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Technical support agent and technical support service delivery platform

  • US 8,271,402 B2
  • Filed: 12/28/2007
  • Issued: 09/18/2012
  • Est. Priority Date: 12/30/2006
  • Status: Active Grant
First Claim
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1. A method for providing technical support service, the method comprising:

  • gathering a plurality of problem resolutions that are determined to resolve an identified technical problem;

    classifying each of said plurality of problem resolutions according to a skill level required to implement said problem resolution;

    attributing weights to each of said plurality of problem resolutions according to frequency of use; and

    in response to a request to resolve said identified problem, inferring a skill level of an end user of a client application that generated said request and selecting a problem resolution from among said plurality of problem resolutions based at least in part on said attributed weights and the skill level of the end user wherein the selected problem resolution is assigned a skill level corresponding to the end user'"'"'s skill level.

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