Technical support agent and technical support service delivery platform
First Claim
Patent Images
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.
5 Assignments
0 Petitions
Accused Products
Abstract
An embodiment of a method for providing technical support service includes generating a plurality of problem resolutions that are determined to resolve an identified technical problem; 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, selecting a problem resolution from among said plurality of problem resolutions based at least in part on said attributed weights.
53 Citations
8 Claims
-
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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
-
Specification