System and method for providing customer support

• US 20020128875A1
• Filed: 03/07/2001
• Published: 09/12/2002
• Est. Priority Date: 03/07/2001
• Status: Abandoned Application

• Current Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Original Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Inventors: Parry, Travis
• Application Number:
  US09/800,854
• Publication Number:
  US 20020128875A1
• Time in Patent Office: Days
• US Class Current: 705/4
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 40/08 Insurance
• CPC Class Codes: H04N 7/141 between two video terminals, e.g. videophone telephonic communication systems combined with television receiver for reception of entertainment or information matter H04M11/085

Abstract

The present disclosure relates to a system and method for providing customer support to an electrical device user. The method comprises the steps of establishing a communications link between a customer support representative and the user with a customer support unit associated with the electrical device, and transmitting communications of the customer support representative to the user while the user is at the electrical device via the customer support unit. In a preferred arrangement, audio and video data are exchanged between the customer support representative and the user through the provision of a customer support unit that electrically connects with the electrical device (e.g., a peripheral device).

Claims

1. A method for providing customer support to an electrical device user, comprising the steps of:

establishing a communications link between a customer support representative and the user with a customer support unit associated with the electrical device; and

transmitting communications of the customer support representative to the user while the user is at the electrical device via the customer support unit.

2. The method of claim 1, wherein the step of transmitting communications of the customer support representative comprises the step of transmitting audio and video data of the customer support representative to the customer support unit.

3. The method of claim 1, further comprising the step of transmitting communications of the user to the customer support representative via the customer support unit while the user is at the electrical device.

4. The method of claim 3, wherein the step of transmitting communications of the user comprises the step of transmitting audio and video data of the user to the customer support representative.

5. The method of claim 1, further comprising the step of presenting the customer support representative with information about the status and settings of the electrical device.

6. The method of claim 5, further comprising the step of permitting the customer support representative to change settings of the electrical device.

7. A system for providing customer support to an electrical device user, comprising:

means for transmitting customer support representative communications across a network; and

means for presenting the customer support representative communications to a user at the electrical device.

8. The system of claim 7, wherein the means for transmitting customer support representative communications comprises a microphone and video camera that are adapted to receive audio and video data of the customer support representative and wherein the means for presenting the customer support representative communications to the user comprises a speaker and a display that provide the user with audio and video data of the customer support representative.

9. The system of claim 8, wherein the means for transmitting customer support representative communications further comprises network interface devices.

10. The system of claim 7, further comprising means for transmitting user communications to the customer support representative.

11. The system of claim 10, wherein the means for transmitting user communications to the customer support representative comprises a microphone and video camera that are adapted to receive audio and video of the user.

12. The system of claim 7, further comprising means for presenting information regarding electrical device status and settings to the customer support representative.

13. The system of claim 12, wherein the means for presenting information regarding electrical device status and settings comprises a web server module.

14. The system of claim 7, further comprising means for allowing the customer support representative to change settings of the electrical device.

16. The system of claim 15, wherein the customer support unit further comprises a microphone and video camera that are adapted to capture audio and video data of the user.

17. The system of claim 15, wherein the network interface devices include a modem adapted for transmitting and receiving communications across the Internet.

18. The system of claim 15, further comprising a web server module adapted to generate web pages containing information about the status and settings of the electrical device.

19. The system of claim 15, further comprising a communications module that is adapted to facilitate communications between the system and a customer support representative.

15. A system for providing customer support to a user of an electrical device, comprising:

a customer support unit that is adapted to electrically connect to the electrical device, the customer support unit comprising a speaker and a display that are adapted to present audio and video data of a customer support representative to the user; and

network interface devices that are adapted to transmit and receive communications across a network.

20. A printer adapted for electrical connection with a peripheral device, comprising:

a speaker configured to present audio data of a customer support representative to a user;

a display configured to present video data of the customer support representative to a user;

a microphone configured to capture audio data of the user; and

a video camera configured to capture video data of the user.