US Patent:
20050288981, Dec 29, 2005
Inventors:
Aurelio Elias - Hurst TX, US
Marcus Gobel - Las Vegas NV, US
International Classification:
G06F017/00
Abstract:
The present invention generally relates to a customer support methodology which can be enacted with a combination of automated support solutions and support technicians for industries where there are services which relate to a customer account(s). Its main purpose is the effective use and acquisition of data to better understand the customer, the product/service, and the support system in order to better handle support issues that have and could possibly happen. The innovation in customer support methodologies are established in key general areas: profiling, support session routing, authorization, verification, data convergence, data protection, communication, predictive analysis, government compliance, customer satisfaction, and preemptive actions.