WO2006089373A1

WO2006089373A1 - Methods and apparatus for providing a distributed on-line service centre with tracking function

Info

Publication number: WO2006089373A1
Application number: PCT/AU2006/000249
Authority: WO
Inventors: Steffan Gottfried Klein
Original assignee: 3D3.Com Pty Ltd
Priority date: 2005-02-28
Filing date: 2006-02-27
Publication date: 2006-08-31

Abstract

A server in a communications network provides a distributed service for specialists to respond to client enquires relating to a plurality of specialist topics. The server receives enquiries from clients over the communications network and refers each enquiry to at least one specialist associated with the topic of enquiry. A specialist receiving the referral transmits a request to the server to respond to the client enquiry, and a direct communication channel is established between the client and the requesting specialist. The server stores a record of the client enquiry and the specialist's response to enable the specialist to be credited for assisting the client. Preferably the server is used in connection with a distributed service centre wherein clients may make enquiries relating to goods or services offered for sale on-line, and wherein the specialists have specialised knowledge of the goods or services being offered for sale.

Description

METHODS AND APPARATUS FOR PROVIDING A DISTRIBUTED ON-LINE

SERVICE CENTRE WITH TRACKING FUNCTION FIELD OF THE INVENTION

The present invention relates to the on-line provision of services, and more particularly to methods, software and systems enabling a distributed network of specialists to provide assistance to clients in an on-line environment. BACKGROUND OF THE INVENTION

In recent years there has been substantial growth in electronic commerce (frequently abbreviated to "e-commerce") and in particular it is now well established for providers of goods and/or services to sell their products over the internet. The operation of on-line shops by suppliers of goods or services enables customers to research and purchase the supplied products from the comfort and privacy of their home or office without incurring the time and expense required to visit a merchant's place of business. Furthermore, by promoting and selling goods or services over the internet, suppliers may be able to reduce the cost of doing business, for example by avoiding the need to operate a physical retail outlet, and accordingly the cost to consumers of products purchased on-line may be reduced as compared with the cost of the same products when purchased through conventional outlets. However, one advantage that is retained by traditional sales outlets is the ability for a customer to discuss their requirements and/or to make specific enquiries in relation to the features of goods and services, for example with a sales representative at a sales outlet, or over the telephone with a sales person, customer service representative, call centre operator or the like. Providing a comparable level of customer service and support in order to stimulate sales online remains a challenge for e-commerce providers.

Known methods for providing a level of customer service and support online include the use of email and chatting clients. For example, a customer may send a request for further information, or a query in relation to a product, to an email address provided in promotional material such as a web page, printed advertisement, or other promotional content distributed either on-line or through more conventional channels. The customer email will subsequently be addressed by a representative, who may provide an email response to the customer enquiry. One disadvantage of the use of email to satisfy customer enquiries is the delay that may be incurred between the enquiry and the subsequent response. This problem may be mitigated somewhat through the use of chatting clients, which are software programs that enable people to interact with one another on-line in real-time. Accordingly, chatting clients may be used to enable a customer to interact in real-time with a sales person or other representative in order to provide an immediate response to customer enquiries.

Chatting interfaces have been included within a web site operated by an on-line supplier of goods or services and web sites have been provided with chatting support including software instruction code that enables a visitor to the web site to initiate a chat conversation with the web site operator or other representative by clicking on a button or link on a web page. This enables the customer to enter into real-time communication with a representative, thereby increasing the chance of a sale being closed. However, it will be appreciated that in order to provide real-time responses to customer enquiries, it is necessary to ensure that a representative is always available to interact with customers through the chatting interface. The system may be configured to revert to the use of email in the event that a representative is not available. However, in these circumstances the benefits of providing a real-time response to an enquiry are lost. In particular, relatively small web site operators may not have sufficient resources to provide continuous real-time responses to customer enquiries, and in such cases the system will revert to email for the majority of the time, thereby substantially defeating the purpose of installing a chatting interface within the web site. As an alternative to reverting to the use of email, the chatting interface might be linked to an on-line service centre, wherein specially trained staff are employed to respond to customer enquiries in real-time on behalf of the web site operators. However, this may be a relatively expensive option, and accordingly may not be available to many smaller web site operators. As a result, it is common to provide links to lists of so-called "frequently asked question" (FAQs), which provide answers to the most common enquiries made by customers, in order to reduce the number of enquiries received that require the attention of a representative in real-time. However, it is recognised that the real-time interaction with a sales person or other representative may be a powerful influence in closing a sale, and may, for example, provide a customer with the final reassurance required to make a purchasing decision.

It is therefore desirable to provide a system and method that enables on-line enquiries to be handled promptly, and preferably in real-time, while mitigating the need to employ additional staff and/or to operate a relatively expensive call centre, as required in accordance with known art.

While the background to the present invention, and the preferred embodiment thereof, are described herein with reference to providing sales support in e-commerce environments, it will be understood that the invention may be more widely applicable. For example, similar problems may arise in any business or other operation having a need to provide continuous real-time support or specialist assistance to clients in an on-line environment. For example, the present invention may be equally applicable to providing specialist technical, legal, medical or other advice to clients in an on-line environment, on either a commercial or non-profit basis.

It will be understood that any discussion of documents, devices, acts or knowledge in this specification is included to explain the context of the invention. Such discussion should not be taken as an admission that any of the material formed part of the prior art base or the common general knowledge in the relevant art on or before the priority date of any of the following statements, or of any claims appended hereto. SUMMARY OF THE INVENTION

Method of operating a distributed call centre In one aspect, the present invention provides a method in a communications network of using a server to provide a distributed service for specialists to respond to client enquiries relating to a plurality of specialist topics, wherein said server is operably connected to one or more data stores that include identifying information of a plurality of specialist topics, and identifying information of a plurality of specialists, and wherein at least one of said specialists is associated with at least one of said specialist topics, the method including the steps of: receiving an enquiry of a client over the communications network, said enquiry relating to one of said specialist topics; transmitting a referral in relation to said client enquiry over the communications network to at least one said specialist associated with the topic to which the enquiry pertains; receiving a request to respond to the client enquiry over the communications network from a specialist to which the enquiry has been referred; establishing a direct communications channel between said client and the requesting specialist; and storing in a data store a record including identifying details of the client, the specialist and the specialist topic, such that said record may subsequently be retrieved to credit the specialist with assisting the client in relation to the specialist topic.

Accordingly, the method of the invention provides for the operation of a distributed service centre, in which a server receives client enquiries and presents the enquiries to any number of available relevant specialists who are qualified to respond to the enquiries. Relevant specialists who are available at the time that the enquiry is received are enabled to accept the referral of the enquiries provided by the server, and are placed in direct contact with the client over a suitable communications channel. By direct communications it is meant that one- to-one communication is established between the client and the specialist. Accordingly, an unmediated interactive dialog may be enabled between the two parties that is preferably not readily accessible to any unauthorised third party. The specialists whose identifying information is held within the server's data store may be located anywhere, and need not have any pre-existing relationship with the clients to whose enquiries they respond. Rather, the relationship may be established dynamically at the time that the specialist responds to the client enquiry, and a record of this relationship is then stored for future reference.

Human specialists may be assisted in responding to client enquiries by being provided with relevant information retrieved from a knowledge base, or similar repository of information. In appropriate circumstances, such as when the client enquiry is a particularly simple, or frequently-asked question, at least an initial response to the client enquiry may be provided from a knowledge base, acting as an "automated specialist", without the involvement of a human specialist.

The invention is thereby able to mitigate known problems in the prior art wherein it is necessary to engage specially trained staff to handle enquiries in relation to corresponding specialist topics, for example in a call centre. Instead, the present invention enables suitably knowledgeable specialists to be identified, and for client enquiries to be referred to them, without the need for any prior employment or other relationship to exist.

Method of a client using a distributed call centre In another aspect, the present invention provides a method in a communications network of a client obtaining a response to an enquiry relating to a specialist topic from a relevant specialist, the method including the steps of: transmitting an enquiry over a communications network to a server, wherein the server is operably connected to one or more data stores that include identifying information of a plurality of specialist topics, and identifying information of a plurality of specialists, at least one of said specialists being associated with at least one of said specialist topics, and wherein said enquiry relates to one of said specialist topics; receiving a response to the enquiry over a direct communications channel from a specialist associated with the specialist topic to which the enquiry pertains, wherein the communications channel is established by the server executing the steps of: transmitting a referral in relation to the client enquiry over the communications network to at least one said specialist associated with the topic to which the enquiry pertains; receiving from the at least one said specialist to which the enquiry has been referred a request to respond to said client enquiry over the communications network; and establishing said direct communications channel between the client and the requesting specialist such that the specialist is able to respond to the client enquiry, wherein the server stores a record including identifying details of the client, the specialist and the specialist topic, such that said record may subsequently be retrieved to credit the specialist with assisting the client in relation to the specialist topic.

Method of a specialist providing a response to an enquiry through a distributed call centre

In still another aspect, the present invention provides a method in a communications network of a specialist providing a response to a client enquiry relating to a relevant specialist topic, wherein identifying information of the specialist has previously been stored within a data store operably connected to a server, the server being operably connected to one or more data stores that include identifying information of a plurality of specialist topics, and identifying information of a plurality of specialists, the method including the steps of: receiving a referral from said server over the communications network in relation to an enquiry of a client, said enquiry relating to a relevant specialist topic with which the specialist is associated; transmitting a request to respond to the client enquiry over the communications network; and providing a response to the client enquiry over a direct communications channel established with the client in response to said request, wherein the server stores a record including identifying details of the client, the specialist and the specialist topic, such that said record may subsequently be retrieved to enable the specialist to be credited with assisting the client in relation to the specialist topic.

Preferred features of distributed client service method

It is particularly preferred that the specialist topics relate to goods and/or services offered for sale on-line by one or more providers. Accordingly, in preferred embodiments, the invention may be utilised to provide product information and support in an e-commerce environment. The specialists are therefore preferably experts having specialised knowledge of the goods and/or services that are the subject of the specialist topics. In particular, the specialists may be resellers of the goods or services, and may form part of a sales and distribution network of one or more providers of goods or services. The client is then preferably a customer or potential purchaser of the goods or services offered for sale on-line.

More particularly, a customer enquiry may include identifying information of goods or services of interest, for example a product identification number, such that an association between the customer, the product and a relevant reseller may be established upon receipt of the enquiry by the server. Advantageously, the provision of a product identifier enables the association to be established, and the enquiry to be referred to a relevant reseller, without the requirement for a reference to the specific nature or content of the customer enquiry.

Accordingly, a particular advantage provided by the invention in such preferred embodiments is that, where a reseller, sales person or other product expert has provided a response to a customer enquiry that later results in a sale, the record of the relationship thereby established between the reseller, the customer and the product may be used to ensure that the reseller is adequately compensated for their contribution to the sale. Preferred embodiments of the invention are therefore able to provide an incentive for suitably qualified experts, such as resellers and sales people, to provide their services in responding to customer enquiries via a distributed on-line service centre. It is particularly preferred that the direct communications channel is established between the client and only one specialist. For example, the communications channel may be established between the client and the first specialist to respond to a referral, and all other relevant specialists associated with the specialist topic may thereafter be prevented from responding to the client enquiry. It is thereby possible to retain a unique relationship between a specialist topic, such as a product, an enquiry and a specialist, such as a reseller who has responded to the enquiry. Accordingly, a single reseller may be associated with any subsequent sale for the purposes of providing compensation, for example in the form of a commission. Embodiments of the invention may include the further steps of retrieving information relevant to the client enquiry from a knowledge base, and providing said information to the specialist to assist the specialist in responding to the enquiry. The information may include, for example, one or more possible responses to the enquiry obtained from a search of the knowledge base using text of the client enquiry as a search string or key.

In preferred embodiments, methods according to the various aspects of the invention may include the further step of a customer effecting an on-line purchase of goods or services relating to an enquiry, by initiating a connection with a relevant e-commerce server. Alternatively, the customer may initiate a transaction with an e-commerce server at a later time in order to effect a purchase of the goods or services. During, or subsequent to, the purchase the customer identity and the identity of the product being purchased may be used in conjunction with the recorded identification details of the relationship between the customer, the product and the reseller in order to identify the reseller who may have contributed to the completion of the sale by providing a response to the customer enquiry.

In a particularly preferred embodiment, for example, the customer accesses the distributed service centre using an internet web browser. In this embodiment of the invention, if the customer does not complete a purchase in the course of, or immediately following, their communication with a reseller who responds to the customer enquiry, the server stores a record of the relationship thereby established between the customer, the product and the reseller, and assigns an associated session identifier. The session identifier may then be stored in a cookie in the computer of the customer hosting the web browser application. If the customer makes a subsequent purchase of the product in relation to which the enquiry was made, the cookie may be retrieved from the customer computer, thereby providing the original session identifier to enable the record of the original enquiry to be retrieved. Accordingly, the reseller who responded to the original enquiry of the customer may be compensated for their contribution to the completion of the sale.

As will be appreciated, an advantage of preferred embodiments of the invention as herein described is that payment to specialists, such as resellers of goods or services, may be made dependent upon a subsequent transaction, such as a sale of a product to a customer. The compensation to a reseller may be in the form of a commission on a subsequent purchase of a product, and may be, for example, a percentage of the sale price, or a fixed commission. According to various embodiments of the invention, payment by a provider of goods or services may be made to a reseller in a number of different ways. For example, a payment may be made directly from the provider of the goods or services to the reseller immediately upon completion of the sale. Alternatively, methods according to embodiments of the invention may include storing details of commissions payable to resellers, for example at the server providing the distributed on-line service centre. Providers may subsequently be billed by the service centre operator, and commissions paid to resellers by the service centre operator either prior to, or upon receipt of payment from the providers of the goods or services sold.

It is particularly preferred that the direct communications channel established between the client and the specialist responding to the enquiry is a real-time communications channel. For example, the direct communications channel may be an internet chat session facilitated by chatting client applications. Preferably, specialists who are available at a given time to respond to enquiries execute a chatting client application on a computer which receives referrals from the server and displays available client enquiries to the specialist. The specialist is then preferably able to select an enquiry to which they wish to respond, causing the chatting client to transmit a response request back to the server. In preferred embodiments, the server then provides the client making the enquiry with a corresponding chatting client application, for example by serving a Java applet, ActiveX control or the like to the client's web browser which then connects the client computer to the specialist computer enabling the client and specialist to communicate via a real-time interactive chat session. However, it will be appreciated that the direct communications channel established between the client and the specialist may take alternative forms. For example, the server may provide the client making the enquiry with an email address of the specialist, thereby enabling the specialist and the client to communicate directly with one another via email. While email does not provide a fully interactive real-time communications channel, if the specialist is known to be on-line as a result of responding to the referral of the client enquiry, then a relatively prompt response to a client email enquiry can be expected. Still another means of establishing a direct communications channel between the client and the specialist, is to provide the client with a telephone number of the specialist, to enable the client and specialist to communicate with one another over the telephone. Yet another alternative means of establishing a direct communications channel between the client and the specialist is to establish an internet telephony, or Voice-over-IP (VoIP) connection between the two parties.

System for providing an on-line distributed service centre

In yet another aspect, the present invention provides a computer-implemented system for enabling specialists to respond to client enquiries relating to a plurality of specialist topics, the system including: a server computer connected to a communications network, the server operably connected to one or more data stores that include identifying information of a plurality of specialist topics, and identifying information of a plurality of specialists, wherein at least one said specialist is associated with at least one said specialist topic, wherein the server includes: means for receiving an enquiry of a client over the communications network, the enquiry relating to one of said specialist topics, means for transmitting a referral in relation to said client enquiry over the communications network to at least one said specialist associated with the topic to which the enquiry pertains; means for receiving a request to respond to said client enquiry over the communications network from a specialist to which the enquiry has been referred; means for establishing a direct communications channel between said client and the requesting specialist, such that the specialist is able to respond to the client enquiry through said communications channel; and means for storing a record of identifying details of the client, the specialist, and the specialist topic, such that said record may subsequently be retrieved to enable the specialist to be credited with assisting the client in relation to the specialist topic.

The means for receiving an enquiry, for transmitting a referral, and for receiving a request may include suitable interface hardware for interfacing to the communications network, and may further include one or more software components executing on a central processing unit, including executable computer instruction code to effect said enquiry receiving, referral transmitting, and request receiving operations. The means for establishing a direct communications channel, and for storing a record of the relationship between client, specialist and topic may include one or more software components executing on a central processing unit including executable computer instruction code to effect said establishing and storing operations.

The system may further include a knowledge base, or similar repository of information, associated with or accessible by the server computer, which further includes means for retrieving information relevant to he client enquiry from the knowledge base, and providing said information to the specialist to assist in responding to the enquiry, said means for retrieving and providing information preferably including suitable interface hardware of the server computer for interfacing to the communications network, and one or more software components executing on a central processing unit to effect said retrieving and providing operations.

Computer program product for providing a distributed on-line service centre In still a further aspect, the present invention provides a computer program product embodied in a computer-readable medium including computer-executable instruction code which, when executed on a server computer connected to a communications network, effects the steps of: operably connecting said server computer to one or more data stores that include identifying information of a plurality of specialist topics, and identifying information of a plurality of specialists, wherein at least one said specialist is associated with at least one said specialist topic; receiving an enquiry of a client over the communications network, said enquiry relating to one of said specialist topics; transmitting a referral in relation to said client enquiry over the communications network to at least one said specialist associated with the topic to which the enquiry pertains; receiving a request to respond to said client enquiry over the communications network from a specialist to which the enquiry has been referred; establishing a direct communications channel between the client and the requesting specialist, such that the specialist is able to respond to the client enquiry through said communications channel; and storing a record of identifying details of the client, the specialist, and the specialist topic, such that said record may subsequently be retrieved to enable the specialist to be credited with assisting the client in relation to the specialist topic.

Further preferred features of the invention

In particularly preferred embodiments of the invention, providers of products, including goods and/or services, are able to register with the distributed service centre server by providing identifying information in relation to one or more products which are then stored within the one or more data stores associated with the server. Furthermore, it is preferred that sales people, resellers, or other specialists with expertise in relation to the registered products are also able to register by providing their identifying information for storage within said one or more data stores associated with the server, along with information identifying the products in relation to which the registered specialists have specialist knowledge. Accordingly, this information may then be used to provide an association between each of said registered specialists and each relevant specialist product.

It will therefore be appreciated that an advantage provided by embodiments of the invention is the ability for resellers or other product specialists to register in order to respond to subsequent customer enquiries without the need for any pre-existing relationship between a provider of goods or services and the reseller or other specialist to exist. In preferred embodiments, therefore, the invention may enable providers of goods or services to maximise the opportunity for customer enquiries to be handled by suitably qualified specialists in real-time, without the need to operate their own call centre or other service centre staffed by specially trained operators. The methods, system and software products according to embodiments of the invention may also enable clients who have received responses to enquiries to rate the quality and usefulness of those responses. For example, at the conclusion of an interactive chat session with a specialist in relation to a product of interest to a customer, the customer may provide the specialist with a rating out of ten in relation to the quality of the specialist's response to the enquiry. The system may thereby be able to maintain a record of the quality of service provided by registered specialists, and may adjust subsequent actions, such as providing compensation to specialists, or transmitting referrals to specialists, in accordance with said ratings. In alternative embodiments of the invention, specialists may provide other types of service or support to clients. For example, a distributed on-line service centre may be used to provide after-sales support to customers in relation to products purchased by the customers. In this case, commissions may not be paid to responding specialists on the basis of subsequent sales, but rather may be paid on the basis of number of support enquiries responded to, and/or the ratings provided by clients in relation to the responses provided to enquiries. In further alternative embodiments, specialists may provide enquiring clients with advice in relation to professional services matters, such as legal or medical matters, and again in such embodiments specialists may be compensated on the basis of number and/or quality of the responses provided to enquiring clients.

Further benefits, advantages and preferred features of the methods, system and computer software products of the present invention will become apparent in the following description of preferred embodiments of the invention. BRIEF DESCRIPTION OF THE DRAWINGS Preferred embodiments of the invention will now be described which should not be considered to limit any of the preceding statements. Preferred embodiments are described with reference to the following figures, in which:

Figure 1 is a schematic diagram illustrating the operation of a system providing a distributed service centre according to a preferred embodiment of the present invention;

Figure 2 is a flow chart of a method of operating a distributed service centre according to an embodiment of the present invention; Figure 3 is a flow chart of a method of a reseller providing a response to a client enquiry according to a preferred embodiment of the present invention;

Figure 4 is a flow chart of a method of a client obtaining a response to an enquiry according to a preferred embodiment of the present invention; Figure 5 is a schematic diagram illustrating a screen display of a reseller chat applet according to a preferred embodiment of the present invention; and

Figure 6 is a flow chart of a client completing a purchase and a reseller receiving compensation according to an embodiment of the present invention. DETAILED DESCRIPTION OF PREFERRED EMBODIMENTS For convenience, the invention is illustrated by way of a preferred embodiment operating in an e-commerce environment. In accordance with the described embodiments, a client, who is a potential customer enquiring in relation to a product offered by a provider through an e-commerce server, makes an enquiry and receives a response from a reseller. In accordance with the described embodiment, the reseller is later able to be compensated for their contribution to any subsequent sale of the product to the client. In embodiments described herein, therefore, the invention provides a distributed service centre wherein the client is a potential customer, the specialist topics supported by the service centre are related to particular products of one or more providers, and specialists in relation to those topics are sales persons, resellers or the like who respond to customer enquiries in order to assist clients of the system in making purchasing decisions. However, it will be appreciated that the methods, systems and software products of the present invention are not limited to this particular application, and that other applications involving the handling of client enquiries in relation to specialist topics by suitably qualified specialists may also be supported in accordance with the invention.

Turning now to Figure 1 , there is shown a schematic diagram 100 illustrating the operation of a system that provides a distributed service centre according to a preferred embodiment of the invention. The system includes service centre server 102, with which is associated a data base 104 that provides one or more data stores for storage of information in relation to products, resellers, customers and the relationships therebetween. A provider 106 of products available for sale on-line distributes promotional information 108 in relation to their products. It will be understood that the word "products" encompasses a wide range of goods and/or services that may be offered for sale in an on-line environment, such as over the internet. In the example shown, the product information 108 relates to a personal computer that is available for purchase on-line. An e-commerce server 110 provides an "on-line shop" from which a client or customer 112 may purchase the products of provider 106. The client 112 receives the product information 108 at client PC 114 and reviews the product information with a view to making a purchase of the product. However, as may often be the case, the client 112 may have further queries or require additional information before making a purchasing decision.

Also shown in the diagram 100 is a reseller 116 who may be part of a sales and distribution network operated by provider 106. Accordingly, reseller 116 has specialist knowledge in relation to the PC products described in product information 108, and is therefore potentially able to provide customer 112 with the additional information required upon which to base a final purchasing decision. It is a function of the service centre server 102 to implement a distributed service centre in accordance with the preferred embodiment of the invention, to enable customer 112 to receive a response to their enquiries from reseller 116. According to the preferred embodiment, the distributed service centre operates as follows. The database 104 associated with service centre server 102 includes one or more data stores that include identifying information in relation to various products offered by provider 106, and possibly also other providers (not shown). The database 104 also includes one or more data stores containing identifying information of a number of specialists, such as reseller 116, who possess expertise enabling them to handle enquiries in relation to the various products listed in the data base. According to the preferred embodiment, the database may be populated through a straightforward registration process. For example, provider 106 registers products, such as products described in information 108, with the service centre server 102, which stores identifying information in relation to each product within database 104. Similarly, product specialists such as reseller 116 may register with service centre server 102, providing suitable identifying information along with further information identifying the products in relation to which they posses suitable specialist knowledge. The service centre server 102 is thereby able to record within database 104 the relevant associations between specialists 116 and the various products registered by provider 106 and/or other providers. Following registration of a specific product, such as PC product described in information 108, the provider 106 receives a link, such as a World Wide Web URL, from service centre server 102 that uniquely identifies the registered product. Provider 106 is then able to embed this link within product information 108, such that if client 112 wishes to obtain further information in relation to the product, they are able to activate the link, which in preferred embodiments will direct the web browser executing on client computer 114 to service centre server 102, including the relevant product identifying information. Service centre 102 is then able to identify the relevant resellers within database 104 associated with the specialist topic of the product described in information 108, which in the present example is the PC product.

The client 112 is thus able to transmit an enquiry 118 to the service centre server 102 in relation to the product of interest. Meanwhile, specialists in relation to the product, such as reseller 116, may be on-line and ready to receive enquiries in relation to the product. Accordingly, service centre server 102 identifies the relevant specialist in respect of the product within database 104, and sends a referral 120 to each specialist, such as reseller 116, currently on-line, informing the specialist that an enquiry has been made in relation to the product. According to the preferred embodiment, as described in greater detail below with reference to Figure 5, the specialists such as reseller 116 are provided with a customised chat applet that enables them to view a list of current enquiries, to select an enquiry, and to interact with the client, eg 112, in order to resolve the enquiry.

Reseller 116 is then able to select the customer enquiry from a list of available enquiries, and thereby to transmit a request 122 to respond to the client enquiry to the service centre server 102. The service centre sever 102 then passes the response 124 from reseller 116 onto client 112.

A direct communications channel is then established between the client 112 and the reseller 116 to enable the reseller 116 to resolve the client enquiry. The direct communications channel enables one-to-one communication to be established between the client and the specialist such that an unmediated interactive dialog may take place between the two parties that is not readily accessible to any third party. In a preferred embodiment of the invention, the direct communications channel is established by service centre server 102 serving a compatible chat applet to client computer 114, which enables the client 112 to chat directly in real-time with reseller 116. However, it will be appreciated that other forms of communications channel may be established, such as an exchange of emails, or a telephone link-up either using the conventional telephony network, or an internet telephony (Voice-over-IP, VoIP) connection.

In some embodiments the service centre server 102 may include, or be able to access via a communications network, a knowledge base or similar information store containing further information and/or details in relation to the products listed in the database 104. In such embodiments the service centre server 102 may query the knowledge base, eg using the text of the client enquiry, or keywords selected therefrom, in order to retrieve any further relevant information that may be available. The retrieved information may be used to provide an initial response to the enquiry, or may be transmitted to the reseller 116 to assist in responding to the enquiry. Advantageously, the provision of additional information from a knowledge base augments the expertise of the reseller 116, thereby enabling improved accuracy and consistency of responses, even when different responding resellers may have differing levels of product knowledge and expertise.

Client 112 then interacts with reseller 116 in order to resolve the client enquiry. In the meantime, service centre server 102 records the relationship that has been established between the client 112 and the reseller 116 in relation to the PC product described in information 108. For example, this relationship may be stored within one or more data stores included in database 104. This information may then be used at any subsequent time to enable the relationship between the client 112, the PC product and the reseller 116 to be confirmed. According to the preferred embodiment, service centre server 102 provides the web browser executing on client's computer 114 with a cookie containing a unique session identifier that can be used to retrieve the stored relationship from the database 104 at a later time.

As a result of the response to enquiry 118 received by client 112 from reseller 116, the client 112 subsequently finalises a purchasing decision, and sends a transaction request 126 to e-commerce server 110, including relevant credit card or other purchasing details, in order to complete a purchase transaction. The transaction details are forwarded by e-commerce server 110 to the provider 106 in transaction message 128. Provider 126 then completes the order and ships the purchased product to the client 112. Additionally, the information forwarded to the provider 106 may include details of the reseller 116 who assisted in securing the sale, to enable compensation, for example in the from of commission 130, to be paid to the reseller 116. Various mechanisms may be provided to ensure payment of the commission 130, one of which is illustrated in the preferred embodiment shown in Figure 1. According to this embodiment, when the client 112 completes the purchase transaction with e-commerce server 110, the cookie previously stored on client PC 114 is provided by the client's web browser to the e-commerce server 110. Accordingly, e-commerce server 110 is able to provide the unique session identifier allocated and held within the cookie to the service centre server 102 as indicated by arrows 132. The service centre server 102 responds, as indicated by arrows 134, with information identifying the reseller 116 associated with the earlier enquiry. This information is retrieved by service centre server 102 from database 104 using the unique session identifier stored in the cookie, which reconfirms the relationship between the client 112 the PC product described in information 108 and the reseller 116.

Additionally, various means and methods may be employed to finalise payment of the commission 130 by the provider 106 to the reseller 116. For example, the e-commerce server 110 may maintain records of all sales and relevant commissions due, and invoice provider 106. Invoices may be payable to the operator of the e-commerce server 110 or to the operator of the service centre server 102, who subsequently pass on the commissions to reseller 116, thereby acting as intermediaries in the transaction. Alternatively, the invoices may be made out on behalf of reseller 116, such that provider 106 pays the commission 130 to reseller 116 directly. In further alternative arrangements, the reseller 116 may be provided with information in relation to the sale by the e-commerce server 110 and/or the service centre server 102 such that the reseller 116 is subsequently able to invoice provider 106 directly. Turning now to Figure 2, there is shown a flow chart of a preferred method of operating a system, such as that previously described with reference to Figure 1 , for providing a distributed service centre. As shown by the flowchart 200, in step 202 the system receives an enquiry from a client C relating to a product P. The system identifies the relevant resellers within its data store who are qualified to resolve enquiries relating to product P, and transmit referrals to those relevant resellers available on-line at step 204. Subsequently, at step 206, the system receives a request to respond to the enquiry from reseller R. At step 208, the system then establishes an on-line chat session between the client C and reseller R. The system then stores a record of the relationship that has thereby been established between client C, product P and reseller R within its data store at step 210.

Preferably, the system only accepts one response request from a single reseller, such that the relationship established between client C and reseller R in relation to product P is unique. Accordingly, if the client later purchases the product, only reseller R will be eligible to receive compensation for their contribution to completing the sale.

Figure 3 shows a flow chart 300 that illustrates the steps in the process from the point of view of the reseller R. At step 302, the reseller receives the referral of the enquiry from client C in relation to product P. If the reseller wishes to handle the enquiry, then at step 304 the reseller sends a request to respond back to the service centre server. At step 306, an on-line chat session is established between the client C and reseller R to enable the reseller to handle the client enquiry.

Figure 4 is a flow chart 400 illustrating the process from the perspective of the client. At step 402 the client sends an initial enquiry in relation to product P to the service centre server. The server then transmits referrals to relevant resellers, and receives a response request from reseller R, as illustrated in flow chart 200. At step 404, an on-line chat session is established between the enquiring client and reseller R, thereby enabling the client to complete their enquiry with reseller R.

Figure 5 is a schematic diagram illustrating a screen display of a reseller chat applet according to a preferred embodiment of the invention. Resellers who are on-line and able to handle enquiries received at the service centre server 102 from clients eg 112, execute a distributed service centre expert applet on their personal computers, causing the applet to display the interface window 500. The window includes a pane 502 in which a list of customer enquiry requests is shown. The requests appearing in pane 502 have been referred by service centre server 102 to the reseller executing the applet. Only enquiries relating to products in respect of which the reseller is registered as having relevant expertise are referred to the reseller and displayed in pane 502. Each referral displayed includes a customer identifier, and an identifier of the product to which the enquiry relates. The applet window 500 further includes a sub-window 504 in which a current chat session between the reseller executing the applet and an enquiring customer is displayed. In the example shown in Figure 5, the reseller executing the applet has accepted an enquiry request from customer 1 in relation to a product identified as a Toshiba M100. The pane 506 of sub-window 504 displays a log of the on-line chat session. A text entry box 508 is provided to allow the reseller to enter responses to the customer's specific enquiries transmitted in the course of the on-line chat session. As shown in Figure 5, customer 1 has enquired "Can you tell me how many serial ports are in the computer?" and the reseller response is "There are three USB ports and one RS232.". In order to support the on-line chat session from the customer end, upon receipt of a response request from a reseller, the service centre server 102 serves a corresponding chat applet to the enquiring customer. The customer chat applet is similar to the reseller chat applet, except that it does not display the pane 502 including a list of waiting customer enquiries. Rather, the customer chat applet need only provide a display of a log of the exchange between the customer and the reseller, and an entry field for the customer to enter questions and further comments for display to the reseller. According to the preferred embodiment, a specific protocol is used for communications between the customer and the reseller chat applets. A chat session between a customer and reseller includes a series of messages passed back and forth between the reseller and the customer. The messages are preferably relayed by the service centre server 102, however in some embodiments of the invention the messages may be passed over the internet directly between the customer and the reseller.

According to a preferred message protocol, all messages are transferred in a plain text format, wherein the messages are separated by new lines and are preceded by a reseller identifier, a customer identifier and a command. An example of the messages passed in such a chat session is shown in the following example:

E31512:C976412:HELLO:John

C976412:E31512:HELLO: John

E31512:C976412:MESG:Hi, my name is John, how can I help you?

C976412:E31512:MESG:Can you tell me how many serial ports are on the computer?

E31512:C976412:MESG:There are 3 USB and one RS232.

C976412:E31512:MESG:I read this on a site:

C976412:E31512:MESG: 2 x USB

C976412:E31512:MESG: 1 x Traditional Serial

C976412:E31512:MESG:Are you sure about the ports?

E31512:C976412:MESG:The previous model had only 2 USB ports.

E31512:C976412:MESG: A Traditional Serial' is an RS232.

C976412:E31512:MESG:Thanks!

C976412:E31512:RATE:10

C976412:E31512:CLOSE:

As shown in the foregoing example, the reseller identifier is E31512 and the customer identifier is C976412. The chat session commences with a handshake, in which the reseller applet sends the reseller identifier, the customer identifier, the command "HELLO", followed by the resellers name, which in the example is John. The customer applet confirms that the chat session is established by responding with a repeat of the welcome command and reseller name.

The opening handshake is followed by an exchange of messages between the reseller and the customer. In the example, the reseller first introduces himself, and the customer sends their initial enquiry. The reseller responds to the enquiry and the customer follows up with a further clarifying enquiry. The reseller responds to the further enquiry, and the customer thanks the reseller for his assistance. It will be noted, as shown in the example, that the customer and the reseller do not have to take turns in sending messages, and longer messages between the reseller and the customer may extend over a number of lines and therefore include multiple individual messages.

Finally, in preferred embodiments of the invention the customer chat applet provides a mechanism whereby the customer is able to enter a rating for the reseller, corresponding with the customer's satisfaction with the response to their enquiry. In the example shown, the customer has given the reseller a rating of 10. The chat session is terminated by either the customer or the reseller, and the exchange is concluded by the corresponding chat applet sending a close command.

In preferred embodiments of the invention, the customer's chat applet may include an option enabling the customer to purchase the product immediately at any time, for example by clicking on a "BUY NOW" button or link. If the customer selects the "BUY NOW" option, the customer web browser may be redirected to e-commerce server 110, and the request generated to the e-commerce server 110 includes information indicating the identity of the product to be purchased, and the client's identification as provided by service centre server 102. If a chat session has been established, and a reseller identifier is also available, this may additionally be sent to the e-commerce server 110. The customer is then able to complete the purchase of the product with e-commerce server 110.

Once the purchase has been completed, according to the preferred embodiment the e-commerce server 110 sends a message to the service centre server 102 confirming that the product has been purchased. The details of the purchase may then be stored in the database 104 by the service centre server 102, along with the corresponding customer and reseller identifiers. This information may subsequently be used to pay a commission to the reseller in return for their contribution to completing the sale.

As previously described, a number of mechanisms may be used with the present invention to provide payment of commissions to a reseller. In the preferred embodiment illustrated in the drawings, the service centre server 102 maintains a record within database 104 of all sales and commissions owing over a specified period of time, such as a month. At the end of the specified period, the service centre server 102 generates an invoice to each provider, eg 106, covering all reseller commissions incurred over the period. The providers pay the invoices to the service centre operator, who then passes on the commissions to the resellers. Payments may be made, for example, using an online payment system, or conventional off-line payment means may be used, such as by sending cheques in the mail.

If the customer does not complete a purchase during the chat session with the reseller, a session identifier is generated by the service centre server 102, and stored in the database 104 along with details of the reseller identity, the customer identity and the product identity. A copy of the session identifier is transferred by the service centre server 102 to the web browser executing on the customer computer, where it is stored on the customer's computer for later retrieval. Should the customer complete a purchase of the product at a later stage, the e-commerce server 110 requests that the session identifier be retrieved, and then passes the session identifier on to service centre server 102 which uses this information to retrieve the original customer, reseller and product details from database 104. This information may then be used, for example in the manner previously described with reference to the method of making an immediate purchase, in order to compensate the reseller for their contribution to completing the sale.

Figure 6 shows a flow chart 600 that illustrates the general process previously described for paying compensation, such as a commission, to a reseller. At step 602, the customer completes a purchase transaction with the e-commerce server 110. Subsequently, at step 604 the relationship between the product P, the client C and the reseller R is retrieved, either directly in the case of an immediate sale, or from the service centre database 104 in the case that the sale is completed at a later time. In subsequent step 606, the reseller R is compensated for their contribution to the completion of the sale.

The reseller and customer chat applet may be implemented using any suitable technology. For example, the chat applet may be implemented in Java and/or using other applicable technologies such as PHP, JSP, ASP, Perl, and/or .NET. Further more, as previously indicated, alternative direct communications channels may be established between a reseller and a client, including, but not limited to, telephone conferencing, video conferencing, VoIP and/or email. Whatever form of direct communication is established in various embodiments of the invention, a record of the relationship thereby established between the customer, the reseller and the product is created to enable the reseller to be credited with assisting the customer in relation to their product enquiry. If the customer subsequently purchases the product, information may then be passed from the e-commerce server 110 to the service centre server 102 to enable the stored relationship to be retrieved, in order to provide suitable compensation to the reseller.

It will therefore be appreciated by persons skilled in the art that numerous variations and/or modifications may be made to the invention as shown in the specific embodiments without departing from the spirit or scope of the invention as broadly described. The present embodiments are, therefore, to be considered in all respects as illustrative and not restrictive.

Claims

CLAIMS:

1. A method in a communications network of using a server to provide a distributed service for specialists to respond to client enquiries relating to a plurality of specialist topics, wherein said server is operably connected to one or more data stores that include identifying information of a plurality of specialist topics, and identifying information of a plurality of specialists, and wherein at least one of said specialists is associated with at least one of said specialist topics, the method including the steps of: receiving an enquiry of a client over the communications network, said enquiry relating to one of said specialist topics; transmitting a referral in relation to said client enquiry over the communications network to at least one said specialist associated with the topic to which the enquiry pertains; receiving a request to respond to the client enquiry over the communications network from a specialist to which the enquiry has been referred; establishing a direct communications channel between said client and the requesting specialist; and storing in a data store a record including identifying details of the client, the specialist and the specialist topic, such that said record may subsequently be retrieved to credit the specialist with assisting the client in relation to the specialist topic.

2. The method of claim 1 wherein the specialist topics relate to goods and/or services offered for sale on-line by one or more providers.

3. The method of claim 2 wherein the specialists are experts having specialised knowledge of the goods and/or services that are the subject of the specialist topics.

4. The method of either one of claims 2 or 3 wherein the specialists are resellers of said goods and/or services.

5. The method of either one of claims 2 or 3 wherein the specialists are members of a sales and distribution network of said one or more providers of goods and/or services.

6. The method of any one of claims 2 to 5 wherein the client is a customer or potential purchaser of said goods and/or services offered for sale on-line.

7. The method of any one of claims 2 to 6 wherein the enquiry includes identifying information of goods and/or services of interest, such that an association between the client, the goods and/or services, and the specialist is established upon receipt of the enquiry by the server.

8. The method of any one of claims 2 to 7 including the further step of the client effecting an on-line purchase of goods or services relating to the enquiry, by initiating a connection with an e-commerce server associated with said one or more providers.

9. The method of claim 8 wherein the client enquiry and on-line purchase of goods and/or services are completed during a single on-line session.

10. The method of claim 8 wherein the client enquiry and the on-line purchase of goods and/or services relating to the enquiry are completed during separate on-line sessions of the client.

11. The method of any one of claims 8 to 10 wherein subsequent to the on-line purchase, the record including identifying details of the client, the specialist and the goods and/or services is retrieved from the data store, and the information included therein is used to compensate the specialist for providing a response to the enquiry relating to the goods and/or services purchased by the client.

12. The method of claim 11 including the step of the server assigning a session identifier associated with the client enquiry, and wherein the session identifier is included in the record stored in the data store, and is also stored on a computer of the client.

13. The method of claim 12 further including the step, subsequent to the on-line purchase, of retrieving the session identifier stored on the client's computer and using the retrieved session identifier to identify and retrieve the corresponding stored record, in order to identify the specialist to be compensated for providing a response to the client enquiry.

14. The method of any one of claims 11 to 13 wherein the compensation includes a monetary payment.

15. The method of claim 14 wherein the monetary payment is a percentage of the sale price of the goods and/or services purchased by the client.

16. The method of claim 14 wherein the monetary payment is a fixed commission.

17. The method of any one of claims 1 to 16 wherein the direct communications channel established between the client and the specialist is a real-time communications channel.

18. The method of claim 17 wherein the referral is transmitted to a computer of at least one specialist on which is executing a chatting client application which receives referrals from the server and displays available client enquiries to the specialist, whereby the specialist is enabled to select an enquiry via a user interface of the chatting client application, causing the chatting client application to transmit a response back to the server from the computer of the specialist.

19. The method of claim 18 further including the step of the server providing the client making the enquiry with a corresponding chatting client application for execution upon a computer of the client, thereby enabling the client and the specialist to communicate via a real-time interactive chat session using said chatting client applications.

20. The method of any one of the preceding claims further including the steps of: retrieving information relevant to the client enquiry from a knowledge base; and providing said information to the specialist to assist in responding to the enquiry.

21. A method in a communications network of a client obtaining a response to an enquiry relating to a specialist topic from a relevant specialist, the method including the steps of: transmitting an enquiry over a communications network to a server, wherein the server is operably connected to one or more data stores that include identifying information of a plurality of specialist topics, and identifying information of a plurality of specialists, at least one of said specialists being associated with at least one of said specialist topics, and wherein said enquiry relates to one of said specialist topics; receiving a response to the enquiry over a direct communications channel from a specialist associated with the specialist topic to which the enquiry pertains, wherein the communications channel is established by the server executing the steps of: transmitting a referral in relation to the client enquiry over the communications network to at least one said specialist associated with the topic to which the enquiry pertains; receiving from the at least one said specialist to which the enquiry has been referred a request to respond to said client enquiry over the communications network; and establishing said direct communications channel between the client and the requesting specialist such that the specialist is able to respond to the client enquiry, wherein the server stores a record including identifying details of the client, the specialist and the specialist topic, such that said record may subsequently be retrieved to credit the specialist with assisting the client in relation to the specialist topic.

22. The method of claim 21 wherein the specialist topics relate to goods and/or services offered for sale on line by one or more providers, and the client is a customer or potential purchaser of said goods and/or services.

23. The method of claim 22 wherein the customer enquiry includes identifying information of goods and/or services of interest such that an association between the customer, the goods and/or services and the specialist is established upon receipt of the enquiry by the server.

24. The method of either one of claims 22 or 23 including the further step of the customer effecting an on-line purchase of goods and/or services relating to the enquiry, by initiating a connection with an e-commerce server associated with said one or more providers.

25. The method of claim 24 wherein the customer enquiry and the on-line purchase of goods and/or services are effected during a single on-line session of the customer.

26. The method of claim 24 wherein the customer enquiry and the on-line purchase of goods and/or services are effected during separate on-line sessions of the customer.

27. The method of any one of claims 21 to 26 wherein the direct communications channel established between the client and the specialist is a real-time communications channel.

28. The method of claim 27 wherein the referral is transmitted by the server to a computer of the specialist on which is executing a chatting client application which receives referrals from the server and displays available client enquiries to the specialist, whereby the specialist is enabled to select an enquiry, causing the chatting client application to transmit a response request back to the server.

29. The method of claim 28 further including the step of receiving and executing on a computer of the client a corresponding chatting application provided by the server, whereby the client and the specialist are enabled to communicate via a real-time interactive chat session.

30. A method in a communications network of a specialist providing a response to a client enquiry relating to a relevant specialist topic, wherein identifying information of the specialist has previously been stored within a data store operably connected to a server, the server being operably connected to one or more data stores that include identifying information of a plurality of specialist topics, and identifying information of a plurality of specialists, the method including the steps of: receiving a referral from said server over the communications network in relation to an enquiry of a client, said enquiry relating to a relevant specialist topic with which the specialist is associated; transmitting a request to respond to the client enquiry over the communications network; and providing a response to the client enquiry over a direct communications channel established with the client in response to said request, wherein the server stores a record including identifying details of the client, the specialist and the specialist topic, such that said record may subsequently be retrieved to enable the specialist to be credited with assisting the client in relation to the specialist topic.

31. The method of claim 30 wherein the specialist topics relate to goods and/or services offered for sale on-line by one or more providers, and the specialists are experts having specialised knowledge of the goods and/or services.

32. The method of claim 31 wherein the specialists are resellers of the goods and/or services, or are members of a sales and distribution network of said one or more providers of the goods and/or services.

33. The method of either one of claims 31 or 32 including the further step of the client effecting an on-line purchase of goods and/or services relating to the enquiry, by initiating a connection with an e-commerce server associated with said one or more providers.

34. The method of claim 33 wherein said record including identifying details of the client, the specialist and the specialist topic is used to identify and compensate the specialist for providing a response to the enquiry relating to the goods and/or services purchased by the client.

35. The method of claim 34 wherein the compensation includes a monetary payment.

36. The method of claim 35 wherein the monetary payment is a percentage of a sale price of the goods and/or services.

37. The method of claim 35 wherein the monetary payment is a fixed commission.

38. The method of any one of claims 30 to 37 further including the step of receiving information relevant to the client enquiry to assist in providing a response, said information having been retrieved from a knowledge base.

39. A computer-implemented system for enabling specialists to respond to client enquiries relating to a plurality of specialist topics, the system including: a server computer connected to a communications network, the server operably connected to one or more data stores that include identifying information of a plurality of specialist topics, and identifying information of a plurality of specialists, wherein at least one said specialist is associated with at least one said specialist topic, wherein the server includes: means for receiving an enquiry of a client over the communications network, the enquiry relating to one of said specialist topics, means for transmitting a referral in relation to said client enquiry over the communications network to at least one said specialist associated with the topic to which the enquiry pertains; means for receiving a request to respond to said client enquiry over the communications network from a specialist to which the enquiry has been referred; means for establishing a direct communications channel between said client and the requesting specialist, such that the specialist is able to respond to the client enquiry through said communications channel; and means for storing a record of identifying details of the client, the specialist, and the specialist topic, such that said record may subsequently be retrieved to enable the specialist to be credited with assisting the client in relation to the specialist topic.

40. The computer-implemented system of claim 39 wherein the specialist topics relate to goods and/or services offered for sale on-line by one or more providers.

41. The computer-implemented system of claim 40 wherein the identifying information of goods and/or services stored within data store of the server computer is provided by said one or more providers of goods and/or services by way of a registration procedure.

42. The computer-implemented system of either one of claim 40 or claim 41 wherein the identifying information of the specialists included in the data store of the server computer is provided by said specialists by way of a registration procedure.