Remote technical support employing a configurable executable application

• US 8,458,521 B2
• Filed: 02/15/2010
• Issued: 06/04/2013
• Est. Priority Date: 02/15/2010
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture Global Services Limited (Accenture PLC)
• Inventors: Vera, Roy, Duffy, Michael P., Lamming, Frederick T., Tuggle, Colin M.
• Primary Examiner(s): KO, CHAE M
• Application Number:
  US12/705,697
• Publication Number:
  US 20110202798A1
• Time in Patent Office: 1,205 Days
• Field of Search: 714/26, 714/27, 714/46
• US Class Current: 714/26
• CPC Class Codes: G06F 9/445 Program loading or initiating bootstrapping G06F9/4401; security arrangements for program loading or initiating G06F21/57
• CPC Class Codes: G06F 9/453 Help systems
• CPC Class Codes: H04L 67/34 involving the movement of software or configuration parameters network booting or remote initial program loading [RIPL] G06F9/4416

Abstract

In a remote technical support system, in response to a request for service, a user device receives an executable application from the technical support controller, which executable application is subsequently invoked at the user device. Additionally, the user device receives configuration information from the technical support controller. The executable application then performs technical support processing of the user device in accordance with the configuration information. The executable application can be configured, based on the configuration information, to engage in dynamic workflow, i.e., to make decisions about what activities to perform based on previous results. Because the configuration information can be selected according to the specific nature of the user device and/or the specific nature of the service request, the executable application can be tailored to best address the requesting end user'"'"'s needs with minimal attention from a remote technician.

Claims

1. A method for providing technical support in connection with a user device, the method comprising:

receiving, by the user device from a technical support controller operatively connected to the user device, an executable application;

invoking, at the user device, the executable application;

receiving, by the user device from the technical support controller, configuration information, the configuration information including an activity list; and

performing, by the executable application, technical support processing of the user device in accordance with the configuration information, the technical support processing comprising diagnosing and fixing a malfunction of the user device,

wherein the technical support controller updates the activity list in the configuration information during the technical support processing based on an outcome of an execution of an activity from the activity list.

2. The method of claim 1, further comprising:

sending, by the executable application via the user device to the technical support controller, a request for the configuration information.

3. The method of claim 1, further comprising:

sending, by the executable application via the user device to the technical support controller, status updates concerning the technical support processing performed by the executable application.

4. The method of claim 1, wherein performing technical support processing by the executable application further comprises:

performing, by the executable application in accordance with the configuration information, a first activity; and

performing, by the executable application in accordance with the configuration information, either a second activity or a third activity from the configuration information to diagnose or fix a malfunction of the user device based on an the outcome of the first or second activity.

5. The method of claim 1, wherein performing technical support processing by the executable application further comprises performing at least one of a scanning activity, a validation activity, a downloading activity, and an application execution activity.

6. The method of claim 1, wherein receiving the executable application further comprises receiving the executable application via at least one network.

7. The method of claim 1, wherein the configuration information provided by the technical support controller is determined based on at least one of information about the user device and a service request for the user device.

8. A method for providing technical support in connection with a user device, the method comprising:

sending, by a technical support controller operatively connected to the user device, an executable application; and

sending, by the technical support controller to the user device, configuration information, the configuration information including an activity list,

wherein

the executable application performs technical support processing of the user device in accordance with the configuration information, the technical support processing comprising diagnosing and fixing a malfunction of the user device, and

the technical support controller updates the activity list in the configuration information during the technical support processing based on an outcome of an execution of an activity from the activity list.

9. The method of claim 8, further comprising:

receiving, by the technical support controller from the executable application via the user device, a request for the configuration information.

10. The method of claim 8, further comprising:

receiving, by the technical support controller from the executable application via the user device, status updates concerning technical support processing performed by the executable application.

11. The method of claim 8, wherein the configuration information comprises instructions that the executable application should perform a first activity and, based on an outcome of the first activity, either of a second activity and a third activity.

12. The method of claim 8, wherein the configuration information comprises instructions that the executable application should perform at least one of a scanning activity, a validation activity, a downloading activity, and an application execution activity.

13. The method of claim 8, wherein sending the executable application further comprises sending the executable application to the user device via at least one network.

14. The method of claim 8, further comprising:

determining the configuration information based on at least one of information about the user device and a service request for the user device.

15. An apparatus comprising:

a processor; and

a storage device, operatively connected to the processor, having stored thereon instructions that, when executed by the processor, cause the processor to;

receive, from a technical support controller operatively connected to the apparatus, an executable application;

invoke the executable application;

receive, from the technical support controller, configuration information, the configuration information including an activity list; and

perform, via the executable application, technical support processing of the apparatus in accordance with the configuration information, the technical support processing comprising diagnosing and fixing a malfunction of the user device,

wherein the technical support controller updates the activity list in the configuration information during the technical support processing based on an outcome of an execution of an activity from the activity list.

16. The apparatus of claim 15, wherein the storage device further comprises instructions that, when executed by the processor, cause the processor to:

send, via the executable application to the technical support controller, a request for the configuration information.

17. The apparatus of claim 15, wherein the storage device further comprises instructions that, when executed by the processor, cause the processor to:

send, via the executable application to the technical support controller, status updates concerning the technical support processing performed by the executable application.

18. The apparatus of claim 15, wherein those instructions that, when executed by the processor, cause the processor to perform, via the executable application, technical support processing are further operative to:

perform, via the executable application in accordance with the configuration information, a first activity; and

perform, via the executable application in accordance with the configuration information, either a second activity or a third activity based on an outcome of the first activity.

19. The apparatus of claim 15, wherein those instructions that, when executed by the processor, cause the processor to perform, via the executable application, technical support processing are further operative to perform at least one of a scanning activity, a validation activity, a downloading activity, and an application execution activity.

20. The apparatus of claim 15, further comprising:

a network interface operatively connected to the processor,

wherein those instructions that, when executed by the processor, cause the processor to receive the executable application are further operative to receive the executable application via the network interface.

21. The apparatus of claim 15, wherein the configuration information provided by the technical support controller is determined based on at least one of information about the apparatus and a service request for the apparatus.

22. An apparatus comprising:

a processor; and

a storage device, operatively connected to the processor, having stored thereon instructions that, when executed by the processor, cause the processor to;

send, to a user device, an executable application; and

send, to the user device, configuration information, the configuration information including an activity list,

wherein the executable application performs technical support processing of the user device in accordance with the configuration information, the technical support processing comprising diagnosing and fixing a malfunction of the user device, and

the activity list in the configuration information is updated during the technical support processing based on an outcome of an execution of an activity from the activity list.

23. The apparatus of claim 22, wherein the storage device further comprises instructions that, when executed by the processor, cause the processor to:

receive, from the executable application via the user device, a request for the configuration information.

24. The apparatus of claim 22, wherein the storage device further comprises instructions that, when executed by the processor, cause the processor to:

receive, from the executable application via the user device, status updates concerning technical support processing performed by the executable application.

25. The apparatus of claim 22, wherein the configuration information comprises instructions that the executable application should perform a first and, based on an outcome of the first activity, either of a second activity and a third activity.

26. The apparatus of claim 22, wherein the configuration information comprises instructions that the executable application should perform at least one of a scanning activity, a validation activity, a downloading activity, and an application execution activity.

27. The apparatus of claim 22, further comprising:

a network interface operatively connected to the processor,

wherein those instructions that, when executed by the processor, cause the processor to send the executable application are further operative to send the executable application to the user device via the network interface.

28. The apparatus of claim 22, wherein the storage device further comprises instructions that, when executed by the processor, cause the processor to:

determine the configuration information based on at least one of information about the user device and a service request for the user device.