Intelligent knowledge management and content delivery system
First Claim
1. A method for delivering content, comprising:
- obtaining information regarding an appliance;
after said obtaining said information regarding an appliance, initiating a first communication between an end user and a technician;
providing said technician with access to said information regarding an appliance;
providing said technician with an end user selection of a problem associated with said appliance;
in response to a selection by said technician of a first piece of information included in said information regarding an appliance, presenting to said technician at least a first approved fix or potential fix;
in response to a selection by said technician of a second piece of information included in said information regarding an appliance, presenting to said technician at least a second approved fix or potential fix.
2 Assignments
0 Petitions
Accused Products
Abstract
A system for the intelligent management of knowledge and delivery of content is provided. The system allows end users to access targeted fixes in connection with resolving problems with appliances, such as computers or other devices. The system further provides for the delivery of inventory information and information regarding attempts that have been made to fix problems with an appliance to technical support personnel. Technical support personnel may selectively access approved fixes or potential fixes through selections made from a tree of devices and/or problems or through the identification of key indicators. Technicians may also create fixes and made such fixes available to other technicians immediately.
150 Citations
25 Claims
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1. A method for delivering content, comprising:
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obtaining information regarding an appliance;
after said obtaining said information regarding an appliance, initiating a first communication between an end user and a technician;
providing said technician with access to said information regarding an appliance;
providing said technician with an end user selection of a problem associated with said appliance;
in response to a selection by said technician of a first piece of information included in said information regarding an appliance, presenting to said technician at least a first approved fix or potential fix;
in response to a selection by said technician of a second piece of information included in said information regarding an appliance, presenting to said technician at least a second approved fix or potential fix. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. A system for delivering content and organizing knowledge, comprising:
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means for obtaining information related to an appliance;
means for receiving requests for a problem resolution with respect to said appliance;
means for presenting fixes identified using information related to said appliance provided by said means for receiving; and
means for maintaining a record of presented fixes applied as part of a problem resolution procedure. - View Dependent Claims (18, 19, 20)
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21. A content delivery system, comprising:
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a database, wherein information including approved fixes and potential fixes is stored in said database;
an appliance, including;
a processor, wherein instructions executed by said processor are carried out to obtain information related to said appliance a communication interface;
a technician device, including;
a visual display, wherein information related to an appliance is displayed;
a user input, wherein an item of said information displayed by said visual display can be selected;
a processor, wherein in response to a selection of an item of information said processor causes at least one of an approved fix and a potential fix to be retrieved from said database and displayed by said visual display; and
a communication interface, wherein said technician may communicate with a user of said appliance, said communicating including receiving said information related to said appliance from said appliance communication interface. - View Dependent Claims (22, 23)
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24. A computer readable medium having program code recorded thereon for execution on a computer having a graphical user interface and a user input device to deliver content and organizing knowledge, comprising:
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first program code for receiving information related to an appliance requiring a fix, wherein at least some of said information related to an appliance requiring a fix is collected prior to displaying said information to a technician;
second program code for displaying at least a first fix in response to a selection of a first item of information related to said appliance and for displaying at least a second fix in response to a selection of a second item of information related to said appliance, said second program code additionally recording information related to whether said at least a first fix and said at least a second fix have been applied to said appliance; and
third program code for delivering a selected one of said at least a first fix and said at least a second fix to a network. - View Dependent Claims (25)
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Specification