System, method, and computer program for customizing a response to a request

• US 9,854,066 B1
• Filed: 02/05/2013
• Issued: 12/26/2017
• Est. Priority Date: 02/05/2013
• Status: Active Grant

• Current Assignee: Amdocs Development Limited (Amdocs Ltd.), Amdocs Software Systems Limited (Amdocs Ltd.)
• Original Assignee: Amdocs Development Limited (Amdocs Ltd.), Amdocs Software Systems Limited (Amdocs Ltd.)
• Inventors: Harper, Andrew, Harahap, Ilya A., Kable, William W., Nguyen, Ted T.
• Primary Examiner(s): Patel, Dhairya A
• Assistant Examiner(s): Houston, Clifton
• Application Number:
  US13/759,954
• Time in Patent Office: 1,785 Days
• Field of Search: 709219
• 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 9/4451 User profiles; Roaming
• CPC Class Codes: G06F 9/453 Help systems
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04L 41/5019 Ensuring fulfilment of SLA
• CPC Class Codes: H04L 41/5074 Handling of user complaints or trouble tickets
• CPC Class Codes: H04L 67/01 Protocols
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• 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

A system, method, and computer program product are provided for customizing a response to a request. In use, a request is received. Additionally, one or more elements associated with the request are determined. Further, a response to the request is customized, utilizing the determined one or more elements associated with the request. Further still, the response to the request is initiated.

Claims

1. A computer program embodied on a non-transitory computer readable medium, comprising computer code for:

storing, by a system in a database;

an identifier of a user,

a link between the identifier of the user and a plurality of devices owned and operated by the user, and

information describing characteristics of each of the devices, the characteristics including;

a plurality of applications installed on the device,

the plurality of hardware elements installed on the device,

an indication of a communications connection including a network utilized by the device,

a level of service subscribed to for the device,

a plurality of parameters for the one of the plurality of hardware elements, and

an amount of data able to be displayed by the device at a single instance;

receiving, at the system from a first end-user device of the plurality of devices of the user and utilizing a customer service application, a customer support request including a request for assistance with taking a picture using a second end-user device of the plurality of devices of the user, the second end-user device being separate from the first end-user device;

in response to receiving the customer support request, determining by the system the second end-user device for which the assistance is requested by;

determining the identifier of the user from the customer support request,

using the determined identifier of the user, searching by the system the database to identify the plurality of devices linked in the database to the identifier of the user,

using information included in the request, determining by the system, which of the devices identified from the database is the second end-user device for which the assistance is requested;

from the information in the database describing the characteristics of the device that is determined to be the second end-user device, identifying, by the system, a portion of the characteristics of the second end-user device that are pertinent to the request for assistance with taking the picture using a second end-user device, the portion of the characteristics of the second end-user device that are pertinent to the request including parameters associated with a camera installed within the second end-user device;

customizing by the system a response to the request, utilizing the identified portion of the characteristics of the second end-user device that are pertinent to the request, including creating executable code to be run on the second end-user device to instruct the second end-user device to activate a camera of the second end-user device and open camera software associated with the second end-user device; and

initiating the response to the request by the system, including;

sending the executable code to the second end-user device via the communications connection including the network indicated within the identified characteristics of the second end-user device for execution of the executable code on the second end-user device.

2. A method, comprising:

storing, by a system in a database;

an identifier of a user,

a link between the identifier of the user and a plurality of devices owned and operated by the user, and

information describing characteristics of each of the devices, the characteristics including;

a plurality of applications installed on the device,

the plurality of hardware elements installed on the device,

an indication of a communications connection including a network utilized by the device,

a level of service subscribed to for the device,

a plurality of parameters for the one of the plurality of hardware elements, and

an amount of data able to be displayed by the device at a single instance;

receiving, at the system from a first end-user device of the plurality of devices of the user and utilizing a customer service application, a customer support request including a request for assistance with taking a picture using a second end-user device of the plurality of devices of the user, the second end-user device being separate from the first end-user device;

in response to receiving the customer support request, determining by the system the second end-user device for which the assistance is requested by;

determining the identifier of the user from the customer support request,

using the determined identifier of the user, searching by the system the database to identify the plurality of devices linked in the database to the identifier of the user,

using information included in the request, determining by the system, which of the devices identified from the database is the second end-user device for which the assistance is requested;

from the information in the database describing the characteristics of the device that is determined to be the second end-user device, identifying, by the system, a portion of the characteristics of the second end-user device that are pertinent to the request for assistance with taking the picture using a second end-user device, the portion of the characteristics of the second end-user device that are pertinent to the request including parameters associated with a camera installed within the second end-user device;

customizing by the system a response to the request, utilizing the identified portion of the characteristics of the second end-user device that are pertinent to the request, including creating executable code to be run on the second end-user device to instruct the second end-user device to activate a camera of the second end-user device and open camera software associated with the second end-user device; and

initiating the response to the request by the system, including;

sending the executable code to the second end-user device via the communications connection including the network indicated within the identified characteristics of the second end-user device for execution of the executable code on the second end-user device.

3. A system, comprising:

a processor coupled to memory via a bus for;

storing, by the system in a database;

an identifier of a user,

a link between the identifier of the user and a plurality of devices owned and operated by the user, and

information describing characteristics of each of the devices, the characteristics including;

a plurality of applications installed on the device,

the plurality of hardware elements installed on the device,

an indication of a communications connection including a network utilized by the device,

a level of service subscribed to for the device,

a plurality of parameters for the one of the plurality of hardware elements, and

an amount of data able to be displayed by the device at a single instance;

receiving, at the system from a first end-user device of the plurality of devices of the user and utilizing a customer service application, a customer support request including a request for assistance with taking a picture using a second end-user device of the plurality of devices of the user, the second end-user device being separate from the first end-user device;

in response to receiving the customer support request, determining by the system the second end-user device for which the assistance is requested by;

determining the identifier of the user from the customer support request,

using the determined identifier of the user, searching by the system the database to identify the plurality of devices linked in the database to the identifier of the user,

using information included in the request, determining by the system, which of the devices identified from the database is the second end-user device for which the assistance is requested;

from the information in the database describing the characteristics of the device that is determined to be the second end-user device, identifying, by the system, a portion of the characteristics of the second end-user device that are pertinent to the request for assistance with taking the picture using a second end-user device, the portion of the characteristics of the second end-user device that are pertinent to the request including parameters associated with a camera installed within the second end-user device;

customizing by the system a response to the request, utilizing the identified portion of the characteristics of the second end-user device that are pertinent to the request, including creating executable code to be run on the second end-user device to instruct the second end-user device to activate a camera of the second end-user device and open camera software associated with the second end-user device; and

initiating the response to the request by the system, including;

sending the executable code to the second end-user device via the communications connection including the network indicated within the identified characteristics of the second end-user device for execution of the executable code on the second end-user device.