Browse Prior Art Database

Online Customer Support (Chat) Through Egent Database Infrastructure

IP.com Disclosure Number: IPCOM000015665D
Original Publication Date: 2002-Feb-28
Included in the Prior Art Database: 2003-Jun-20
Document File: 6 page(s) / 85K

Publishing Venue

IBM

Abstract

Main idea of this invention: Provide an infrastructure of text chat transaction with customer. Current text chat system allows interactive communication with customer, though it might have issue, such as 1.Customer can specify counterpart directly, though it is difficult to specify appropriate counterpart for customer's problem

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Online Customer Support (Chat) Through Egent Database Infrastructure

Main idea of this invention:

Provide an infrastructure of text chat transaction with customer.

Current text chat system allows interactive communication with customer, though it might have issue, such as

1.Customer can specify counterpart directly, though it is difficult to specify appropriate counterpart for customer's problem

2.Text chat does not have facility to audit trail.

To solve these issue, I invented following Egent database.

By using this Egent database, we will be able to support efficiently customer through text chat system

Key Feature of Egent database:

Egent database has following information such as

Operator's id: who is in charge to communicate with customer who has certain skill to solve customer's problem

Enterprise id: which represent company name for certain customer

Product id: which represent operator will be able to handle product for consulting

Availability: Availability represent operator's current availability on the net

Communication log area: Each communication thread between operator and customer must be remained in this log area as to ensuring auditability of text chat

Customer's information should be reside other database such as customer information repository

In this customer information repository, Enterprise id must have a relation to Egent database

Product information should be reside other database such as product information repository

In this product information repository, Product id must have a relation to Egent database

Sample screen flow of implement Egen database.

1.Login to the closed site

To ensure the customer's authority in the web site, customer must be registered, authenticated and entitled to access specific web site

which have an entry point to Egent support. (Fig.1)

Fig.1

2.Entry point of Egent text chat support

Web site must facilitate the banner of Egent support whenever customer need assistance through Egent databased text chat. (Fig.2)

Fig.2

1

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Parent Window

Egent

4.Select prefered support

    From Egent text chat main menu, customer will be able to select prefered service which were allowed by Egent text chat support. (Fig.4)

Fig.4

3.Click Egent text chat support banner

Whenever customer need Egent text chat support, customer click and launch initial screen of Egent text chat support.(Fig.3)

Fig.3

Parent Window

Egent

Egent

2

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Egent

1.Online Support
2.Send M ail �  <=option    

    

5.Select prefered support, 2nd layer

From Egent text chat support sub menu, customer will be able to select more specific service which were allowed by Egent text chat support. (Fig.5)

Fig.5

6.Text chat support window

After customer select appropriate menu from submenu, text chat screen appears and as long as operator available, operator will be automaticly dispatched.(Fig.6)

Fig.6

Egent

1.Online Support

a.P roduct
b.Price
c.Trouble    

3

...