Abstract: Providing troubleshooting information at a customer premises equipment device to be used with a service provided by a service provider includes storing operating instructions on a local storage of the customer premises equipment device. A search request is received, from a user of the customer premises equipment device, for operating instructions for resolving an issue related to the customer premises equipment device. A display screen displays a guided tutorial for implementing the operating instructions for resolving the issue. Assistance information, obtained by the service provider, is provided to the customer premises equipment device when implementing the operating instructions for resolving the issue does not resolve the issue.

Abstract: Techniques for role-based service operation status reporting to clients are provided. In one aspect, a method for reporting a status of a service operation to a client is provided. The method includes the following steps. A sequence of business process steps involved in performing the service operation is identified. One or more abstractions of the business process steps are made, each abstraction containing a sequence of a fewer number of steps than the business process, wherein the number of steps in each of the abstractions correlates with a level of detail about the service operation. The status of the service operation is reported to the client based on a given one of the abstractions having the level of detail best suited to a role of the client.

Abstract: A system and methodology for communication between a service provider and a service recipient relating to services is described, such that for a particular task or project, interaction and feedback between the respective service provider and service recipient is provided by the system in a manner that enables service recipient satisfaction to be accurately communicated to the service provider and documented by the service recipient. The system is modifiable and customizable to facilitate communication between a service provider and a service recipient in various industries.

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

Abstract: A customer support flow system and method is described. In one example, a method includes, receiving an inquiry from a user, forwarding the inquiry to a public user group. Forwarding the inquiry to a customer support agent, applying the inquiry to previously received comments, receiving a comment to the inquiry from at least one of the public user group, the customer support agent, and the applying of the inquiry, and displaying the received comments to the user on a single display.

Abstract: A system and method for operating a product return system. One or more electronic devices are received from a carrier at a return provider. A determination is made whether the one or more electronic devices include customer personal information. The one or more electronic devices are quarantined in response to determining the one or more electronic devices include CPI. The one or more electronic devices are processed in response to determining the CPI has been removed.

Abstract: Systems and methods consistent with the invention relate to providing customer care metrics. According to one exemplary embodiment, a computer-implemented method for generating customer care metrics associated with a terminal device is disclosed. The method receives a first set of customer care data including identity information of the terminal device. The method electronically integrates the first set of customer care data with a second set of customer care data collected from the terminal device, to produce a set of integrated data. The method also removes the identity information from the set of integrated data, and generates customer care metrics based on the integrated data.

Abstract: In this specification, online communities also referred to as forums, are used as a customer support tool. Users of the forum post questions and replies. In some embodiments users can vote on the replies. The authorized personnel can add an entry in a database based on the forum content. In an embodiment, such an entry could be in customer case management system when a question is not well answered or not answered at all and needs attention of customer support agent. In another embodiment, the entry could be in a knowledge base management system when a question is well answered and is considered to be potentially useful for many forum users. Any of the above embodiments can be used independently or together with any combination of other embodiments.

Abstract: A process includes storing on an end user device (EUD) one or more notification actions corresponding to one or more notification requests, the EUD being associated with a service plan having a network service usage limit; performing a device action that reflects a past or intended use of the one or more network services; receiving by the EUD one of the one or more notification requests from a network element in response to the device action; performing by the EUD one of the one or more notification actions in response to the one of the one or more notification requests, the one of the one or more notification actions causing the EUD to retrieve a notification message portion associated with a status of the use, the portion being separate from the one of the one or more notification requests; and presenting the notification message on an EUD user interface.

Abstract: This disclosure relates to systems, devices, protocols, and processes for retrieving, accessing, and presenting information of energy usage using a distributed storage process and distributed logical services to provide a user with real-time energy usage information and visualization.

Abstract: Embodiments of the present invention relate to a business continuity system and method where conditional profiles and processes can be set for multiple contact centers with a set of object types while each contact center object is capable of responding uniquely to a changed condition. In accordance with one embodiment, there is provided a contact center management system for managing conditions in a contact center, the system comprising a computer system database for storing conditional profiles, each conditional profile corresponding to a set of varying types of objects associated with a contact center; a condition monitoring unit for receiving condition notifications from the contact center; and a response unit for responding to a received condition notification with a corresponding conditional profile having the set of objects associated with that conditional profile, wherein multiple object types in the set of objects are capable of uniquely responding to the received condition.

Abstract: A system and method for providing and updating shipping information with respect to a supply order. A supply order with respect to a shipping package can be placed into a helpdesk unit via a client device. A tracking number with respect to the supply order can be entered into the client device in order to retrieve the current status of the supply order. The helpdesk unit can contact a shipping company via an application programming interface and provide an end customer with latest information regarding the current status of the supply order directly on a client device local user interface. Such information can be updated on a regular basis via an Internet connection back to the shipper's application programming interface.

Abstract: Customer support involves multiple levels of support, where customer support personnel at higher levels have more experience and a higher cost associated with their services. A random assignment of support personnel to a problem, at lower levels, can lead to multiple call transfers, a customer being put “on hold”, ineffective resource utilization, and high service costs being billed to customers. Functionality can be implemented to assign a support person to resolve the customer's problem based on a multi-dimensional dynamic social network database of resources (e.g., personnel experience, success rate, skill set, social network, etc.) which allows for efficient assignment of support personnel to a problem. Routing a customer call to the most appropriate support person at a given level before determining support personnel at higher levels can ensure optimization in terms of return on investment and resource utilization. Optimally selecting and assigning support personnel can also ensure customer satisfaction.

Abstract: Faults in technical facilities are oftentimes unanticipatable and unplannable. For the operator of a facility, it is therefore always uncertain when and at what level costs will be incurred for fault rectification. A method is therefore proposed for rectifying faults in technical facilities by which for a defined period of time, and for a number of facility components which are defined before the period starts, the rectification of faults is undertaken by a technical service organization, for which purpose an operator of a facility pays the service organization a defined sum of money for the defined period of time, whereby the costs of fault rectification during the defined period of time are then met by the service organization, up to level of the sum of money, and costs over and above this are met by an insurance company. The facility operator then has from the outset costs which can be estimated and planned, and need not establish separate reserves.

Abstract: A system and method provide a way of improving customer satisfaction with an IVR by identifying tuning opportunities for applications of an IVR system based on customer satisfaction scores. The system and method compare portions of the IVR application to a customer satisfaction score obtained from a customer satisfaction survey. The comparisons show, statistically, which portions of the IVR 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 IVR.

Abstract: A method and apparatus for establishing a phone call between a potential customer viewing information on the internet and a sales agent includes the steps of receiving a message indicating that the customer wishes to be contacted and including contact information for the customer and other information, converting at least some of the information in the message to speech, establishing a phone call to the sales agents, playing the speech to the sales agent, establishing a phone call to the customer using the contact information in the message, and bridging the first call to the second call. In some embodiments, a text message such as email or SMS is sent in addition to the phone call to the sales agent or when the phone call to the sales agent cannot be completed.

Abstract: Apparatuses, methods, and systems for processing a customer support request for a game are provided. One method includes an operation for receiving a customer support request associated with a user. The customer support request is evaluated utilizing one or more service requests rules, where the service requests rules include a social gaming activity of the user and a behavior of the user while playing the game. Additionally, the method includes an operation for processing or denying the customer support request based on the evaluation of the customer support request.

Abstract: A technique includes providing a cost model to predict a total cost for supporting a computer-based product system. The cost model predicts preventive, reactive and deferred components of the total cost. The technique includes determining features of the support and computer-based product system based at least in part on the cost model.

Abstract: The present invention provides a technique for securely identifying devices that can interact by wired or wireless communication protocols. An transaction object is generated which contains details of an interaction between a pair of devices. The transaction object can subsequently be transferred to other devices to provide details of the interaction, thereby enabling the identity of the sending device to be determined by the receiving device, as well as other relevant information.

Abstract: In one implementation, the information available in social networking services is leveraged by a customer service agent. Recent social media posts by customers may be accessed by a call center server either at the time of a customer service request or ahead of time. If the customer has provided any information in the social media posts related to why the customer is calling in, the customer service agent can save valuable time that is usually spent finding the source of the problem. The call center server includes a communication interface operable to receive a customer service request including a customer identity and a controller configured to query at sources of social media postings based on the customer identity. The call center server may transmit the social media postings to a device for displaying the social media postings to the customer service agent.

Abstract: A virtual contract system is provided that can collect contract information for one or more products or support services. The information can be collected from one or more data sources including from service databases, BP databases, from equipment memory, etc. The information may be organized into a single “virtual contract.” To promote discussion and agreement on renewal of support contracts, the same virtual contract is displayed to the supplier/servicer and to the BP/customer. The display or user interface allows the servicer and customer to negotiate and approve the renewal contract and to agree on the sale of new products or services. Upon completing the negotiation, the virtual contract system can save the data regarding the virtual contract to the several data sources.

Abstract: Embodiments of the present invention relate to methods and apparatuses for responding to a problem associated with a self-service machine. For example, some embodiments provide a method that includes: (a) determining that a problem associated with a self-service machine occurred during a transaction involving the self-service machine and a user of the self-service machine; (b) prompting, via a user interface associated with the self-service machine, the user to submit a request, where the request is to receive, at a mobile device accessible to the user, a communication regarding the problem; (c) receive the request via the user interface; and/or (d) send the communication regarding the problem to the mobile device accessible to the user.

Abstract: Concierges at hotels and other establishments are often asked to assist with various reservations for restaurants, transportation services, golf, and other services. This invention is to connect concierges that sign up as members to this system process with service providers that also sign up as members to provide the services. The connection between these members facilitates faster reservations and better information between the concierges and service providers. The member service providers are able to quickly identify and report concierges that refer customers. The placement of reservations and the confirmation of reservations between members facilitate referral commissions that can be paid between members. Members can review transactions online and work together to provide better service to their guests, while understanding the value of working efficiently together.

Abstract: In a method, system, and computer-readable medium having instructions for providing distributed customer support, a customer care provider for a first business entity receives a request for customer care and the request may be handled by the customer care provider with a remedy, transaction information involving any number of transactions from a repository is accessed using a customer care credential and the repository comprises transaction information for a second business entity, and a limitation on the customer care provider is determined for providing the remedy using the transaction information.

Abstract: The likelihood of a problem report being escalated to a critical status in a customer service environment is predicted by receiving historical Problem Management Records for which associated problems have been resolved and final criticality statuses have been determined, analyzing the historical Problem Management Records using at least one trainable data mining process to produce a prediction output for each historical Problem Management Record, validating the prediction output against the final criticality statuses, training the data mining process according to the validation, and, subsequently, analyzing an unresolved Problem Management Record by the trained analysis module to produce a prediction indicator and a confidence indicator for unresolved Problem Management Record to be re-classified as critical status. The unresolved Problem Management Record is escalated to critical status level responsive to the prediction indicator and the confidence indicator exceeding a predetermined threshold.

Abstract: A system and method are disclosed for determining when to escalate from one support level to a higher support level in assisting a user resolve a problem with a device. The method includes storing information on past users' interactions with a self help server during prior self help sessions, the self help server providing a first remote support level for troubleshooting a problem with a device. Information is stored on a current user's interactions with the self help server during a current self help session for troubleshooting the current user's problem with a device. A determination of when to provide for escalation to a higher remote support level for troubleshooting the current user's problem with the device is based on the stored information on the past users' interactions and the current user's interactions.

Abstract: Provided is a method for converting a generic system into a specifically-branded system after the sale of an item. The method alleviates a supplier's inventory burdens by allowing the supplier to inventory generic items, rather than items specifically branded for a particular retailer. The items may be branded with the selling retailer's logo or indicia after the sale of the item. Furthermore, the item may be associated with a customer service system, which may also be branded with the selling retailer's logo after the sale of the item. The conversion of the item and customer service system from a generic item and system into a specifically-branded item and system may foster the relationship between the supplier and retailer and entice the retailer to maintain the relationship with the supplier.

Abstract: An attachment device is provided to be attached to each product and includes an option storing unit which stores a plurality of options indicating reasons for return, and a selection receiving unit which presents each of the options so as to guide a user to select one of the options as a reason for return of the product. The device obtains information specifying the selected one of the options as return reason information.

Abstract: A mobile implementation channel supports the processing of a request for requested information for a customer of a business. The request may be generated through a wireless terminal and include a customer identification of the customer. Profile information about the customer may then be accessed and the user identification mapped to a device type of the customer. When the profile information indicates that the customer should be invited to interact with a representative the business, an invitation message is directed through the corresponding mobile communication channel type to the customer's device of the customer. The invitation message may include contact information and the requested information. The contact information may then be utilized to establish a communications connection between the customer and the representative of the business. Otherwise, only the requested information is directed through the mobile communication channel type to the customer's device.

Abstract: A method and system for providing computer application support. The method comprises determining a set of installed applications on a source computer using a software manager module executing on a computer, generating a set of usage information for the set of installed applications on the one or more source computers, deriving a set of analysis results from the usage information using a software analysis module executing on a computer, generating a list of applications from the set of analysis results using the software analysis module, and providing the list to a destination computer.

Abstract: A computer system is configured to translate telecommunications trouble tickets. The computer system receives a native telecommunications trouble ticket from a first telecommunications trouble ticket system, and translates the native telecommunications trouble ticket into a master telecommunications trouble ticket. The computer system then stores first data from the native telecommunications trouble ticket in a database, and retrieves second data related to the native telecommunications trouble ticket from the database. Next, the computer system merges at least some of the second data into the master telecommunications trouble ticket, translates the master ticket into a first enhanced telecommunications trouble ticket configured for use by the first telecommunications trouble ticket system, and sends the first enhanced telecommunications trouble ticket to the first telecommunications trouble ticket system.

Abstract: The APPARATUSES, METHODS AND SYSTEMS FOR AN ONLINE BEHAVIOR MONITOR (“OBM”) transform user social-gaming behavioral pattern data via various OBM components into online social-gaming experience customizations. In one embodiment, upon receiving a customer service request from a user, the OBM may obtain, for processing the customer service request, user social graph data identifying co-users, social networking action identifiers and associated social networking action timestamps; user online gaming action identifiers and associated gaming action timestamps; and customer service request evaluation rules and associated request evaluation score thresholds. The OBM may generate social-gaming activity timelines for the user and the co-users using the gaming action identifiers, social networking action identifiers and timestamps. The OBM may generate a social-gaming activity thread for the user using the social-gaming activity timelines.

Abstract: A user such as a customer or store employee uses a service finding node to generate a request for information related to a desired service. The request is made on an input device such as a touch sensitive panel. The service finding node sends the request to an information source such as a monitor program executing on a store controller. In response, the requested information is transmitted to the service finding node and is presented to the user via an output device such as a display. In one embodiment the presented information is displayed on a map and includes location, distance, and status information as well as directions to one or more customer service nodes providing the desired service. In a second embodiment, the presented information includes directions to an active, operational, and staffed checkout station.

Abstract: Financial institutions are continuously seeking effective ways “to onboard” customers. As used herein, “to onboard” or “onboarding” refers to a financial institution building its relationship with a customer just after that customer signs up for, or otherwise consumes, a financial product or service offered by the financial institution. Embodiments of the present invention provide apparatuses, methods and computer program products for onboarding customers. For example, according to an embodiment, the present invention provides an onboarding hub that onboards customers by helping customers set up and use an online banking website to manage their account(s).

Abstract: Methods and systems for providing information to a mortgage recipient or other customer of a financial institution. A system identifies potential customer inquiries and provides a list of scripts responsive to the potential customer inquiries. If none of the scripts address the customer's inquiry, the customer specifies the inquiry and an additional list of scripts is generated. The scripts include scripted text, account information, and financial transaction information. In one variation, the customer accesses a website maintained by the financial institution and views a script responsive to the inquiry. In another variation, the customer telephones a customer service agent who selects a script responsive to the inquiry, and reads the script to the customer. In yet another variation, the script is provided to the customer via an Interactive Voice Response system.

Abstract: A system for creating rich content displayable on a webpage. The system includes content files stored on a server and an editor displayed by a client in a Rich Internet Application (‘RIA’). The editor has a region into which content objects may be inserted to create a rich content item. At least a portion of the content objects are linked to content files stored on the server. The system generates a code segment operable to generate a display on a webpage based on the rich content item that does not use the RIA. The display is substantially equivalent to the rich content item displayed in the editing region using the RIA. The code segment is configured to be search engine friendly. The system may broadcast a common Rich Content item between a Broadcaster and a viewer both of whom may edit the Rich Content item at the same time.

Abstract: A method for assisting an agent supporting a contact center is provided. The method includes obtaining one or more contact offer factors, determining a contact offer time for the agent supporting the contact center based on the one or more contact offer factors, and providing the contact offer time to the agent. The contact offer time defines when the agent will receive a contact offer.

Abstract: System and method for automatically providing tailored customer services at a point-of-sale location. An identity of a customer approaching the point-of-sale location is automatically determined using an auto-identifying technology. Stored customer activity data corresponding to the identified customer is automatically accessed using a computer-based system operatively interfacing to the auto-identifying technology. At least one tailored customer service is automatically generated for the customer by processing at least a portion of the accessed customer activity data using the computer-based system.

Abstract: A server receives a customer service request and customer identification information associated with the customer service request. A home location of the customer is identified based, at least in part, on the customer identification information. An interactive voice response application is selected based, at least in part, on the home location. The selected interactive voice response application is provided to a voice portal, wherein the voice portal services the customer service request.

Abstract: Methods and hardware systems are described to enable an online customer to easily track or find the status of his purchases or inquires from various merchandisers without having to individually recall each merchandiser-sent emails. A software tool, operating under a hardware environment, is utilized by the customer to provide “one-stop” status and tracking facilitation. From the customer's perspective, this will make it significantly easier to keep track of various on-line purchases, etc. From the merchandiser's perspective, this will provide a direct link to the customer's desktop or interface, which bypasses the need for the merchandiser to pay for third party search engine clicks, and so forth.

Abstract: A device, system, and method is disclosed. The device may be a photographic asset that may include one or more functional features configured to enable the photographic asset to perform one or more functions. The device may have a memory configured to hold a photographic asset identifier. The device may include a communication mechanism which may be configured to couple with a data handler and to provide the asset identifier to the data handler, and to receive a licensure status from the data handler, the licensure status obtained from a cross referencing of the asset identifier against a license flag in a database. The database may include a copy of the asset identifier and the license flag, the license flag may include the licensure status.

Abstract: A server device includes an activity content evaluation unit, an activity pattern analyzing unit, an evaluation report creating unit, and an evaluation report sending unit, and is connected to an activity management information DB, which has activity management information for managing activity content of each salesperson registered. The server device evaluates the activity content of each salesperson based on the activity management information in the activity management information DB, and creates evaluation report information from the evaluation results.

Abstract: An approach for automatically generating system asset inventory discrepancies and matches and for identifying system asset accuracy information based on comparison of asset data in subsystems thereof, and for providing a list of actual assets based on comparison of trouble ticket information and a cumulative matching data set.

Abstract: A computer-implemented method, computer program product, and computing system for receiving a technical support inquiry from a third party concerning a technical issue associated with a multi-component product including a plurality of technical components. The technical components are produced by a plurality of entities. The technical issue is associated with one or more of the plurality of entities, thus defining one or more identified entities.

Abstract: A system and method for receiving a service ticket, determining a likelihood of success of re-testing the service ticket and performing additional steps, if the likelihood of success is greater than a predetermined re-testing threshold. The additional steps including determining a waiting time of the service ticket, adding the service ticket to a service ticket queue containing a plurality of service tickets, the service ticket queue being sorted by a waiting time of each of the plurality of service tickets, initiating performance of the service ticket, after an expiration of the waiting time, removing the ticket from the queue, if the performance of the service ticket is successful and re-start the waiting time, if the performance of the service ticket is unsuccessful.

Abstract: A computer-implemented method for determining, from a system including a plurality of data center resources, at least one configuration of data center resources for an implementation of an application. The method includes receiving application information and receiving information regarding known internal features up the data center resources. The method also includes provisioning the system of data center resources and creating possible configurations of data center resources for implementing application. The method also includes correlating models and data center resources to create an interrelated representation of the models and the data center resources. The models predict a relationship of parameters for the possible configurations.

Abstract: At a vendor-managed web site, purchasing information is received from a first terminal, including purchasing information that is customized for a customer. The customer includes first and second users having respective first and second levels of authorized access to the purchasing information. The first user is identified by a first identifier, and the second user is identified by a second identifier. To a second terminal, access at the vendor-managed web site is provided to: only a first portion of the purchasing information in response to receiving the first identifier from the second terminal which identifies the first user; and at least a second portion of the purchasing information in response to receiving the second identifier from the second terminal which identifies the second user. The second portion includes at least a part of the first portion and a third portion of the purchasing information. The part of the first portion includes at least a portion of the customized purchasing information.

Abstract: The present invention is directed to a method and apparatus of establishing a secure tunnel to provide customer support to a customer site. One example method of operating may include transmitting a help request from a customer device to a support server. The method may also include establishing a first portion of the communication tunnel between the customer device and the support server, transmitting credentials to a third party support worker device, and establishing a second portion of the communication tunnel between the third party support worker device and the support server based on the credentials.

Abstract: Systems and methods for prompting follow-up actions in response to a survey. According to some implementations, a computer implemented method includes receiving survey result information that is extracted from an automated survey offered to a survey recipient. The method also includes receiving an indication that one or more follow-up actions are warranted based in part on an analysis of the survey result information and providing a notification to one or more individuals responsible for performing the one or more follow-up actions.

Abstract: Systems and methods for managing service orders are disclosed herein. A computer implemented method, according to some implementations of the present disclosure, includes storing an estimated travel time and estimated time of arrival (ETA). The estimated travel time may be defined as an estimated period of time for a servicer to travel from a current location to a service destination associated with a customer who is to receive a service from the servicer. The ETA may be defined as an estimated time of day when the servicer is expected to arrive at the service destination. The computer implemented method also includes calculating a call-ahead time defined by a time of day when the customer is to be notified of the servicer's ETA at the service destination. The calculation of the call-ahead time may be based in part on a predetermined advanced-warning time period and the ETA.