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US 8,819,549 B2Granted
Method and system for mutidimensional virtual online support center
AssigneeVerizon Patent and Licensing Inc.
InventorsAmar Nageswaram, Vijay Arumugam, Dinyar Kavouspour, Fari Ebrahimi, Amit Singh
Life of this patent
Estimating the term…
Abstract
A virtual service center is provided to a customer visiting the service provider website. The customer can take an avatar and proceed to collect a token number and wait for chat session service in a virtual lounge to partake in various interactive options. The number of the current serving number is displayed so that the customer knows the position in the queue. The waiting lounge can include a virtual kiosk to provide the customer with self service while waiting.
Claims14
A method comprising:
- receiving, at an online website, a data communication from a remote customer;
- in response to the data communication, generating data representing a multidimensional view of a service support center and transmitting the generated data to the remote customer;
- generating a display of a virtual waiting lounge, the virtual waiting lounge display including images representing respective user options for the remote customer while awaiting chat session service,
- providing an option to the remote customer to select an avatar representing the persona of the remote customer from the virtual waiting lounge for interactive communication between the remote customer and the website,
- wherein the interactive communication comprises an automated chat session with a website representative, and
- wherein the user options include viewing a magazine or book.
3 more elements
An apparatus comprising:
- a processor configured to generate data representing a multidimensional view of a service support center in response to a request from a customer;
- and
- a communication interface configured to transmit the generated data to the customer via the interface after the data is generated,
- wherein the processor is further configured:
- to generate a display of a virtual waiting lounge, the virtual waiting lounge display comprising images representing respective user options for the customer while awaiting chat session service;
- and
- to provide an option to the customer to select an avatar representing the persona of the customer from the virtual waiting lounge for interactive communication between the customer and the website,
- wherein the interactive communication comprises an automated chat session with a website representative, and
- wherein the user options include viewing a magazine or book.
6 more elements
Dependencies are inferred from the claim text.