Unified services entitlement architecture
First Claim
1. A method of identifying a source of a counterfeit product unit comprising:
- receiving a product support request from a customer to an automated call distributor (ACD), wherein the product support request relates to a product manufactured by a receiving party;
receiving a technical support identification (TSID) from the customer including establishing a data communication with the customer'"'"'s product unit in response to receiving the TSID and automatically interrogating the product unit to identify the TSID for the product unit, wherein at least one of a plurality of aspects of the product unit is stored in a computer retrievable location in the product unit;
validating the TSID;
classifying the valid TSID as an illicit TSID classification if a unit corresponding to the TSID is identified as a counterfeit product unit including identifying the counterfeit product unit in at least one database;
assigning at least one of a plurality of support levels to the classified, valid TSID wherein the assigned support level corresponds to the TSID classification and wherein the TSID is received, validated, classified and the support level assigned before an agent is notified of the product support request by the ACD; and
enabling delivery of the assigned support level including notifying the customer that the product unit is illicit and denying all product support, reporting at least one of the customer or the source of the counterfeit product unit and blocking access to an agent.
3 Assignments
0 Petitions
Accused Products
Abstract
A system, method and apparatus for determining a support entitlement level are provided. A product support request is received from a customer. A technical support identification (TSID) is also received from the customer. The TSID is validated and classified. The TSID may be classified into at least one of several classifications. One of the classifications is a contract classification. At least one of several support levels are assigned to the classified TSID. The assigned support level corresponds to the TSID classification. The TSID is received, validated, classified and the support level assigned before a product support agent is notified of the product support request. Then the assigned support level is delivered.
55 Citations
20 Claims
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1. A method of identifying a source of a counterfeit product unit comprising:
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receiving a product support request from a customer to an automated call distributor (ACD), wherein the product support request relates to a product manufactured by a receiving party; receiving a technical support identification (TSID) from the customer including establishing a data communication with the customer'"'"'s product unit in response to receiving the TSID and automatically interrogating the product unit to identify the TSID for the product unit, wherein at least one of a plurality of aspects of the product unit is stored in a computer retrievable location in the product unit; validating the TSID; classifying the valid TSID as an illicit TSID classification if a unit corresponding to the TSID is identified as a counterfeit product unit including identifying the counterfeit product unit in at least one database; assigning at least one of a plurality of support levels to the classified, valid TSID wherein the assigned support level corresponds to the TSID classification and wherein the TSID is received, validated, classified and the support level assigned before an agent is notified of the product support request by the ACD; and enabling delivery of the assigned support level including notifying the customer that the product unit is illicit and denying all product support, reporting at least one of the customer or the source of the counterfeit product unit and blocking access to an agent. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A system for identifying a source of a counterfeit product unit comprising:
an automated call distributor (ACD), wherein the ACD provides access to a customer and wherein the ACD includes; a processor; a memory system coupled to the processor, wherein the memory system includes instructions executable by the processor to; receive a product support request from a customer, wherein the product support request relates to a product manufactured by a receiving party; receive a technical support identification (TSID) from a customer including establishing a data communication with the customer'"'"'s product unit in response to receiving the TSID and automatically interrogating the product unit to identify the TSID for the product unit, wherein at least one of a plurality of aspects of the product unit is stored in a computer retrievable location in the product unit; validate the TSID; classify the valid TSID as an illicit TSID classification if a unit corresponding to the TSID is identified as a counterfeit product unit including identifying the counterfeit product unit in at least one database; assign at least one of a plurality of support levels to the classified, valid TSID wherein the assigned support level corresponds to the TSID classification and wherein the TSID is received, validated, classified and the support level assigned before an agent is notified of the product support request; and enabling delivery of the assigned support level including notifying the customer that the product unit is illicit and denying all product support, reporting at least one of the customer or the source of the counterfeit product unit and blocking access to an agent. - View Dependent Claims (16, 17, 18, 19, 20)
Specification