Method and System for Providing Support Services Using Interactive Media Documents

A non-transitory machine-readable medium having instructions stored therein, which when executed by a machine, cause the machine to perform operations, the operations comprising:

• receiving, at a server representing a support center, a user document from a client to be delivered to a user, wherein the user is a customer of the client and the user document contains information describing a product or service (product/service) provided by the client to the user, and wherein the support center provides support services to a plurality of products or services on behalf of a plurality of product/service providers as clients to the support center;
• fabricating an interactive media document based on the user document, including embedding one or more controls in the interactive media document and adding additional information in the interactive media document based on information obtained from a backend system of the client, wherein the one or more controls, when activated from the interactive media, transmit a request to the support center for obtaining support services;
• sending identifying information identifying the interactive media document to the user on behalf of the client over a network, without requiring the client to send the user document to the user, such that the user can access the interactive media document;
• receiving, at the server, a request from the user for obtaining support services concerning content of the user document, wherein the request was originated from an activation of one of the controls embedded in the interactive media document when the interactive media document is displayed at a remote device associated with the user;
• in response to the request, establishing a live communications session between the remote device representing the interactive media document and a support agent associated with the support center, including routing data between the user and the support agent via the interactive media document displayed at the remote device;
• and
• monitoring and storing in a media journey repository metadata describing interactive events associated with the interactive media document.

A system representing a support center, comprising:

• a media fabrication module to receive a user document from a client to be delivered to a user, wherein the user is a customer of the client and the user document contains information describing a product or service (product/service) provided by the client to the user, and wherein the support center provides support services to a plurality of products or services on behalf of a plurality of product/service providers as clients to the support center, to fabricate an interactive media document based on the user document, including embedding one or more controls in the interactive media document and adding additional information in the interactive media document based on information obtained from a backend system of the client, wherein the one or more controls, when activated from the interactive media, transmit a request to the support center for obtaining support services;
• a media delivery module to send identifying information identifying the interactive media document to the user on behalf of the client over a network, without requiring the client to send the user document to the user, such that the user can access the interactive media document;
• a support service system to receive a request from the user for obtaining support services concerning content of the user document, wherein the request was originated from an activation of one of the controls embedded in the interactive media document when the interactive media document is displayed at a remote device associated with the user;
• a multi-channel communications system, in response to the request, to establish a live communications session between the remote device representing the interactive media document and a support agent associated with the support center, including routing data between the user and the support agent via the interactive media document displayed at the remote device;
• and
• a media journey repository to store metadata describing interactive events associated with the interactive media document.

A computer-implemented method, comprising:

• receiving, at a server representing a support center, a sample user document from a client representing an example of user documents to be sent to a plurality of users who are customers of the client, wherein the support center provides support services to a plurality of products and/or services (products/services) on behalf of a plurality of product/service providers as clients to the support center;
• and
• providing an authoring user interface to allow an administrator of the client to author an interactive media document template based on the sample user document, including
• displaying the sample user document in a first display area of a graphical user interface (GUI),
• displaying a plurality of controls in a second display area of the GUI, wherein each of the controls, when activated, is configured to contact the support center for obtaining support services concerning content of a user document as part of an interactive media document to be generated from the interactive media document template,
• in response to a user selection of one or more of the displayed controls, displaying the selected one or more controls in the first display area to be associated with the sample user document, and
• generating the interactive media document template for the client by compiling the selected one or more controls and the sample user document displayed in the first display area of the GUI.