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US 8,805,822 B2Granted
Knowledge base search utility
AssigneeOracle International Corporation
InventorsAkbar Jaffer, Richard Dean Day, Ameet B. Nayak
Life of this patent
Estimating the term…
Abstract
A method is disclosed. The method includes performing a first search in response to initiating a communication session between an agent and a customer. The first search is performed using first data, attributes of a service interaction, and second data. The first data represents a second search requested by the customer, and the second data represents items viewed by the customer from among first results of the second search. Second results of the first search are displayed.
Claims23
A method, comprising:
- providing a customer graphical user interface for use by a customer;
- and
- providing an agent graphical user interface for use by a customer service agent,
- performing a first search in response to receiving customer search parameters through said customer graphical user interface, wherein
- said performing said first search produces first search results, and
- said performing said first search is performed by a processor;
- performing a second search to return a satisfactory reference in response to initiation of a communication session, wherein
- said communication session is between the customer service agent and a customer,
- said second search is performed using agent search parameters,
- said agent search parameters comprise data displayed using said agent graphical user interface;
- said agent search parameters further comprise
- at least a portion of said first search results, wherein
- said at least a portion of said first search results comprises first data,
- said first data represents items viewed by said customer using said customer graphical user interface,
- said first data comprises unsatisfactory references,
- said unsatisfactory references are configured to be identified by said customer through said customer graphical user interface, and
- said performing said second search is performed by the processor;
- and
- displaying second results of said second search through said agent graphical user interface, wherein
- said displaying second results further comprises
- excluding said first data from being displayed with said second results.
18 more elements
A non-transitory computer-readable storage medium, comprising:
- a first set of instructions, executable by a processor, configured to provide a customer graphical user interface for use by a customer;
- a second set of instructions, executable by the processor, configured to provide an agent graphical user interface for use by a customer service agent;
- a third set of instructions, executable by the processor, configured to perform a first search in response to receiving customer search parameters through said customer graphical user interface, wherein
- said first search produces first search results;
- a fourth set of instructions, executable by the processor, configured to perform a second search to return a satisfactory reference, in response to initiating a communication session, wherein
- said communication session is between the customer service agent and the customer,
- said second search is performed using agent search parameters,
- said agent search parameters comprise data displayed using said agent graphical user interface;
- said agent search parameters further comprise
- at least a portion of said first search results, wherein
- said at least a portion of said first search results comprises first data,
- said first data represents items viewed by said customer using said customer graphical user interface,
- said first data comprises unsatisfactory references, and
- said unsatisfactory references are configured to be identified by said customer;
- a fifth set of instructions, executable by said processor, configured to
- display second results of said second search through said agent graphical user interface, and
- exclude said first data from being displayed with said second results.
14 more elements
An apparatus comprising:
- a processor;
- means for causing said processor to provide a customer graphical user interface for use by a customer;
- means for causing said processor to provide an agent graphical user interface for use by a customer service agent;
- means for causing said processor to perform a first search in response to receiving customer search parameters through said customer graphical user interface, wherein
- said first search produces first search results;
- means for causing said processor to perform a second search to return a satisfactory reference, in response to initiating a communication session, wherein
- said communication session is between the customer service agent and the customer,
- said second search is performed using agent search parameters,
- said agent search parameters comprise data displayed using said agent graphical user interface,
- said agent search parameters further comprise
- at least a portion of said first search results, wherein
- said at least a portion of said first search results comprises first data,
- said first data represents items viewed by said customer using said customer graphical user interface,
- said first data comprises unsatisfactory references, and
- said unsatisfactory references are configured to be identified by said customer through said customer graphical user interface;
- and
- means for causing said processor to display second results of said second search through said agent graphical user interface, wherein
- said first data is excluded from being displayed with said second results.
15 more elements
Dependencies are inferred from the claim text.