Method and apparatus for accessing support content

• US 10,091,144 B1
• Filed: 05/28/2015
• Issued: 10/02/2018
• Est. Priority Date: 12/13/2011
• Status: Active Grant

• Current Assignee: Fanthreesixty LLC
• Original Assignee: Fanthreesixty LLC
• Inventors: Nodine, Marian H., Guethle, Christopher J., Venter, Frederick J., Gravette, William T., Noren, Erik J., Mitchell, III, Alexander C.
• Primary Examiner(s): Meky, Moustafa M
• Assistant Examiner(s): Islam, Sm Z
• Application Number:
  US14/724,054
• Time in Patent Office: 1,223 Days
• Field of Search: None
• CPC Class Codes: G06F 16/24 Querying
• CPC Class Codes: G06F 9/453 Help systems
• CPC Class Codes: H04L 51/02 using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 51/046 Interoperability with other network applications or services
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04W 4/20 Services signaling; Auxiliary data signalling, i.e. transmitting data via a non-traffic channel

Abstract

A method and system for accessing support content are described herein. In one embodiment, a method comprises receiving first and second messages relating to respective first and second devices at a computer system via respective first and second communication links, where the first and second messages comprise respective first and second identification codes. The method further comprises accessing a database to read first information mapped to the first identification code, and selecting, based on the first information, an identity of a first support content item from among identities of a plurality of support content items. The method further comprises generating and sending a third message to a server configured to implement an automated support system comprising the first support content item, where the third message comprises the identity of the first support content item.

Claims

1. A method of handling a request, the method comprising:

receiving at a computer system via a first communication link a first message relating to a first device, wherein the first message comprises a first identification code;

accessing a database to read first information mapped to the first identification code;

selecting an identity of a first support content item from among identities of a plurality of support content items, wherein at least a portion of the first information is used in selecting the identity of the first support content item, wherein the first support content item is for addressing a problem relating to the first device, and wherein the first support content item is accessible via one of a plurality of automated support systems;

receiving at the computer system via a second communication link a second message relating to a second device, wherein the second message comprises a second identification code;

selecting an identity of a second support content item from among identities of the plurality of support content items, wherein the identity of the second support content item is selected using at least a portion of second information mapped to the second identification code;

generating and sending a third message to a server configured to implement the automated support system comprising the first support content item, wherein the third message comprises the identity of the first support content item; and

generating and sending a fourth message to a server configured to implement an automated support system comprising the second support content item.

2. The method of claim 1 wherein selecting the identity of the first support content item comprises:

selecting identities of a first set of support content items, wherein at least a portion of the first information is used in selecting the identities of the first set of support content items;

presenting to a user associated with the first message the identities of the first set of support content items; and

receiving from the user a selection of the first support content item from within the first set of support content items.

3. The method of claim 2 wherein presenting to the user the identities of the first set of support content items comprises presenting a ranked list of the identities of the support content items within the first set of support content items.

4. The method of claim 1 wherein

the first device comprises communication capability;

and

the first message is sent by the first device.

5. The method of claim 4 wherein the first message is received via an application program running on the first device.

6. The method of claim 4 wherein the first device is a household appliance.

7. The method of claim 1 wherein the first message is sent by a first computing device.

8. The method of claim 7 wherein the first message is received via an application program running on the first computing device.

9. The method of claim 1 wherein the first message is sent by a first handheld communication device.

10. The method of claim 9 wherein the first message is received via an application program running on the first handheld communication device.

11. The method of claim 1 wherein the first message comprises a request for technical support for the first device.

12. The method of claim 1 wherein the first message comprises a support request for a service associated with the first device.

13. The method of claim 1 wherein the first message comprises a support request for a customer associated with the first device.

14. The method of claim 1 wherein the first message is received via a World Wide Web (WWW) site.

15. The method of claim 14 wherein the first identification code is embedded in a Uniform Resource Locator for the WWW site.

16. The method of claim 14 further comprising:

prior to receiving the first message, sending a link to the WWW site to a first handheld communication device via a text messaging protocol.

17. The method of claim 14 further comprising:

prior to receiving the first message, sending an electronic mail message comprising a link to the WWW site.

18. The method of claim 1, wherein the first message is received via a text messaging protocol.

19. The method of claim 1, wherein the first message comprises an electronic mail message.

20. A memory storing instructions executable by one or more processors of a computer system to implement a method, the method comprising:

receiving at the computer system via a first communication link a first message relating to a first device, wherein the first message comprises a first identification code;

accessing a database to read first information mapped to the first identification code;

selecting an identity of a first support content item from among identities of a plurality of support content items, wherein at least a portion of the first information is used in selecting the identity of the first support content item, wherein the first support content item is for addressing a problem relating to the first device, and wherein the first support content item is accessible via one of a plurality of automated support systems;

receiving at the computer system via a second communication link a second message relating to a second device, wherein the second message comprises a second identification code;

selecting an identity of a second support content item from among identities of the plurality of support content items, wherein the identity of the second support content item is selected using at least a portion of second information mapped to the second identification code;

generating and sending a third message to a server configured to implement the automated support system comprising the first content support item, wherein the third message comprises the identity of the first support content item; and

generating and sending a fourth message to a server configured to implement an automated support system comprising the second support content item.

21. The memory of claim 20 wherein selecting the identity of the first support content item comprises:

selecting identities of a first set of support content items, wherein at least a portion of the first information is used in selecting the identities of the first set of support content items;

presenting to a user associated with the first message the identities of the first set of support content items; and

receiving from the user a selection of the first support content item from within the first set of support content items.