System and method for providing automated customer support
US5678002A · kind A · utility
347Cited by
15References
33Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Jul 18, 1995 |
| Grant date | Oct 14, 1997 |
| Priority date | — |
| Expiry date | Jul 18, 2015 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F11/0748
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
An automated system and method for diagnosing and resolving computer-related problems from a product support center. The traditional roles of the product engineer and customer are largely supplanted by execution of specialized client/server software programs on the respective computers. These programs exchange diagnostic and--in some cases--remedial data over the same telephone circuit used by the engineer and customer. The resulting system accelerates diagnosis and resolution of the customers' problems, reduces product support costs, and improves customer satisfaction.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.