Comcast CFO Avgiris Builds New Sales and Interaction Platform

CFO Cathy Avgiris is named as lead inventor on a Comcast patent application published on Thursday which details ways the MSO could drive increased sales through multiple channels, including retail and online marketing.

Avgiris
Avgiris

“There will always be a need for improved ways for service providers to interact with people seeking to connect to networks,” Comcast states in the patent application, titled, “Sales and interaction platform.”

Abstract: A system may include a platform for an application to support processing flows for a service provider, such as ordering, sales, support, service delivery, and related process flows. The system may provide a limited set of application programming interfaces (APIs) that map to an application’s user-experience page flows. The APIs may always appear to the application that the interaction process completed successfully–even if human intervention is required–to allow the application to complete the transaction. The system may have the ability to recognize the same user, and leverage that user’s behavior across interactions with multiple sales channels. The system may thus provide, in one aspect, an enhanced user experience for ordering and maintaining complex service and equipment offerings.

Patent Application

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Claims:

1. A method comprising: receiving, by a computing device, a request to initiate content-access service at a requested address; determining, by the computing device, whether the requested address is in a database of serviceable addresses; searching the database of serviceable addresses for a nearby address within a threshold distance of the requested address in response to determining that the database of serviceable addresses does not contain the requested address; and initiating a service request to provide content-access service to the requested address in response to determining that the database of serviceable addresses contains the nearby address within the threshold distance of the requested address.

2. The method of claim 1, wherein the threshold distance comprises a two-block radius.

3. The method of claim 1, comprising: allowing an order to be placed for new content-access service at the requested address in response to determining that the database of serviceable addresses contains the nearby address within the threshold distance of the requested address.

4. The method of claim 1, comprising: confirming validity of the requested address.

5. The method of claim 4, wherein confirming validity of the requested address comprises: requesting, from a different computing device, confirmation that the requested address is valid; and receiving, from the different computing device, confirmation that the requested address is valid.

6. The method of claim 1, comprising: adding the requested address to the database of serviceable addresses.

7. The method of claim 6, comprising: receiving a confirmation that the content-access service was successfully provided to the requested address, wherein the adding the requested address to the database is in response to receiving the confirmation.

8. A method comprising: receiving, by a computing device, a request for assistance from a user attempting to interact with an application; and recreating, in response to receiving the request for assistance, a plurality of interactions by the user with the application, the plurality of interactions preceding the request for assistance.

9. The method of claim 8, wherein the recreating comprises stitching together data fragments that represent one of more of the plurality of interactions by the user with the application and replaying the stitched-together data fragments.

10. The method of claim 8, comprising: logging the plurality of interactions by the user with the application at a time the user interacts with the application, wherein the logging the plurality of interactions comprises logging a plurality of data calls initiated by the user to an application programming interface (API) associated with the application.

11. The method of claim 10, comprising: combining in a sequence a response from the API with a request to a different API, wherein the response is to one of the plurality of data calls; and generating for display a visual representation of the application during the time the user interacted with the application, wherein the visual representation is based on the sequence, wherein the recreating the plurality of interactions comprises displaying the visual representation.

12. The method of claim 8, comprising: providing assistance to the user in response to replaying the plurality of interactions by the user with the application.

13. A method comprising: receiving, by a computing device, a request to add an item to an online shopping cart associated with a shopping session on a shopping channel; detecting abandonment by a user of the shopping session associated with the online shopping cart; receiving a request from the user to initiate a different shopping session on a different shopping channel; and retrieving the online shopping cart associated with the shopping session on the shopping channel for use with the different shopping session on the different shopping channel.

14. The method of claim 13, wherein at least one of the shopping channel and the different shopping channel comprises one of telesales, direct sales, retail sales, partner sales, and ecommerce sales.

15. The method of claim 14, wherein the shopping channel comprises ecommerce sales, and the different shopping channel comprises telesales.

16. The method of claim 14, comprising: providing access to the online shopping cart to a service provider during the different shopping session on the different shopping channel.

17. The method of claim 13, comprising: receiving user-identification information during the shopping session on the shopping channel; associating the received user-identification information with the online shopping cart associated with the shopping session on the shopping channel; and receiving the user-identification information during the different shopping session on the different shopping channel, wherein the retrieving the online shopping cart associated with the shopping session on the shopping channel for use with the different shopping session on the different shopping channel is based at least in part on receiving the user-identification information during the different shopping session on the different shopping channel.

18. The method of claim 17, wherein the user-identification information comprises a user profile associated with the user.

19. The method of claim 13, comprising: transmitting information about the online shopping cart associated with the shopping session on the shopping channel to the different shopping session on the different shopping channel.

20. The method of claim 13, wherein the shopping channel comprises a website, and the different shopping channel comprises telephone sales.

21. The method of claim 13, wherein the item in the online shopping cart comprises cable-television service.