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Method and System for a Providing a Collaborative Customer Support

IP.com Disclosure Number: IPCOM000199069D
Publication Date: 2010-Aug-25
Document File: 5 page(s) / 140K

Publishing Venue

The IP.com Prior Art Database

Abstract

A method and system for providing a collaborative customer support is disclosed. The collaborative customer support enables a user to interact with multiple users to resolve an issue.

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Method and System for a Providing a Collaborative Customer Support

Disclosed is a method and system for providing a collaborative customer support. The collaborative customer support enables a user to interact with multiple users to resolve an issue.

Fig. 1A and fig.1B illustrates steps that are executed in accordance with the method and system for enabling a user to collaboratively interact with multiple users to resolve a problem.

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Figure 1A

Figure 1B

As shown in the fig. 1A and fig. 1B, when a user encounters a problem and looking for a solution to fix the problem, the user logs on to the system for accessing the collaborative customer support. As the user access the system, the user is provided with a user interface (UI) for providing details corresponding to the user and the problem encountered by the user. The system analyzes the details corresponding to the problem as submitted by the user for determining an appropriate virtual location from multiple virtual locations that may provide one or more solutions to the problem. In an embodiment, the multiple virtual locations are created for targeting multiple problem domains. Information corresponding to multiple problem domains may be obtained by analyzing previously reported problem descriptions retrieved from recordings of incoming calls to call center based customer support systems. Further, each virtual location is populated with resources including, but not limited to, call logs and documentation for assisting users to help each other in resolving problems.

In accordance with the method disclosed herein, each virtual location includes one or more other users who are working on one or more solutions for the one or more problems associated with the virtual location. Further, each user in a virtual location is

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associated with a level of expertise based on an experience of the user in dealing with relevant problems. As a result, each virtual location may include users with varying level of expertise. This facilitates user to assist each other in solving problems.

In an embodiment, the system may classify a user as an entitled user or as a non-entitled user while the user gets logged into the system. In accordance with the method disclosed herein, an entitled user is given an option to present a problem to one or more users in a specific virtual location, and/or a second option to enter a specific virtual location immediately. While presenting the problem the user is also enabled to provide information such as, product codes and product specification information which is stored for future reference. On the other hand, a non-entitled is not provided with an option to present a problem to the one or more users in a specific virtual location. However, the user is enabled to enter the specific virtual location to view any publicly...