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US 9,854,066 B1Granted
System, method, and computer program for customizing a response to a request
AssigneesAmdocs Software Systems Limited, Amdocs Development Limited
InventorsAndrew Harper, Ilya A. Harahap, William W. Kable, Ted T. Nguyen
Life of this patent
Estimating the term…
Abstract
A system, method, and computer program product are provided for customizing a response to a request. In use, a request is received. Additionally, one or more elements associated with the request are determined. Further, a response to the request is customized, utilizing the determined one or more elements associated with the request. Further still, the response to the request is initiated.
Claims3
A computer program embodied on a non-transitory computer readable medium, comprising computer code for:
- storing, by a system in a database:
- an identifier of a user,
- a link between the identifier of the user and a plurality of devices owned and operated by the user, and
- information describing characteristics of each of the devices, the characteristics including:
- a plurality of applications installed on the device,
- the plurality of hardware elements installed on the device,
- an indication of a communications connection including a network utilized by the device,
- a level of service subscribed to for the device,
- a plurality of parameters for the one of the plurality of hardware elements, and
- an amount of data able to be displayed by the device at a single instance;
- receiving, at the system from a first end-user device of the plurality of devices of the user and utilizing a customer service application, a customer support request including a request for assistance with taking a picture using a second end-user device of the plurality of devices of the user, the second end-user device being separate from the first end-user device;
- in response to receiving the customer support request, determining by the system the second end-user device for which the assistance is requested by:
- determining the identifier of the user from the customer support request,
- using the determined identifier of the user, searching by the system the database to identify the plurality of devices linked in the database to the identifier of the user,
- using information included in the request, determining by the system, which of the devices identified from the database is the second end-user device for which the assistance is requested;
- from the information in the database describing the characteristics of the device that is determined to be the second end-user device, identifying, by the system, a portion of the characteristics of the second end-user device that are pertinent to the request for assistance with taking the picture using a second end-user device, the portion of the characteristics of the second end-user device that are pertinent to the request including parameters associated with a camera installed within the second end-user device;
- customizing by the system a response to the request, utilizing the identified portion of the characteristics of the second end-user device that are pertinent to the request, including creating executable code to be run on the second end-user device to instruct the second end-user device to activate a camera of the second end-user device and open camera software associated with the second end-user device;
- and
- initiating the response to the request by the system, including:
- sending the executable code to the second end-user device via the communications connection including the network indicated within the identified characteristics of the second end-user device for execution of the executable code on the second end-user device.
17 more elements
A method, comprising:
- storing, by a system in a database:
- an identifier of a user,
- a link between the identifier of the user and a plurality of devices owned and operated by the user, and
- information describing characteristics of each of the devices, the characteristics including:
- a plurality of applications installed on the device,
- the plurality of hardware elements installed on the device,
- an indication of a communications connection including a network utilized by the device,
- a level of service subscribed to for the device,
- a plurality of parameters for the one of the plurality of hardware elements, and
- an amount of data able to be displayed by the device at a single instance;
- receiving, at the system from a first end-user device of the plurality of devices of the user and utilizing a customer service application, a customer support request including a request for assistance with taking a picture using a second end-user device of the plurality of devices of the user, the second end-user device being separate from the first end-user device;
- in response to receiving the customer support request, determining by the system the second end-user device for which the assistance is requested by:
- determining the identifier of the user from the customer support request,
- using the determined identifier of the user, searching by the system the database to identify the plurality of devices linked in the database to the identifier of the user,
- using information included in the request, determining by the system, which of the devices identified from the database is the second end-user device for which the assistance is requested;
- from the information in the database describing the characteristics of the device that is determined to be the second end-user device, identifying, by the system, a portion of the characteristics of the second end-user device that are pertinent to the request for assistance with taking the picture using a second end-user device, the portion of the characteristics of the second end-user device that are pertinent to the request including parameters associated with a camera installed within the second end-user device;
- customizing by the system a response to the request, utilizing the identified portion of the characteristics of the second end-user device that are pertinent to the request, including creating executable code to be run on the second end-user device to instruct the second end-user device to activate a camera of the second end-user device and open camera software associated with the second end-user device;
- and
- initiating the response to the request by the system, including:
- sending the executable code to the second end-user device via the communications connection including the network indicated within the identified characteristics of the second end-user device for execution of the executable code on the second end-user device.
17 more elements
A system, comprising:
- a processor coupled to memory via a bus for:
- storing, by the system in a database:
- an identifier of a user,
- a link between the identifier of the user and a plurality of devices owned and operated by the user, and
- information describing characteristics of each of the devices, the characteristics including:
- a plurality of applications installed on the device,
- the plurality of hardware elements installed on the device,
- an indication of a communications connection including a network utilized by the device,
- a level of service subscribed to for the device,
- a plurality of parameters for the one of the plurality of hardware elements, and
- an amount of data able to be displayed by the device at a single instance;
- receiving, at the system from a first end-user device of the plurality of devices of the user and utilizing a customer service application, a customer support request including a request for assistance with taking a picture using a second end-user device of the plurality of devices of the user, the second end-user device being separate from the first end-user device;
- in response to receiving the customer support request, determining by the system the second end-user device for which the assistance is requested by:
- determining the identifier of the user from the customer support request,
- using the determined identifier of the user, searching by the system the database to identify the plurality of devices linked in the database to the identifier of the user,
- using information included in the request, determining by the system, which of the devices identified from the database is the second end-user device for which the assistance is requested;
- from the information in the database describing the characteristics of the device that is determined to be the second end-user device, identifying, by the system, a portion of the characteristics of the second end-user device that are pertinent to the request for assistance with taking the picture using a second end-user device, the portion of the characteristics of the second end-user device that are pertinent to the request including parameters associated with a camera installed within the second end-user device;
- customizing by the system a response to the request, utilizing the identified portion of the characteristics of the second end-user device that are pertinent to the request, including creating executable code to be run on the second end-user device to instruct the second end-user device to activate a camera of the second end-user device and open camera software associated with the second end-user device;
- and
- initiating the response to the request by the system, including:
- sending the executable code to the second end-user device via the communications connection including the network indicated within the identified characteristics of the second end-user device for execution of the executable code on the second end-user device.
18 more elements
Dependencies are inferred from the claim text.