System and method for a flexible management of the escalation of support for devices
First Claim
1. A method for determining when to escalate from one support level to a higher support level comprising:
- storing information on past users'"'"' interactions with a self help server during prior self help sessions, the self help server providing a first remote support level for troubleshooting a problem with a device;
storing information on a current user'"'"'s interactions with the self help server during a current self help session for troubleshooting the current user'"'"'s problem with a device; and
determining when to provide for escalation to a higher remote support level for troubleshooting the current user'"'"'s problem with the device based on the stored information on the past users'"'"' interactions and the current user'"'"'s interactions.
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Accused Products
Abstract
A system and method are disclosed for determining when to escalate from one support level to a higher support level in assisting a user resolve a problem with a device. The method includes storing information on past users'"'"' interactions with a self help server during prior self help sessions, the self help server providing a first remote support level for troubleshooting a problem with a device. Information is stored on a current user'"'"'s interactions with the self help server during a current self help session for troubleshooting the current user'"'"'s problem with a device. A determination of when to provide for escalation to a higher remote support level for troubleshooting the current user'"'"'s problem with the device is based on the stored information on the past users'"'"' interactions and the current user'"'"'s interactions.
68 Citations
22 Claims
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1. A method for determining when to escalate from one support level to a higher support level comprising:
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storing information on past users'"'"' interactions with a self help server during prior self help sessions, the self help server providing a first remote support level for troubleshooting a problem with a device; storing information on a current user'"'"'s interactions with the self help server during a current self help session for troubleshooting the current user'"'"'s problem with a device; and determining when to provide for escalation to a higher remote support level for troubleshooting the current user'"'"'s problem with the device based on the stored information on the past users'"'"' interactions and the current user'"'"'s interactions. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 17, 18)
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16. The method of claim 16, wherein the provision for escalation to the first remote support level includes determining whether at least one of the following conditions is met:
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a computed level of confidence that the current user will persevere in the local self help session on the device is below a first threshold, and a computed level of confidence that the current local self help session is not leading to success is above a second threshold.
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19. A system for determining when to escalate from a first support level to a second support level comprising:
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a self help server providing a first remote support level for troubleshooting a user'"'"'s problem with a device; memory which stores information on a current user'"'"'s and prior users'"'"' interactions with the self help server during self help sessions, a session manager implemented in hardware and software which is configured to provide for escalation from the first remote support level to a second remote self help level for troubleshooting a current user'"'"'s problem with a device based on stored information on the past users'"'"' interactions and the current user'"'"'s interactions with the self help server. - View Dependent Claims (20, 21)
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22. A method for determining when to escalate from one support level to a higher support level comprising:
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storing information on a current user'"'"'s interactions with a device during a first level of support; based on the interactions with the device, determining when to propose escalation to a second level of support, the second level of support being provided by a self help manager which inputs a user'"'"'s query to a knowledge base; storing information on past users'"'"' interactions with the self help manager during prior users'"'"' self help sessions; storing information on the current user'"'"'s interactions with the self help manager in a self help session at the second level of support; and based on the stored information on the past users'"'"' interactions and the current user'"'"'s interactions with the self help manager, determining when to provide for escalation to a third support level which provides communication with a remote operator.
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Specification