Abstract:
A web-based application is used to assist customer service representatives or others answer questions about various items such as electronic equipment. The application provides the user with an interface with links to additional pages of information. In one embodiment, the application can be configured to allow the user to answer questions about DSS satellite television systems, including installation, operation and programming information. The web-based application provides information to the user as well as interactive displays that simulate the actual operation of the unit under investigation. The displays can be rotated to assist the user in visualizing the unit under investigation and dialog boxes can be nested to appear when specific portions of a display are selected. For example, the display of a decoder box could be rotated and functional keys selected to obtain additional information about their function.

Description:
BACKGROUND OF THE INVENTION 
     1. Technical Field 
     The present invention relates to a method and apparatus for providing assistance to customer service representatives. Specifically, the preferred method comprises providing the assistance through a web-based application, wherein said application supplies the representative interactive video and information to assist in the diagnosis of customer&#39;s remote equipment and in the sale of products and services to the customer. 
     2. Description of Related Art 
     Many electronic systems are sold to consumers with the promise of telephone based  115  customer service to support that consumer. In other words, when the consumer buys an electronic device, he is also provided with a phone number he can call for assistance in using the device. For example, many homes have purchased satellite television systems. Once purchased, the satellite reception dish must be installed, the tuning box must be hooked between the satellite dish and the television, and service must be established. While this may have seemed easy to the consumer before making the purchase, he may need help with the tasks once he has gotten home. 
     Customer service operations are common for most large companies. Training customer service representatives is time consuming and expensive and retention for complex goods and services varies greatly amongst individuals. Especially when the underlying goods are complex, the average customer service representative can be easily confused by a consumer&#39;s questions. Such confusion leads to inaccurate advice being provided and ultimately to unhappy consumers. Further, for complicated devices such as satellite systems the average customer service representative cannot remember the many complexities encountered with different brands. Thus, a need exists for a method of assisting a consumer service representative by providing him/her with the needed information to assist a customer. 
     Many customer service operations use manuals to allow the representative to look up answers. However, the manuals can not be updated easily. Further, it may take longer than an impatient consumer can wait before the answer is found. Thus, a need exists for a method of providing frequently updated information to a representative. 
     Another function of the customer service representative is to sell the consumer services. To carry-on the satellite television example from above, the consumer buys the equipment, but then must also purchase service. This is accomplished by calling in to a central service center and placing the order. Service may come in many different packages, with one package focused on sports, while another may be focuses on movies, and yet another on educational programming. The pricing of each package may change frequently. Promotions may run, providing a discount to the purchaser of multiple packages and so forth. The multitude of options is difficult to track, and even more difficult to properly convey to the service representatives given the duty of making the sale and properly completing the order. Thus, a need exists for a method and apparatus for keeping the representative up-to-date on pricing plans and other information important to the consumer&#39;s purchase. In the same vein, disclaimers and other information concerning the consumer&#39;s rights or serviceability are often required. Ensuring that the representative provides this information each and every time he interacts with the consumer is very important. Thus, a need exists for a method of ensuring that the representative is provided with a script of necessary text to speak during his interaction with the consumer. 
     SUMMARY OF THE INVENTION 
     The present invention is a web-based application that assists customer service and sales representatives when dealing with customers by phone. In a preferred embodiment, the program is configured to specifically assist the representatives fielding calls regarding satellite systems, such as direct satellite service (DSS) receivers. The software tool allows the representative to screen a customer for serviceability, direct him to the nearest retail location, answer regional sports availibility, tailor an order to a customer&#39;s needs by simply asking a series of questions, or to easily diagnose specific problems encountered by the customer. It includes detailed information regarding each type of DSS receiver, as well as the numerous entertainment packages offered by DirectTV and USSB, the content providers. The tool can be implemented in retail locations to be use for sales aids, order taking, and technical assistance. 
     When the rep selects a model of DSS receiver on the tool&#39;s graphical user interface (GUI), he can rotate it to see the wiring ports on the back of the specific model. If a remote control is being discussed with a customer, the rep can click on any button on the representation of the remote and a dialog box will appear with predetermined text for the rep to use in discussing the problem with the customer. The image of a specific piece of equipment is active; i.e. if an actual DSS receiver has a red light that can blink, so does the display viewed by the rep. The program supplies a diagnosis “tree” for the rep to work down in diagnosing the problem encountered by the customer. The script supplied to the rep can be provided in English, a foreign language, and a phonetic representation of the foreign language script. For region specific programming on Regional Sports News (RSN), a customer can supply a zip code to the customer service rep who can then bring up the specific programming available for that area. The program provides specific scripts containing necessary disclaimers and legal tests that must be read to the customer. For order completion, a sales script is provided to the rep. As answers are supplied, an order completion form is completed. Specific prompts can be provided to guide the rep in selling promotionally priced programming. The answers to scripted questions can be used by the representative to recommend specific equipment to the customer. 
     For customers who have chosen to “self install” their satellite equipment, and run into difficulties, they can call a customer service agent for assistance. The agent will utilize the installation web application through as much of the installation as is required. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
       The novel features believed characteristic of the invention are set forth in the appended claims. The invention itself, however, as well as a preferred mode of use, further objectives and advantages thereof, will best be understood by reference to the following detailed description of an illustrative embodiment when read in conjunction with the accompanying drawings, wherein: 
         FIG. 1  depicts a pictorial representation of a distributed data processing system in which the present invention may be implemented. 
         FIG. 2  is a block diagram depicting a data processing system, which may be implemented as a server in a distributed data processing system. 
         FIG. 3  is a block diagram illustrating a general data processing system in which the present invention may be implemented. 
         FIG. 4  is an illustration of the home page for the web-based application embodying the present invention; 
         FIGS. 5 ,  5   a  and  5   b  illustrate screen displays for a first choice on the home page of  FIG. 4 ; 
         FIG. 5   c  illustrates an exemplary SmartForm screen; 
         FIG. 5   d  illustrates an exemplary order form generated in response to information provided to the SmartForm; 
         FIGS. 6 ,  6   a  and  6   b  illustrate screen displays for a second choice on the home page of  FIG. 4 ; 
         FIGS. 7 ,  7   a  and  7   b  illustrate screen displays for a third choice on the home page of  FIG. 4 ; and 
         FIGS. 8 ,  8   a  to  8   f  illustrate display screens for a fourth choice on the home page of FIG.  4 . 
     
    
    
     DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT 
     With reference now to the figures,  FIG. 1  depicts a pictorial representation of a distributed data processing system in which the present invention may be implemented. 
     Distributed data processing system  100  is a network of computers in which the present invention may be implemented. Distributed data processing system  100  contains a network  102 , which is the medium used to provide communications links between various devices and computers connected together within distributed data processing system  100 . Network  102  may include permanent connections, such as wire or fiber optic cables, or temporary connections made through telephone connections. 
     In the depicted example, a server  104  is connected to network  102  along with storage unit  106 . In addition, clients  108 ,  110 , and  112  also are connected to a network  102 . These clients  108 ,  110 , and  112  may be, for example, personal computers or network computers. For purposes of this application, a network computer is any computer, coupled to a network, which receives a program or other application from another computer coupled to the network. In the depicted example, server  104  provides data, such as boot files, operating system images, and applications to clients  108 - 112 . Clients  108 ,  110 , and  112  are clients to server  104 . Distributed data processing system  100  may include additional servers, clients, and other devices not shown. In the depicted example, distributed data processing system  100  is the Internet with network  102  representing a worldwide collection of networks and gateways that use the TCP/IP suite of protocols to communicate with one another. At the heart of the Internet is a backbone of high-speed data communication lines between major nodes or host computers, consisting of thousands of commercial, government, educational, and other computer systems that route data and messages. Of course, distributed data processing system  100  also may be implemented as a number of different types of networks, such as for example, an intranet, a local area network (LAN), or a wide area network (WAN).  FIG. 1  is intended as an example, and not as an architectural limitation for the processes of the present invention. 
     Referring to  FIG. 2 , a block diagram depicts a data processing system, which may be implemented as a server, such as server  104  in  FIG. 1 , in accordance to the present invention. Data processing system  200  may be a symmetric multiprocessor (SMP) system including a plurality of processors  202  and  204  connected to system bus  206 . Alternatively, a single processor system may be employed. Also connected to system bus  206  is memory controller/cache  208 , which provides an interface to local memory  209 . I/O bus bridge  210  is connected to system bus  206  and provides an interface to I/O bus  212 . Memory controller/cache  208  and I/O bus bridge  210  may be integrated as depicted. 
     Peripheral component interconnect (PCI) bus bridge  214  connected to I/O bus  212  provides an interface to PCI local bus  216 . A number of modems  218 - 220  may be connected to PCI bus  216 . Typical PCI bus implementations will support four PCI expansion slots or add-in connectors. Communications links to network computers  108 - 112  in  FIG. 1  may be provided through modem  218  and network adapter  220  connected to PCI local bus  216  through add-in boards. 
     Additional PCI bus bridges  222  and  224  provide interfaces for additional PCI buses  226  and  228 , from which additional modems or network adapters may be supported. In this manner, server  200  allows connections to multiple network computers. A memory-mapped graphics adapter  230  and hard disk  232  may also be connected to I/O bus  212  as depicted, either directly or indirectly. 
     Those of ordinary skill in the art will appreciate that the hardware depicted in  FIG. 2  may vary. For example, other peripheral devices, such as optical disk drive and the like, also may be used in addition or in place of the hardware depicted. The depicted example is not meant to imply architectural limitations with respect to the present invention. 
     The data processing system depicted in  FIG. 2  may be, for example, an IBM RISC/System 6000 system, a product of International Business Machines Corporation in Armonk, N.Y., running the Advanced Interactive Executive (AIX) operating system. 
     With reference now to  FIG. 3 , a block diagram illustrates a data processing system in which the present invention may be implemented. Data processing system  300  is an example of a client computer. Data processing system  300  employs a peripheral component interconnect (PCI) local bus architecture. Although the depicted example employs a PCI bus, other bus architectures such as Micro Channel and ISA may be used. Processor  302  and main memory  304  are connected to PCI local bus  306  through PCI bridge  308 . PCI bridge  308  also may include an integrated memory controller and cache memory for processor  302 . Additional connections to PCI local bus  306  may be made through direct component interconnection or through add-in boards. In the depicted example, local area network (LAN) adapter  310 , SCSI host bus adapter  312 , and expansion bus interface  314  are connected to PCI local bus  306  by direct component connection. In contrast, audio adapter  316 , graphics adapter  318 , and smart card adapter  319  are connected to PCI local bus  306  by add-in boards inserted into expansion slots. Expansion bus interface  314  provides a connection for a keyboard and mouse adapter  320 , modem  322 , and additional memory  324 . SCSI host bus adapter  312  provides a connection for hard disk drive  326 , tape drive  328 , and CD-ROM drive  330  in the depicted example. Typical PCI local bus implementations will support three or four PCI expansion slots or add-in connectors. Data processing system  300  could be connected through graphics adapter  318  to a computer display (not shown) and through smart card adapter  319  to a smart card reader (not shown). 
     An operating system runs on processor  302  and is used to coordinate and provide control of various components within data processing system  300  in FIG.  3 . The operating system may be a commercially available operating system such as OS/2, which is available from International Business Machines Corporation. “OS/2” is a trademark of International Business Machines Corporation. An object oriented programming system such as Java™ may run in conjunction with the operating system and provides calls to the operating system from Java™ programs or applications executing on data processing system  300 . “Java” is a trademark of Sun Microsystems, Inc. Instructions for the operating system, the object-oriented operating system, and applications or programs are located on storage devices, such as hard disk drive  326 , and may be loaded into main memory  304  for execution by processor  302 . Those of ordinary skill in the art will appreciate that the hardware in  FIG. 3  may vary depending on the implementation. Other internal hardware or peripheral devices, such as flash ROM (or equivalent nonvolatile memory) or optical disk drives and the like, may be used in addition to or in place of the hardware depicted in FIG.  3 . Also, the processes of the present invention may be applied to a multiprocessor data processing system. 
     For example, data processing system  300 , if optionally configured as a network computer, may not include SCSI host bus adapter  312 , hard disk drive  326 , tape drive  328 , and CD-ROM  330 , as noted by the box with the dotted line  332  in  FIG. 3  denoting optional inclusion. In that case, the computer, to be properly called a client computer, must include some type of network communication interface, such as LAN adapter  310 , modem  322 , or the like. As another example, data processing system  300  may be a stand-alone system configured to be bootable without relying on some type of network communication interface, whether or not data processing system  300  comprises some type of network communication interface. As a further example, data processing system  300  may be a Personal Digital Assistant (PDA) device which is configured with ROM and/or flash ROM in order to provide non-volatile memory for storing operating system files and/or user-generated data. The depicted example in FIG.  3  and above-described examples are not meant to imply architectural limitations with respect to the present invention. 
       FIG. 4  is a home page that could be used as the user interface of the present invention. As discussed above, the present invention can be implemented across a network or located on a stand-alone computer. The home page  400  comprises a set of options for a user. The options provided in this example are used in the instance that the invention is used to assist customer service representatives assessing a customer&#39;s needs with regards to a DSS satellite system. It should be emphasized that this is only an example, and that the underlying methodology could be applied in many situations. For example, the system could be used to assist a customer who has purchased a programmable phone, a home theatre audio system, a multi-media computer, or any other goods that require instructions. Likewise, the user may be a customer service representative or the end user who accesses this home page over a computer network. Likewise, the following system could be loaded on a computer readable medium such as a CD ROM, or magnetic disk. 
     The home page  400  has several options: job aids  402 , contacts  404 , help  406 , programming  408 , DSS  410 , hot links  412 , and billing  414 . The overall layout of the home page may vary. For example, if the DSS system is installed in a multi-dwelling unit, additional options could be present on the home page to assist. However, in one embodiment, the images of actual customer service representatives are used to create moral among those representatives and to minimize any intimidation felt by those users who have little computer use experience. The home page acts as an entry point into an interconnected application that addresses the needs of the customer representative as well as the user. So, for example, entries in programming  408  can be used to fill out forms under contacts  404 . 
     If Job Aids  402  is chosen, then an order entry screen  500  such as shown in  FIG. 5 , is displayed. The order entry screen  500  offers the user many options, including the ability to enter an order (step  502 ), enter an order using a SmartForm (step  504 ), view completed orders (step  506 ), view archived orders (step  508 ), view tracked orders (step  510 ), report a problem with the Order Form (step  512 ), or to choose from various database utilities (step  514 ). An option is also provided to return to the main home page (step  516 ). 
     An order form  518  is shown in  FIG. 5   a . The order entry form requests information on the name of the customer  520 , his location  522 , the name of the sales representative and other sales information  524 . The display of  FIG. 5   a  is used to gather initial customer data and to screen for serviceability. In other words, not all geographic areas are serviceable. Likewise, certain “blackout” rules affect the programming allowed for certain areas. The user&#39;s zip code can be used to screen for serviceability. Once entered, it can be used with a look-up table to determine serviceability. A response to a zip code search might be that the area is fully serviceable, drop ship only, future phase, NRTC, or not serviceable. Once serviceability is determined, a screen such as  FIG. 5   b  is displayed. 
     If the user selects to use a SmartForm option  504 , then a screen such as shown in  FIG. 5   c  is displayed. The Smart Order Form  530  prompts the user to ask more qualitative questions about a customer&#39;s needs. For example, the customer might be asked the number of televisions that would be connected to the DSS system (step  532 ), or questions about viewing preferences (step  534 ), brand preferences (step  536 ) and so forth. Once the questions are answered, on order is automatically filled out, as shown in  FIG. 5   d , and can be reviewed with the customer. Automatic edits help to suggest equipment and installation options which not only best suit the customer&#39;s needs, but are also technically correct. 
       FIG. 6  illustrates a screen displayed if the user selects the contacts option  404  on the home page. The screen  602  can provide numerous sources for information including important phone numbers  604 , phone mart information  606 , the Satellite Solutions Center  608 , support requests  610 , The National Support Center  612 , and other options  614 ,  616 , and  618 . Of course the selection, arrangement and display of this information can be varied to match the needs of other configurations. If the user selects one of these options, then he is connected to other support pages. For example, if the phone mart information icon  606  is selected, then the screen  620  shown in  FIG. 6   a  is shown. A Phone Mart or other sales location can be located for a potential customer or an existing customer in need of more personal attention. The location of the closest store can be determined by the customer&#39;s zip code  624 , the store name  622  or the store&#39;s number  626 .  FIG. 6   b  provides a screen  630  that could be displayed once a store is selected. The user is supplied with information such as the store&#39;s address  632  and directions to the store. The facilities at the store  634  and methods of payment  636  and other useful information can also be displayed. 
     If the user selects Programming option  408  in  FIG. 4 , then a screen such as shown in  FIG. 7  is displayed. The display  700  provides the user with information on a wide variety of programming options clustered in various groups. One group  702  could provide selling points to be used by the representative to encourage a customer to a order particular service. Another group  704  might cluster information according to the content of particular channels, such as family oriented viewing, sports oriented and so forth. The information can also be grouped according to provider, such as DirecTV  706 , USSB  708 , or by special package  710 . If the user selects any item in the list, another display is provided with additional information. For example, if the user selected General Interest  712  under the programming information tier  704 , then a second layer of information is displayed such as illustrated in  FIG. 7   a . The General Interest lineup can include multiple channel listings. These can be displayed in column format with the channel&#39;s logo  714 , the channel name  716 , and the channel designation  718 . If the user then selects a particular channel, a third layer of information is provided on that particular channel. For example, if the Home Shopping Network  720  is chosen, then the display of  FIG. 7   b  is provided. Additional information on that channel could include its name  724 , its channel designation  722 , a brief description of its content  726 , and its mailing address and phone number  728 . As with all of the pages described, the user is also given the option of returning to the previous page, and in this case, visiting the channel content provider&#39;s home page  730 . In other words, an active link can be placed within the various pages of the present invention. 
       FIG. 8  illustrates a display provided to a user when the user selects the DSS option  410  on FIG.  4 . The initial display  800  provides the user with options on installation  802 , technical assistance  804 , technical information  806  and a user guide  810 . If installation  802  is selected, a new display is provided with a  FIG. 812  asking the user to select a model of receiver to install. Dialog is provided in a dialog bubble  814 . Selections  816  are graphical. Thus, the representative can describe the appearance of a particular unit to a customer, if the customer does not know the exact model he owns. Each receiver selection is linked to additional pages of information. For example, if an RCA brand receiver is chosen, then a display such as the one shown in  FIG. 8   b  is shown. It provides a chart of various installation options including a standard TV and VCR hook-up  820 . 
     If the user wants more information on any option, each option is linked to a graphical page,  FIG. 8   c , that shows the connection panels for the various components. For example, if a TV  822  is connected to a VCR  824  and a DSS audio receiver  826 , the rear panels for each are shown. Cables  828  are shown between the appropriate inputs and outputs. An additional dialog box  830  is provided with an explanation of the installation. In one embodiment, the picture of the chosen receiver can be rotated within the display, thereby improving the user&#39;s spatial understanding 
     Technical assistance  804  can also provide the user with a display,  FIG. 8   d , containing an individual  832  asking the user to choose a particular receiver. Dialog can be shown in a dialog bubble  834 . The various receiver  836  choices are also shown graphically. The use of these graphics makes the interface less intimidating and thus more effective. Once a receiver is chosen, another screen  838 ,  FIG. 8   e , is provided with a list of trouble shooting questions  840 , and other phone numbers  842 . The trouble shooting questions can be sequentially chosen to determine the nature of any trouble. For example, if the television is only having “snow” rather than a picture, that question  844  can be selected. Another set of questions is then available to help the customer service representative walk the customer through a solution to that problem. The display  844 ,  FIG. 8   f , provides a first question to ask the customer. For example, the representative might ask if the receiver is turned on  850 . Choices for “yes”  856  and “no”  854  are also linked to additional pages. If “no” is selected, then additional pages are provided with follow-up questions. The page  844  can also include provide illustration of the selected receiver  846  and its remote control  848 . In one embodiment, the illustrations of the receiver and remote control are active. In other words, if the user selects a button on the remote control with a pointing device, then a dialog box can appear with additional information about the function of that particular button. Additionally, if the remote control activates a function or a light on the receiver, that light will appear on the displayed receiver when selected on the displayed remote. 
     It is important to note that while the present invention has been described in the context of a fully functioning data processing system, those of ordinary skill in the art will appreciate that the processes of the present invention are capable of being distributed in a form of a computer readable medium of instructions and a variety of forms and that the present invention applies equally regardless of the particular type of signal bearing media actually used to carry out the distribution. Examples of computer readable media include recordable-type media such a floppy disc, a hard disk drive, a RAM, and CD-ROMs and transmission-type media such as digital and analog communications links. 
     The description of the present invention has been presented for purposes of illustration and description, but is not limited to be exhaustive or limited to the invention in the form disclosed. Many modifications and variations will be apparent to those of ordinary skill in the art. The embodiment was chosen and described in order to best explain the principles of the invention, the practical application, and to enable others of ordinary skill in the art to understand the invention for various embodiments with various modifications as are suited to the particular use contemplated.