. Thus, the footwear provider may periodically obtain biometric information describing the user's athletic activities or performance. The footwear provider then can tailor the performance characteristics of footwear provided under the subscription to match the user's athletic activities or performance.

Abstract: According to various exemplary embodiments, a social media message posted by a user on a social media system is accessed, and a prioritization level is determined based on the social media message. The prioritization level may indicate a measurement of importance of the social media message. Further, the social media message may be inserted into a prioritized message queue, based on the determined prioritization level associated with the social media message.

Abstract: A profiling engine is disclosed. The profiling engine collects information from a variety of sources in real time and stores the information in a profile. The profile may have a number of layers, each layer having a number of categories. The profile is made available for use by applications and services.

Abstract: This application is for an audio message-driven customer interaction queuing system for any public web page to allow web page visitors to utter questions into a browser-resident recorder application. The questions queue along with originating web page information and are distributed to customer service agents. These agents research the question, using web page as reference, and respond with an audio message, played upon the recorder application by the user after some brief service interval. The invention includes client, server and agent elements. The Client resides in a standard browser on a PC and consists of a Macromedia Flash interface driving an ActiveX control and JavaScript using audio encoding/decoding codecs. The Server consists of Java Servlets, Enterprise Java Beans, a web and application server and generic database technology. The Agent consists of a browser partitioned into areas to accommodate customer URL viewing, Connection Management, and a Client for message playback/record/send functions.

Abstract: An approach is provided to gather items of usage data that pertain a number of instrumented software modules that are included in a software offering. The usage data is gathered from a number of customer installations of the software offering. Usage statistics are computed for the software modules and are used to determine support levels for the instrumented software modules. In another aspect, an approach is provided that detects execution of the software modules included in a software offering. Usage statistics are recorded in a local data store. One of the usage statistics is a module identifier that the software module that was executed. In addition, the usage statistics track the number of times each of the software modules was executed. The usage statistics are periodically transmitting a computer network to a software provider that develops and maintains the software offering.

Abstract: Embodiments of the invention are directed to a call center system providing network metrics based off of an individual's social networking connections, and more particularly embodiments of the invention are directed to methods, apparatuses, and computer program products for providing a recommendation to an individual contacting the call center, based on the reason the customer is contacting the call center and the customer's network metrics. The network metrics include analyzing an individual's social networks and the social network of connections associated with the customer. In this way, recommendations, such as a promotion, product, service, or response to the communication to the call center may be tailored to network metrics of an individual from social networks.

Abstract: According to one aspect, a first request is received at a services application programming interface (API) of a support center from a first user for a first product provided by a first client. A second request is received at the services API of the support center from a second user for a second product provided by a second client. A first knowledgebase (KB) associated with the first client and a second KB associated with the second client are identified. A third KB that contains information common to the first product and the second product is identified. The first KB and the third KB are enabled to be accessible by a first agent assigned to provide support services of the first product. The second KB and the third KB are enabled to be accessible by a second agent assigned to provide support services of the second product.

Abstract: One aspect of the present invention is an online method for advising a customer on service needs and facilitating the scheduling of a vehicle service appointment. The method can comprise receiving a service inquiry, receiving input information regarding potential service of the vehicle, transmitting an open appointments request to a dealer management system (DMS), receiving a plurality of open appointments from the DMS, causing display of the plurality of open appointments wherein one of the plurality of open appointments is selected as an appointment request, and transmitting the input information and the appointment request to the DMS to facilitate the scheduling of the vehicle service appointment. The last four steps outlined can be conducted in substantially real-time.

Abstract: A method for troubleshooting and providing technical support using a real-time transmission of audio data and video data. The method can include receiving a signal associated with a problem of a piece of equipment, instrument or machinery; in response to receiving the signal, initiating a communication channel capable of transmitting troubleshooting information between a user at a local site of the piece of equipment, instrument, or machinery, and at least one service representative at a remote site; transmitting information between the service representative and the user relating to the equipment, instrument, or machinery for purposes of troubleshooting the problem; and uploading a video of troubleshooting for the user relating to the equipment, instrument, or machinery taken at the local site. Accordingly, the method can be used to transmit and capture real-time fault diagnosis, troubleshooting analysis, and repair of equipment, instruments, and appliances.

Abstract: This disclosure concerns an effective utilization of a self-care online portal containing enriched customer experience. Here the portal upon receiving a validated search string relevant to an issue faced and entered by the user through a web interface, displays the relevant information retrieved from the database by the server on the web interface thus enabling the user to resolve the issue by self-based on the retrieved relevant information. The user then gets rewarded for successful self-resolution of issue. Additionally, the user also gets an option of initiating one or more interaction channels comprising of but not restricted to a multimedia session or an audio conversation using a communicating device or a web enabled user discussion forums to further help in resolving the issue in a time effective optimized manner thereby creating an enriched customer experience.

Abstract: System and methods are provided for handset diagnostics. A dialer component intercepts a connection request associated with an entered number, and determines whether the entered number is associated with a specified service. If the entered number is associated with the specified service, a service component presents service options on a user interface of the handset, receives a selection of at least one of the service options, determines handset data based on the selection, and wirelessly communicates the handset data to a server associated with the entered number. The service component may connect the handset to the entered number, wherein the server may promote providing the specified service based on the communicated handset data. Alternatively, the service component may send a message to the user interface to indicate that the server provides the specified service based on the communicated handset data.

Abstract: A system and method provide a way of improving customer satisfaction with a customer service application by identifying tuning opportunities based on customer satisfaction scores. The system and method compare portions of the customer service application to a customer satisfaction score obtained from a customer satisfaction survey. The comparisons show, statistically, which portions of the customer service application correlate to a low customer satisfaction score. A report is produced which identifies these areas that correlate to low customer satisfaction, and these areas may be tuned to improve customer satisfaction with the customer service application.

Abstract: A method and apparatus for providing support for an Internet-based service. One embodiment of the method comprises gathering user information related to one or more of user identification, user hardware, user software, or browsing session information, and displaying agent contact information and a PIN, the PIN associated with the user information to enable an agent to access the user information to support a user's interaction with the agent. The apparatus comprises a user computer for executing an applet for gathering user information related to one or more of user identification, user hardware, user software, or browsing session information. A web server for coupling agent contact information and a PIN to the user computer, the PIN associated with the user information to enable an agent to access the user information to support a user's interaction with the agent. The user computer displays the agent contact information and the PIN.

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

Abstract: A method and system for use in allowing a content or service provider to establish an anonymous profile of a consumer using at least one request sent by the consumer through a communication network. The request sent by the consumer includes identification data of the consumer. The identification data is substituted in the network with an alias so as to anonymize the request. The identification data is not accessible to the content or service provider and there is a correspondence between the identification data and the alias.

Abstract: System and method of diagnosis of incidents and provision of technical support in a communication service which gathers information both from the user and from previous incidents whose information is stored in a database, and provides an identification of the problem, as well as a solution if possible, by dynamically determining data about the incident and requesting information according to the data.

Abstract: Systems and methods for managing feedback from customers, especially feedback which has been posted on social media websites or submitted electronically from a mobile device. Specific social media websites are automatically monitored for comments regarding a specific brand. Customers who posted comments are contacted with an invitation to provide more details regarding the comment. A link to the brand's website or to a specific feedback application is provided to the customer. Once the customer logs in to either the website or the application, the customer can provide more details regarding the comment and this feedback is assigned a ticket. The feedback associated with the ticket is then routed based on the content of the feedback.

Abstract: Disclosed are various embodiments for courier management. For example, in one embodiment, a courier application is executed on a mobile computing device to retrieve a list of stops associated with a courier from a computing device over a network. The list of stops includes a plurality of orders to be delivered, wherein a customer location is associated with each order. The courier application generates user interfaces to facilitate a confirmation that items associated with orders have been delivered, to facilitate an input of a review of the performance of the courier, and to perform other functions.

Abstract: A current transactional context of a user of a business software architecture can be detected, optionally in response to a guidance request received from the user. At least one matching business process feature related to the current transactional context can be determined by comparing the current transactional context with process metadata in a process repository, and the matching business process feature can be compared to scenario metadata defining a set of business process features that are part of each of a plurality of business scenarios within the business configuration to identify at least one matching business scenario containing the matching business process feature. In a user interface, the at least one matching business process feature and the identified matching business scenario that contains the at least one matching business process feature can be highlighted.

Abstract: Systems and methods for providing technical support sessions to aid clinicians and other end users employing clinical applications are provided. In accordance with one method in a clinical computing environment for requesting a technical support session between a client device and at least one support device, a command to request the technical support session is received. Clinical context information associated with the client device is accessed. A request for the technical support session is communicated. In addition, the clinical context information associated with the client device is communicated.

Abstract: A method and computer readable medium are provided for monitoring customer support sessions based on at least one category associated with the customer support sessions. A request from an administrator for information associated with unresolved support sessions is received. A set of support categories is presented to the administrator. A selection of at least one support category is received from the administrator. A set of first level customer support agent identifiers associated with at least one support session queued under the at least one support category which has been selected is presented to the administrator.

Abstract: Enabling organization information and consumer information are received from a customer. Benefit information is provided, pertaining to benefit(s) offered by one of a plurality of enabling organizations. In a memory of a computer system, the consumer information, enabling organization information, and benefit information are stored. A rating of one of the benefits offered by that one enabling organization may be received from an affiliate of that enabling organization different from the consumer. Consumer interest data, enabling organization information and benefit information are analyzed automatically in the computer system to determine whether any enabling organization to which the consumer is affiliated is offering a benefit for said consumer that is applicable to the consumer interest data. A message is displayed to inform the consumer of an available benefit applicable to the consumer interest data. An indication to save that available benefit may be received, and that available benefit may be saved.

Abstract: The present invention is directed to presenting customer service representatives to a virtual universe client. A method for presenting a customer service representative (CSR) to a virtual universe client includes obtaining a preference(s) of the virtual universe client, and then presenting a virtual universe customer service representative (CSR) to the virtual universe client, based on the preference that was obtained. The invention allows virtual universe clients (“clients”), or customers, to experience consistent interaction quality with virtual universe CSR's, based on the client's stated preferences and/or interaction history in immersive support centers. This provides for consistency in the CSR experience for the client in that a virtual universe CSR may be staffed by varying human presences “behind” the avatar.

Abstract: Described herein is technology for, among other things, an electronic services marketplace. The technology involves establishing a first tier of service providers, establishing a second tier of service providers, routing a service order to the first tier of service providers, and routing the service order to the second tier of service providers if the service order is not accepted by one of the first tier service providers.