US 12,219,045 B2
System and method for generating an omni-channel support platform
Mounika Kalidindi, Hyderabad (IN); Banish Bansal, Noida (IN); Harikrishna C Warrier, Bengaluru (IN); and S U M Prasad Dhanyamraju, Hyderabad (IN)
Assigned to HCL TECHNOLOGIES LIMITED, New Delhi (IN)
Filed by HCL TECHNOLOGIES LIMITED, New Delhi (IN)
Filed on Mar. 1, 2021, as Appl. No. 17/189,127.
Claims priority of application No. 202011008962 (IN), filed on Mar. 2, 2020.
Prior Publication US 2021/0273782 A1, Sep. 2, 2021
Int. Cl. H04L 9/06 (2006.01); G06Q 20/12 (2012.01); H04L 9/00 (2022.01)
CPC H04L 9/0643 (2013.01) [G06Q 20/12 (2013.01); H04L 9/0637 (2013.01); H04L 9/50 (2022.05); H04L 2209/56 (2013.01)] 8 Claims
OG exemplary drawing
 
1. A method for generating an Omni-channel support platform, the method comprises:
integrating, by a processor, a multi-channel support system with a blockchain framework, wherein the multi-channel support system comprises multiple support channels;
generating, by the processor, an Omni-channel support platform based on the integration,
wherein the Omni-channel support platform comprises an Omni-channel support block for a user from a set of users,
wherein the Omni-channel support block comprises a support ledger and a support smart contract for the user,
wherein the support ledger corresponds to a distributed ledger that records support interactions and transactions associated with the set of users;
wherein the support smart contact comprises a logic associated with triggering support activities to contractual agreements of support functions; and
wherein the Omni-channel support block comprises:
capturing transaction data associated with the user from the multiple support channels, wherein the multiple support channels comprise at least one of email, a chat, a phone, and social media; and
recommending one or more resolutions to the user upon based on one or more support requests,
wherein the one or more resolutions are recommended automatically in real-time based on analysis of the transaction data, and
wherein the support requests are directed to resolving user issues related to the user interaction with the multi-channel support system;
updating the Omni-channel support block based on historical resolutions proposed by a cognitive function, the one or more resolutions, and sign off by the user based on a resolution of the issue, wherein the cognitive function is trained on historical support data;
embedding the cognitive function within the support smart contract to automatically enhance the support experience without manual intervention, ensuring that the support activities are aligned with contractual obligations and service level agreements (SLAs); and
utilizing the blockchain framework to ensure secure and transparent recording of the support interactions and the transactions, thereby providing a cohesive and coordinated response to the support requests across multiple support channels.