Systems and methods for distributing remote technical support via a centralized service
First Claim
1. A method for providing on-demand technical support services from a pool of technicians remote to a plurality of points of service via a centralized service in communication via one or more networks with the pool of technicians and a device at a point of service, the method comprising the steps of:
- (a) receiving, by a centralized service, a request for work to be performed on a device, the device connected to a point of service of a plurality of points of service, the centralized service operating on one or more servers in communication via one or more networks to the point of service, the point of service comprising a location of a consumer at which service is requested;
(b) determining, by the centralized service, from the request each of a type of work for the request, a predetermined service threshold for the type of work for the request and one or more service level attributes to perform the type of work for the request at the predetermined service threshold, the predetermined service threshold comprising a metric for a measurable element of performing the type of work; and
(c) assigning, by the centralized service responsive to the determination and prior to performing the type of work on the request, the request to a work queue of a plurality of work queues based on the one or more service level attributes corresponding to one or more capabilities identified for a plurality of remote technicians.
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Accused Products
Abstract
The solution described herein provides an innovative use of remote services technology integrated with service personnel onsite at the point of service, such as a consumer repair outlet, to provide a pool of technical support resources to service a widely distributed resource need, such as support and repair resource needs of a chain of consumer outlets or an aggregated group of single proprietor consumer outlets. With this solution, qualified technical resources are provided from a central location to service a widely distributed retail environment. This is on-demand online remote support service is called or referred to as “support from a spigot.” The distribution method enables the delivery of higher quality, more reliable and overall lower cost services. Instead of requiring dedicated technical resources at each location, lower skilled labor may be deployed at the location to enable the remote technical support services process.
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Citations
20 Claims
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1. A method for providing on-demand technical support services from a pool of technicians remote to a plurality of points of service via a centralized service in communication via one or more networks with the pool of technicians and a device at a point of service, the method comprising the steps of:
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(a) receiving, by a centralized service, a request for work to be performed on a device, the device connected to a point of service of a plurality of points of service, the centralized service operating on one or more servers in communication via one or more networks to the point of service, the point of service comprising a location of a consumer at which service is requested; (b) determining, by the centralized service, from the request each of a type of work for the request, a predetermined service threshold for the type of work for the request and one or more service level attributes to perform the type of work for the request at the predetermined service threshold, the predetermined service threshold comprising a metric for a measurable element of performing the type of work; and (c) assigning, by the centralized service responsive to the determination and prior to performing the type of work on the request, the request to a work queue of a plurality of work queues based on the one or more service level attributes corresponding to one or more capabilities identified for a plurality of remote technicians. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system for providing on-demand technical support services from a pool of technicians remote to a plurality of points of service via a centralized service in communication via one or more networks with the pool of technicians and a device at a point of service, the system comprising:
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a centralized service receiving a request for work to be performed on a device at a point of service of a plurality of points of service, the point of service comprising a location of a consumer at which service is requested, the centralized service operating on one or more servers in communication via one or more networks to the point of service the centralized service determining from the request each of a type of work from the request, a predetermined service threshold for the type of work for the request and one or more service level attributes of the type of work to perform the type of work for the request at the predetermined service threshold, the predetermined service threshold comprising a metric for a measurable element of performing the type of work; a database comprising information identifying one or more capabilities of a plurality of remote technicians; and wherein the centralized service assigns, responsive to the determination and prior to performing the type of work on the request, the request to a work queue of a plurality of work queues based on the one or more service level attributes corresponding to the one or more capabilities identified for the plurality of remote. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17)
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18. A method for receiving on-demand technical support services from a remote location, the method comprising
(a) transmitting, from a point of service to a centralized service, a request for service for a device connected from the point of service, the point of service comprising a location of a consumer at which service is requested, the request for service determined by the centralized service to comprise a type of work, the centralized service identifying from the request each of a predetermined service threshold for the type of work for the request and one or more service level attributes to perform the type of work for the request at the predetermined service threshold, the predetermined service threshold comprising a metric for a measurable element of performing the type of work; -
(b) receiving, by the device at the point of service, a connection from a remote technician of a plurality of remote technicians to service the request assigned by the centralized service to a work queue of a plurality of work queues, the centralized service, responsive to the determination and prior to performing the type of work on the request, assigning the request to the work queue based on one or more capabilities identified for the plurality of remote technicians corresponding to the one or more service level attributes to perform the type of work at the predetermined service level threshold; and (c) receiving, at the point of service, information from the centralized service indicating a status of service performed on the device by the remote technician. - View Dependent Claims (19, 20)
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Specification