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1. 发明申请

US20130325726A1 METHODS FOR PROVIDING CROSS-VENDOR SUPPORT SERVICES 审中-公开
标题翻译：提供交易者支持服务的方法
公开(公告)号：US20130325726A1
公开(公告)日：2013-12-05
申请号：US13962723
申请日：2013-08-08
申请人： Kenneth D. Tuchman , Bruce A. Sharpe , Henry D. Truong , Alan B. Rahn
发明人： Kenneth D. Tuchman , Bruce A. Sharpe , Henry D. Truong , Alan B. Rahn
IPC分类号： G06Q30/00
CPC分类号： 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
摘要： 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.
摘要翻译：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。

2. 发明授权

US09569781B2 Methods for providing cross-vendor support services 有权
标题翻译：提供跨供应商支持服务的方法
公开(公告)号：US09569781B2
公开(公告)日：2017-02-14
申请号：US14815818
申请日：2015-07-31
申请人： Kenneth D. Tuchman , Bruce A. Sharpe , Henry D. Truong , Alan B. Rahn
发明人： Kenneth D. Tuchman , Bruce A. Sharpe , Henry D. Truong , Alan B. Rahn
IPC分类号： G06F17/30 , G06F15/16 , G06Q10/00 , G06F7/00 , G06Q30/00 , G06Q50/00 , H04M1/725 , H04W12/06 , H04L29/06 , H04L29/08 , G06Q10/06 , H04W4/00 , G06F21/62 , G06F21/31 , G06F21/10 , G06F9/46
CPC分类号： 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
摘要： 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.
摘要翻译：对第一和第二产品信息执行分析以确定第一产品和第二产品之间的关系。响应于来自第一后端系统的第一通知，第一消息被发送到用户的移动设备，指示需要改变第一活动。基于第一产品和第二产品的关系信息确定是否需要修改第二活动，并且响应于确定需要修改第二活动，将第二消息发送到移动设备，指示可能修改第二活动并提供修改第二活动的一个或多个选项的列表。在用户和服务器的支持代理之间建立实时通信会话，以讨论第二活动的可能修改。

3. 发明授权

US09178994B2 Methods for providing self-support services using information from a viral source 有权
标题翻译：使用来自病毒源的信息提供自助服务的方法
公开(公告)号：US09178994B2
公开(公告)日：2015-11-03
申请号：US13085406
申请日：2011-04-12
申请人： Kenneth D. Tuchman , Bruce A. Sharpe , Henry D. Truong , Alan B. Rahn
发明人： Kenneth D. Tuchman , Bruce A. Sharpe , Henry D. Truong , Alan B. Rahn
IPC分类号： G06F15/16 , H04M3/51 , G06Q10/06 , G06Q30/02
CPC分类号： H04M3/51 , G06Q10/06 , G06Q30/0207 , H04M2203/1058
摘要： According to one aspect, a request is received at a services application programming interface (API) of a support center from a user for support services of a product provided by a client of the support center. In response to the request, one or more articles associated with the product are identified that have been published in an online publication forum, where the articles have been extracted from a knowledgebase (KB) based on a support history of the product maintained by the support center. A list of support options is presented to the user, including a first one-touch button to contact an agent of the support center and a link to the one or more articles of the publication forum to allow the user to attempt finding a solution to the product without having to contact the agent of the support center.
摘要翻译：根据一个方面，在来自用户的支持中心的服务应用编程接口（API）处接收由支持中心的客户提供的产品的支持服务的请求。响应于该请求，确定已经在线上出版论坛上发布了与产品相关联的一个或多个文章，其中文章已经从知识库（KB）中提取，基于由支持者维护的产品的支持历史中央。向用户呈现支持选项的列表，包括与支持中心的代理联系的第一单触按钮以及到发布论坛的一个或多个文章的链接，以允许用户尝试找到解决方案产品，而不必与支持中心的代理人联系。

4. 发明授权

US08533857B2 Methods for providing cross-vendor support services 有权
标题翻译：提供跨供应商支持服务的方法
公开(公告)号：US08533857B2
公开(公告)日：2013-09-10
申请号：US13085401
申请日：2011-04-12
申请人： Kenneth D. Tuchman , Bruce A. Sharpe , Henry D. Truong , Alan B. Rahn
发明人： Kenneth D. Tuchman , Bruce A. Sharpe , Henry D. Truong , Alan B. Rahn
IPC分类号： G06F17/30 , G06F15/16 , G06F7/00 , G06Q10/00
CPC分类号： 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
摘要： According to one aspect, a first request is received at a services application programming interface (API) of a support center from a first user for a first product provided by a first client. A second request is received at the services API of the support center from a second user for a second product provided by a second client. A first knowledgebase (KB) associated with the first client and a second KB associated with the second client are identified. A third KB that contains information common to the first product and the second product is identified. The first KB and the third KB are enabled to be accessible by a first agent assigned to provide support services of the first product. The second KB and the third KB are enabled to be accessible by a second agent assigned to provide support services of the second product.
摘要翻译：根据一个方面，在来自第一用户的支持中心的服务应用编程接口（API）处，由第一客户端提供的第一产品接收第一请求。在第二个客户端提供的第二个产品的第二个用户的服务API处接收到第二个请求。识别与第一客户机相关联的第一知识库（KB）和与第二客户端相关联的第二知识库（KB）。识别第一个产品和第二个产品共有的第三个KB。第一个KB和第三个KB可以被分配给第一个产品的支持服务的第一个代理访问。第二个KB和第三个KB可以被分配给第二个产品的支持服务的第二个代理访问。

5. 发明申请

US20120265800A1 METHODS FOR PROVIDING SELF-SUPPORT SERVICES USING INFORMATION FROM A VIRAL SOURCE 有权
标题翻译：使用来自虚拟来源的信息提供自助服务的方法
公开(公告)号：US20120265800A1
公开(公告)日：2012-10-18
申请号：US13085406
申请日：2011-04-12
申请人： Kenneth D. Tuchman , Bruce A. Sharpe , Henry D. Truong , Alan B. Rahn
发明人： Kenneth D. Tuchman , Bruce A. Sharpe , Henry D. Truong , Alan B. Rahn
IPC分类号： G06F15/16
CPC分类号： H04M3/51 , G06Q10/06 , G06Q30/0207 , H04M2203/1058
摘要： According to one aspect, a request is received at a services application programming interface (API) of a support center from a user for support services of a product provided by a client of the support center. In response to the request, one or more articles associated with the product are identified that have been published in an online publication forum, where the articles have been extracted from a knowledgebase (KB) based on a support history of the product maintained by the support center. A list of support options is presented to the user, including a first one-touch button to contact an agent of the support center and a link to the one or more articles of the publication forum to allow the user to attempt finding a solution to the product without having to contact the agent of the support center.
摘要翻译：根据一个方面，在来自用户的支持中心的服务应用编程接口（API）处接收由支持中心的客户提供的产品的支持服务的请求。响应于该请求，确定已经在线上出版论坛上发布了与产品相关联的一个或多个文章，其中文章已经从知识库（KB）中提取，基于由支持者维护的产品的支持历史中央。向用户呈现支持选项的列表，包括与支持中心的代理联系的第一单触按钮以及到发布论坛的一个或多个文章的链接，以允许用户尝试找到解决方案产品，而不必与支持中心的代理人联系。

6. 发明申请

US20120265697A1 METHODS FOR PROVIDING SUPPORT SERVICES VIA AN AVAILABLE COMMUNICATION CHANNEL BASED ON USER PREFERENCE AND CLIENT PREFERENCE 审中-公开
标题翻译：基于用户偏好和客户偏好通过可用的通信通道提供支持服务的方法
公开(公告)号：US20120265697A1
公开(公告)日：2012-10-18
申请号：US13085404
申请日：2011-04-12
申请人： Kenneth D. Tuchman , Bruce A. Sharpe , Henry D. Truong , Alan B. Rahn
发明人： Kenneth D. Tuchman , Bruce A. Sharpe , Henry D. Truong , Alan B. Rahn
IPC分类号： G06Q10/00
CPC分类号： G06Q30/016
摘要： According to one aspect, a request is received at a services application programming interface (API) of a support center from a user for support services of a product. A first list of one or more communication channels that are available for the user to contact an agent of the support center is generated based on a second list of one or more communication channels preferred by the user and a third list of one or more communication channels preferred by a vendor associated with the product. The first list of one or more communication channels is transmitted via the service API to the user. In response to a selection of a communication channel from the first list, a communication session is established between the user and the agent via the selected communication channel for providing support services of the product on behalf of the vendor.
摘要翻译：根据一个方面，在来自用户的支持中心的服务应用程序编程接口（API）处接收对产品的支持服务的请求。基于用户优选的一个或多个通信信道的第二列表和一个或多个通信信道的第三列表来生成可用于用户联系支持中心的代理的一个或多个通信信道的第一列表由与产品相关联的供应商优选。通过服务API将一个或多个通信信道的第一列表发送给用户。响应于来自第一列表的通信信道的选择，经由所选择的通信信道在用户和代理之间建立通信会话，以代表供应商提供产品的支持服务。

7. 发明申请

US20120265696A1 METHODS FOR PROVIDING DYNAMIC AND PROACTIVE SUPPORT SERVICES 审中-公开
标题翻译：提供动态支持服务的方法
公开(公告)号：US20120265696A1
公开(公告)日：2012-10-18
申请号：US13085399
申请日：2011-04-12
申请人： Kenneth D. Tuchman , Bruce A. Sharpe , Henry D. Truong , Alan B. Rahn
发明人： Kenneth D. Tuchman , Bruce A. Sharpe , Henry D. Truong , Alan B. Rahn
IPC分类号： G06Q10/00
CPC分类号： G06Q30/016
摘要： According to one aspect of the invention, it is determined, at a support center, a relationship between a first product provided by a first vendor and a second product provided by a second vendor. The first and second products have been purchased by a user via a purchasing facility associated with a client of the support center. In response to a first event received from the client or the first vendor indicating a change of the first product, a first message is transmitted to the user on behalf of the client notifying the user the change of the first product. A second message is automatically transmitted to the user offering a support service of a possible change of the second product in view of the relationship between the first and second products, without requiring the user to initiate a request for the support service.
摘要翻译：根据本发明的一个方面，在支持中心处确定由第一供应商提供的第一产品和由第二供应商提供的第二产品之间的关系。第一和第二产品是由用户通过与支持中心的客户端相关联的采购设备购买的。响应于从客户端或第一供应商接收的指示第一产品的改变的第一事件，代表客户端向用户发送第一消息，通知用户第一产品的改变。鉴于第一和第二产品之间的关系，第二个消息被自动发送给用户提供第二产品的可能改变的支持服务，而不需要用户发起对支持服务的请求。

8. 发明申请

US20170109757A1 METHODS FOR PROVIDING CROSS-VENDOR SUPPORT SERVICES 审中-公开
公开(公告)号：US20170109757A1
公开(公告)日：2017-04-20
申请号：US15394785
申请日：2016-12-29
申请人： Kenneth D. Tuchman , Bruce A. Sharpe , Henry D. Truong , Alan B. Rahn
发明人： Kenneth D. Tuchman , Bruce A. Sharpe , Henry D. Truong , Alan B. Rahn
IPC分类号： G06Q30/00 , G06K7/14 , G06Q50/00 , G06Q30/06
CPC分类号： 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
摘要： 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.

9. 发明授权

US09454761B2 Methods for providing cross-vendor support services 有权
标题翻译：提供跨供应商支持服务的方法
公开(公告)号：US09454761B2
公开(公告)日：2016-09-27
申请号：US14815828
申请日：2015-07-31
申请人： Kenneth D. Tuchman , Bruce A. Sharpe , Henry D. Truong , Alan B. Rahn
发明人： Kenneth D. Tuchman , Bruce A. Sharpe , Henry D. Truong , Alan B. Rahn
IPC分类号： 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分类号： 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
摘要： 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.
摘要翻译：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。

10. 发明申请

US20150339676A1 METHODS FOR PROVIDING CROSS-VENDOR SUPPORT SERVICES 审中-公开
标题翻译：提供交易者支持服务的方法
公开(公告)号：US20150339676A1
公开(公告)日：2015-11-26
申请号：US14815828
申请日：2015-07-31
申请人： Kenneth D. Tuchman , Bruce A. Sharpe , Henry D. Truong , Alan B. Rahn
发明人： Kenneth D. Tuchman , Bruce A. Sharpe , Henry D. Truong , Alan B. Rahn
IPC分类号： G06Q30/00 , H04M1/725 , H04W12/06 , G06Q50/00
CPC分类号： 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
摘要： 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.
摘要翻译：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。

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