Remote computer system and related equipment diagnostics using data gathered over a telephone channel
First Claim
1. A method comprising:
- receiving speech or DTMF tone information from a user communication via a telephone channel;
processing said received information with a computer-based voice application configured to interpret both said speech and said DTMF tones to determine that a first computer system is associated with said user;
conducting an automated dialog with said user to iteratively collect problem data via said speech or DTMF tones regarding a problem entity associated with said first computer system;
determining that a data network accessed by said first computer system is a source of diagnostic information related to said problem-entity; and
gathering the diagnostic information from said data network.
8 Assignments
0 Petitions
Accused Products
Abstract
A method, system, computer system and computer program product to remotely diagnose a problem with a computer system or related equipment using data provided by a user of the computer system via telephone. A signal including speech and/or DTMF tones is received via a telephone channel from a user of the computer system or equipment. The computer system and/or equipment associated with the signal is identified using information from the signal, such as a user name, caller ID, telephone number, or password. A source of diagnostic information about the computer system is identified, and diagnostic information is gathered from the source. The diagnostic information can be used to fix the problem or provided to a customer service agent for use in further problem diagnosis.
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Citations
38 Claims
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1. A method comprising:
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receiving speech or DTMF tone information from a user communication via a telephone channel; processing said received information with a computer-based voice application configured to interpret both said speech and said DTMF tones to determine that a first computer system is associated with said user; conducting an automated dialog with said user to iteratively collect problem data via said speech or DTMF tones regarding a problem entity associated with said first computer system; determining that a data network accessed by said first computer system is a source of diagnostic information related to said problem-entity; and gathering the diagnostic information from said data network. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A system comprising:
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a receiving module configured to receive data including speech or DTMF tones from a user communication via a telephone channel; and a voice application configured to accept said data and interpret both said speech and said DTMF tones to determine that a first computer system is associated with said user, said receiving module further configured to; conduct an automated dialog with said user to iteratively collect problem data via said telephone channel regarding a problem entity associated with said first computer system; determine a first source of diagnostic information related to said problem, said first source being selected from the group consisting of; a data network accessed by said first computer system, a back-end computer system associated with said first computer system, said back-end system being associated with a provider of services to said first computer system that may affect operation of said first computer system, payment records related to services provided to said first computer system, and service equipment that provides broadband service to said first computer system; and gather said diagnostic information from said first source. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25)
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26. A method of providing automated help, comprising:
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receiving communication from a user via a telephone channel, said communication comprising speech or DTMF tone information; identifying a problem computer system related to said communication by processing said communication with a computer-based voice application configured to interpret both said speech and said DTMF tones; determining that equipment that provides broadband service is connected to said computer system; and gathering diagnostic information from said equipment. - View Dependent Claims (27, 28, 29, 30, 31, 32)
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33. A method of providing automated help, comprising:
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receiving communication from a user via a telephone channel, said communication comprising speech or DTMF tone information; identifying a problem computer system related to said communication by processing said communication with a computer-based voice application configured to interpret both said speech and said DTMF tones; associating said problem computer system with a back-end computer system associated with said problem computer system, said back-end system being associated with a provider of services to said problem computer system that may affect operation of said problem computer system; and gathering diagnostic information from said back-end computer system. - View Dependent Claims (34, 35, 36, 37, 38)
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Specification