Technical support agent and technical support service delivery platform
First Claim
Patent Images
1. An apparatus comprising:
- a device platform that includes at least one processor-readable storage device coupled to at least one processor;
an operating system stored in the at least one processor-readable storage device and executable by the at least one processor; and
a client application operable to facilitate technical support services independent of the operating system, wherein the client application is configured to;
generate a current configuration file including current system-specific parameters of a current configuration of the device platform;
transmit to a remote technical support server the current configuration file including the current system-specific parameters;
receive from the remote technical support server configuration difference information;
generate, using the configuration difference information received from the remote technical support server, a prior configuration file including prior system-specific parameters of a prior system configuration of the device platform;
present to a user the current configuration of the device platform and the prior system configuration of the device platform in a window pane that is positioned next to a chat window pane in an integrated graphical user interface window;
receive from the remote technical support server a plurality of selectable hyperlinks to a plurality of web pages that include a plurality of solutions to solve a plurality of problems with the device platform;
navigate to the one of the plurality of web pages in response to receiving an indication of a user selection of one of the plurality of hyperlinks;
store the one of the plurality of hyperlinks in a first file; and
store each of the plurality of hyperlinks, other than the one of the plurality of hyperlinks, in a second file.
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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.
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Citations
30 Claims
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1. An apparatus comprising:
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a device platform that includes at least one processor-readable storage device coupled to at least one processor; an operating system stored in the at least one processor-readable storage device and executable by the at least one processor; and a client application operable to facilitate technical support services independent of the operating system, wherein the client application is configured to; generate a current configuration file including current system-specific parameters of a current configuration of the device platform; transmit to a remote technical support server the current configuration file including the current system-specific parameters; receive from the remote technical support server configuration difference information; generate, using the configuration difference information received from the remote technical support server, a prior configuration file including prior system-specific parameters of a prior system configuration of the device platform; present to a user the current configuration of the device platform and the prior system configuration of the device platform in a window pane that is positioned next to a chat window pane in an integrated graphical user interface window; receive from the remote technical support server a plurality of selectable hyperlinks to a plurality of web pages that include a plurality of solutions to solve a plurality of problems with the device platform; navigate to the one of the plurality of web pages in response to receiving an indication of a user selection of one of the plurality of hyperlinks; store the one of the plurality of hyperlinks in a first file; and store each of the plurality of hyperlinks, other than the one of the plurality of hyperlinks, in a second file. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. A method comprising:
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providing a device platform; providing an operating system on the device platform; loading a client application on the device platform, the client application being operable to facilitate technical support services independent of the operating system; generating, by the client application, a current configuration file including current system-specific parameters of a current configuration of the device platform; transmitting, by the client application, to a remote technical support server the current configuration file including the current system-specific parameters; receiving, by the client application, from the remote technical support server configuration difference information; generating, by the client application using the configuration difference information, a prior configuration file including prior system-specific parameters of a prior system configuration of the device platform; presenting, by the client application, to a user the current configuration of the device platform and the prior system configuration of the device platform in a window pane that is positioned next to a chat window pane in an integrated graphical user interface window; receiving, by the client application, from the remote technical support server a plurality of selectable hyperlinks to a plurality of web pages that include a plurality of solutions to solve a plurality of problems with the device platform; navigating, by the client application, to the one of the plurality of web pages in response to receiving an indication of a user selection of one of the plurality of hyperlinks; storing, by the client application, the one of the plurality of hyperlinks in a first file; and storing, by the client application, each of the plurality of hyperlinks, other than the one of the plurality of hyperlinks, in a second file. - View Dependent Claims (18, 19, 20, 21, 22, 23, 24, 25, 26, 27)
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28. A non-transitory computer-readable storage medium having contents that enable a device platform to deliver technical support service, the contents causing the device platform to:
load a client application on the device platform, the client application being operable to facilitate technical support services independent of an operating system provided on the device platform the client application causing the device platform to; generate a current configuration file including current system-specific parameters of a current configuration of the device platform; transmit to a remote technical support server the current configuration file including the current system-specific parameters; receive from the technical support server configuration difference information; generate, using the configuration difference information, a prior configuration file including prior system-specific parameters of a prior system configuration of the device platform; present to a user the current configuration of the device platform and the prior system configuration of the device platform in a window pane that is positioned next to a chat window pane in an integrated graphical user interface window; receive from the remote technical support server a plurality of selectable hyperlinks to a plurality of web pages that include a plurality of solutions to solve a plurality of problems with the device platform; navigate to the one of the plurality of web pages in response to receiving an indication of a user selection of one of the plurality of hyperlinks; store the one of the plurality of hyperlinks in a first file; and store each of the plurality of hyperlinks, other than the one of the plurality of hyperlinks, in a second file. - View Dependent Claims (29, 30)
Specification