INTELLIGENT PROBLEM TRACKING ELECTRONIC SYSTEM FOR OPTIMIZING TECHNICAL SUPPORT
First Claim
1. A method for intelligent problem tracking comprising:
- receiving recorded information of tracked end user behavior collected in an end user computing system while the end user addresses a problem in the end user computing system;
determining a level of technical sophistication of the user based upon the recorded information;
selecting a technical support level corresponding to the determined level of technical sophistication of the user; and
transmitting a resolution to the problem in a message to the end user computing system commensurate with the selected technical support level.
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Accused Products
Abstract
Embodiments of the present invention address deficiencies of the art in respect to technical support management and provide a novel and non-obvious method, system and computer program product for intelligent problem tracking to optimize technical support. In an embodiment of the invention, a method for intelligent problem tracking can include receiving recorded information of tracked end user behavior collected in an end user computing system while the end user addresses a problem in the end user computing system, determining a level of technical sophistication of the user based upon the recorded information, selecting a technical support level corresponding to the determined level of technical sophistication of the user, and transmitting a resolution to the problem in a message to the end user computing system commensurate with the selected technical support level.
33 Citations
20 Claims
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1. A method for intelligent problem tracking comprising:
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receiving recorded information of tracked end user behavior collected in an end user computing system while the end user addresses a problem in the end user computing system; determining a level of technical sophistication of the user based upon the recorded information; selecting a technical support level corresponding to the determined level of technical sophistication of the user; and transmitting a resolution to the problem in a message to the end user computing system commensurate with the selected technical support level. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. An intelligent problem tracking data processing system comprising:
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a memory and a processor; a bus connecting the processor and the memory; and intelligent problem tracking logic coupled to the memory, the logic comprising program code enabled to receive recorded information of tracked end user behavior collected in an end user computing system while the end user addresses a problem in the end user computing system, determine a level of technical sophistication of the user based upon the recorded information, select a technical support level corresponding to the determined level of technical sophistication of the user, and transmit a resolution to the problem in a message to the end user computing system commensurate with the selected technical support level. - View Dependent Claims (9, 10, 13)
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14. A computer program product comprising a computer usable medium embodying computer usable program code for intelligent problem tracking, the computer program product comprising:
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computer usable program code for receiving recorded information of tracked end user behavior collected in an end user computing system while the end user addresses a problem in the end user computing system; computer usable program code for determining a level of technical sophistication of the user based upon the recorded information; computer usable program code for selecting a technical support level corresponding to the determined level of technical sophistication of the user; and computer usable program code for transmitting a resolution to the problem in a message to the end user computing system commensurate with the selected technical support level. - View Dependent Claims (15, 16, 17, 18, 19, 20)
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Specification