Apparatus and method for addressing computer-related problems
AssigneeInternational Business Machines Corporation
InventorsJuan Huerta, David Lubensky, Cheng Wu
Life of this patent
Estimating the term…
Abstract
Techniques are provided for addressing a problem pertaining to a computer of a user. In an exemplary method, the obtaining of a problem statement associated with the problem pertaining to the computer of the user is facilitated. This can be carried out via speech over a telephony connection. The establishment of a remote access connection between the computer of the user and a remote help desk application can also be facilitated. Furthermore, substantially parallel interaction with the user can be facilitated, via both the telephony connection and the remote access connection to the remote help desk application.
Claims35
A method for addressing a problem pertaining to a computer of a user, comprising the steps of:
- facilitating obtaining, via speech over a telephony connection, a problem statement associated with the problem pertaining to the computer of the user;
- facilitating establishing a remote access connection between the computer of the user and a remote help desk application;
- and
- facilitating substantially parallel interaction with the user via both:
- said telephony connection;
- and
- said remote access connection to said remote help desk application.
The method of claim1, wherein said problem statement is obtained via speech interaction with a human operator.
A computer program product comprising a computer usable medium having computer usable program code for addressing a problem pertaining to a computer of a user, said computer program product including:
- computer usable program code for facilitating obtaining, via speech over a telephony connection, a problem statement associated with the problem pertaining to the computer of the user;
- computer usable program code for facilitating establishing a remote access connection between the computer of the user and a remote help desk application;
- and
- computer usable program code for facilitating substantially parallel interaction with the user via both:
- said telephony connection;
- and
- said remote access connection to said remote help desk application.
An apparatus for addressing a problem pertaining to a computer of a user, comprising:
- a memory;
- and
- at least one processor coupled to said memory and operative to:
- facilitate obtaining, via speech over a telephony connection, a problem statement associated with the problem pertaining to the computer of the user;
- facilitate establishing a remote access connection between the computer of the user and a remote help desk application;
- and
- facilitate substantially parallel interaction with the user via both:
- said telephony connection;
- and
- said remote access connection to said remote help desk application.
A help desk system for addressing a problem pertaining to a computer of a user, in conjunction with a voice server that is configured to facilitate obtaining, via speech over a telephony connection, a problem statement associated with the problem pertaining to the computer of the user, said help desk system comprising:
- a memory;
- and
- at least one processor coupled to said memory and operative to:
- facilitate establishing a remote access connection between the computer of the user and said help desk system;
- and
- facilitate substantially parallel interaction with the user via both:
- the telephony connection;
- and
- said remote access connection to said help desk system.
An voice server for addressing a problem pertaining to a computer of a user, in conjunction with a help desk system that is configured to facilitate establishing a remote access connection between the computer of the user the said help desk system, said voice server comprising:
- a memory;
- and
- at least one processor coupled to said memory and operative to:
- facilitate obtaining, via speech over a telephony connection, a problem statement associated with the problem pertaining to the computer of the user;
- and
- facilitate substantially parallel interaction with the user via both:
- said telephony connection;
- and
- the remote access connection to the remote help desk application.
Dependencies are inferred from the claim text.