The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Jan. 26, 2016
Filed:
Jul. 18, 2012
Jerry Gechter, Lincoln, MA (US);
James P. Kelly, West Newbury, MA (US);
Nathan E. Keeney, San Jose, CA (US);
Bruce A. Sharpe, Aurora, CO (US);
Jerry Gechter, Lincoln, MA (US);
James P. Kelly, West Newbury, MA (US);
Nathan E. Keeney, San Jose, CA (US);
Bruce A. Sharpe, Aurora, CO (US);
TeleTech Holdings, Inc., Englewood, CO (US);
Abstract
According to one embodiment, a self-service system is to provide self-support knowledgebase (KB) information to allow users to navigate the self-support KB. A monitor is to track user interaction with the self-support KB while a user navigates through the self-support KB. A support service system is to receive a request from the first mobile device of the first user to request a live support service and in response to the request, the support service system is to identify a set of skills required to handle the first product currently navigated by the user. An agent manager to select a support agent having a skill set satisfying the identified skill set. A communications and routing system coupled to the support service system to establish session video chat communications session between the mobile devices of the user and the selected agent.