Client side diagnostics for enhanced customer care
US11568421B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jul 24, 2019 |
| Grant date | Jan 31, 2023 |
| Priority date | — |
| Expiry date | Oct 28, 2040 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q30/0281
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
Systems and methods are provided for diagnosing an issue associated with an enterprise application on a client device by initiating a communication from the client device to a CSR device to report the issue, generating a matter identifier associated with the reported issue, transmitting a communication containing a deep link to the client device, invoking the deep link to initiate mining of logging data corresponding to the use of the enterprise application and stored locally on the client device, formatting and/or tagging the mined logging data with the matter identifier, transmitting the formatted mined logging data from the client device to the CSR device and/or a proprietary server, analyzing the mined logging data to diagnose a source of the reported issue, and attempting to resolve the reported issue based on the analysis of the mined logging data.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.