US 12,743,671 B2Granted

Automated management of support channel and ticketing

AssigneeT-Mobile Innovations LLC

InventorsCharu Arora, Belete Regassa Cheneke, Wai Jen Wayne Cheung, Dana Michelle Chinn, Eric Robert Dykema, Mohammed Haaris Edhi, Peter James Kay, II, Haby Poulo Randall, Xiaoyi Tian

Life of this patent

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Abstract

In some examples, a system provides user technical support via an integrated support application that a messaging extension integrating messaging functionality into the integrated support application and a support ticketing extension integrating support ticketing into the integrated support application. A server stores the integrated support application, messaging extension, and support ticketing extension. The integrated support application configured to receive, from a messaging application and via an application programming interface of the messaging application, a message from a user initiating a technical support session, process the message to determine a technical problem, perform an action to mitigate the technical problem, responsive to the action resolving the technical problem, terminate the technical support session, responsive to the action not resolving the technical problem and the user selecting, via the messaging application, to generate a support ticket, interfacing with a support ticketing application to generate the support ticket in the support ticketing application.

Claims20

Dependent claims

A system for providing user technical support via an integrated support application that a messaging extension integrating messaging functionality into the integrated support application and a support ticketing extension integrating support ticketing into the integrated support application, the system comprising:

a data store;
a server storing the integrated support application having the messaging extension and the support ticketing extension, the integrated support application configured to:
receive, from a messaging application and via an application programming interface of the messaging application, a message from a user, wherein the message initiates a technical support session;
process the message via machine intelligence processing to determine a technical problem identified in the message;
responsive to determining the technical problem, perform an action determined by the machine intelligence processing trained based on previous support interactions to mitigate the technical problem, the action comprising sending a signal to a device associated with the user to cause at least one of the device to power cycle, a network connection of the device to reset, an application executing on the device to restart, or a cache of the device to clear;
responsive to the action resolving the technical problem and without user action:
terminate the technical support session;
automatically generate a first support ticket for tracking the technical problem and efficacy of actions taken by interfacing, via the support ticketing extension, with a support ticketing application;
record information related to the technical support session;
and
automatically close the first support ticket as resolved by interfacing, via the support ticketing extension, with the support ticketing application.

8 more elements

A method for performing user technical support via an integrated support application that integrates messaging, support ticketing, and automatic problem resolution, the method implemented by a computer system and comprising:

receiving, at the integrated support application from a messaging application and via an application programming interface of the messaging application, a message from a user, wherein the message initiates a technical support session;
processing, by the integrated support application, the message to determine a technical problem identified in the message;
responsive to determining the technical problem, performing, via the integrated support application, machine intelligence processing trained based on previous support interactions and survey responses from users based on the determined technical problem to determine at least one action useful in mitigating the determined technical problem;
mitigating, via the integrated support application, the determined technical problem based on the determined action, wherein the mitigating comprising sending a signal to a device associated with the user to cause at least one of the device to power cycle, a network connection of the device to reset, an application executing on the device to restart, or a cache of the device to clear;
responsive to the determined action resolving the determined technical problem:
terminating, via the integrated support application, the technical support session;
automatically generating a first support ticket for tracking the determined technical problem and efficacy of the determined action;
recording information related to the technical support session;
and
automatically closing the first support ticket as resolved.

7 more elements

receiving, at an integrated support application from a messaging application and via an application programming interface of the messaging application, a message from a user, wherein the message initiates a technical support session;
processing, via the integrated support application, the message to determine, via machine intelligence processing, a technical problem identified in the message;
responsive to determining the technical problem, identifying, via the integrated support application, written materials related to the determined technical problem;
providing, via the integrated support application, access to the written materials to the user via the messaging application;
responsive to the written materials resolving the determined technical problem:
terminating, via the integrated support application, the technical support session;
automatically generating a first support ticket for tracking the determined technical problem and efficacy of the written materials;
recording information related to the technical support session;
and
automatically closing the first support ticket as resolved;
and
responsive to the written materials not resolving the determined technical problem, performing an action determined by the machine intelligence processing trained based on previous support interactions to mitigate the determined technical problem, the action comprising sending a signal to a device associated with the user to cause at least one of the device to power cycle, a network connection of the device to reset, an application executing on the device to restart, or a cache of the device to clear.

9 more elements

Dependencies are inferred from the claim text.

Facts

Application: 18/753,848Filed 25 Jun 2024
Published: US 2025/0390823 A125 Dec 2025
Granted: 22 Sep 2026
Term ends: Not estimatedThe source records don’t support an estimate.

Classification6 codes

G06Q 10/0633
Operations research, analysis or management: workflow analysis
G06Q 10/06316
Resource planning, allocation, distributing or scheduling for enterprises or organisations: sequencing of tasks or work
G06Q 30/015
Customer relationship services: providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
H04L 41/5074
Characterised by the interaction between service providers and their network customers, e.g. customer relationship management: handling of user…