Abstract:
This disclosure concerns an effective utilization of a self-care online portal containing enriched customer experience. Here the portal upon receiving a validated search string relevant to an issue faced and entered by the user through a web interface, displays the relevant information retrieved from the database by the server on the web interface thus enabling the user to resolve the issue by self-based on the retrieved relevant information. The user then gets rewarded for successful self-resolution of issue. Additionally, the user also gets an option of initiating one or more interaction channels comprising of but not restricted to a multimedia session or an audio conversation using a communicating device or a web enabled user discussion forums to further help in resolving the issue in a time effective optimized manner thereby creating an enriched customer experience.

Description:
[0001]    This application claims the benefit of Indian Patent Application Filing No. 591/CHE/2012, filed Feb. 17, 2012, which is hereby incorporated by reference in its entirety. 
       FIELD 
       [0002]    The present disclosure relates to self-care portals, in particular, to effectively utilize the self-care portal to resolve customer issues related to a seamless integration between the portal, the knowledge management system and the agent contact center. 
       BACKGROUND 
       [0003]    It is standard practice for software suppliers or any online supplier to set up helpdesks to provide assistance to customers in order to resolve their problems with regards to the products sold. The help desk would then be instrumental in diagnosing the problem and in providing the solution to the customer. In the beginning, the first concepts of help desks involved getting connected with an agent using a telephone over a public network. The customer had to dial special toll-free numbers, wait for a long period of time till an agent was free and then explain verbally the issues. This process was time consuming and was limited with regards to data sharing which would help in explaining the problem in required detail in order to enable the agent to solve it at the earliest. It was highly dependent on the ability of the customer to be able to convey the depth of problem accurately to the agent thereby limiting the response and efficacy of the solution. As time progressed and technology advanced, with the advent of the internet, online sharing of data using multimedia sessions became the norm of the day making problem solving and diagnostics much more effective and simpler. 
         [0004]    The current process involves online websites which provide FAQs (frequently answered questions) and generic troubleshooting advice enabling a customer to self-diagnose and solve the problem themselves; failing which they have the additional option of speaking directly with an agent through phone or multimedia sessions where varied forms of data can be shared with the agent to enable them to understand and solve the problem effectively. These two processes are still discrete and non-interactive in the sense that, they occur sequentially and take quite a bit of time. 
         [0005]    A customer would first try self-diagnosing and then solving the problem based on online websites. Failing which, they would initiate a session with the agent directly either through a chat session or over a phone as a follow-up independent event. Here they would again have to repeat the entire process of explaining the problem and the data and wait for the agent to resolve the issue. Also in this case, it is not necessary that the customer gets an agent who is familiar or an expert with the problem in hand, leading to further time delay in problem resolution. All of this results in a huge wastage of time and resources from both sides with the problem not being effective and optimally solved. Due to the sequential nature of the problem solving at the customer&#39;s end taking double the time for online self-solving and then the agent, it reduces the incentive for the customer to self-solve making them directly contact the agent more frequently. This ends up putting a huge constraint on the resources, money and time that the software or online suppliers will have to expend for providing solutions. 
       SUMMARY 
       [0006]    Aspects of the disclosure relate to relates to self-care portals, in particular, to effectively utilize the self-care portal to resolve customer issues related to a seamless integration between the portal, the knowledge management system and the agent contact center. 
         [0007]    One embodiment of the present disclosure refers to an effective online self-care portal for addressing the customer issues while providing an enriched experience. The method of the present embodiment involves the customer, who has an issue with product or solutions sold by the supplier, providing credentials to log into the supplier&#39;s online website. Additionally, the user may enter keywords describing the nature of the problem enabling the interactive knowledge management system to retrieve the relevant data in the form of audio, video or text format, to enable the user to diagnose and solve the problem by self in an effective manner utilizing least amount of time. In the event that this is not enough, then the system allows the user to initiate a conversation with an agent on the click of a button through online web interface utilizing three different venues. The different venues being a telephone, media chat session or through user discussion boards. An important aspect of this ‘click-to-initiate’ function with the agent is that all the relevant information entered and retrieved so far by the user with regards to the query, is transferred with context to the agent automatically saving huge amounts of time in being repetitive to explain the same to the agent. Additionally, the selection of the agent is done by the system in an intelligent time-saving manner based on certain parameters like skill and expertise, customer preference and type etc. This process enables and ensures the right agent is chosen to resolve the issue in the most optimum manner based on the requirements. Also, user experience is enriched and encouraged in this system by having a reward system for self-solving the issues and also contributing to solving other issues on the user discussion boards. 
     
    
     
       DRAWINGS 
         [0008]    These and other features, aspects, and advantages of the present invention will be better understood when the following detailed description is read with reference to the accompanying drawings in which like characters represent like parts throughout the drawings, wherein: 
           [0009]      FIG. 1  is a block diagram illustrating a system  100  for effectively utilizing a self-care online portal with enriched customer experience, in accordance with an embodiment of the present disclosure; 
           [0010]      FIG. 2  is a flow chart illustrating a method  200  for effectively utilizing a self-care online portal with enriched customer experience, in accordance with an embodiment of the present disclosure; and 
           [0011]      FIG. 3  is a system illustrating a generalized computer network arrangement, in accordance with an embodiment of the present disclosure. 
       
    
    
     DETAILED DESCRIPTION 
       [0012]      FIG. 1  is a flow chart illustrating a system  100  for effectively utilizing a self-care online portal with enriched customer experience, in accordance with an embodiment of the present disclosure. 
         [0013]    The system  100  comprises a user  110 , a web interface module  120 , a processor coupled to the web interface module  170 , a server module  130 , a database  140 , a user database  150  and a knowledge management module  160 . The database  140  and the user database  150  may be comprised within the knowledge management module  160 . 
         [0014]    The user  110  may login to the server module  130  using credentials which may be verified by the server module  130  with the user database  150 . After the verification of the user  110  credentials, the server module  130  may retrieve the user relevant information. The user  110  can set a particular preference of his or her choice. 
         [0015]    The user  110  may enter a search string into the server module  130  through the web interface module  120 . The search string may be validated internally to check for the consistency or the syntax of the search string. The search string may comprise but not restricted to alphabets, numbers or special characters. The information in the search string may be related to a problem faced by the user  110  in a particular area or domain. 
         [0016]    The processor  170  in the web interface module  120  may retrieve information intelligently from the knowledge management module  160  using the information of the search string mapped onto the problem in the particular area or domain. The information related to the domain specific area would be retrieved from the database  140  comprised within the knowledge management module  160  and also the user database  150  for preferences pertaining to the user. The information retrieved could be in but not restricted to an audio file, a video file or a textual data with images. 
         [0017]    The user  110  may use the retrieved information to solve a particular problem by referring to it. If the user  110  could successfully solve the problem by self, then the user  110  may be rewarded with certain points or recognition status. 
         [0018]    In another embodiment of the present disclosure, if the user is not able to solve the problem by self after referring to the retrieved information, the user  110  may be provided with a means to initiate one or more interaction channels. These interaction channels may comprise but not restricted to a multimedia session through the web interface module  120 , an audio session using a communication device through the web-interface module  120  and a web enabled user discussion forum using the web interface module  120 . 
         [0019]    The interaction channels provided to the user  110  may be configured to intelligently select and assign an appropriate agent to interact with the user  110  based on a number of parameters. These parameters may include the following but is not restricted to a user  110  preference, agent skill and a type of user  110 . In continuation with this embodiment the context information such as search keywords, retrieved information about the user and retrieved information about the problem may be transferred to the agent through web-interface module  120 . The data transferred to the agent may be in the form but not restricted to an audio file, a video file or an image. The agent may use the information which he or she receives to solve the problem or query in the most efficient and in the shortest time possible. 
         [0020]    In another embodiment of the present disclosure the user  110  may initiate an audio interaction channel using a communication device to interact with the selected agent. The communication device may be but not restricted to a wireless mobile phone, a wired telephone, a voice over internet protocol. In this embodiment, the context information such as the search string, retrieved information by the server module  130  about the user and the problem may be transferred to the chosen agent through the web-interface module  120 . The data then transferred to the agent may be in the form but not restricted to an audio file, a video file textual data or an image. The chosen agent may then use the information which he or she receives to solve the problem or query in the most efficient and in the shortest time possible. 
         [0021]    In another embodiment of the present disclosure the server module  130  could be configured to connect the user  110  and the agent in the shortest time based on additional parameters such as agent availability. The context information such as the search string, retrieved information by the server module  130  about the user and the problem may be transferred to the chosen agent through the web-interface module  120 . The data then transferred to the agent may be in the form but not restricted to an audio file, a video file textual data or an image. The chosen agent may then use the information which he or she receives to solve the problem or query in the most efficient and in the shortest time possible. 
         [0022]    In another embodiment of the present disclosure, the user  110  may be connected to a web enabled user discussion forum on the server module  130  through the web interface module  120 . The user  110  may be enabled to resolve the problem in a time effective manner using multiple forms of data and a plurality of peer input on the user discussion forum. 
         [0023]    With reference to  FIG. 2 , method  200  includes a step  210  wherein a user first logs into the server and the user credentials are validated by the server against the user database. The user then enters a valid search string in the server through a web interface module in order to resolve an issue. At step  220  the server then retrieves relevant information from the database part of the knowledge management module based on the entered search string and the user preferences which are retrieved from the user database. At step  230  the user then attempts to solve the problem based on the retrieved relevant information which may be but not restricted to a combination of text, audio or video data form. Upon successfully solving the problem based on the retrieved relevant information, at step  240  the server then awards the user through the web interface with either or a combination of reward points and recognition status. In another embodiment of the disclosure, the user unable to solve the problem with the retrieved information from the server based on the entered search string is provided at step  250  with means to initiate one or more interaction channels. Initiation of interaction channels by user may comprise of but not restricted to initiating a multimedia session through the web interface module as mentioned in step  260 , initiating an audio session using a communication device through the web-interface module as mentioned in step  270  and initiating a web enabled user discussion forum using the web interface module as mentioned in step  280 . 
         [0024]    The interaction channels provided to the user may be configured to intelligently select and assign an appropriate agent to interact with the user based on a number of parameters. These parameters may include the following but is not restricted to a user preference, agent skill and a type of user. In continuation with this embodiment the context information such as search keywords, retrieved information about the user and retrieved information about the problem may be transferred to the agent through web-interface module. The data transferred to the agent may be in the form but not restricted to an audio file, a video file or an image. The agent may use the information which he or she receives to solve the problem or query in the most efficient and in the shortest time possible. 
         [0025]    At step  270 , in another embodiment of the present disclosure the user may initiate an audio interaction channel using a communication device to interact with the selected agent. The communication device may be but not restricted to a wireless mobile phone, a wired telephone, a voice over internet protocol. In this embodiment, the context information such as the entered search string as in step  210 , retrieved information by the server module about the user as in step  220  and the problem may be transferred to the chosen agent through the web-interface module. The data then transferred to the agent may be in the form but not restricted to an audio file, a video file textual data or an image. The chosen agent may then use the information which he or she receives to solve the problem or query in the most efficient and in the shortest time possible. 
         [0026]    At step  280 , in another embodiment of the present disclosure, the user may be connected to a web enabled user discussion forum on the server module through the web interface module. The user may be enabled to resolve the problem in a time effective manner using multiple forms of data and a plurality of peer input on the user discussion forum. 
         [0027]    With reference to  FIG. 3 , the computing environment  300  includes at least one processing unit  310  and memory  320 . In  FIG. 3 , this most basic configuration  330  is included within a dashed line. The processing unit  310  executes computer-executable instructions and may be a real or a virtual processor. In a multi-processing system, multiple processing units execute computer-executable instructions to increase processing power. The memory  320  may be volatile memory (e.g., registers, cache, RAM), non-volatile memory (e.g., ROM, EEPROM, flash memory, etc.), or some combination of the two. In some embodiments, the memory  320  stores software  380  implementing described techniques. 
         [0028]    A computing environment may have additional features. For example, the computing environment  300  includes storage  340 , one or more input devices  350 , one or more output devices  360 , and one or more communication connections  370 . An interconnection mechanism (not shown) such as a bus, controller, or network interconnects the components of the computing environment  300 . Typically, operating system software (not shown) provides an operating environment for other software executing in the computing environment  300 , and coordinates activities of the components of the computing environment  300 . 
         [0029]    The storage  340  may be removable or non-removable, and includes magnetic disks, magnetic tapes or cassettes, CD-ROMs, CD-RWs, DVDs, or any other medium which may be used to store information and which may be accessed within the computing environment  300 . In some embodiments, the storage  440  stores instructions for the software  380 . 
         [0030]    The input device(s)  350  may be a touch input device such as a keyboard, mouse, pen, trackball, touch screen, or game controller, a voice input device, a scanning device, a digital camera, or another device that provides input to the computing environment  300 . The output device(s)  360  may be a display, a television, a hand held device, a head mounted display or a Kiosk that provides output from the computing environment  300 . 
         [0031]    The communication connection(s)  370  enable communication over a communication medium to another computing entity. The communication medium conveys information such as computer-executable instructions, audio or video information, or other data in a modulated data signal. A modulated data signal is a signal that has one or more of its characteristics set or changed in such a manner as to encode information in the signal. By way of example, and not limitation, communication media include wired or wireless techniques implemented with an electrical, optical, RF, infrared, acoustic, or other carrier. 
         [0032]    Implementations may be described in the general context of computer-readable media. Computer-readable media are any available media that may be accessed within a computing environment. By way of example, and not limitation, within the computing environment  300 , computer-readable media include memory  320 , storage  340 , communication media, and combinations of any of the above. 
         [0033]    The sequence of instructions as explained in the above method steps may include a program code adapted for accepting at the minimum one validated search string relevant to an issue faced by a user, wherein the validated search string is entered by the user on a server through a web interface. The instructions may further include the program code adapted for displaying relevant information retrieved from a database by the server on the web interface based on the validated search string. The instructions may also further include the program code adapted for enabling the user to resolve the issue by self based on the relevant information retrieved upon which the user is rewarded. The instructions may also further include the program code adapted for providing the user one or more interaction channels comprising of initiating a multimedia session on the server through the web interface or initiating an audio conversation on the server through the web interface by a communicating device or connecting the user to an web enabled user discussion forum on the server through the web interface. 
         [0034]    Having described and illustrated the principles of our invention with reference to described embodiments, it will be recognized that the described embodiments may be modified in arrangement and detail without departing from such principles. It should be understood that the programs, processes, or methods described herein are not related or limited to any particular type of computing environment, unless indicated otherwise. Various types of general purpose or specialized computing environments may be used with or perform operations in accordance with the teachings described herein. Elements of the described embodiments shown in software may be implemented in hardware and vice versa. 
         [0035]    In view of the many possible embodiments to which the principles of our invention may be applied, we claim as our invention all such embodiments as may come within the scope and spirit of the following claims and equivalents thereto.