Verizon Patent and Licensing Inc.

Vijay Arumugam

Amit Singh

Fariborz Ebrahimi

Roopa Kotha

Patrick Smith

Dinyar Kavouspour

Amar Nageswaram

Fari Ebrahimi

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

A user device may display, via a graphical user interface, questions associated with a voice menu that is used by an interactive voice response (IVR) system to forward calls. The user device may obtain, via the graphical user interface, user responses to the questions. In addition, the user device may send information corresponding to the user responses to the questions to a remote device. The remote device may query the IVR system to identify a call agent, in a call center, whose profile matches the information, obtain contact information of the call agent from the IVR system, and send the contact information to the user device. Furthermore, the user device may receive the contact information from the remote device and display the contact information via the graphical user interface.

Guiding calls via graphical user interface

Growing community of inventors

Coppell, TX, United States of America

Vijay Arumugam