Verizon Patent and Licensing Inc.

Dinyar Kavouspour

Amit Singh

Amar Nageswaram

Fari Ebrahimi

Fariborz Ebrahimi

Nikhil Goel

Bipin Sakamuri

Tao Yang

Minbao Li

S A Vetha Manickam

Vijay Arumugam

Chad Young

Tarun Jindal

Christopher M Gonzalez

Venkata Ramana Murthy Poludasu

Mike A Craig

Rupesh Kumar

John Taneyhill

Madan Ponna

Fairborz Ebrahimi

Sharad Kumar

John Stephen Bartholomew

Michael R Blake

Anthony W King

James Carleton Hicks

Michael A Jaquays

A method including receiving a request to connect to a single sign-on site, a non-single sign-on site, a system, a mainframe, or to use a mainframe or user device application; determining, by a toolbar of a user device, whether a user is authorized to connect to, initiate, or use the single sign-on site, the non-single sign-on site, the system, the mainframe, the mainframe or user device application; selecting, by the toolbar, one or more user credentials to allow the user to connect to, initiate, or use the single sign-on site, the non-single sign-on site, the system, the mainframe, the mainframe or the user device application when it is determined that the user is authorized; and signing-on, by the toolbar, to the single sign-on site, the non-single sign-on site, the system, the mainframe, the mainframe or user device application based on the one or more user credentials.

Toolbar for single sign-on and non-single sign-on sites, applications, systems, and sessions

An approach for managed instant communication (or chat)-based helpdesk services. An inquiry for a support service is received, at a helpdesk management platform, from a customer requesting assistance, the inquiry including one or more parameters defining the support service. A response is generated to the inquiry based on the one or more parameters, the response indicating a plurality of helpdesks associated with at least one service provider. An instant communication session is established between the customer and one of the helpdesks. The instant communication session is placed into a queue for an agent associated with the one helpdesk.

System and method for providing managed instant communication (or chat)-based helpdesk services

Method, device, and storage medium to provision virtual machines, software, storage, and network resources of a standard operating environment including devices having identical software, hardware, and configurations. A provisioning device uses dedicated flows based on the resource to be provisioned.

Network technology standard operating environment

A method comprising receiving radio frequency tracker identifiers stored by tags associated with items; evaluating the radio frequency tracker identifiers based on radio frequency tracker identifiers previously received or concurrently received; identifying one or more radio frequency tracker identifiers based on the evaluating; selecting a rule from a set of rules when it is determined that an event occurred with respect to the identified one or more radio frequency tracker identifiers, wherein the set of rules correlates with information included in the radio frequency tracker identifiers and the selected rule pertains to an occurrence of the event; selecting a responsive action based on the selected rule; and generating a notification defined by the selected responsive action.

Rule-based tracking of products based on intelligent identifiers

An approach is disclosed for providing a community portal for chat-based support services. Chat sessions corresponding to customer support service are established among multiple users and one or more agents. A community of the users is created during the chat sessions.

System and method for providing a community portal for chat-based support services

An approach is provided for chat-based crisis management services. A crisis situation is recognized based on one or more events. Individuals needed for crisis management are identified and a bridge communication channel for a plurality of the identified individuals is facilitated. Data is shared among the identified individuals that participate in a chat session on the bridged communication channel. Dated exchanged among the participants is stored during the chat session. Access to the stored chat data is provided to the participants.

System and method for providing chat-based crisis management services

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.

Method and system for mutidimensional virtual online support center

An approach is provided for managed instant communication (or chat)-based customer support services. Data communication is received, at a customer service platform, from a customer requesting assistance. An instant communication session is established between the customer and an agent at the customer service platform. Speech-to-text conversion operation is activated for the agent, wherein the agent corresponds during the instant communication session by speech. Agent speech correspondence is converted during the instant communication session to text data. Agent correspondence is transmitted to the customer as text data.

System and method for providing instant communication based customer support services using voice recognition

An approach is disclosed for providing an integrated call and chat conferencing system. A first participant joins in a conference, wherein the first participant communicates over a voice session. The voice session is converted into a text stream and stored. A second participant joins in the conference, wherein the second participant communicates over a chat session. The stored converted text stream is presented to second participant.

System and method for providing call and chat conferencing

An approach is disclosed for providing a managed chat session. An agent establishes a chat session with a user for customer support. Information from the user is received via the chat session, wherein the information is used to determine customized content to be presented to the user over the chat session for duration of the chat session.

System and method for providing agent managed support via instant messaging

A method includes executing a multi-threaded, object-oriented application (OOA) on a device; receiving, by multiple threads of the OOA, an object from an out-of-process cache memory; mutating one or more fields of the object, wherein the one or more fields correspond to one or more attributes of the object; and applying an update of the one or more fields that have been mutated to the out-of-process cache memory, wherein the applying the update updates the one or more fields mutated at a field level and not at an object level.

Field level concurrency and transaction control for out-of-process object caching

An approach is provided for virtual agent session monitoring and barge-in. A platform monitors content of a communication session between a virtual agent and a user and determines whether the content satisfies a pre-defined rule. Further, the platform selectively initiates a barge-in of the communication session by a live agent based on the determination.

Growing community of inventors

Plano, TX, United States of America

Dinyar Kavouspour