Method for providing support using answer engine and dialog rules

A non-transitory computer-readable medium having instructions stored therein, which when executed by a processor, cause the processor perform a method, the method comprising:

• providing, by a self-service system of a server running at server hardware, self-support knowledgebase (KB) to allow a plurality of users to navigate the self-support KB information, the self-support KB including descriptions and illustration for demonstrating usage or solving problems of a plurality of products or service provided by a plurality of goods and service (goods/service) providers, wherein the server represents a service center operated by an enterprise entity that is independent from the plurality of goods/service providers and users, and wherein the service center is to provide over a network product/service support services on behalf of the plurality of goods/service providers to the plurality of users owning products/services provided by the plurality of goods/service providers, wherein the self-support KB includes one or more predefined answers to the problems, wherein the self-support KB includes one or more subject matters related to the products or service, the predefined answers categorized by the subject matters in the self-support KB;
• tracking, via the self-service system, user interaction of a first of the plurality of users with the self-support KB information while the first user navigates through the self-support KB information, wherein the first user logs into the server via a mobile application running within a first mobile device of the first user, wherein the first user navigates the self-support KB information via the mobile application of the first mobile device, wherein the first user has previously registered with the server a first product purchased from a first of the plurality of goods/service providers, and wherein the first goods/service provider is one of a plurality of clients of the service center and the service center handles support requests from the first user on behalf of the first goods/service provider without having the first user to directly contact the first goods/service provider;
• receiving, at the self-service system of the server, a query concerning the first product from the mobile application of the first mobile device;
• in response to the query, automatically examining by the self-service system a set of dialog rules associated with the first goods/service provider in view of the query and the user interaction with the self-support KB tracked by the self-support system, wherein the dialog rules have been previous configured by an administrator associated with the first goods/service provider;
• analyzing the user interaction tracked to determine one or more of the subject matters navigated in the self-support KB at a point in time by the first user, wherein the user interaction is based on presentations via the mobile application of the first mobile device of the first user, the presentations including different sections associated with different subject matters, wherein the user interaction captures which of the sections the first user has interacted with for the determination of the subject matters navigated and wherein the user interaction indicates an amount of time spent on each of the subject matters navigated;
• determining an overall subject matter for the presentations, wherein the subject matters navigated have weigh factors according to amounts of time spent on the subject matters navigated and wherein the overall subject matter is determined based on which of the subject matters navigated prevails utilizing the weight factors;
• identifying at least one of the predefined answers of the self-support KB for the query based on the subject matters navigated at the point in time and the set of dialog rules, wherein the at least one predefined answer categorized under the subject matters navigated;
• transmitting a first predefined response retrieved from the set of dialog rules to the mobile application of the first mobile device of the first user, wherein the first predefined response includes the at least one predefined answers and wherein the first predefined response has been previously configured by the administrator of the first goods/service provider;
• identifying, by the self-support system, a set of one or more related questions that the first user will likely follow up based on the query, the set of dialog rules, and the user interaction with the self-support KB associated with the first goods/service provider, wherein the set of related questions are associated with the subject matter navigated and wherein the set of related questions were previously compiled from support experiences with other users;
• transmitting the one or more related questions to the mobile application of the first mobile device to be presented along with the first predefined response to the query on a display of the first mobile device, wherein each of the one or more related questions is presented as an executable link;
• receiving a signal representing a selection of one of the related questions received from the mobile application of the first mobile device;
• in response to the signal, transmitting a second predefined response corresponding to the selected related question to the mobile application of the first mobile device;
• receiving a request from the first mobile device of the first user to request a live support service with one of a plurality of support agents associated with the service center;
• in response to the request, identifying one or more skill sets required to handle the first product currently navigated by the first user via the first mobile device, wherein the skill set are identified based on the overall subject matter determined;
• selecting, by an agent manager running within the server, a first of the plurality of support agents having a skill set satisfying the identified skill sets, wherein the first support agent has logged into the server from a mobile application running within a second mobile device of the first support agent and has indicated that the first agent is ready to accept on a live support service request;
• and
• establishing, via a multi-channel communications and routing system, at least one of a voice communications session and a chat communications session between the first mobile device and the second mobile device to allow the first user and the first agent to engage live communications discussing the first product, such that the first agent can reach out to the first user regardless a physical geographical location of the first agent.

A server running at server hardware, comprising:

• a self-service system running within the server to provide self-support knowledgebase (KB) to allow a plurality of users to navigate the self-support KB information, the self-support KB including descriptions and illustration for demonstrating usage or solving problems of a plurality of products or service provided by a plurality of goods and service (goods/service) providers, wherein the server represents a service center operated by an enterprise entity that is independent from the plurality of goods/service providers and users, and wherein the service center is to provide over a network product/service support services on behalf of the plurality of goods/service providers to the plurality of users owning products/services provided by the plurality of goods/service providers, wherein the self-support KB includes one or more predefined answers to the problems, wherein the self-support KB includes one or more subject matters related to the products or service, the predefined answers categorized by the subject matters in the self-support KB,
• wherein the self-service system is configured to
• track user interaction of a first of the plurality of users with the self-support KB information while the first user navigates through the self-support KB information, wherein the first user logs into the server via a mobile application running within a first mobile device of the first user, wherein the first user navigates the self-support KB information via the mobile application of the first mobile device, wherein the first user has previously registered with the server a first product purchased from a first of the plurality of goods/service providers, and wherein the first goods/service provider is one of a plurality of clients of the service center and the service center handles support requests from the first user on behalf of the first goods/service provider without having the first user to directly contact the first goods/service provider,
• receive a query concerning the first product from the mobile application of the first mobile device,
• in response to the query, automatically examine a set of dialog rules associated with the first goods/service provider in view of the query and the user interaction with the self-support KB tracked by the self-support system, wherein the dialog rules have been previous configured by an administrator associated with the first goods/service provider,
• analyze the user interaction tracked to determine one or more of the subject matters navigated in the self-support KB at a point in time by the first user, wherein the user interaction is based on presentations via the mobile application of the first mobile device of the first user, the presentations including different sections associated with different subject matters, wherein the user interaction captures which of the sections the first user has interacted with for the determination of the subject matters navigated and wherein the user interaction indicates an amount of time spent on each of the subject matters navigated,
• determine an overall subject matter for the presentations, wherein the subject matters navigated have weigh factors according to amounts of time spent on the subject matters navigated and wherein the overall subject matter is determined based on which of the subject matters navigated prevails utilizing the weight factors,
• identify at least one of the predefined answers of the self-support KB for the query based on the subject matters navigated at the point in time and the set of dialog rules, wherein the at least one predefined answer categorized under the subject matters navigated,
• transmit a first predefined response retrieved from the set of dialog rules to the mobile application of the first mobile device of the first user, wherein the first predefined response includes the at least one predefined answers and wherein the first predefined response has been previously configured by the administrator of the first goods/service provider,
• identify a set of one or more related questions that the first user will likely follow up based on the query, the set of dialog rules, and the user interaction with the self-support KB associated with the first goods/service provider, wherein the set of related questions are associated with the subject matter navigated and wherein the set of related questions were previously compiled from support experiences with other users,
• transmit the one or more related questions to the mobile application of the first mobile device to be presented along with the first predefined response to the query on a display of the first mobile device, wherein each of the one or more related questions is presented as an executable link;
• receiving a signal representing a selection of one of the related questions received from the mobile application of the first mobile device,
• in response to the signal, transmit a second predefined response corresponding to the selected related question to the mobile application of the first mobile device,
• receive a request from the first mobile device of the first user to request a live support service with one of a plurality of support agents associated with the service center,
• in response to the request, identify one or more skill sets required to handle the first product currently navigated by the first user via the first mobile device, wherein the skill set are identified based on the overall subject matter determined,
• select, by an agent manager running within the server, a first of the plurality of support agents having a skill set satisfying the identified skill sets, wherein the first support agent has logged into the server from a mobile application running within a second mobile device of the first support agent and has indicated that the first agent is ready to accept on a live support service request, and
• establish, via a multi-channel communications and routing system, at least one of a voice communications session and a chat communications session between the first mobile device and the second mobile device to allow the first user and the first agent to engage live communications discussing the first product, such that the first agent can reach out to the first user regardless a physical geographical location of the first agent.