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A PROCESS OF RETAINING SEARCH INFORMATION ACROSS MULTIPLE SEARCHES

IP.com Disclosure Number: IPCOM000013706D
Original Publication Date: 2001-Mar-01
Included in the Prior Art Database: 2003-Jun-18
Document File: 1 page(s) / 52K

Publishing Venue

IBM

Abstract

This disclosure describes a new process for retaining user-entered information from one search to another. From direct observation of customer service representatives at work, it was noted that they would often need to ask the customer for the same information and retype it into a different form in order to answer multiple customer questions. The customer service rep tends to deal with their customers, on the phone, as a unit and therefore wants permanence in all information collected until they are ready for it to disappear or the call has ended. This design would provide ‘search templates’ to make it easier for users to find the information they need. For example, in an insurance company a customer service representative may answer calls that have question on ‘auto policies’, ‘homeowner policies’, and ‘claims’. Generally speaking, there are predictable and standard questions that customers have. For each of these inquiry categories there would be a corresponding search template. Here is an example interaction: A customer service representative receives a call from a customer who wants to check the status of a claim. The representative takes the information on their name and an id number of some kind, and is able to retrieve the information to answer the customer’s question. Next, the customer has a separate question about the deductible on their car. Currently, the representative would have to ask the customer again for their name and id number. With this design, any previously obtained information would automatically be transferred from the ‘claims’ template to the ‘auto policies’ template and the appropriate fields would be pre-filled. In general, the following happens:

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  A PROCESS OF RETAINING SEARCH INFORMATION ACROSS MULTIPLE SEARCHES

This disclosure describes a new process for retaining user-entered information from one search to another. From direct observation of customer service representatives at work, it was noted that they would often need to ask the customer for the same information and retype it into a different form in order to answer multiple customer questions. The customer service rep tends to deal with their customers, on the phone, as a unit and therefore wants permanence in all information collected until they are ready for it to disappear or the call has ended.

This design would provide 'search templates' to make it easier for users to find the information they need. For example, in an insurance company a customer service representative may answer calls that have question on 'auto policies', 'homeowner policies', and 'claims'. Generally speaking, there are predictable and standard questions that customers have. For each of these inquiry categories there would be a corresponding search template.

Here is an example interaction: A customer service representative receives a call from a customer who wants to check the status of a claim. The representative takes the information on their name and an id number of some kind, and is able to retrieve the information to answer the customer's question. Next, the customer has a separate question about the deductible on their car. Currently, the representative would have to a...