Help center and print center applications

• US 7,742,999 B2
• Filed: 04/30/2002
• Issued: 06/22/2010
• Est. Priority Date: 10/25/2001
• Status: Active Grant

• Current Assignee: Meta Platforms, Inc. (f/k/a Facebook, Inc.)
• Original Assignee: AOL Inc. (Apollo Global Management, Inc.)
• Inventors: Smith, Greg Weston, Haddock, Gail, Brannam, Todd, Moran, James R.
• Primary Examiner(s): Weiss; John G.
• Assistant Examiner(s): Brooks; Matthew L.
• Application Number:
  US10/134,680
• Publication Number:
  US 20030084335A1
• Time in Patent Office: 2,975 Days
• Field of Search: None
• US Class Current: 705/346
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0241 Advertisements
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting

Abstract

Various disclosed help center features provide help to a user without a staffed help center, provide help to a user before the user recognizes the need, or create targeted commerce opportunities for a provider of goods or services. One help center feature provides a user with help that is specifically related to a component in the user'"'"'s computer system and that is supplied to the help center feature by the component manufacturer. Another help center feature detects a condition that degrades performance, and hence user satisfaction, and alerts the user. Another help center feature detects an attempt by a computer system to inform the user of degraded performance and offers the user a solution. Another help center feature provides a user with a commerce opportunity specifically related to a component in the user'"'"'s computer system and/or to the user'"'"'s geographic location.

Claims

1. A method of providing service for a computer hardware component, the method comprising:

initiating a support application for a computer system;

accessing, by the initiated support application, first data indicating a condition of a hardware component of the computer system;

determining, based on the condition, that the condition is sub-optimal without human intervention;

accessing, in response to the determination that the condition is sub-optimal, second data that identifies a first manufacturer of a first type of hardware components and a second manufacturer of the first type of hardware components, the second manufacturer being different from the first manufacturer;

selecting, from the second data, the first manufacturer or the second manufacturer;

enabling display, in response to the determination that the condition is sub-optimal and to the user of the computer system, of an interface that provides service for the hardware component based on the selection of the first manufacturer or the second manufacture; and

electronically executing the service for the hardware component of the computer system, wherein electronically executing the service for the hardware component of the computer system comprises downloading and installing a piece of software or modifying a configuration parameter of the hardware component of the computer system.

2. The method of claim 1, wherein enabling display of the interface comprises enabling display of a warning regarding the hardware component.

3. The method of claim 1, wherein enabling display of the interface comprises enabling display of a support recommendation for the hardware component.

4. The method of claim 1, wherein electronically executing the service for the hardware component comprises downloading and installing a piece of software.

5. The method of claim 1, wherein electronically executing the service for the hardware component comprises modifying a configuration parameter of the hardware component.

6. The method of claim 1, wherein enabling display of the interface comprises enabling display of an identifier of the selected first manufacturer or second manufacturer.

7. The method of claim 1, further comprising electronically accessing a geographic indicator indicating a location of the computer system, and wherein enabling display of the interface comprises enabling display of an interface that is tailored to the location of the computer system based on the geographic indicator.

8. The method of claim 1, wherein selecting the first manufacturer or the second manufacturer comprises:

accessing a component identification item that identifies the hardware component, and

selecting the first manufacturer or the second manufacturer based on information in the component identification item.

9. The method of claim 8, wherein the hardware component is a printer, and accessing the component identification item comprises deriving, at least in part, the component identification item from a filename for a device driver associated with the printer.

10. The method of claim 8, wherein accessing the component identification item comprises performing a scan of the computer system.

11. The method of claim 10, further comprising receiving pre-authorization by an owner of the computer system for performing the scan automatically.

12. The method of claim 8, wherein accessing the component identification item comprises accessing a profile of the computer system.

13. The method of claim 8, wherein accessing the component identification item comprises scanning the computer system.

14. The method of claim 8, wherein selecting the first manufacturer or the second manufacturer comprises performing a table look-up based on information in the component identification item.

15. The method of claim 8, wherein accessing the component identification item comprises issuing an application-program interface (“

API”

) call to an operating system running on the computer system to determine a device driver file name for an active printer on the computer system.

16. The method of claim 15, wherein:

determining that the condition is sub-optimal comprises determining that the device driver is not a current version; and

conditioned on the determination that the condition is sub-optimal, enabling display of the interface comprises conditioned on the determination that the device driver is not a current version, enabling display of electronic access to the current version.

17. The method of claim 16, wherein determining that the device driver is not the current version comprises:

storing electronically a current version number for the device driver;

issuing a second API call to determine a version number of the device driver;

comparing the device driver'"'"'s version number to the current version number; and

determining that the device driver'"'"'s version number is not equal to the current version number.

18. The method of claim 8, wherein:

the information in the component identification item comprises a potential manufacturer, and

selecting the first manufacturer or the second manufacturer based on information in the component identification item comprises selecting the potential manufacturer as the first manufacturer or the second manufacturer.

19. The method of claim 8, wherein:

the information in the component identification item comprises an indicator of a class of components, the class including the hardware component, and

selecting the first manufacturer or the second manufacturer based on information in the component identification item comprises (i) using the indicator of the class to select a class manufacturer from a list of class manufacturers, and (ii) selecting the class manufacturer as the first manufacturer or the second manufacturer.

20. The method of claim 8, wherein:

the information in the component identification item comprises an indicator of a particular manufacturer of the hardware component; and

selecting the first manufacturer or the second manufacturer based on information in the component identification item comprises using the indicator to select the first manufacturer.

21. The method of claim 1, wherein enabling display of the interface comprises enabling display of an advertisement related to the hardware component.

22. The method of claim 21, wherein the advertisement comprises an advertisement for an upgrade of the hardware component.

23. The method of claim 21, wherein the advertisement comprises an advertisement for a warranty for the hardware component.

24. The method of claim 21, wherein the advertisement comprises an advertisement for service for the hardware component.

25. The method of claim 21, wherein the advertisement comprises an advertisement for a product related to the hardware component.

26. The method of claim 1, wherein the selected first manufacturer or second manufacturer is a manufacturer of the hardware component.

27. The method of claim 1, wherein enabling display of the interface comprises enabling display of a notice of an available upgrade.

28. The method of claim 1, wherein enabling display of the interface comprises enabling display of a software patch.

29. The method of claim 1, wherein selecting the first manufacturer or the second manufacturer comprises selecting the first manufacturer or the second manufacturer without additional input from the user.

30. The method of claim 1, wherein enabling display of the interface comprises enabling display of the interface that includes a first help option selectable by the user to receive a first type of help from the selected first manufacturer or second manufacturer and a second help option, different from the first help option, selectable by the user to receive a second type of help, different from the first type of help, from the selected first manufacturer or second manufacturer.

31. The method of claim 1, wherein enabling display of the interface that is tailored to the selected first manufacturer or second manufacturer comprises enabling display of an interface that includes information specific to the selected first manufacturer or second manufacturer

32. The method of claim 1, wherein the condition of the hardware component comprises a speed configuration of the hardware component.

33. The method of claim 1, wherein the condition of the hardware component comprises available storage of the hardware component.

34. A computer program for providing service for a computer hardware component, the computer program residing on a tangible computer-readable medium and comprising instructions for causing a computer to perform at least the following operations:

initiate a support application for a computer system;

access, by the initiated support application, first data indicating a condition of a hardware component of the computer system;

determine, based on the condition, that the condition is sub-optimal without human intervention;

access, in response to the determination that the condition is sub-optimal, second data that identifies a first manufacturer of a first type of hardware components and a second manufacturer of the first type of hardware components, the second manufacturer being different from the first manufacturer;

select, from the second data, the first manufacturer or the second manufacturer;

enable display, in response to the determination that the condition is sub-optimal and to the user of the computer system, of an interface that provides service for the hardware component based on the selection of the first manufacturer or the second manufacture; and

electronically execute the service for the hardware component of the computer system, wherein electronically executing the service for the hardware component of the computer system comprises downloading and installing a piece of software or modifying a configuration parameter of the hardware component of the computer system.

35. A system for providing service for a computer hardware component, the system comprising:

a storage device; and

one or more processors, collectively programmed to perform at least the following operations;

initiate a support application for a computer system;

access, by the initiated support application, first data indicating a condition of a hardware component of the computer system;

determine, based on the condition, that the condition is sub-optimal without human intervention;

access, in response to the determination that the condition is sub-optimal, second data that identifies a first manufacturer of a first type of hardware components and a second manufacturer of the first type of hardware components, the second manufacturer being different from the first manufacturer;

select, from the second data, the first manufacturer or the second manufacturer;

enable display, in response to the determination that the condition is sub-optimal and to the user of the computer system, of an interface that provides service for the hardware component based on the selection of the first manufacturer or the second manufacture; and

electronically execute the service for the hardware component of the computer system, wherein electronically executing the service for the hardware component of the computer system comprises downloading and installing a piece of software or modifying a configuration parameter of the hardware component of the computer system.

36. The system of claim 35, wherein one processor is programmed to perform at least the operations of receiving the indication, accessing data, selecting one of the first manufacturer and the second manufacturer, and enabling display of the interface.