# US 2022/0284376 A1 · Dynamic live connections for on-demand technical support > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 2022/0284376 A1 - Document ID: US20220284376A1 - Status: Published application - Kind: A1 - Application number: 17/751,173 - Filed: 2022-05-23 - Published: 2022-09-08 - Earliest claimed: 2018-09-21 - Assignees: FanTazTech LLC - Applicants: FanTazTech LLC - Inventors: Nicholas K. Peist - Web page: https://patentgrep.com/patent/US20220284376A1 ## CPC - G06Q 10/063112: {Skill-based matching of a person or a group to a task} - G06F 3/14: Digital output to display device {; Cooperation and interconnection of the display device with other functional units} - G06Q 10/063114: {Status monitoring or status determination for a person or group} - G06Q 10/06316: {Sequencing of tasks or work} - H04L 63/083: {using passwords (cryptographic mechanisms or cryptographic arrangements for entity authentication using a predetermined code H04L9/3226)} - H04L 63/101: {Access control lists [ACL]} - H04L 63/104: {Grouping of entities} - H04L 67/025: for remote control or remote monitoring of applications - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) ## Abstract Systems and methods presented herein provide a server that receives a service request from a user device. The server matches the service request against one or more technician profiles. Then the server sends a message to a corresponding technician device to accept the service request and starts an acceptance timer. If the technician accepts, the server sends a control application to the user device for installation. The user can enter a PIN received from the server into the control application, which then shares control of the user device with the technician device. The technician device can cancel the service request during a grace period. Otherwise, the technician must complete the service request. The control application can notify the server whether the service request was completed, and the server can update a score in the technician profile accordingly. ## Claims ### Claim at position 1 -20. (canceled) ### Claim 21 A system for live technical support, including: a database that stores technician competencies; and a server that executes instructions to perform stages comprising: compiling the technician competencies after the technician passes one or more competency quizzes; receiving, at the server, a service request from a user device, the service request being selected on a graphical user interface (“GUI”) at the user device and indicating at least a support category; recommending a technician based on competencies corresponding to the technician; providing a platform for communication between the technician and user wherein the technician can resolve the users' issue; and receiving a message indicating whether the service request was completed; and updating a technician profile associated with the technician based on the message. ### Claim 22 (depends on 1) The system of claim 1, wherein the support category is selected from the group consisting of computer, laptop, smartphone, Wi-Fi, network, mobile device and tablet. ### Claim 23 (depends on 1) The system of claim 1, wherein the support category is selected from the group consisting of website, domain, hosting, smart home, television, audio and car tech. ### Claim 24 (depends on 1) The system of claim 1, wherein the service request identifies an operating system version, wherein the server matches the operating system version to a technician's competencies. ### Claim 25 (depends on 1) The system of claim 1, further comprising the technician providing initial questions for user to further diagnose the issue. ### Claim 26 (depends on 1) The system of claim 1, further comprising allowing the server to open a socket between a user device and the technician device wherein the user or technician may use a second device. ### Claim 27 (depends on 1) The system of claim 1, further comprising providing a secure channel between the user and technician devices that allows for text or video chat. ### Claim 28 (depends on 1) The system of claim 1, further comprising incorporating a background check on the technician. ### Claim 29 (depends on 1) The system of claim 1, further comprising providing additional competency quizzes to add to a technician's competencies. ### Claim 30 (depends on 1) The system of claim 1, further comprising rating the technician, wherein the rating in the technician's profile increases or decreases based on support results. ### Claim 31 (depends on 1) The system of claim 1, further comprising: sending a password to the user device for entry into the GUI at the user device or a second device, causing the device where the password is entered to grant remote access to a technician device associated with the technician; sending, to the technician device, an access link to the device where the password was entered; providing an acceptance timer in which the selected technician can accept the service request; and providing a grace period within which the technician can cancel acceptance of the service request, wherein canceling after the grace period causes an application to send a communication to the server that the server uses to deduct a score in the technician profile of the technician; ### Claim 32 (depends on 1) The system of claim 1, further comprising the technician providing the user tips on how to keep an issue from reoccurring. ### Claim 33 (depends on 1) The system of claim 1, further comprising generation of a job summary report. ### Claim 34 (depends on 13) The system of claim 13, wherein the job summary report includes the technician profile, time stamp showing the length of the job, the user issue and solution. ### Claim 35 (depends on 13) The system of claim 13, wherein the job summary is stored on the server and can be retrieved for troubleshooting purposes. ### Claim 36 (depends on 13) The system of claim 13, wherein the technician is being paid by the user for the service provided. ### Claim 37 (depends on 13) The system of claim 13, wherein the platform is used for business-to-business applications. ### Claim 38 A method comprising: compiling the technician competencies after the technician passes one or more competency quizzes; receiving, at a server, a service request from a user device, the service request being selected on a graphical user interface (“GUI”) at the user device and indicating at least one support category; recommending a technician based on the support category existing in a technician profile corresponding to the technician; providing a platform for communication between the technician and user wherein the technician can resolve the users' issue; and receiving a message indicating whether the service request was completed; and updating a technician profile associated with the technician based on the message. ### Claim 39 (depends on 18) The method according to claim 18, further comprising: providing and acceptance timer in which the selected technician can accept the service request; and providing a grace period within which the technician can cancer acceptance of the service request, wherein canceling after the grace period causes an application to reduce the technician's rating in the technician's profile. ### Claim 40 (depends on 18) The method according to claim 18, further comprising a job summary report.