US 9,811,799 B2
Distributed customer support credits
Albhy Galuten, Santa Monica, CA (US)
Assigned to SONY ELETRONICS, INC., Parkridge, NJ (US); and SONY CORPORATION, Tokyo (JP)
Filed by Albhy Galuten, Santa Monica, CA (US)
Filed on Jun. 10, 2011, as Appl. No. 13/158,157.
Claims priority of provisional application 61/353,615, filed on Jun. 10, 2010.
Prior Publication US 2011/0307393 A1, Dec. 15, 2011
Int. Cl. G06F 21/00 (2013.01); G06Q 10/08 (2012.01); G06Q 10/00 (2012.01); G06Q 30/00 (2012.01)
CPC G06Q 10/087 (2013.01) [G06Q 10/20 (2013.01); G06Q 30/016 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method, comprising:
receiving, by one or more processors, a request for customer care by a first customer care provider associated with a first business entity;
requesting, by the one or more processors, a second business entity for permission to allow the first customer care provider to access a repository,
wherein the repository comprises transaction information including transaction history,
wherein the transaction history comprises a history of a plurality of transactions associated with a service provided by the second business entity,
wherein a transaction identification information (ID) of a transaction of the plurality of transactions and a retailer ID of the transaction are stored on a user device as a cookie, and
wherein the cookie includes a uniform resource location (URL) where customer care credentials are presented;
accessing, by the one or more processors, the transaction history from the repository using customer care credentials based on the permission granted by the second business entity;
determining, by the one or more processors, a number of users to whom the first customer care provider is allowed to provide a remedy using the transaction history;
determining by the one or more processors, using the transaction information, whether a remedy corresponding to the received request for customer care has been provided by a second customer care provider in a particular time frame; and
allowing, by the one or more processors, the first customer care provider to provide the remedy based on a lack of provision of the remedy.