Collaborative self-service contact architecture with automatic blog content mapping capability
AssigneeAT&T Intellectual Property I, L.P.
InventorsJames FAN, Deva-Datta SHARMA, Jennifer K. LAM, Eric TOWELL
Life of this patent
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Abstract
Resolving an issue raised by at least one user includes establishing a contact session over a communication channel for servicing the issue. The Internet is searched for content related to providing a resolution for the issue using a customized query, when a search of a database does not return results. Content obtained from at least one Internet source as a result of searching the Internet using the customized query is restructured to prepare the resolution for the issue. The at least one Internet source from which the content was obtained is updated with the resolution.
Claims20
A method for resolving an issue raised by at least one user, comprising:
- establishing a contact session over a communication channel for servicing the issue;
- searching the Internet for content related to providing a resolution for the issue using a customized query, when a search of a database does not return results;
- restructuring content obtained from at least one Internet source as a result of searching the Internet using the customized query to prepare the resolution for the issue;
- and
- updating the at least one Internet source from which the content was obtained with the resolution.
A system for resolving an issue raised by at least one user, comprising:
- at least one processor operable to establish a contact session over a communication channel for servicing the issue;
- a searcher operable to search the Internet for content related to providing a resolution for the issue using a customized query, when a search of a database does not return results;
- a restructuring processor operable to restructure content obtained from at least one Internet source as a result of searching the Internet using the customized query to prepare the resolution for the issue;
- and
- an updater operable to update the at least one Internet source from which the content was obtained with the resolution.
A tangible computer readable medium storing a computer program, recorded on the tangible computer readable medium for resolving an issue raised by at least one user, comprising:
- an establishing code, recorded on the tangible computer readable medium, executable to establish a contact session over a communication channel for servicing the issue;
- a searching code, recorded on the tangible computer readable medium, executable to search the Internet for content related to providing a resolution for the issue using a customized query, when a search of a database does not return results;
- a restructuring code, recorded on the tangible computer readable medium, executable to restructure content obtained from at least one Internet source as a result of searching the Internet using the customized query to prepare the resolution for the issue;
- and
- an updating code, recorded on the tangible computer readable medium, executable to update the at least one Internet source from which the content was obtained with the resolution.
Dependencies are inferred from the claim text.