US 12,316,688 B2 · Systems and methods to establish service request interactions

Abstract

Systems and methods of establishing service requests via a smart TV device are provided. A smart TV device can receive fault condition information. The smart TV device can establish a first communication session between the smart TV device and a server and can transmit a service request interaction, including the received fault condition information, to the server. The server can transmit the first service request interaction to a computing device in a contact center environment. The computing device can generate diagnostic information and can transmit the diagnostic information to the server, which can forward the diagnostic information to the smart TV device. The smart TV device can display a prompt to deflect the first service request interaction from the smart TV device to a mobile device of the user. The mobile device can establish a second communication session between the mobile device and the computing device in the contact center environment to complete the first service request interaction.

Claims22

Dependent claims

A system to establish communication sessions, comprising:

a data processing system having at least one processor coupled with memory, the data processing system to communicatively couple with a first computing device and a second computing device in a contact center environment, the data processing system to:
establish, using registration information of the first computing device, a communication session between the data processing system and the first computing device;
receive, from the first computing device via the communication session, a request for service that identifies event information and a fault condition on the first computing device;
extend the communication session with the first computing device over a communication network to the second computing device in the contact center environment;
transmit the request for service from the first computing device to the second computing device in the contact center environment via the communication session;
and
communicate, via the communication session, response data identifying diagnostic information generated by the second computing device for the first computing device based on the event information and the fault condition of the request for service.

4 more elements

A method of establishing communication sessions, comprising:

establishing, by a data processing system in a cloud environment communicatively coupled with first computing device and a second computing device in a contact center environment, using registration information of the first computing device, a communication session between the data processing system and the first computing device;
receiving, by the data processing system, from the first computing device via the communication session, a request for service identifying event information and a fault condition on the first computing device;
extending, by the data processing system, responsive to receiving the request for service, the communication session with the first computing device over the cloud environment in which the data processing system is in, to the second computing device in the contact center environment;
transmitting, by the data processing system, the request for service from the first computing device to the second computing device in the contact center environment via the communication session;
and
communicating, by the data processing system, via the communication session, response data identifying diagnostic information generated by the second computing device for the first computing device using the event information and the fault condition of the request for service.

3 more elements

Dependencies are inferred from the claim text.

Systems and methods to establish service request interactions

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Systems and methods to establish service request interactions

Life of this patent

Abstract

Claims22