US 9,560,203 B2Granted

System and method for providing customer support on a user interface

AssigneeCitibank, N.A.

InventorsChristopher E. Kay, Sam Lising, Tim Kobe

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Abstract

Embodiments described can more effectively complete complicated service transactions in a more efficient manner by having a team of well-trained professionals who are instantly “streamed” into any location as necessary. A two-way communication system can provide instant or quick access to the right expert at the right point in time, thereby converting what might otherwise be a negative customer experience into a positive sales and service opportunity. A computer implemented method for providing customer support comprises receiving, by a touchpoint device, identification information from a user of the touchpoint device; receiving the identification information; providing an electronic document to the user; receiving an input from the user requesting a session with a representative; selecting a representative based at least in part on the electronic document; providing information about the electronic document to the representative; and establishing a connection between the representative and the touchpoint device.

Claims23

Dependent claims

A computer implemented method comprising:

receiving, by a server transmitted from a touchpoint device, identification information for a user;
presenting, by the server to the touchpoint device, a webpage for display to the user based on the identification information received for the user from the touchpoint device;
receiving, by the server from the touchpoint device, an input from the user comprising webpage content information;
upon receiving the input for the user from the touchpoint device, receiving, by the server, from the touchpoint device a request for a session with a representative based at least in part on subject matter of the webpage;
routing, by the server from the touchpoint device, the request for the session to a computing device of a specialized representative from a plurality of representatives based at least in part on subject matter of the webpage and the webpage content information for the user received from the touchpoint device;
transmitting, by the server to the computing device of the specialized representative, the identification information and the webpage;
and
establishing, by the server, a network connection between the computing device of the representative and the touchpoint device for a videoconferencing session between the representative and the user.

5 more elements

A computer implemented method comprising:

receiving, by the server from a touchpoint device of a user, information inputted by the user into a webpage comprising webpage content information;
after receiving the information inputted by the user into the webpage, receiving, by the server from the touchpoint device, an input from the user requesting a session with a representative based at least in part on subject matter of the webpage;
routing, by the server from the touchpoint device, the request for the session to a computing device of a specialized representative from a plurality of representatives based at least in part on subject matter of the webpage and the webpage content information;
providing, by the server, the information inputted by the user into the webpage to the computing device of the specialized representative;
receiving, by the server from the touchpoint device, a transmission of a video and audio of the user with to the representative;
establishing, by the server to the touchpoint device, a videoconferencing session between the specialized representative and user;
receiving input, by the server from the computing device of the specialized representative, the information inputted by the representative into the webpage;
executing, by the server, the webpage during the videoconferencing session;
and
transmitting, by the server, the executed webpage to the representative.

7 more elements

Dependencies are inferred from the claim text.

Facts

Application: 14/478,371Filed 5 Sep 2014 · continuation
Priority: 9 Apr 2010
Published: US 2014/0375749 A125 Dec 2014
Granted: 31 Jan 2017
Term ends: Not estimatedThe source records don’t support an estimate.

Classification14 codes

H04M 3/5233
Call distribution algorithms: operator skill based call distribution
G06Q 10/08
Administration; Management: logistics, e.g. warehousing, loading or distribution; Inventory or stock management
G06Q 30/016
Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk: after-sales
G06Q 40/02
Finance; Insurance; Tax strategies; Processing of corporate or income taxes: banking, e.g. interest calculation or account maintenance

Family

Application61/322,363Us provisional application · filed 9 Apr 2010
Application13/082,612Parent of this continuation · filed 8 Apr 2011
US 2014/0375749 A1Pre-grant publication · published 25 Dec 2014
US 8,830,291 B2Parent of this continuation
US 2011/0249081 A1Published application
US 9,560,203 B2This patent

From the US filing history. Foreign family members aren’t listed.