公开(公告)号：US09843681B2

公开(公告)日：2017-12-12

申请号：US14921327

申请日：2015-10-23

Applicant: Kenneth D. Tuchman ,  Bruce A. Sharpe ,  Henry D. Truong

Inventor： Kenneth D. Tuchman ,  Bruce A. Sharpe ,  Henry D. Truong

IPC: H04M3/51 ,  H04M3/523 ,  H04L29/08 ,  G06Q30/06 ,  H04L12/58 ,  G06Q10/10 ,  G06Q10/00

CPC classification number: H04M3/5233 ,  G06Q10/10 ,  G06Q10/20 ,  G06Q30/0601 ,  H04L51/32 ,  H04L67/22 ,  H04M3/5191 ,  H04M3/523

Abstract: User interactions with content presented during a particular browsing session are monitored in real-time during the browsing session. In response to different user interactions, content type of the content being interacted by the user is determined dynamically. A skill set is determined based on the content type within the same browsing session. Subsequently during the same browsing session, in response to a request from the user for connecting with an agent, a list of agents who possess the skill set is identified. A live communication session is established between a user device of the user and an agent device of an agent selected from the list.

公开(公告)号：US09609132B2

公开(公告)日：2017-03-28

申请号：US14921355

申请日：2015-10-23

Applicant: Kenneth D. Tuchman ,  Bruce A. Sharpe ,  Henry D. Truong

Inventor： Kenneth D. Tuchman ,  Bruce A. Sharpe ,  Henry D. Truong

IPC: H04M3/51 ,  H04M3/523 ,  G06Q30/06 ,  H04L12/58 ,  H04L29/08 ,  G06Q10/10 ,  G06Q10/00

CPC classification number: H04M3/5233 ,  G06Q10/10 ,  G06Q10/20 ,  G06Q30/0601 ,  H04L51/32 ,  H04L67/22 ,  H04M3/5191 ,  H04M3/523

Abstract: A content type of content interacted by a user is determined and a skill set is determined based on the content type. A first set of preferred agents is identified based on the skill set, where the preferred agents have a prior relationship with the user. A second set of recommended agents is identified based on the skill set, where the recommended agents have no prior relationship with the user. The first and second set of preferred agents and recommended agents are transmitted to a user device of the user to allow the user to select one of the preferred and recommended agents. The transmitted information include information indicating whether any of the preferred and recommended agents is available the point in time. A live communication session is established between the user device and an agent device of a selected agent.

公开(公告)号：US20150312414A1

公开(公告)日：2015-10-29

申请号：US14686514

申请日：2015-04-14

Applicant: Kenneth D. Tuchman ,  R. Giles Whiting ,  Bruce A. Sharpe ,  Henry D. Truong

Inventor： Kenneth D. Tuchman ,  R. Giles Whiting ,  Bruce A. Sharpe ,  Henry D. Truong

IPC: H04M3/51 ,  G06Q30/02 ,  H04M3/523

CPC classification number: H04M3/5191 ,  G06Q30/0257 ,  G06Q30/0261 ,  H04M3/4878 ,  H04M3/5133 ,  H04M3/5232 ,  H04M3/5233 ,  H04M7/003 ,  H04W4/021 ,  H04W4/21

Abstract: A first request is received from a first user device, including a content item identifier identifying a first content item. In response, a list of media content documents is identified from a content database based on the content item ID. Document identifiers of the media content document are transmitted to a second server. A list of agent identifiers is received from the second server identifying agents who are currently available to establish a live communication session with the first user. A subset of the media content documents is determined based on the availability information of the agents and transmitted to the first user device. Each of the subset is presented with at least one agent identifier identifying an available agent, at least one geographic location of the available agent, and a live connect button to allow the first user to reach the corresponding available agent.

Abstract translation: 从第一用户设备接收到第一请求，包括识别第一内容项目的内容项标识符。 作为响应，基于内容项目ID从内容数据库识别媒体内容文档的列表。 将媒体内容文档的文档标识符发送到第二服务器。 从第二服务器接收到代理标识符的列表，识别当前可用于与第一用户建立实时通信会话的代理。 基于代理的可用性信息确定媒体内容文档的子集，并发送给第一用户设备。 向该子集中的每一个呈现标识可用代理的至少一个代理标识符，可用代理的至少一个地理位置和实时连接按钮，以允许第一用户到达相应的可用代理。

公开(公告)号：US09036807B1

公开(公告)日：2015-05-19

申请号：US14521783

申请日：2014-10-23

Applicant: Kenneth D. Tuchman ,  R. Giles Whiting ,  Bruce A. Sharpe ,  Henry D. Truong

Inventor： Kenneth D. Tuchman ,  R. Giles Whiting ,  Bruce A. Sharpe ,  Henry D. Truong

IPC: H04M3/00 ,  H04M5/00 ,  H04M1/64 ,  H04M11/00 ,  H04M3/523 ,  H04W4/02 ,  H04M3/487 ,  H04M3/51

CPC classification number: H04M3/5191 ,  G06Q30/0257 ,  G06Q30/0261 ,  H04M3/4878 ,  H04M3/5133 ,  H04M3/5232 ,  H04M3/5233 ,  H04M7/003 ,  H04W4/021 ,  H04W4/21

Abstract: According to one embodiment, a first request of a first user is received for communicating with an agent concerning a content item of a media presentation presented to the first user. In response, agents associated with the content identifier are identified. Status of the identified agents is determined. Agent identifiers are transmitted to the second server, the agent identifiers identifying one or more available agents, including a geographic location of the agents. A second request is received from a first user device of the first user, including an agent identifier identifying a first agent selected by the first user from the list and contact information of the first user. In response, a first message is transmitted to a first agent device of the first agent, the first message including the content identifier identifying the content item and the contact information of the first user.

Abstract translation: 根据一个实施例，接收第一用户的第一请求以便与代理有关向第一用户呈现的媒体呈现的内容项进行通信。 作为响应，识别与内容标识符相关联的代理。 确定确定的药剂的状态。 代理标识符被发送到第二服务器，代理标识符标识一个或多个可用代理，包括代理的地理位置。 从第一用户的第一用户设备接收到第二请求，包括从列表中识别由第一用户选择的第一代理的代理标识符和第一用户的联系信息。 作为响应，第一消息被发送到第一代理的第一代理设备，第一消息包括标识内容项的内容标识符和第一用户的联系人信息。

公开(公告)号：US20140119531A1

公开(公告)日：2014-05-01

申请号：US14014148

申请日：2013-08-29

Applicant: Kenneth D. Tuchman ,  Bruce A. Sharpe ,  Henry D. Truong

Inventor： Kenneth D. Tuchman ,  Bruce A. Sharpe ,  Henry D. Truong

IPC: H04M3/51 ,  G06Q30/00

CPC classification number: G06Q30/016 ,  G06Q10/063112 ,  H04L12/1813 ,  H04M3/5141 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5231 ,  H04M7/003 ,  H04M2203/407

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. An answer engine is to receive a query from the user to ask a question and in response to the query, to identify a predefined response to the query in view of a set of dialog rules. The answer engine is to transmit one or more related questions that the user will likely ask based on the dialog rules and the user interaction. The answer engine further transmits an invitation to allow the user to initiate a live support session after a predetermined condition has been satisfied.

Abstract translation: 根据一个实施例，自助服务系统是提供自支持知识库（KB）信息以允许用户导航自支持知识库。 监视器将在用户浏览自支持KB时跟踪用户与自助KB的交互。 答案引擎是从用户接收询问问题并响应于查询的查询，以鉴于一组对话规则来识别对查询的预定义响应。 答案引擎是根据对话规则和用户交互来传送用户可能会询问的一个或多个相关问题。 应答引擎进一步发送允许用户在已经满足预定条件之后启动实时支持会话的邀请。

公开(公告)号：US20130325726A1

公开(公告)日：2013-12-05

申请号：US13962723

申请日：2013-08-08

Applicant: Kenneth D. Tuchman ,  Bruce A. Sharpe ,  Henry D. Truong ,  Alan B. Rahn

Inventor： Kenneth D. Tuchman ,  Bruce A. Sharpe ,  Henry D. Truong ,  Alan B. Rahn

IPC: G06Q30/00

CPC classification number: G06Q30/012 ,  G06F9/468 ,  G06F17/30867 ,  G06F17/30876 ,  G06F21/10 ,  G06F21/31 ,  G06F21/6218 ,  G06F2221/2119 ,  G06F2221/2129 ,  G06K7/1413 ,  G06K7/1417 ,  G06Q10/06312 ,  G06Q30/01 ,  G06Q30/016 ,  G06Q30/0635 ,  G06Q50/01 ,  H04L29/0809 ,  H04L63/083 ,  H04L63/0876 ,  H04L63/104 ,  H04L67/10 ,  H04L67/16 ,  H04M1/72522 ,  H04W4/00 ,  H04W12/06

Abstract: According to one aspect, in response to a request from a mobile application running at a mobile device of a customer, a personalized page is transmitted to the mobile application, the personalized page including a list of products retrieved from a customer profile of the customer. Each of the products is associated with one or more communications channels preferred by an associated client, which are retrieved from the client database. A live support request is received from the mobile application initiated from a selected product of the personalized page, the live support request including a selection selecting one of the preferred communications channels listed on the personalized page. A live communication session is established between the customer and a support agent using a selected communications channel for live support services to the customer concerning the selected product.

Abstract translation: 根据一个方面，响应于来自在客户的移动设备上运行的移动应用的请求，个性化页面被发送到移动应用，该个性化页面包括从客户的客户简档中检索的产品列表。 每个产品都与相关联的客户端优选的一个或多个通信信道相关联，这些通信信道从客户端数据库检索。 从从个人化页面的所选产品发起的移动应用接收实时支持请求，实时支持请求包括选择个性化页面上列出的优选通信频道之一的选择。 使用所选择的通信信道在客户和支持代理之间建立实时通信会话，以向客户提供关于所选产品的实时支持服务。

公开(公告)号：US20130223614A1

公开(公告)日：2013-08-29

申请号：US13407138

申请日：2012-02-28

Applicant: Kenneth D. Tuchman ,  Bruce A. Sharpe ,  Henry D. Truong ,  David Blatherwick

Inventor： Kenneth D. Tuchman ,  Bruce A. Sharpe ,  Henry D. Truong ,  David Blatherwick

IPC: H04M3/00

CPC classification number: H04L41/22 ,  G06F3/0482 ,  G06F3/04842 ,  G06F3/0485 ,  H04M3/5141 ,  H04M3/523 ,  H04M2201/38 ,  H04M2201/42 ,  H04M2201/54 ,  H04M2203/2038 ,  H04M2203/252 ,  H04M2203/408

Abstract: A service center receives a command from a remote device over a network, where the service center provides support services to users on products on behalf clients. Based on the command, a context element of a route sequence map associated with a user of the remote device is identified, where the identified context element is one of context elements of the route sequence map in a hierarchical structure. Each context element having one or more property values specifying at least one of an action to be performed by the service center and a link to one or more child context elements. It is determined whether the identified context element is an action context element or a navigation context element based on one or more property values associated with the identified context element. If so, an action specified by the identified context is performed.

Abstract translation: 服务中心通过网络从远程设备接收命令，服务中心为用户代表客户端的产品提供支持服务。 基于该命令，识别与远程设备的用户相关联的路由序列映射的上下文元素，其中所标识的上下文元素是分层结构中的路由序列映射的上下文元素之一。 每个上下文元素具有一个或多个属性值，其指定要由服务中心执行的动作中的至少一个以及指向一个或多个子上下文元素的链接。 基于与所识别的上下文元素相关联的一个或多个属性值来确定所识别的上下文元素是动作上下文元素还是导航上下文元素。 如果是，则执行由所识别的上下文指定的动作。

公开(公告)号：US08478652B2

公开(公告)日：2013-07-02

申请号：US13185213

申请日：2011-07-18

Applicant: Kenneth D. Tuchman ,  Bruce A. Sharpe ,  Henry D. Truong

Inventor： Kenneth D. Tuchman ,  Bruce A. Sharpe ,  Henry D. Truong

IPC: G06Q30/00

CPC classification number: G06Q30/016 ,  G06Q30/02 ,  G06Q30/0601 ,  H04W4/12 ,  H04W4/21

Abstract: A service center receives a request for posting a message from a mobile device over a network, the request identifying a first discussion forum and a second discussion forum, the message pertaining to a product previously registered with the service center by a user. The message is transmitted to a first server hosting the first discussion forum over the network, together with first credentials retrieved from a database associated with the service center. The first credentials are to allow the first discussion forum to authenticate the user in order to post the message on the first discussion forum. The message is also transmitted to a second server hosting the second discussion forum over the network, together with second credentials retrieved from the database. The second credentials are to allow the second discussion forum to authenticate the user in order to post the message on the second discussion forum.

Abstract translation: 服务中心通过网络接收来自移动设备的消息的请求，该请求标识第一讨论论坛和第二讨论论坛，该消息涉及由用户先前由服务中心注册的产品。 消息通过网络传送到托管第一个讨论论坛的第一台服务器，以及从与服务中心相关联的数据库检索的第一个凭据。 第一个凭据是允许第一个论坛对用户进行身份验证，以便在第一个讨论论坛上发布消息。 该消息还通过网络传送到托管第二讨论区的第二服务器以及从数据库检索的第二个凭证。 第二个凭据是允许第二个讨论论坛认证用户，以便在第二个讨论论坛上发布消息。

公开(公告)号：US20170109757A1

公开(公告)日：2017-04-20

申请号：US15394785

申请日：2016-12-29

Applicant: Kenneth D. Tuchman ,  Bruce A. Sharpe ,  Henry D. Truong ,  Alan B. Rahn

Inventor： Kenneth D. Tuchman ,  Bruce A. Sharpe ,  Henry D. Truong ,  Alan B. Rahn

IPC: G06Q30/00 ,  G06K7/14 ,  G06Q50/00 ,  G06Q30/06

CPC classification number: G06Q30/012 ,  G06F9/468 ,  G06F17/30867 ,  G06F17/30876 ,  G06F21/10 ,  G06F21/31 ,  G06F21/6218 ,  G06F2221/2119 ,  G06F2221/2129 ,  G06K7/1413 ,  G06K7/1417 ,  G06Q10/06312 ,  G06Q30/01 ,  G06Q30/016 ,  G06Q30/0635 ,  G06Q50/01 ,  H04L29/0809 ,  H04L63/083 ,  H04L63/0876 ,  H04L63/104 ,  H04L67/10 ,  H04L67/16 ,  H04M1/72522 ,  H04W4/00 ,  H04W12/06

Abstract: An analysis is performed on first and second product information to determine a relationship between a first product and a second product. In response to a first notification from a first backend system, a first message is transmitted to a mobile device of the user indicating that the change of a first activity is needed. It is determined whether a modification of a second activity is needed based on the relationship information of the first product and the second product and in response to determining that the modification of the second activity is needed, a second message is transmitted to the mobile device, indicating a possible modification of the second activity and offering a list of one or more options to modify the second activity. A live communications session is established between the user and a support agent of the server to discuss the possible modification of the second activity.

公开(公告)号：US09454761B2

公开(公告)日：2016-09-27

申请号：US14815828

申请日：2015-07-31

Applicant: Kenneth D. Tuchman ,  Bruce A. Sharpe ,  Henry D. Truong ,  Alan B. Rahn

Inventor： Kenneth D. Tuchman ,  Bruce A. Sharpe ,  Henry D. Truong ,  Alan B. Rahn

IPC: G06F17/30 ,  G06F15/16 ,  G06Q10/00 ,  G06F7/00 ,  G06Q30/00 ,  G06Q50/00 ,  H04M1/725 ,  H04W12/06 ,  H04L29/06 ,  H04L29/08 ,  G06Q10/06 ,  H04W4/00

CPC classification number: G06Q30/012 ,  G06F9/468 ,  G06F17/30867 ,  G06F17/30876 ,  G06F21/10 ,  G06F21/31 ,  G06F21/6218 ,  G06F2221/2119 ,  G06F2221/2129 ,  G06K7/1413 ,  G06K7/1417 ,  G06Q10/06312 ,  G06Q30/01 ,  G06Q30/016 ,  G06Q30/0635 ,  G06Q50/01 ,  H04L29/0809 ,  H04L63/083 ,  H04L63/0876 ,  H04L63/104 ,  H04L67/10 ,  H04L67/16 ,  H04M1/72522 ,  H04W4/00 ,  H04W12/06

Abstract: After successfully authenticating a user of a mobile device, products that have been registered with the server are determined. For each of the registered products, a list of support options available to the user is determined for a corresponding registered product, the list of support options including a live support option and a self-support option. For the self-support option available to the corresponding registered product, articles associated with the corresponding registered product are identified that have been published in an online publication forum. For the live support option available a list of communication options is determined that is available for the user to establish a live communication session with a support agent. A personalized page to the mobile device to be displayed at a display of the mobile device, listing the registered products. Each product is associated with the support options available.

Abstract translation: 在成功认证移动设备的用户之后，确定已经向服务器注册的产品。 对于每个注册产品，确定用户可用的支持选项列表，用于相应的注册产品，支持选项列表，包括实时支持选项和自助选项。 对于相应注册产品可用的自我支持选项，与相应的注册产品相关的文章已被确定已发布在在线出版论坛。 对于可用的实时支持选项，确定可用于用户与支持代理建立实时通信会话的通信选项的列表。 将移动设备的个性化页面显示在移动设备的显示器上，列出注册的产品。 每个产品都与可用的支持选项相关联。