Management and allocation of services using remote computer connections

• US 10,482,405 B2
• Filed: 04/10/2018
• Issued: 11/19/2019
• Est. Priority Date: 04/04/2006
• Status: Active Grant

• Current Assignee: Busa Strategic Partners, LLC
• Original Assignee: Busa Strategic Partners, LLC
• Inventors: Busa, Anthony
• Primary Examiner(s): Moise, Emmanuel L
• Assistant Examiner(s): Chang, Julian
• Application Number:
  US15/949,382
• Publication Number:
  US 20180225619A1
• Time in Patent Office: 588 Days
• CPC Class Codes: G06F 11/0748 in a remote unit communicating with a single-box computer node experiencing an error/fault remote testing G06F11/2294
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: G06Q 20/145 Payments according to the detected use or quantity
• CPC Class Codes: G06Q 30/04 Billing or invoicing
• CPC Class Codes: H04L 63/02 for separating internal from external traffic, e.g. firewalls
• CPC Class Codes: H04L 63/029 Firewall traversal, e.g. tunnelling or, creating pinholes
• CPC Class Codes: H04L 67/025 for remote control or remote monitoring of applications
• CPC Class Codes: H04L 67/141 Setup of application sessions admission control or resource allocation in data switching networks H04L47/70

Abstract

A computer-implemented method for allocating services among a plurality of service operators where each capable of providing at least one service and each service operator operating a respective computer to receiving at a support server a request for service from at least one computer being operated by a user, generating a questionnaire to be answered by the user operating the at least one computer, selecting at least one service operator based upon the answered questionnaire, and establishing a service session between the at least one computer being operated by the user and the computer being operated by the at least one selected service operator for providing the requested service.

Claims

1. A method comprising:

establishing a support session between a user computer having a geographic region associated therewith and a support server, and between the support server and a given support service computer from among a plurality of different support service computers, the plurality of different support service computers being partitioned by respective geographic service regions, and the support server selecting the given support service computer for the support session based upon its respective geographic service region and the geographic region associated with the user computer;

collecting user feedback data at the support server from the user computer upon conclusion of the support session; and

at the support server, when the feedback data meets a satisfaction threshold, performing a transaction comprising logging the feedback data to an account associated with a user of the user computer and logging both the feedback data and satisfaction level to an account associated with a user of the support service computer.

2. The method of claim 1 wherein the user computer comprises a mobile electronic device.

3. The method of claim 1 wherein the plurality of different support service computers are further partitioned by different respective qualifications associated therewith, and wherein the support server further selects the given support service computer for the support session based upon the respective qualification associated therewith and a qualification requested by the user computer.

4. The method of claim 1 further comprising, at the support server, when the feedback data falls below the satisfaction threshold, notifying a supervisor and placing a hold on the account associated with the user of the support service computer.

5. The method of claim 1 further comprising, at the support server, relaying support session data between the user computer and the support service computer during the support session.

6. The method of claim 5 further comprising recording the relayed support session data at the support server.

7. The method of claim 1 wherein the plurality of different support service computers are further partitioned by different respective levels of skill associated therewith, and wherein the support server further selects the given support service computer for the support session based upon the respective level of skill associated therewith and a level of skill requested by the user computer.

8. A computer network comprising:

a user computer having a geographic region associated therewith;

a plurality of different support service computers being partitioned by respective geographic service regions; and

a support server configured to

establish a support session between the user computer and the support server, and between the support server and a given support service computer from among and plurality of support service computers, the support server selecting the given support service computer for the support session based upon its respective geographic service region and the geographic region associated with the user computer,

collect user feedback data at the support server from the user computer upon conclusion of the support session, and

when the feedback data meets a satisfaction threshold, perform a transaction comprising logging the feedback data to an account associated with a user of the user computer and logging both the feedback data and satisfaction level to an account associated with a user of the support service computer.

9. The computer network of claim 8 wherein the user computer comprises a mobile electronic device.

10. The computer network of claim 8 wherein the plurality of different support service computers are further partitioned by different respective qualifications associated therewith, and wherein the support server further selects the given support service computer for the support session based upon the respective qualification associated therewith and a qualification requested by the user computer.

11. The computer network of claim 8 wherein the support server is further configured to, when the feedback data falls below the satisfaction threshold, place the transaction on hold, pending supervisor review and release of the hold.

12. The computer network of claim 8 wherein the support server is further configured to relay support session data between the user computer and the support service computer during the support session.

13. The computer network of claim 12 further comprising recording the relayed support session data at the support server.

14. The computer network of claim 8 wherein the plurality of different support service computers are further partitioned by different respective levels of skill associated therewith, and wherein the support server further selects the given support service computer for the support session based upon the respective level of skill associated therewith and a level of skill requested by the user computer.

15. A non-transitory computer-readable medium having computer-executable instructions for causing a support server to perform steps comprising:

establishing a support session between a user computer having a geographic region associated therewith and the support server, and between the support server and a given support service computer from among a plurality of different support service computers, the plurality of different support service computers being partitioned by respective geographic service regions, and selecting the given support service computer for the support session based upon its respective geographic service region and the geographic region associated with the user computer;

collecting user feedback data from the user computer upon conclusion of the support session; and

when the feedback data meets a satisfaction threshold, performing a transaction comprising logging the feedback data to an account associated with a user of the user computer and logging both the feedback data and satisfaction level to an account associated with a user of the support service computer.

16. The non-transitory computer-readable medium of claim 15 wherein the user computer comprises a mobile electronic device.

17. The non-transitory computer-readable medium of claim 15 wherein the plurality of different support service computers are further partitioned by different respective qualifications associated therewith, and wherein selecting comprises selecting the given support service computer for the support session based upon the respective qualification associated therewith and a qualification requested by the user computer.

18. The non-transitory computer-readable medium of claim 15 further having computer-executable instructions for causing the support server to perform a step comprising, when the feedback data falls below the satisfaction threshold, placing the transaction on hold, pending supervisor review and release of the hold.

19. The non-transitory computer-readable medium of claim 15 further having computer-executable instructions for causing the support server to perform a step comprising relaying support session data between the user computer and the support service computer during the support session.

20. The non-transitory computer-readable medium of claim 19 further having computer-executable instructions for causing the support server to perform a step recording the relayed support session data at the support server.