DIGITAL FOOTPRINT DRIVEN MULTI-CHANNEL INTEGRATED SUPPORT SYSTEM

• US 20090228379A1
• Filed: 03/03/2009
• Published: 09/10/2009
• Est. Priority Date: 03/03/2008
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture Global Services Limited (Accenture PLC)
• Inventors: Sadowski, Stephanie D., Delattre, Allen J., Murray, John J. II, Honts, Robert W., Andrews, Daniel G., Forsythe, Charles J., Wollan, Robert E.
• Granted Patent: US 8,060,418 B2
• Time in Patent Office: Days
• US Class Current: 705/30
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0253 During e-commerce, i.e. online transactions
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions
• CPC Class Codes: G06Q 40/00 Finance; Insurance; Tax strategies; Processing of corporate or income taxes
• CPC Class Codes: G06Q 40/12 Accounting

Abstract

A digital footprint driven multi-channel integrated support system assists a user in managing electronic components based on his or her digital footprint. The digital footprint driven multi-channel integrated support system delivers a dramatically improved ‘digital home support’ experience across multiple support channels (e.g., ‘on-the-box’, web, IVR, agent voice, agent chat, agent email, and more). The digital footprint driven multi-channel integrated support system generates, displays, and uses a ‘digital footprint’ of the components within the home, such as computer hardware/software, computer peripherals, audio/visual equipment, gaming hardware/software, home security hardware/software, or other electronic components.

Claims

1. A multi-channel integrated support method comprising:

creating a digital footprint specifying an electronic device configuration in place at a localized entity;

initiating rendering of a footprint display comprising device representations of electronic devices present in the digital footprint;

obtaining an existing device selection from the footprint display;

obtaining a new device selection;

obtaining legacy data migration instructions for moving legacy data on at least one of the electronic devices to a new device specified by the new device selection;

integrating the new device into the digital footprint; and

updating the footprint display to include the new device.

2. The method of claim 1, further comprising:

executing an automatic device discovery process for identifying the electronic devices and creating the digital footprint.

3. The method of claim 1, further comprising:

analyzing purchase data or warranty data or both for creating the digital footprint.

4. The method of claim 1, further comprising:

initiating transfer of the legacy data to a third party device supplier for the new device.

5. The method of claim 1, where obtaining legacy data migration instructions comprises:

obtaining email migration instructions, video migration instructions, image migration instructions, driver migration instructions, or any combination thereof.

6. A multi-channel integrated support method comprising:

initiating detection of a first electronic component in an electronic component system;

generating a first digital footprint of the electronic component system, where the first digital footprint includes a representation of the detected first electronic component;

initiating display of the first generated digital footprint;

receiving the first digital footprint;

storing the first digital footprint as a master digital footprint;

initiating detection of a second electronic component in the electronic component system, where the second electronic component was not included in the first generated digital footprint;

generating a second digital footprint of the electronic component system, where the second digital footprint includes a representation of the detected second electronic component;

receiving the second digital footprint; and

,

storing the second digital footprint as the master digital footprint instead of the first digital footprint.

7. The method of claim 6, further comprising:

migrating data stored on the first electronic component included in the first digital footprint to the second electronic component included in the second digital footprint.

8. The method of claim 6, where the second digital footprint comprises a representation of the first electronic component.

9. The method of claim 6, further comprising:

receiving a request to include a third electronic component in the master digital footprint;

initiating detection of a third electronic component in the electronic component system, where the third electronic component was not included in the first generated digital footprint; and

,

generating a third digital footprint of the electronic component system, where the third digital footprint includes a representation of the detected first electronic component and the detected third electronic component.

10. The method of claim 6, further comprising:

querying a customer support system for information relating to the first electronic component;

receiving information from the customer support system relating to the first electronic component; and

,

initiating display of the information received from the customer support system.

11. The method of claim 10, where the customer support system comprises at least one customer support system chosen from a list comprising:

a customer relationship management system;

a customer treatment system;

a purchase history system;

a configuration management system;

a product/service data system;

a drivers/updates system;

a resolution path system; and

,

a purchasing system.

12. A multi-channel integrated support method comprising:

detecting a purchase of an electronic component;

updating a customer support system in response to the detected purchase of the electronic component;

generating a digital footprint based on the data stored in the customer support system and the detected purchase of the electronic component;

initiating display of a representation of the purchased electronic component;

querying the customer support system for information relating to the purchased electronic component;

receiving information from the customer support system; and

,

initiating display of support options based on the information received from the customer support system.

13. The multi-channel integrated support method of claim 12 further comprising:

receiving a request to migrate data from an electronic component previously included in the digital footprint to the purchased electronic component.

14. A multi-channel integrated support method of claim 12 further comprising:

detecting a customer profile used to purchase the electronic component;

receiving customer information based on the customer profile used to purchase the electronic component;

determining whether the customer profile used to purchase the electronic component should be included in a household profile stored in the customer support system;

updating the household profile with the customer profile when the customer profile is determined to be included in the household profile; and

,

updating a digital footprint associated with the household profile with information relating to the purchased electronic component when the household profile is updated with the customer profile.