Delivering troubleshooting support to a user of a computing device via a remote screen that captures the user's interaction with the computing device
US10528446B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 7, 2017 |
| Grant date | Jan 7, 2020 |
| Priority date | — |
| Expiry date | Feb 21, 2038 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F2201/86
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A mechanism is provided for delivering troubleshooting support that captures a user's interactions with a local computing device. Responsive to receiving a set of events associated with an issue being experienced by the user of the local computing device, each event in the set of events is presented to a technician. Each event in the set of events is flagged as either correct or incorrect. Responsive to the incorrect flagged event being an operation performed by the local computing device, a communicative connecting is established to the local computing device in order that the technician corrects a future operation corresponding to the operation performed. Responsive to the incorrect flagged event being an action performed by the user of the local computing device, an analysis is sent in order to inform the user of incorrect actions so as to not perform the incorrect actions in the future.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.