Motive, Inc.

Arjun Chopra

A Wade Cohn

Brian Jay Vetter

Bran J Vetter

A method, system, computer system and computer program product to interact with a user of a computer system or service via more than one communication channel, such as a telephone channel and a web channel. A determination can be made based upon information gathered via the multiple communication channels that communication between a server and one communication channel is related to communication between the server and another communication channel. Related information gathered via the multiple communication channels can be identified to form a more complete picture of information about the user's problem with a problem entity. A potential action to help the user find a solution can be determined from information gathered from all communication channels. An automated option can be provided via one of the communication channels, and an automated suggestion to select the option can be made via a coordinated communication channel.

Cross-channel communication of data collected by channel-specific user interfaces

A method, system, computer system and computer program product to remotely diagnose a problem with a computer system or related equipment using data provided by a user of the computer system via telephone. A signal including speech and/or DTMF tones is received via a telephone channel from a user of the computer system or equipment. The computer system and/or equipment associated with the signal is identified using information from the signal, such as a user name, caller ID, telephone number, or password. A source of diagnostic information about the computer system is identified, and diagnostic information is gathered from the source. The diagnostic information can be used to fix the problem or provided to a customer service agent for use in further problem diagnosis.

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Brookline, MA, United States of America

Arjun Chopra