Method for providing support with associates anywhere and notifications
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United States of America Patent
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Jan 26, 2016
Grant Date -
Jan 23, 2014
app pub date -
Jul 18, 2012
filing date -
Jul 18, 2012
priority date (Note) -
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status (Latency Note)
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Abstract
According to one embodiment, a self-service system is to provide self-support knowledgebase (KB) information to allow users to navigate the self-support KB. A monitor is to track user interaction with the self-support KB while a user navigates through the self-support KB. A support service system is to receive a request from the first mobile device of the first user to request a live support service and in response to the request, the support service system is to identify a set of skills required to handle the first product currently navigated by the user. An agent manager to select a support agent having a skill set satisfying the identified skill set. A communications and routing system coupled to the support service system to establish session video chat communications session between the mobile devices of the user and the selected agent.
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