Verizon Patent and Licensing Inc.

Fari Ebrahimi

Amit Singh

Dinyar Kavouspour

Amar Nageswaram

Tao Yang

Nikhil Goel

Bipin Sakamuri

Walid Hassan

Thillai Ponnambalam

Minbao Li

Vijay Arumugam

Kannan Thillai Chidambaram

Indu Mohan Babu Nori

Saif Daresalamwala

Shankar Harihara

Tereasa Walker

Solleti Prakash Sreekanth

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

An approach is provided for integrating data. Data is collected from one or more source systems and workflow data is extracted from the collected data. One or more predetermined tasks associated with execution of a workflow based on the workflow data are identified. Status information relating to progress of the workflow towards completion is estimated by correlating the workflow data with the one or more predetermined tasks.

Method and system for integrating data from multiple sources

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

A device receives, from a data warehouse, a request for incremental data, creates one or more temporary tables based on the request, and extracts incremental data from tracking tables of an enterprise resource planning (ERP) system. The device also stores the extracted incremental data in the one or more temporary tables, and joins the one or more temporary tables with one or more regular tables, where the one or more regular tables include data associated with the incremental data stored in the one or more temporary tables. The device further retrieves data from the joined one or more temporary tables and the one or more regular tables, and stores the retrieved data in the data warehouse.

Enterprise resource planning (ERP) system change data capture

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.

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Basking Ridge, NJ, United States of America

Fari Ebrahimi