Method and system for providing technical services
First Claim
1. A method for providing remote near real time technical services, comprising:
- receiving a request for technical services;
routing the request to a technical services control center;
determining at the technical services control center availability of one or more technical service providers for providing services;
servicing the request via a collaboration of the technical service providers or an individual technical service provider according to the requirements of the request wherein the collaboration is via a near real time data link;
searching a data store for a most likely solution appropriate for the machine issue; and
after servicing a machine, updating the data store.
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Abstract
A method is provided for remote near real time technical services. The method includes but is not limited to receiving a request for technical services; routing the request to a technical services control center; determining at the technical services control center availability of one or more technical service providers for providing services; servicing the request via a collaboration of the technical service providers or an individual technical service provider according to the requirements of the request wherein the collaboration is via a near real time data link; searching a data store for a most likely solution appropriate for the machine issue; and after servicing a machine, updating the data store.
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Citations
19 Claims
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1. A method for providing remote near real time technical services, comprising:
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receiving a request for technical services;
routing the request to a technical services control center;
determining at the technical services control center availability of one or more technical service providers for providing services;
servicing the request via a collaboration of the technical service providers or an individual technical service provider according to the requirements of the request wherein the collaboration is via a near real time data link;
searching a data store for a most likely solution appropriate for the machine issue; and
after servicing a machine, updating the data store. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A method for receiving remote near real time technical services, the method comprising:
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contacting a remote real-time technical service requesting services;
receiving a bid for services;
if a computer requiring services is without screen sharing software, downloading and installing a computer agent to enable screen sharing;
interacting with one or more technical service providers via a broadband connection via screen sharing, the technical service providers being connected via an internet connection using voice over IP technology and each technical service provider having access to a data store holding technical information, the data store employing artificial intelligence to provide current technical information; and
receiving services independent of requiring a user to quit an immediate user space. - View Dependent Claims (9, 10, 11)
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12. A system for providing remote near real time technical services, comprising:
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instructions for receiving a request for technical services;
instructions for routing the request to a technical services control center;
instructions enabling determining availability of one or more technical service providers for providing services;
instructions enabling a real-time collaboration of the technical service providers according to the requirements of the request;
instructions for searching a data store for a most likely solution appropriate for servicing the request; and
instructions for updating the data store. - View Dependent Claims (13, 14, 15, 16)
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17. A computer system configured to enable remote near real time technical services, the computer system comprising:
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a processor;
a memory coupled to the processor; and
one or more modules coupled to the memory and the processor, the modules including;
a module configured to receive requests for a remote real-time technical service;
a module configured to prepare a bid for services;
a module configured to determine if a machine associated with the request has appropriate interactive software enabled;
a module configured to enable the interactive software to couple one or more technical service providers with the machine associated with the request, the module configured to enable user making the request to receive services independent of requiring the user to quit an immediate user space. - View Dependent Claims (18, 19)
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Specification