SYSTEMS AND METHODS FOR HYBRID DELIVERY OF REMOTE AND LOCAL TECHNICAL SUPPORT VIA A CENTRALIZED SERVICE
First Claim
1. A method for providing remote online support service in conjunction with local onsite support service, the method comprising the steps of:
- (a) providing, by a local technician, a predetermined amount of time of onsite support service for a device at a premise, the local technician having a first type of skill from a plurality of skills;
(b) receiving, by a centralized service, identification by the local technician of an issue with the device, resolution of the issue comprising a plurality of tasks, each of the plurality of tasks to be performed by one or more remote technicians having a corresponding skill type from the plurality of skills; and
(c) performing, by a first remote technician having a second type of skill from the plurality of skills, a first task of the plurality of tasks on the device via a first network connection to the device, the centralized service assigning the first task to the first remote technician.
5 Assignments
0 Petitions
Accused Products
Abstract
The present solution is directed to a hybrid customer support model for providing remote online support service in conjunction with local onsite support service. A local technician provides on site support service for a device at a premise for a predetermined amount of time. The onsite support by the local technician may be limited to a subset of the tasks for resolving an issue with the device or otherwise be limited to applying a subset or scope of skills to resolving the issue. In one embodiment, the local technician has a first type of skill from a plurality of skills. The local technician identifies an issue with the device and sends the issue to a centralized service. The centralized service receives an identification of the issue—the resolution of which may include a plurality of tasks. In one embodiment, each of the plurality of tasks is performed by one or more remote technicians having a skill type corresponding to the task. A resource pool is managed via the centralized service to support information flow in the hybrid model. The centralized service tracks service information and results.
-
Citations
20 Claims
-
1. A method for providing remote online support service in conjunction with local onsite support service, the method comprising the steps of:
-
(a) providing, by a local technician, a predetermined amount of time of onsite support service for a device at a premise, the local technician having a first type of skill from a plurality of skills; (b) receiving, by a centralized service, identification by the local technician of an issue with the device, resolution of the issue comprising a plurality of tasks, each of the plurality of tasks to be performed by one or more remote technicians having a corresponding skill type from the plurality of skills; and (c) performing, by a first remote technician having a second type of skill from the plurality of skills, a first task of the plurality of tasks on the device via a first network connection to the device, the centralized service assigning the first task to the first remote technician. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
-
-
11. A system for providing remote online support service in conjunction with local onsite support service, the system comprising:
-
an interface of a centralized service for receiving identification of an issue by a local technician providing a predetermined amount of time of onsite support service for a device at a premise, the local technician having a first type of skill from a plurality of skills; an engine of the centralized service identifying that resolution of the issue comprises a plurality of tasks, each of the plurality of tasks to be performed by one or more remote technicians having a corresponding skill type from the plurality of skills; and wherein the centralized service assigns the first task to a first remote technician, the first remote technician having a second type of skill from the plurality of skills, a first task of the plurality of tasks on the device via a first network connection to the device. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
-
Specification