Abstract: Systems and method for analyzing results of an automated survey are disclosed herein. According to some implementations, a computer implemented method comprises receiving survey result information, where the survey result information includes information extracted from an automated survey offered to a survey recipient. The computer implemented method also comprises performing an analysis of the survey result information and determining if the analysis of the survey result information warrants one or more follow-up actions with a customer.

Abstract: Devices, systems and methods are disclosed which relate to automatically detecting user dissatisfaction and billing a user accordingly. Systems for providing customer service to a user of a telecommunication network include a mobile communication device having logic for submitting a QoS complaint. A billing server on the telecommunications network retrieves a Service Level Agreement (SLA) for the user from a user account database. The billing server also communicates with a CDR database having CDRs associated with the SLAs. Some of the CDRs include QoS complaints from the user. A logic on the billing server references the CDRs. If the billing server determines that a user is not receiving the QoS that is defined in the SLA, then the billing server calculates a discount to apply to the relevant bill.

Abstract: A present invention for estimating a confidence interval includes: receiving a dataset comprising information on software product defects found by a first customer and a second customer, the information comprising numbers of cases of software product defects found by the first customer and the second customer; determining a probability for each case of found software product defect using the frequencies and a total number of software product defects found; determining a plurality of bootstrapping draws from the cases of found software product defects in the dataset; determining an array of conditional probabilities that the first customer may find a given software product defect given that the second customer found the given software product defect, using the numbers of the cases and the probabilities corresponding to the cases in each bootstrapping draw; and determining a confidence interval for the determined plurality of arrays of conditional probabilities.

Abstract: In an automated method system for coordinating navigations within two or more knowledge bases that would otherwise be functionally independent, context-continuity is maintained when an automated transfer is executed from a first knowledge base to a second knowledge base. The transfer is triggered by detection that the second knowledge base has a greater relevance to the user. As a result of the context-continuity, information acquired prior to the transfer is used to achieve a partial navigation within the second knowledge base. For embodiments involving Virtual Agents, the content-continuity includes simulating a continuation of dialog despite the transfer.

Abstract: Provided is a method of diagnosing a vehicle having diagnostic data. The method includes providing an automotive diagnostic tool sold to a user by a selling retailer. The automotive diagnostic tool is configured to download diagnostic data from the vehicle and upload the diagnostic data to a computer. The computer is configured to communicate the diagnostic data to a diagnostic database associated with the selling retailer (such as a private label website) upon establishing a communication link between the automotive diagnostic tool and the computer. A communication link is then established between the automotive diagnostic tool and the computer. In response thereto, a communication link is then established between the computer and the diagnostic database. The diagnostic data is thereafter communicated from the automotive diagnostic tool to the diagnostic database via the computer. The diagnostic database is arranged to map vehicle diagnostic data to a most likely vehicle fix.

Abstract: The present invention relates to a computer-based system that provides a method for real time data storage and retrieval for the purpose of verifying and validating sales transactions and product return/warranty repair eligibility. An electronic product registration system is provided which stores information on purchased products and which enables a retail store or the like to verify compliance with return policies prior to accepting a product for return or replacement, thereby reducing improper or fraudulent product returns under warranty, while also providing related functionality to third parties such as law enforcement agencies and the like.

Abstract: The Electronic Coupon Generation, Distribution, Reimbursement and Settlement System is a fully integrated system that is designed to coexist with paper based coupon systems and Internet sites that generate paper coupons and as warranted replace these coupon systems. The system is intended to be used by consumers who enroll and become active members and their representatives who initiate qualified shopping sessions at system supported point-of-sales sites. A proprietary database management enables manufacturers (or product controllers) to provide formatted information used by the system to generate electronic coupons and distribute them to consumers at point-of-sale sites controlled by participating merchandisers located throughout the country. The system supports the immediate reimbursement of consumers and reflects the coupons generated and reimbursement earnings on the register tape for a qualified shopping trip.

Abstract: The present invention contemplates a system whereby a service provider can service a large number of customers (millions) and connect them to their rented PC from millions of locations around the world. Many customers (10 to 100 thousand) can be connected simultaneously. The service provider is responsible for maintaining the latest PC Hardware and Software configurations available on the market instead of the customer. The rented PC operates in essentially the same manner as if one purchased and maintained their PC at home or office. Access to the individuals rented PC can be obtained from any existing PC, office network computer, a Web TV computer or other customer interface computer which has been authorized by the service provider. The current invention will greatly improve existing Client/Server systems being used to service large global offices.

Abstract: Systems and method for processing merchandise returns are described. In some embodiments, a sales receipt can be received in connection with a requested merchandise return. A receipt identifier can be used to locate sales data associated with the original purchase of the merchandise being returned, and a customer identifier (e.g., a customer loyalty number or a hashed credit card number) can be extracted from the sales data. Customer information, such as prior merchandise return data or prior purchase data, can be retrieved using the extracted customer identifier. The customer information can be used to assess the risk associated with the requested merchandise return for making a determination of whether to accept or deny the return request. Determinations can also be made for whether to provide the customer with a warning or with a coupon in connection with the merchandise return.

Abstract: A method and system for customer service and support integrated with social networks includes an Internet available server application where consumers and providers can create their profiles, integrate their profiles with existing social network profiles, and collaborate with each other on resolving consumer issues using a workflow engine supported with a rule engine. Consumers may be organized into consumer groups and into federations of consumer groups. Consumer issues may be voted on thereby raising the significance of an issue and/or building a provider's reputation based in part on resolved issues, issue votes, and by reviews and comments. Consumers manage their profiles. Provider profiles are predominately affected by resolved/unresolved issues or positive/negative reviews. Notifications are handled automatically based on configured workflow and rule engine and utilize internal messaging system, emails, SMS and other available social network services (e.g. Facebook, Twitter, etc.).

Abstract: An approach for automatically generating a status update for events on a trouble ticket is provided. Events on the trouble ticket monitored and a determination is made whether an event triggers a predetermined status update criteria. A status update is generated upon triggering of the predetermined status update criteria.

Abstract: Techniques for automatically documenting activity data in connection with execution of a ticket are provided. The techniques include receiving activity data in connection with execution of a ticket, processing the activity data to generate an output, and appending the processed activity data output to the ticket for ticket enrichment. Techniques for identifying a wrong choice of resolution code in connection with a ticket are also provided. The techniques include analyzing one or more previous tickets to determine a category in which a ticket belongs, determining whether a user-defined code is in variance with a system-suggested code, and sending an alert to a system administrator if the user-defined code is different than the system-suggested code.

Abstract: A method for using electronic product identification devices to track product sales and enable sales transactions to be registered in an electronic registration (ER) system without causing privacy or security concerns for the purchasers. RF-ID devices are placed on products being sold and include detailed information about the products. When the products are purchased, the detailed information is loaded into an ER database and all but a limited amount of information is removed from the RF-ID device. The limited information is sufficient to enable the detailed information to be located in the ER database by authorized individuals in connection with a return transaction or the like.

Abstract: A method for controlling access to a storage unit owned by an owner, wherein a renter can obtain and maintain rights to said storage unit by paying a first rental fee and subsequent periodic rental fee payments according to a schedule. 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 when said renter has failed to pay said periodic rental fee on schedule and a grace period has passed since said renter's rights to said storage unit have elapsed.

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: Techniques are described for facilitating delivery and adjustments of customer orders at a customer delivery site. A delivery courier is assigned a mobile field computing device for facilitating delivery and order adjustments of customer orders associated with that courier's delivery route. The mobile field computing device includes memory for storing customer order history data and delivery route data downloaded from a server system. The delivery route data stored in the mobile field computing device may be used by the delivery courier to facilitate delivery of the customer orders. Further, the delivery courier may use the mobile field computing device to process a variety of different order adjustment transactions at a customer delivery site.

Abstract: A method for implementing a customer relationship management system can include establishing a plurality of customer contact channels within a customer relationship management services system. A software component can be associated with each of customer contact channels. A shared software agent can be accessed by software components through a publicly accessible network. The shared software agent performs at least one data management task and displays at least one visual element within a graphical user interface of an accessing software component.

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: 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: The invention is a system for collecting, executing, tracking, and updating of customer service orders, or leads. The system remotely retrieves new leads from a third party database and assigns each new lead to a contractor based on criteria that can include the type of service and area where the service is required, and contractor resources and performance. The progress of each lead through completion of service is tracked and the third party database is updated accordingly. A contractor interface allows the contractor to access new leads and lead status. The system alerts a system manager to overdue leads. A system manager interface allows managers to track the status of the leads assigned to the contractors, the performance of the contractors and of the lead management system.

Abstract: Systems and methods are disclosed for providing sales or customer support using a telephone having a camera to capture at least a partial image of a product or service; wherein the at least partial image is used to select a database updated by one or more knowledgeable persons on the product or service.

Abstract: A system is provided for managing incoming communications placed in response to advertising, online content, and/or special service numbers. Information extracted from incoming communications can be received by a system server and cross-referenced with a database to obtain cross-referenced customer information pertaining to previous customer communications in the form of online communications, telephone calls, and/or in person customer meetings. The cross-referenced customer information can be passed to a client workstation and displayed to the user in the form of an industry-specific template formatted in accordance with the business needs of the user. The template can be automatically populated with the cross-referenced customer information. The user can view and update the customer information, thereby maintaining a retrievable record of the communication.

Abstract: Various disclosed help center features provide help to a user without a staffed help center, provide help to a user before the user recognizes the need, or create targeted commerce opportunities for a provider of goods or services. One help center feature provides a user with help that is specifically related to a component in the user's computer system and that is supplied to the help center feature by the component manufacturer. Another help center feature detects a condition that degrades performance, and hence user satisfaction, and alerts the user. Another help center feature detects an attempt by a computer system to inform the user of degraded performance and offers the user a solution. Another help center feature provides a user with a commerce opportunity specifically related to a component in the user's computer system and/or to the user's geographic location.

Abstract: A method is provided in which a user selects the characteristics of an agent with which the user wants to talk. The user is allowed to add a selection of agent characteristics to an online “shopping cart” and transmit the content of the shopping cart to the contact center. The contact center uses the transmitted information to find an appropriate agent for the user. The method can be provided as part of a preferential treatment of users. In accordance with some embodiments of the present invention, preferential treatment is provided on the basis of one of: (1) a characteristic of a user, (2) a characteristic of a transaction in which the user participated, (3) the availability of a selection of agent characteristics which was made by the user in a prior session with the contact center.

Abstract: In one embodiment, a system of notification management having a notification manager may comprise a memory configured to store instructions and to store information concerning a plurality of service providers and a processor configured to execute the instructions stored in the memory, wherein execution of the instructions generates a notification based on status information provided by a service provider. The processor may also be configured to: (i) receive contact information and a designation concerning a service provider from a customer, the designated service provider being selected from the plurality of service providers stored in memory; (ii) send an alert to the designated service provider, the alert concerning the customer associated with the received contact information; (iii) receive status information from the service provider in response to the alert; and (iv) send the generated notification to the customer using the received contact information.

Abstract: An electronic registration system facilitates authorized product returns and reduces the incidence of improper 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 then stored in a data base 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 pertinent sales information. A customer may also access a return authorization engine via the Internet to obtain return approval, an authorization number, return instructions, etc. to reduce retailer hassle.

Abstract: The invention in particular has as an object methods and devices for automated uploading of software, in a piece of equipment such as an aircraft, comprising the updating of the associated documentation. After having received (125) an indication relating to a modification of a software application, a command making it possible to perform the required updating automatically is transmitted (160) to a piece of equipment comprising this software application. In response, an indication relating to the execution of the command is received (165) and a report of execution of the command is transmitted to the manufacturer in order to allow it to update the documentation of the piece of equipment accordingly.

Abstract: A comprehensive system for providing quality of life enhancing services to disabled individuals or qualifying participants comprising a plurality of services including life planning services, financial services, tax services, lump sum payment management services, Medicare Advisor Service, Social Security Disability Insurance representation, healthcare discount card and stored value card services.

Abstract: Systems and methods are provided to automatically predict wait times for customers to obtain service transactions at a service establishment, wherein wait times are estimated based on a combination of wait time values determined from current and historical service information that is collected, stored and processed over time.

Abstract: A computer-implemented method is performed during an online chat session between a customer service representative (CSR) of a merchant, and the merchant's customer. Conversational text of the session is analyzed to determine a mood of the customer. 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 customer service issue prediction engine uses one or more models of issue probability. A method of multi-phase customer issue prediction includes a modeling phase, an application phase, and a learning phase. A telephonic interactive voice response (IVR) system predicts customer issues.

Abstract: A flowchart-based tool can be used to build a logical structure. In the context of a customer relationship management (CRM) system, the logical structure can comprise an ordered set of questions and branching logic that are presented to a customer of the business when the customer contacts the business with an inquiry, such as for a sale or service inquiry or other interaction. An engine can run a session associated with the logical structure, with the session presenting questions, text, graphics, and the like dynamically to a user interface. Branching logic determines the appropriate information to present to the user interface based on answers to previous questions.

Abstract: Various disclosed help center features provide help to a user without a staffed help center, provide help to a user before the user recognizes the need, or create targeted commerce opportunities for a provider of goods or services. One help center feature provides a user with help that is specifically related to a component in the user's computer system and that is supplied to the help center feature by the component manufacturer. Another help center feature detects a condition that degrades performance, and hence user satisfaction, and alerts the user. Another help center feature detects an attempt by a computer system to inform the user of degraded performance and offers the user a solution. Another help center feature provides a user with a commerce opportunity specifically related to a component in the user's computer system and/or to the user's geographic location.

Abstract: An automated system and method for communicating product information to consumers through a central computer using a distributed computer network. The central computer is connected to a plurality of public health and product recall information sources through a public network such as the Internet. Consumers purchasing or otherwise linked with products submit product information to the central computer. The central computer establishes a link between the user and associated product information and stores the data in a database. User medical information is also submitted to and retained by the central computer. Upon receipt of product update information, which may include recall notification or other product warnings from the public health or product recall information sources, the central computer accesses the database and identifies user-product links impacted by the product update information and automatically initiates electronic or other communications to affected users.

Abstract: A method of registering a credit card user's credit card information by a credit card management organization. A card user accesses the card management computer system in a computer network. The method provides a user interface whereby the user grants authorization to the card management organization to obtain the card user's credit report from a credit reporting bureau. The method further transmits a request for the user's credit report to a credit reporting bureau and automatically downloads the user's credit report when received. The method further parses the credit report to determine a card issuer for each card on the credit report using a database of card issuer aliases. The method then fully or partially automatically registers each card with the user's account in the card management association and then presents the opportunity to the user to review and edit each card.

Abstract: The solution described herein provides an innovative use of remote services technology integrated with service personnel onsite at the point of service, such as a consumer repair outlet, to provide a pool of technical support resources to service a widely distributed resource need, such as support and repair resource needs of a chain of consumer outlets or an aggregated group of single proprietor consumer outlets. With this solution, qualified technical resources are provided from a central location to service a widely distributed retail environment. This is on-demand online remote support service is called or referred to as “support from a spigot.” The distribution method enables the delivery of higher quality, more reliable and overall lower cost services. Instead of requiring dedicated technical resources at each location, lower skilled labor may be deployed at the location to enable the remote technical support services process.

Abstract: One embodiment of the invention provides a method of operating a computer-telephony system. The method comprises providing computer-telephony support for a plurality of customers. Each customer maintains customer relationship management, CRM data. The CRM data is uploaded from the plurality of customers into a computer-telephony database. The uploading includes transforming the CRM data from an original format maintained by the respective customer into a standardised format for the computer-telephony database. Telephone calls can then be handled using the transformed CRM data in the computer-telephony database.

Abstract: A computer-implemented method is performed during an online chat session between a customer service representative (CSR) of a merchant, and the merchant's customer. Conversational text of the session is analyzed to determine a mood of the customer. 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 system for defining products and billing for the same includes a server and an associated database. The server has programming to provide an interactive wizard which is used define and modify: a first data set including data indicative of a plurality of products to be offered to a customer; a second data set including data indicative of product bundles including selected ones of the plurality of products to be offered to a customer; a third data set including data indicative of prices associated with the plurality of products and product bundles; a fourth data set including data indicative of how the plurality of products and product bundles are to be billed to a customer; and a fifth data set including data indicative of how the plurality of products and product bundles are offered to a customer for purchase. The database stores the data sets and a mapping therebetween.

Abstract: A system, method and computer-readable medium for facilitating customer service feedback utilizing embedded feedback links are provided. A consumer generates an inquiry to a service provider. The service provider generates a responsive communication that includes at least one feedback link embedded within the response communication. The consumer can manipulate the feedback link to instantiate a variety of actions, including the escalation of the consumer inquiry.

Abstract: Customer services are provided by storing predetermined trigger information in association with predetermined content. A real-time text chat established over a network between at least one agent device and at least one customer device is monitoring for the predetermined trigger information using a monitoring computer. The predetermined content is automatically forwarded to the at least one customer device when the predetermined trigger information is detected in the monitoring.

Abstract: Some known Contact Centers rely on a Network Level Router to determine which of a number of available Contact Centers should deal with a given contact. This decision is made by the NLR based on real time information provided by the Contact Centers. However, the format of such information is proprietary which means that the NLR must translate and collate this information. This invention seeks to use session initiation protocol (SIP) Presence for such information transfer which enables improved decision making and further enables additional functionality to be added to the Contact Center system. The invention provides a SIP enabled Contact Center (180, 190, 200) comprising a Contact Center server arranged to send SIP messages to one or more other SIP enabled nodes in a SIP communications network, said SIP messages comprising SIP presence information about the current state of the Contact Center.