Browse Prior Art Database

Customer Support by Calling Agent Automatically on Web Browser During Self Problem Determination

IP.com Disclosure Number: IPCOM000123360D
Original Publication Date: 1998-Oct-01
Included in the Prior Art Database: 2005-Apr-04
Document File: 2 page(s) / 35K

Publishing Venue

IBM

Related People

Oyamada, R: AUTHOR

Abstract

Disclosed is the new customer support service by using internet. The problem determination can be done on Web by answering the questions one after another. In case of the customer can not get any hint or solution from it, the customer depress "Call Agent" button on Web. After that, Agent in the Call Center will callback to the customer.

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This is the abbreviated version, containing approximately 100% of the total text.

Customer Support by Calling Agent Automatically on Web Browser During
Self Problem Determination

   Disclosed is the new customer support service by using
internet.  The problem determination can be done on Web by answering
the questions one after another.  In case of the customer can not get
any hint or solution from it, the customer depress "Call Agent"
button on Web.  After that, Agent in the Call Center will callback to
the customer.

   Figure shows the flow of this new customer service; 1.  The
customer depress "Call Agent" button on Web.  2.  The customer
information, name, telephone number, IP address and so on, are sent
to the Call Center's Computer Telephony Integration (CTI) system via
CGI program.  3.  CTI selects the Agent.  4.  The Agent calls back to
the customer via telephone or internet phone and consults the
customer's questions.