Systems and methods for distributing remote technical support via a centralized service
First Claim
1. A method for providing on-demand technical support services, the method comprising:
- (a) receiving, via a network by a centralized service operating on one or more servers remote to a location of a consumer, a request for work to be performed on a device at the location of the consumer;
(b) determining, by the centralized service, a type of work for the request, a category of the device and one or more service level attributes to perform the type of work at a predetermined service threshold prior to performing the type of work, the one or more service level attributes comprising a level of skill, the predetermined service threshold comprising a metric for a measurable element of performing the type of work; and
(c) assigning, by the centralized service prior to performing the type of work, the device of the request to a work queue of a technician of a pool of technicians based on the category of the device the one or more service level attributes corresponding to one or more capabilities identified for the technician, the pool of technicians remote to the location of the consumer.
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Accused Products
Abstract
The solution described herein provides an innovative use of remote services technology integrated with service personnel onsite at the point of service, such as a consumer repair outlet, to provide a pool of technical support resources to service a widely distributed resource need, such as support and repair resource needs of a chain of consumer outlets or an aggregated group of single proprietor consumer outlets. With this solution, qualified technical resources are provided from a central location to service a widely distributed retail environment. This is on-demand online remote support service is called or referred to as “support from a spigot.” The distribution method enables the delivery of higher quality, more reliable and overall lower cost services. Instead of requiring dedicated technical resources at each location, lower skilled labor may be deployed at the location to enable the remote technical support services process.
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Citations
18 Claims
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1. A method for providing on-demand technical support services, the method comprising:
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(a) receiving, via a network by a centralized service operating on one or more servers remote to a location of a consumer, a request for work to be performed on a device at the location of the consumer; (b) determining, by the centralized service, a type of work for the request, a category of the device and one or more service level attributes to perform the type of work at a predetermined service threshold prior to performing the type of work, the one or more service level attributes comprising a level of skill, the predetermined service threshold comprising a metric for a measurable element of performing the type of work; and (c) assigning, by the centralized service prior to performing the type of work, the device of the request to a work queue of a technician of a pool of technicians based on the category of the device the one or more service level attributes corresponding to one or more capabilities identified for the technician, the pool of technicians remote to the location of the consumer. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A method for providing a combination of onsite and on-demand technical support services to a location of a consumer, the method comprising
(a) assigning, by a centralized service, an onsite technician with a first set of skills a predetermined amount of time to visit a location of a consumer requesting service on a device, the predetermined amount of time comprising a fixed portion of time to at least connect the device via a network to the centralized service for one or more remote technicians to continue performing the requested service; -
(b) performing, by the onsite technician within the predetermined amount of time, a portion of the requested service on the device at the location of the consumer; (c) connecting, by the onsite technician within the predetermined amount of time, the device at the location of the consumer via the network to the centralized service, the onsite technician, upon leaving the premise after the predetermined amount of time, leaving the device connected to the centralized service for remaining portions of the requested service to be performed by one or more remote technicians via the centralized service; (d) submitting, by the onsite technician, to the centralized service information about the device based on performing the portion of the requested service; and (e) assigning, by the centralized service prior to a remote technician performing work on the device, the device to a work queue of the remote technician having a second set of skills of a plurality of remote technicians based on the information submitted by the onsite technician from the onsite technician'"'"'s diagnostics performed on the device at the location of the consumer. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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Specification