System, method and computer program product for providing customer service on a mobile device
AssigneeAmerican Express Travel Related Services Company, Inc.
InventorsManish K. Deliwala, Brett A. Vedas
Life of this patent
Estimating the term…
Abstract
A system, method, and computer program product for providing customer services on a mobile device can provide a user-interface on a mobile device to display one or more customer service options, store state information of the customer's interaction with the user-interface, and provide a user-interface element that provides the customer an option to contact a customer service agent. In response to the customer's exercising the option to contact the customer service agent, the stored state information is sent to the customer service agent.
Claims15
A method comprising:
- providing, by a computer-based system for providing customer service on a mobile device of a customer, a user-interface on the mobile device of the customer, wherein the user-interface displays one or more interactive customer service options;
- storing, by the computer-based system, interaction state information of the customer's interaction with the user-interface;
- displaying, by the computer-based system, a user-interface element that provides the customer an option to contact a customer service agent, wherein the displaying the user-interface element includes:
- checking that a pre-defined condition for the display of the user-interface element is met, wherein checking the pre-defined condition includes one or more of checking the number of interactions that the customer has performed with the user-interface, and checking a customer tier of the customer;
- and
- displaying the user-interface element in response to the pre-defined condition being met;
- and
- sending, by the computer-based system, the stored state information to the customer service agent in response to the customer exercising the option to contact the customer service agent.
A computer program product comprising a non-transitory computer readable storage medium having control logic stored therein to be performed on at least one processor for providing customer service on a mobile device of a customer, the control logic comprising:
- user-interface computer readable program code for providing a user-interface on the mobile device of the customer, wherein the user-interface displays one or more interactive customer service options;
- storing computer readable program code for storing interaction state information of the customer's interaction with the user-interface;
- displaying computer readable program code for displaying a user-interface element that provides the customer an option to contact a customer service agent, wherein displaying the user-interface element includes:
- checking that a pre-defined condition for the display of the user-interface element is met, wherein checking the pre-defined condition includes one or more of checking the number of interactions that the customer has performed with the user-interface, and checking a customer tier of the customer;
- and
- displaying the user-interface element in response to the pre-defined condition being met;
- and
- sending computer readable program code for sending the stored state information to the customer service agent in response to the customer exercising the option to contact the customer service agent.
A system of providing customer service to a customer, the system comprising:
- a mobile device of a customer provided with a user-interface, wherein the user-interface displays a user-interface element that provides the customer an option to contact a customer service agent, wherein displaying the user-interface element includes:
- checking that a pre-defined condition for the display of the user-interface element is met, wherein checking the pre-defined condition includes one or more of checking the number of interactions that the customer has performed with the user-interface, and checking a customer tier of the customer;
- and
- displaying the user-interface element in response to the pre-defined condition being met;
- a mobile data server capable of sending and receiving customer service information to and from the mobile device of the customer;
- a network for providing data communication between the mobile device of the customer and the mobile data server;
- and
- a telecommunication network for providing voice communication between the mobile device of the customer and a customer service agent, wherein the mobile device sends interaction state information of the customer's interaction with the user-interface to the customer service agent over the network in response to the customer exercising an option to contact the customer service agent over the telecommunication network.
Dependencies are inferred from the claim text.