System for providing support for an electronic device

• US 20050027827A1
• Filed: 05/17/2004
• Published: 02/03/2005
• Est. Priority Date: 06/02/2003
• Status: Active Grant

• Current Assignee: Hewlett Packard Enterprise Development LP (Hewlett-Packard Enterprise Company)
• Original Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Inventors: Owhadi, Eric, Le-Rouzo, Christophe
• Granted Patent: US 7,634,077 B2
• Time in Patent Office: Days
• US Class Current: 709/219
• CPC Class Codes: G06F 11/2294 by remote test
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

A support system is provided by which a support agent (10) can assist a user (12) to resolve a problem with a device (14). The support service provides a telephone link (32) between the user (12) and a support agent (10), a call initially being handled by an automated answering service (34) which invites the user (12) to prepare for the call by visiting a support website to run a preparation routine (112) which determines the configuration and state of the client'"'"'s device (14). Once the data has been harvested, the web application (32) carries out a plurality of sub-routines to determine the operating conditions of the device (14). Where the problem can be corrected automatically, the web application (22) performs this directly. Where this cannot be done, the web application (22) stores the harvested data in memory (25) and provides the user (12) with a location code for that data. The user (12) can then contact the support agent (10) and provide the agent with the location code. Support can thus be provided efficiently without the agent needing to waste time on data harvesting tasks.

Claims

1. A method of supporting remotely a user electronic device including the steps of providing an automated telephonic guidance service for assisting a user in accessing a support web application;

running a preparation routine via the web application, which routine harvests data from the user'"'"'s device;

providing for the harvested data to be stored by the web application;

providing human support assistance to the user; and

providing access by the human support assistance to the harvested data stored by the web application.

2. A method according to claim 1, including the steps of determining whether automatic repair can be provided for the device via the web application and if so providing such automatic repair.

3. A method according to claim 2, including the step of providing human support assistance where it is determined that automatic repair is not available.

4. A method according to claim 1, wherein the data harvested includes at least one of:

diagnostic data, data identifying the characteristics of the device and device usage data.

5. A method according to claim 1, including the step of providing the option during the automated telephonic guidance service for the user to speak immediately to a support person.

6. A method according to claim 1, wherein the preparation routine is carried out during the course of a telephone call by the user to the support service.

7. A method according to claim 1, wherein a telephone call to the automated telephonic guidance service is terminated during the carrying out of the preparation routine.

8. A method according to claim 1, wherein the step of providing for the harvested data to be stored by the web application includes the step of inviting the user to push the harvested data to the web application.

9. A method according to claim 1, including the step of providing the user a location code identifying the location where the harvested data is stored by the web application.

10. A method according to claim 9, including the step of providing with the location code information relating to the problem identified during the automatic procedure.

11. Apparatus for supporting remotely a user electronic device including an automated telephonic guidance service operable to assist a user in accessing a support web application;

a preparation routine executable via the web application, which routine harvests data from the user'"'"'s device;

memory for providing for the harvested data to be stored by the web application;

a support station providing human support assistance to the user, which support station is operable to provide access by the human support assistance to the harvested data stored by the web application.

12. Apparatus according to claim 11, wherein the web application is operable to determine whether automatic repair can be provided for the device and if so providing such automatic repair.

13. Apparatus according to claim 12, wherein the web application is operable to provide human support assistance where it is determined that automatic repair is not available.

14. Apparatus according to claim 11, wherein the data harvested includes at least one of:

diagnostic data, data identifying the characteristics of the device and device usage data.

15. Apparatus according to claim 11, wherein the automated telephonic guidance service provides for the user to speak immediately to a support person.

16. Apparatus according to claim 11, wherein the web application is operable to invite the user to push the harvested data to the web application.

17. Apparatus according to claim 11, wherein the web application is operable to provide the user a location code identifying the location where the harvested data is stored by the web application.

18. A method of supporting remotely a user electronic device including the steps of providing an automated telephonic guidance service for assisting a user in accessing a support web application;

running a preparation routine via the web application, which routine harvests data from the user'"'"'s device;

determining whether automatic repair can be provided for the device via the web application and if so providing such automatic repair;

where automatic repair cannot be carried out, the method includes the steps of;

providing for the harvested data to be stored by the web application and providing the user a location code identifying the location where the harvested data is stored by the web application;

providing human support assistance to the user and providing access by the human support assistance to the harvested data stored by the web application using the location code.

19. Apparatus for supporting remotely a user electronic device including an automated telephonic guidance service operable to assist a user in accessing a support web application;

a preparation routine executable via the web application, which routine harvests data from the user'"'"'s device;

memory for providing for the harvested data to be stored by the web application;

a support station providing human support assistance to the user;

wherein the web application is operable to determine whether automatic repair can be provided for the device and if so provides such automatic repair, where automatic repair is not available the web application is operable to store the harvested data in the memory and to provide the user a location code identifying the location where the harvested data is stored and the support station is operable to provide access by the human support assistance to the harvested data stored by the web application using the location code.