DIGITAL FOOTPRINT DRIVEN MULTI-CHANNEL INTEGRATED SUPPORT SYSTEM
First Claim
1. A multi-channel integrated support method comprising:
- creating a digital footprint specifying an electronic device configuration in place at a localized entity;
initiating rendering of a footprint display comprising device representations of electronic devices present in the digital footprint;
obtaining an existing device selection from the footprint display;
obtaining a new device selection;
obtaining legacy data migration instructions for moving legacy data on at least one of the electronic devices to a new device specified by the new device selection;
integrating the new device into the digital footprint; and
updating the footprint display to include the new device.
2 Assignments
0 Petitions
Accused Products
Abstract
A digital footprint driven multi-channel integrated support system assists a user in managing electronic components based on his or her digital footprint. The digital footprint driven multi-channel integrated support system delivers a dramatically improved ‘digital home support’ experience across multiple support channels (e.g., ‘on-the-box’, web, IVR, agent voice, agent chat, agent email, and more). The digital footprint driven multi-channel integrated support system generates, displays, and uses a ‘digital footprint’ of the components within the home, such as computer hardware/software, computer peripherals, audio/visual equipment, gaming hardware/software, home security hardware/software, or other electronic components.
50 Citations
14 Claims
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1. A multi-channel integrated support method comprising:
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creating a digital footprint specifying an electronic device configuration in place at a localized entity; initiating rendering of a footprint display comprising device representations of electronic devices present in the digital footprint; obtaining an existing device selection from the footprint display; obtaining a new device selection; obtaining legacy data migration instructions for moving legacy data on at least one of the electronic devices to a new device specified by the new device selection; integrating the new device into the digital footprint; and updating the footprint display to include the new device. - View Dependent Claims (2, 3, 4, 5)
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6. A multi-channel integrated support method comprising:
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initiating detection of a first electronic component in an electronic component system; generating a first digital footprint of the electronic component system, where the first digital footprint includes a representation of the detected first electronic component; initiating display of the first generated digital footprint; receiving the first digital footprint; storing the first digital footprint as a master digital footprint; initiating detection of a second electronic component in the electronic component system, where the second electronic component was not included in the first generated digital footprint; generating a second digital footprint of the electronic component system, where the second digital footprint includes a representation of the detected second electronic component; receiving the second digital footprint; and
,storing the second digital footprint as the master digital footprint instead of the first digital footprint. - View Dependent Claims (7, 8, 9, 10, 11)
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12. A multi-channel integrated support method comprising:
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detecting a purchase of an electronic component; updating a customer support system in response to the detected purchase of the electronic component; generating a digital footprint based on the data stored in the customer support system and the detected purchase of the electronic component; initiating display of a representation of the purchased electronic component; querying the customer support system for information relating to the purchased electronic component; receiving information from the customer support system; and
,initiating display of support options based on the information received from the customer support system. - View Dependent Claims (13, 14)
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Specification