Help center and condition-based applications

• US 20030083941A1
• Filed: 04/30/2002
• Published: 05/01/2003
• Est. Priority Date: 10/25/2001
• Status: Active Grant

• Current Assignee: Meta Platforms, Inc. (f/k/a Facebook, Inc.)
• Original Assignee: AOL LLC (Apollo Global Management, Inc.)
• Inventors: Moran, James R., Brown, Benjamin D.
• Granted Patent: US 7,350,146 B2
• Time in Patent Office: Days
• US Class Current: 705/14
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0251 Targeted advertisements

Abstract

Various disclosed help center features provide help to a user without a staffed help center, provide help to a user before the user recognizes the need, or create targeted commerce opportunities for a provider of goods or services. One help center feature provides a user with help that is specifically related to a component in the user'"'"'s computer system and that is supplied to the help center feature by the component manufacturer. Another help center feature detects a condition that degrades performance, and hence user satisfaction, and alerts the user. Another help center feature detects an attempt by a computer system to inform the user of degraded performance and offers the user a solution. Another help center feature provides a user with a commerce opportunity specifically related to a component in the user'"'"'s computer system and/or to the user'"'"'s geographic location.

Claims

1. A method of providing automated electronic customer support for a computer, the method comprising:

performing a background access of at least one parameter on a computer system, wherein the at least one parameter affects performance of an application configured to run on the computer system;

determining electronically, based on the at least one accessed parameter, that at least one of multiple predetermined conditions exists that is sub-optimal for a user of the application;

selecting electronically a service provider from multiple service providers for which solutions are available;

accessing electronically a solution from the selected service provider for the condition; and

communicating the solution to the user.

2. The method of claim 1 further comprising executing the solution electronically.

3. The method of claim 1 wherein accessing the at least one parameter and determining that at least one predetermined condition exists are both performed by the application whose performance is affected.

4. The method of claim 1 wherein accessing the at least one parameter and determining that at least one predetermined condition exists are both performed by the operating system.

5. The method of claim 1 wherein accessing the at least one parameter comprises searching one or more data files in a registry maintained by the operating system.

6. The method of claim 1 wherein determining that at least one predetermined condition exists comprises determining that a modem is not operating at its maximum speed.

7. The method of claim 6 wherein communicating the solution comprises asking the user for permission to change a setting controlling the modem'"'"'s operating speed.

8. The method of claim 1 wherein determining that at least one predetermined condition exists comprises determining that insufficient space is available in a directory.

9. The method of claim 8 wherein communicating the solution comprises asking the user for permission to delete temporary files.

10. The method of claim 1 wherein determining that at least one predetermined condition exists comprises determining that the application is designated to launch on start-up of the computer system.

11. The method of claim 10 wherein communicating the solution comprises asking the user for permission to redesign the application so that the application does not launch on start-up of the computer system.

12. A computer program for providing automated electronic customer support for a computer, the computer program residing on a computer-readable medium and comprising instructions for causing a computer to perform at least the following operations:

perform a background access of at least one parameter on a computer system, wherein the at least one parameter affects performance of an application configured to run on the computer system;

determine electronically, based on the at least one accessed parameter, that at least one of multiple predetermined conditions exists that is sub-optimal for a user of the application;

select electronically a service provider from multiple service providers for which solutions are available;

access electronically a solution from the selected service provider for the condition; and

communicate the solution to the user.

13. An apparatus for providing automated electronic customer support for a computer, the apparatus comprising:

a storage device; and

a processor programmed to perform at least the following operations;

perform a background access of at least one parameter on a computer system, wherein the at least one parameter affects performance of an application configured to run on the computer system,

determine electronically, based on the at least one accessed parameter, that at least one of multiple predetermined conditions exists that is sub-optimal for a user of the application,

select electronically a service provider from multiple service providers for which solutions are available;

access electronically a solution from the selected service provider for the condition; and

communicate the solution to the user.

14. A method of providing automated electronic customer support for a computer, the method comprising:

detecting an attempt by a component of a computer system to electronically inform a user that a predetermined condition has occurred;

selecting electronically a service provider from multiple service providers for which solutions are available;

accessing electronically a solution, from the selected service provider, to the condition based on the detected attempt; and

communicating the solution to the user.

15. The method of claim 14 further comprising executing the solution electronically.

16. The method of claim 14 wherein the condition comprises an error condition.

17. The method of claim 14 wherein detecting and accessing are performed in the background.

18. The method of claim 14 wherein detecting an attempt to inform the user that the condition has occurred comprises sensing elements of a window construction.

19. The method of claim 18 wherein sensing elements of the window construction comprises searching the window for particular text.

20. The method of claim 14 wherein detecting an attempt to inform the user that the condition has occurred comprises sensing a window code.

21. A computer program for providing automated electronic customer support for a computer, the computer program residing on a computer-readable medium and comprising instructions for causing a computer to perform at least the following operations:

detect an attempt by a component of a computer system to electronically inform a user that a predetermined condition has occurred;

select electronically a service provider from multiple service providers for which solutions are available;

access electronically a solution, from the selected service provider, to the condition based on the detected attempt; and

communicate the solution to the user.

22. An apparatus for providing automated electronic customer support for a computer, the apparatus comprising:

a storage device; and

one or more processors collectively programmed to perform at least the following operations;

detect an attempt by a component of a computer system to electronically inform a user that a predetermined condition has occurred,

select electronically a service provider from multiple service providers for which solutions are available;

access electronically a solution, from the selected service provider, to the condition based on the detected attempt; and

communicate the solution to the user.