NETWORK-BASED PLATFORM FOR PROVIDING CUSTOMER TECHNICAL SUPPORT
First Claim
1. A technical support system for providing technical support to a computer system end-user in response to a reported incident, wherein the end-user'"'"'s computer system has associated parameters characterizing a configuration of the computer system, the technical support system comprising:
- a problems data store storing a problem information related to a plurality of problems identified in response to other reported incidents;
a problem search module configured to search the problem information based on one or more key words to determine problem information that is relevant to the one or more key words and that is applicable to a general population of computer systems; and
a problem filter module configured to filter the determined problem information based on the parameters associated with the end-user'"'"'s computer system configuration to determine problem information that is specific to the end-user'"'"'s computer system.
5 Assignments
0 Petitions
Accused Products
Abstract
A technical support system includes a problems data store storing a problem information related to a plurality of problems identified in response to other reported incidents, a problem search module configured to search the problem information based on one or more key words to determine problem information that is relevant to the one or more key words and that is applicable to a general population of computer systems, and a problem filter module configured to filter the determined problem information based on the parameters associated with the end-user'"'"'s computer system configuration to determine problem information that is specific to the end-user'"'"'s computer system. A method for providing technical support to an end user includes receiving system-specific parameters characterizing a hardware and software configuration of the end user'"'"'s computer system, determining one or more possible causes of a problem exhibited by the specified end user'"'"'s computer system by searching a set of problem information related to one or more problems reported in other incidents, and filtering the one or more determined possible causes based on the system-specific parameters to derive one or more targeted possible causes specific to the specified end user'"'"'s computer system configuration.
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Citations
20 Claims
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1. A technical support system for providing technical support to a computer system end-user in response to a reported incident, wherein the end-user'"'"'s computer system has associated parameters characterizing a configuration of the computer system, the technical support system comprising:
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a problems data store storing a problem information related to a plurality of problems identified in response to other reported incidents;
a problem search module configured to search the problem information based on one or more key words to determine problem information that is relevant to the one or more key words and that is applicable to a general population of computer systems; and
a problem filter module configured to filter the determined problem information based on the parameters associated with the end-user'"'"'s computer system configuration to determine problem information that is specific to the end-user'"'"'s computer system. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A method for providing technical support to a specified end user reporting a specified incident, the method comprising:
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receiving system-specific parameters characterizing a hardware and software configuration of the end user'"'"'s computer system;
determining one or more possible causes of a problem exhibited by the specified end user'"'"'s computer system by searching a set of problem information related to one or more problems reported in other incidents; and
filtering the one or more determined possible causes based on the system-specific parameters to derive one or more targeted possible causes specific to the specified end user'"'"'s computer system configuration. - View Dependent Claims (12, 13, 14, 15, 16, 17)
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18. A computer program product comprising a computer-readable medium having instructions, which, when executed by a computer, cause the computer to carry out a process comprising operations of:
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receiving an incident report from an end user, the incident report including a description of a problem exhibited by the end user'"'"'s computer system;
receiving system-specific parameters characterizing a configuration of hardware and software associated with an end user'"'"'s computer system;
based on the problem description, determining one or more possible causes based on a set of problem information describing problems reported in other incident reports, wherein the problem information includes possible causes to the problems reported in the other incident reports; and
filtering the one or more determined possible causes with the system-specific parameters to derive one or more possible causes specific to the end user'"'"'s computer system configuration. - View Dependent Claims (19, 20)
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Specification