Method and system for providing technical services

• US 20060277096A1
• Filed: 06/02/2005
• Published: 12/07/2006
• Est. Priority Date: 06/02/2005
• Status: Abandoned Application

• Current Assignee: Robert A. Levitus
• Original Assignee: Robert A. Levitus
• Inventors: Levitus, Robert A.
• Application Number:
  US11/143,913
• Publication Number:
  US 20060277096A1
• Time in Patent Office: Days
• US Class Current: 705/301
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/103 Workflow collaboration or project management

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.

Claims

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.

2. The method of claim 1, further comprising offering the user a recording of the session, the recording can include a DVD, a digital movie file transmitted via the Web or email.

3. The method of claim 1 wherein the data stored in the data store is updated in near real time, providing the technical service providers with the most up-to-date solution for the user issue.

4. The method of claim 1 further comprising:

applying artificial intelligence to data in the data store to enhance searching abilities and to create an intelligent data store upon each transaction with a user.

5. The method of claim 4 wherein the data store is a data store that self-updates and creates most likely scenarios based on the most current information available.

6. The method of claim 1 further comprising receiving a solution from the data store including all prior relevant data previously collected and stored;

7. The method of claim 4 wherein the artificial intelligence is a neural network.

8. A method for receiving remote near real time technical services, the method comprising:

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.

9. The method of claim 8 wherein the interaction between a user and the technical service provider is over an internet connection.

10. The method of claim 8 wherein the receiving services independent of requiring a user to quit an immediate user space includes one or more of allowing the user to remain seated and interact with a machine requiring services, allowing the user to remain within close proximity to a machine receiving services.

11. The method of claim 8 wherein the technical service providers conference via one or more of a video conference, a telephone conference, and an online chat room.

12. A system for providing remote near real time technical services, comprising:

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.

13. The system of claim 12 further comprising instructions to enable a recording of servicing of the request.

14. The system of claim 12 wherein the data stored in the data store is updated in near real time.

15. The system of claim 12 further comprising:

instructions to enable a neural network to operate on data in the data store to enhance searching.

16. The system of claim 12 wherein the data store self-updates and creates most likely scenarios based on the most current information available.

17. A computer system configured to enable remote near real time technical services, the computer system comprising:

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.

18. The system of claim 17 wherein the receiving services independent of requiring a user to quit an immediate user space includes one or more of allowing the user to remain seated and interact with the machine associated with the request and allowing the user to remain within close proximity to the machine.

19. The system of claim 17 wherein the technical service providers conference via one or more of a video conference, a telephone conference, and an online chat room.