Technical support agent and technical support service delivery platform
AssigneeTroppus Software Corporation
InventorJohn W. Fisher, Jr.
Life of this patent
Estimating the term…
Abstract
An embodiment of a method for providing technical support service includes generating a plurality of problem resolutions that are determined to resolve an identified technical problem; attributing weights to each of said plurality of problem resolutions according to frequency of use; and in response to a request to resolve said identified problem, selecting a problem resolution from among said plurality of problem resolutions based at least in part on said attributed weights.
Claims15
A method of providing technical support to an end user of an end user system, the method comprising:
- inferring a skill level of said end user based on usage patterns of said end user;
- auditing said end user system to determine said usage patterns;
- storing said gathered usage pattern information in a repository remote from said end user system;
- assigning weights to a plurality of problem resolutions based at least in part on frequency of use of said plurality of problem resolutions;
- and
- selecting a problem resolution to resolve an identified technical problem exhibited by said end user system, wherein selecting a problem resolution is based at least in part on said skill level of said end user and comprises a technical support agent in communication with said end user selecting the problem resolution.
A non-transitory computer-readable storage medium having computer executable instructions that, when executed, enable a receiving device to record a retransmission of a prior program, by performing a method comprising:
- inferring a skill level of said end user based on usage patterns of said end user;
- auditing an end user system to determine said usage patterns;
- storing said gathered usage pattern information in a repository remote from said end user system;
- assigning weights to a plurality of problem resolutions based at least in part on frequency of use of said plurality of problem resolutions;
- selecting a problem resolution from the plurality of problem resolutions to resolve an identified technical problem exhibited by said end user system, wherein selecting a problem resolution is based at least in part on said skill level of said end user;
- and
- delivering the selected problem resolution to said end user.
Dependencies are inferred from the claim text.