SYSTEM AND METHOD FOR PROVIDING TECHNICAL SUPPORT THROUGH A REMOTE SESSION
First Claim
1. A computer implemented technical support method comprising:
- receiving, at a customer support server, a customer support request initiated by a user;
routing the customer support request to an optimal analyst;
commencing a remote session between the user and the analyst;
identifying an issue through the remote session;
generating an action plan to solve the issue;
transferring, through the customer support server, the remote session with the action plan to a technician; and
implementing, by the technician, the action plan on the remote session to solve the issue.
1 Assignment
0 Petitions
Accused Products
Abstract
A system and computer implemented method for providing technical support through a remote session. The method begins by receiving, at a customer support servicer, a customer support request. Next, a customer support server routes the customer support request to an available analyst based on one or more conditions. The method proceeds to commence a remote session between a user'"'"'s computing device and the available analyst'"'"'s computing device. The issue/query is identified next, followed by generation of an action plan to solve the issue. Following this, the analyst transfers the remote session and the action plan to a technician. Finally, the technician implements the action plan on the remote session to solve the user query.
40 Citations
54 Claims
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1. A computer implemented technical support method comprising:
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receiving, at a customer support server, a customer support request initiated by a user; routing the customer support request to an optimal analyst; commencing a remote session between the user and the analyst; identifying an issue through the remote session; generating an action plan to solve the issue; transferring, through the customer support server, the remote session with the action plan to a technician; and implementing, by the technician, the action plan on the remote session to solve the issue. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A technical support system for troubleshooting computer related user issues, the system comprising:
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a customer support server for; receiving a customer support request from a user; initiating a remote session between the user and an analyst, wherein the analyst identifies the user issue and determines an action plan to solve the issue; transferring the remote session along with the action plan to a specified technician, wherein the technician implements the action plan on the remote session to solve the issue; and a call center management system for; retrieving the user'"'"'s identification number from the customer support server; and setting up a voice session between the analyst and the user using the user'"'"'s identification number. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17, 18)
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19. A technical support system comprising:
a self-support tool installed on a users computing device, the self-support tool including; a call-back module configured to send a message to a customer-support server requesting a call-back service; and an activation module configured to; send a remote session request to a customer-support server; receive confirmation from the customer-support server; and initiate the remote session.
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20. A computer-implemented method for initiating a remote session for a customer service request comprising:
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receiving a customer service request; retrieving request information comprising at least one of customer demographics, computing device information, preferred technician, preferred time, or nature of request; obtaining queue information; determining the most optimum request routing path based on the request information and the queue information; and initiating a remote session on the most optimum path. - View Dependent Claims (21, 22, 23, 24, 25, 26, 27)
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28. A system for initiating a remote session for a customer service request comprising:
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a customer support server configured for; receiving a customer service request, and retrieving request information comprising at least one of customer demographics, computing device information, preferred technician, preferred time, or nature of request; a routing module configured for; obtaining queue information, and determining the optimum request routing path based on the request information and the queue information; and launcher for initiating the remote session on the optimum request routing path. - View Dependent Claims (29, 30, 31, 32, 33, 34, 35)
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36. A computer-implemented method for providing technical support comprising:
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scanning a user'"'"'s computing device for a fault; identifying the fault; obtaining corrective measures for the known fault; applying the corrective measures to the identified fault; and informing user of the identified fault and the corrective measures. - View Dependent Claims (37, 38, 39, 40, 41, 42, 43, 44, 45)
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46. A system for providing technical support comprising:
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an inspection module for scanning a user'"'"'s computing device, at predetermined times, for a fault; an identifier for identifying the fault a comparator for comparing the identified fault with a list of known faults to determine the type of fault; a corrector for; obtaining corrective measures for the known fault; automatically applying the corrective measures to the identified fault; and an activation module for; informing the user of the identified fault; and activating a remote session if the identified fault cannot be automatically corrected. - View Dependent Claims (47, 48, 49, 50, 51, 52, 53, 54)
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Specification