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1. 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.

2. 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。

3. 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。

4. 发明授权

US09173090B2 Method for activating services associated with a product via a service center supporting a variety of products 有权
标题翻译：通过支持各种产品的服务中心激活与产品相关的服务的方法
公开(公告)号：US09173090B2
公开(公告)日：2015-10-27
申请号：US13234056
申请日：2011-09-15
申请人： Kenneth D. Tuchman , Bruce A. Sharpe , Henry D. Truong
发明人： Kenneth D. Tuchman , Bruce A. Sharpe , Henry D. Truong
IPC分类号： H04W8/26 , G06Q20/20 , H04L29/08 , H04L29/06 , H04W4/20
CPC分类号： H04W8/265 , G06Q20/20 , H04L63/0815 , H04L67/303 , H04W4/21 , H04W8/20
摘要： A service center receives a request for activating a subscribed service on a first device that has been registered with the service center, where the service center provides services to a plurality of products on behalf of a plurality of product providers. In response to the request, device information about the registered first device is retrieved from an internal database, where the device information was collected when the first device was registered with the service center. Subscription information including credentials of a user who has subscribed the subscribed service is obtained for authentication. The device information and the credentials are transmitted to a service provider that provides the subscribed service to allow the service provider to activate the subscribed service on the first device, without having the user to directly contact the service provider for activating the subscribed service.
摘要翻译：服务中心接收在已经向服务中心注册的第一设备上激活订阅服务的请求，其中服务中心代表多个产品提供商向多个产品提供服务。响应于该请求，从内部数据库检索关于登记的第一设备的设备信息，其中在第一设备向服务中心注册时收集设备信息。获得包括订阅订阅服务的用户的凭证的订阅信息用于认证。将设备信息和凭证传送给提供订阅服务的服务提供商，以允许服务提供商在第一设备上激活订阅的服务，而不使用户直接联系服务提供商以激活订阅的服务。

5. 发明申请

US20150120357A1 METHOD AND SYSTEM FOR PROVIDING LIVE-CONNECTED CONTENT 审中-公开
标题翻译：提供实时连接内容的方法和系统
公开(公告)号：US20150120357A1
公开(公告)日：2015-04-30
申请号：US14521777
申请日：2014-10-23
申请人： Kenneth D. Tuchman , R. Giles Whiting , Bruce A. Sharpe , Henry D. Truong
发明人： Kenneth D. Tuchman , R. Giles Whiting , Bruce A. Sharpe , Henry D. Truong
IPC分类号： G06Q10/06
CPC分类号： G06Q10/063114
摘要： According to one embodiment, a first server receives at a first server a first request from a first user device of a first user. In response, a content database is accessed to identify media content documents. For each of the identified media content documents, the document identifier is transmitted to a second server to request availability information of agents associated with the document identifier. A list of agent identifiers is received from the second server, the agent identifiers identifying the agents and their geographic locations currently available to establish a live communication session with the first user to discuss content described in a corresponding media content document. A subset of the media content documents is selected based on the availability information and transmitted to the first user device to be presented therein.
摘要翻译：根据一个实施例，第一服务器在第一服务器处接收来自第一用户的第一用户设备的第一请求。作为响应，访问内容数据库以识别媒体内容文档。对于每个所标识的媒体内容文档，将文档标识符发送到第二服务器以请求与文档标识符相关联的代理的可用性信息。从第二服务器接收代理标识符的列表，代理标识符识别当前可用于与第一用户建立实时通信会话的代理及其地理位置，以讨论在相应的媒体内容文档中描述的内容。基于可用性信息选择媒体内容文档的子集，并将其发送到要在其中呈现的第一用户设备。

6. 发明申请

US20150117631A1 METHOD AND SYSTEM FOR ROUTING MESSAGES AND CONNECTING USERS ASSOCIATED WITH LIVE-CONNECTED CONTENT 有权
标题翻译：用于路由信息和连接与活动连接内容相关联的用户的方法和系统
公开(公告)号：US20150117631A1
公开(公告)日：2015-04-30
申请号：US14521783
申请日：2014-10-23
申请人： Kenneth D. Tuchman , R. Giles Whiting , Bruce A. Sharpe , Henry D. Truong
发明人： Kenneth D. Tuchman , R. Giles Whiting , Bruce A. Sharpe , Henry D. Truong
IPC分类号： H04M3/523 , H04M3/487 , H04M3/51 , H04W4/02
CPC分类号： H04M3/5191 , G06Q30/0257 , G06Q30/0261 , H04M3/4878 , H04M3/5133 , H04M3/5232 , H04M3/5233 , H04M7/003 , H04W4/021 , H04W4/21
摘要： 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.
摘要翻译：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。

7. 发明申请

US20150100889A1 METHOD FOR PROVIDING MEDIA CONTENT USING MULTI-CHANNEL NAVIGATOR AND ROUTE SEQUENCES 审中-公开
标题翻译：使用多通道导航器和路由序列提供媒体内容的方法
公开(公告)号：US20150100889A1
公开(公告)日：2015-04-09
申请号：US14569613
申请日：2014-12-12
申请人： Kenneth D. Tuchman , Bruce A. Sharpe , Henry D. Truong
发明人： Kenneth D. Tuchman , Bruce A. Sharpe , Henry D. Truong
IPC分类号： H04L12/24 , H04M3/523 , G06F3/0484 , G06F3/0482 , G06F3/0485
CPC分类号： H04L41/22 , G06F3/0482 , G06F3/04842 , G06F3/0485 , H04M3/5141 , H04M3/523 , H04M2201/38 , H04M2201/42 , H04M2201/54 , H04M2203/2038 , H04M2203/252 , H04M2203/408
摘要： An electronic device displays a first row of graphical representations, each corresponding to a context element of a route sequence map of a first user. The route sequence map includes context elements organized in a hierarchical structure, each context element having one or more property values specifying an action to be performed by the server or a link to one or more child context elements in the hierarchical structure. In response to a selection of a first graphical representation from the first row, a first message having at least a first identifier (ID) of the first graphical representation is transmitted to the server. A second message is received from the server in response to the first message, the second message including data identifying a second row of context elements of the route sequence map. The second row is displayed as a child row to the first row.
摘要翻译：电子设备显示第一行图形表示，每行对应于第一用户的路线序列图的上下文元素。路线序列图包括以层次结构组织的上下文元素，每个上下文元素具有指定要由服务器执行的动作的一个或多个属性值，或者到分层结构中的一个或多个子上下文元素的链接。响应于来自第一行的第一图形表示的选择，具有至少第一图形表示的第一标识符（ID）的第一消息被发送到服务器。响应于第一消息从服务器接收到第二消息，第二消息包括标识路由序列图的上下文元素的第二行的数据。第二行显示为第一行的子行。

8. 发明申请

US20130268404A1 PLATFORM FOR PROVIDING LIFE-CYCLE PRODUCT SUPPORT SERVICES 审中-公开
标题翻译：提供生命周期产品支持服务的平台
公开(公告)号：US20130268404A1
公开(公告)日：2013-10-10
申请号：US13909625
申请日：2013-06-04
申请人： Kenneth D. Tuchman , Bruce A. Sharpe , Henry D. Truong
发明人： Kenneth D. Tuchman , Bruce A. Sharpe , Henry D. Truong
IPC分类号： G06Q30/00
CPC分类号： G06Q30/016 , G06Q30/02 , G06Q30/0601 , H04W4/12 , H04W4/21
摘要： A support center receives a first request from a mobile device requesting a support service and establishing a communications session between the user of the mobile device and a support agent to allow the support agent to provide the support service to the product. The support center receives a message associated with the product from a vendor providing the product, the message identifying at least one of a promotion, a reward, a suggestion of an accessory, and a recall of the product. The support center accesses a set of rules associated with the product to determine whether the message associated with the product should be routed to the user, where the rules have been previously configured by the user and stored in the database, and transmits the message to the mobile device if the rules permit.
摘要翻译：支持中心从移动设备接收请求支持服务的第一请求，并且在移动设备的用户和支持代理之间建立通信会话，以允许支持代理向产品提供支持服务。支持中心从提供产品的供应商接收与产品相关联的消息，该消息标识促销，奖励，附件的建议和产品的召回中的至少一个。支持中心访问与产品相关联的一组规则，以确定与产品相关联的消息是否应被路由到用户，其中规则先前由用户配置并存储在数据库中，并将消息发送到移动设备如果规则允许。

9. 发明申请

US20120265695A1 ONE-TOUCH SUPPORT SERVICES APPLICATION PROGRAMMING INTERFACES 审中-公开
标题翻译：一触式支持服务应用编程接口
公开(公告)号：US20120265695A1
公开(公告)日：2012-10-18
申请号：US13085398
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： G06Q10/02 , G06Q30/016 , H04W4/00
摘要： According to one aspect, a request is received at a support services application programming interface (API) of a support center that provides support services to a plurality of products of a plurality of vendors, where the request is received from a user for support services of a product. In response to the request, a case identifier (ID) is instantly generated that uniquely identifies a current instant support services session associated with the user for supporting the product. A touch plan is dynamically created representing an instance of the support services session, where the touch plan is identified and tracked by the case ID. A communication session is established between an agent and the user to allow the agent to provide support services to the user based on the touch plan.
摘要翻译：根据一个方面，在支持中心的支持服务应用程序编程接口（API）处接收请求，所述支持服务应用编程接口（API）向多个供应商的多个产品提供支持服务，其中从用户接收请求以获得支持服务的支持服务一个产品。响应于该请求，立即生成案例标识符（ID），其唯一地标识与用户相关联的用于支持产品的当前即时支持服务会话。动态创建触摸计划，表示支持服务会话的实例，触摸计划由案例ID标识和跟踪。在代理和用户之间建立通信会话，以允许代理基于触摸计划向用户提供支持服务。

10. 发明授权

US09990635B2 Methods for providing cross-vendor support services 有权
公开(公告)号：US09990635B2
公开(公告)日：2018-06-05
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： G06F17/30 , G06F15/16 , G06Q10/00 , G06F7/00 , G06Q30/00 , G06Q50/00 , H04M1/725 , H04W12/06 , H04L29/06 , H04L29/08 , G06Q10/06 , H04W4/00 , G06K7/14 , G06Q30/06 , 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.

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