Systems and methods for facilitating service request processing in a call center

• US 20070021966A1
• Filed: 07/20/2005
• Published: 01/25/2007
• Est. Priority Date: 07/20/2005
• Status: Abandoned Application

• Current Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Original Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Inventors: Xiao, Fei, Minhas, Rajinderjeet, Ellefson, Jean
• Application Number:
  US11/185,170
• Publication Number:
  US 20070021966A1
• Time in Patent Office: Days
• US Class Current: 702/184
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

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.

Claims

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. The system of claim 1, wherein the service plan generator generates a remote solve repair code in response to the retrieved historical solution data indicating a remote solution for the service request.

3. The system of claim 2, wherein the service plan generator generates an estimated resolution time for the remote solve repair code.

4. The system of claim 1, wherein the historical solution data includes repair information for previously performed remote solves.

5. The system of claim 4, wherein the historical solution data includes resolution times of the previously performed remote solves.

6. The system of claim 1, wherein the machine status data includes a fault code indicating at least one fault with a machine;

and

further wherein the retrieved historical solution data comprises repair information pertaining to the fault code.

7. The system of claim 4, wherein the machine status data includes a model number;

and

further wherein the retrieved historical solution data comprises repair information for at least one machine with the same model number.

8. The system of claim 1, wherein the service request further includes customer observation data;

and

further wherein the retrieved historical solution data comprises repair information related to the customer observation data.

9. A method for a call center, the method comprising:

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.

10. The method of claim 9, wherein the step of generating a repair code for the service request further comprises:

generating a remote solve repair code in response to the retrieved historical solution data indicating a remote solution for the service request.

11. The method of claim 10, further comprising:

generating an estimated remote resolution time corresponding to the retrieved historical solution data.

12. The method of claim 9, wherein the historical solution data includes repair information for previously performed remote solves.

13. The method of claim 12, wherein the historical solution data includes resolution times of the previously performed remote solves.

14. The method of claim 9, wherein the machine status data includes a fault code indicating at least one fault with the machine;

and

further wherein the retrieved historical solution data comprises repair information corresponding to the fault code.

15. The method of claim 12, wherein the machine status data includes a model number;

and

further wherein the retrieved historical solution data comprises repair information for at least one machine with the same model number.

16. The method of claim 9, wherein the service request further includes customer observation data;

and

further wherein the retrieved historical solution data comprises repair information related to the customer observation data.

17. A system for a call center comprising:

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.

18. The system of claim 17, wherein the service plan generator generates a remote solve repair code in response to the retrieved historical solution data indicating a remote solution for the service request.

19. The system of claim 18, further comprising a resolution time generator coupled to the service plan generator and the historical solution database controller, the resolution time generator for generating an estimated resolution time for the remote solve based on the retrieved historical solution data.

20. The system of claim 18, wherein the machine status data includes a fault code indicating at least one fault with the machine.