METHODS AND SYSTEMS FOR PROVIDING MULTIPLE SUPPORT OPTIONS

• US 20090063175A1
• Filed: 08/31/2007
• Published: 03/05/2009
• Est. Priority Date: 08/31/2007
• Status: Abandoned Application

• Current Assignee: Red Hat, Inc. (International Business Machines Corporation)
• Original Assignee: Red Hat, Inc. (International Business Machines Corporation)
• Inventors: Hibbets, Jason, Faus, Norman L.
• Application Number:
  US11/848,816
• Publication Number:
  US 20090063175A1
• Time in Patent Office: Days
• US Class Current: 705/16
• CPC Class Codes: G06F 16/9535 Search customisation based on user profiles and personalisation
• CPC Class Codes: G06Q 20/20 Point-of-sale [POS] network systems

Abstract

An embodiment relates to a method of providing support. The method includes receiving a request for technical support. The request comprises a description of the support sought and types of support sought. The method further includes determining the types of support available based on the request and generating a list of the available types of support. The list includes a link to initiate the available types of support. The method further includes providing the list to a user requesting the support.

Claims

1. A method of providing support, the method comprising:

receiving a request for technical support, the request comprising a description of the support sought and types of support sought;

determining the types of support available based on the request;

generating a list of the available types of support, the list including a link to initiate the available types of support; and

providing the list to a user requesting the support.

2. The method of claim 1, wherein determining the types of support available comprises:

performing a keyword search on the description of the support sought to determine a subject of the support sought.

3. The method of claim 2, further comprising:

determining experts with technical expertise in the subject of the support sought.

4. The method of claim 3, further comprising:

determining articles related to the subject of the support sought;

determining forum threads related to the subject of the support sought; and

compiling the determined experts, determined articles, and determined forum threads as the list.

5. The method of claim 3, further comprising:

receiving a request to initiate communication with at least one of the determined experts;

determining an availability of the at least one of the determined experts; and

transmitting a request for a chat if the at least one of the determined expert is available.

6. The method of claim 5, further comprising:

receiving a request for at least one additional expert with expertize in the subject of the support sought;

determining an availability of the at least one additional expert; and

transmitting a request for a chat if the at least one additional expert is available.

7. An apparatus for providing technical support, the apparatus comprising:

a program interface adapted to receive requests for technical support, the request comprising a description of the support sought and types of support sought;

a keyword dictionary, the keyword dictionary comprising a set of keyword terms; and

a control module coupled to the program interface and keyword dictionary, the control module configured to determine the types of support available based on the request;

to generate a list of the available types of support, the list including a link to initiate the available types of support; and

to provide the list to a user requesting the support.

8. The apparatus of claim 7, wherein the control module is further configured to compare keywords to the description of the support sought and to determine a subject of the support sought.

9. The apparatus of claim 8, further comprising:

a repository adapted to store a list of experts;

a search engine coupled to the repository and control module, the search engine configured to determine experts in the repository with technical expertize in the subject of the support sought.

10. The apparatus of claim 9, wherein the control module is further configured to determine articles related to the subject of the support sought;

to determine forum threads related to the subject of the support sought; and

to compile the determined experts, determined articles, and determined forum threads as the list.

11. The apparatus of claim 9, wherein the control module is further configured to receive a request to initiate communication with at least one of the determined experts;

to determine an availability of the at least one of the determined experts; and

to transmit a request for a chat if the at least one of the determined expert is available.

12. The apparatus of claim 11, wherein the control module is further configured to receive a request for at least one additional expert with expertize in the subject of the support sought;

to determine an availability of the at least one additional expert; and

to transmit a request for a chat if the at least one additional expert is available.

13. A system for developing providing support, the system comprising:

a network configured to provide a communication channel for a plurality of users; and

a web service portal coupled to the network and configured to provide products and services to the plurality of users, wherein the web-service portal further comprises;

a program interface adapted to receive requests for technical support, the request comprising a description of the support sought and types of support sought;

a keyword dictionary, the keyword dictionary comprising a set of keyword terms; and

a control module coupled to the program interface and keyword dictionary, the control module configured to determine the types of support available based on the request;

to generate a list of the available types of support, the list including a link to initiate the available types of support; and

to provide the list to a user requesting the support.

14. The system of claim 13, wherein the control module is further configured to compare keywords to the description of the support sought and to determine a subject of the support sought.

15. The system of claim 14, wherein the web service portal further comprises:

a repository adapted to store a list of experts;

a search engine coupled to the repository and control module, the search engine configured to determine experts in the repository with technical expertise in the subject of the support sought.

16. The system of claim 15, wherein the web service portal further comprises:

a knowledge library adapted to maintain articles related to technical support and adapted to maintain forums related to technical support; and

wherein the control module is further configured communicate with the knowledge library to determine articles related to the subject of the support sought;

to determine forum threads related to the subject of the support sought; and

to compile the determined experts, determined articles, and determined forum threads as the list.

17. The system of claim 15, wherein the web service portal further comprises:

a chat services module adapted to provide chat services; and

wherein the control module is further configured to communicate with the chat services module and to receive a request to initiate communication with at least one of the determined experts;

to determine an availability of the at least one of the determined experts; and

to transmit a request for a chat to the chat services if the at least one of the determined expert is available.

18. The system of claim 17, wherein the control module is further configured to receive a request from the chat services module for at least one additional expert with expertize in the subject of the support sought;

to determine an availability of the at least one additional expert; and

to transmit a request for a chat to the chat services module if the at least one additional expert is available.