Systems and methods for facilitating service request processing in a call center
First Claim
1. A system for a call center, the system comprising:
- a service request generator for generating a service request that includes a machine identifier;
a machine status database controller coupled to the service request generator, the machine status database controller for retrieving machine status data corresponding to the machine identifier of the service request;
a historical solution database controller coupled to the machine status database controller, the historical solution database controller for retrieving historical solution data corresponding to the retrieved machine status data; and
a service plan generator coupled to the service request generator, the service plan generator for generating a repair code for the service request that corresponds to the retrieved machine status data and the retrieved historical solution data.
2 Assignments
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Accused Products
Abstract
A call center system comprises a service request generator for generating a service request that includes a machine identifier; a machine status database controller coupled to the service request generator, the machine status database controller for retrieving machine status data corresponding to the machine identifier of the service request; a historical solution database controller coupled to the machine status database controller, the historical solution database controller for retrieving historical solution data corresponding to the retrieved machine status data; and a service plan generator coupled to the service request generator, the machine status database controller, and the historical solution database controller, the service plan generator for generating a repair code for the service request that corresponds to the retrieved machine status data and retrieved historical solution data.
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Citations
20 Claims
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1. A system for a call center, the system comprising:
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a service request generator for generating a service request that includes a machine identifier;
a machine status database controller coupled to the service request generator, the machine status database controller for retrieving machine status data corresponding to the machine identifier of the service request;
a historical solution database controller coupled to the machine status database controller, the historical solution database controller for retrieving historical solution data corresponding to the retrieved machine status data; and
a service plan generator coupled to the service request generator, the service plan generator for generating a repair code for the service request that corresponds to the retrieved machine status data and the retrieved historical solution data. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A method for a call center, the method comprising:
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generating a service request that includes a machine identifier;
retrieving machine status data corresponding to the machine identifier of the service request;
retrieving historical solution data corresponding to the retrieved machine status data; and
generating a repair code for the service request that corresponds to the retrieved historical solution data. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
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17. A system for a call center comprising:
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a service terminal for receiving a service request for a machine, the service request including a machine identifier;
a machine database querying device coupled to the service terminal, the machine database querying device for querying a machine database using the machine identifier and for retrieving the machine status data corresponding to the machine identifier;
a historical solution database comprising historical solution data from at least one previously performed service request;
a historical solution database controller coupled to the historical solution database, the historical solution database controller for querying the historical solution database with the retrieved machine status data and for retrieving the historical solution data corresponding to the retrieved machine status data; and
a service plan generator coupled to the historical solution database controller, the service plan generator for generating a repair code for the service request that corresponds to the retrieved historical solution data. - View Dependent Claims (18, 19, 20)
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Specification