Online simultaneous/altering-audio/video/voice data based service and support for computer systems
US5983369A · kind A · utility
Assignees
Inventors
Key dates
| Filing date | Jun 17, 1996 |
| Grant date | Nov 9, 1999 |
| Priority date | — |
| Expiry date | Jun 17, 2016 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F11/0748
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
An online computer support system uses simultaneous and alternating transfer of different data types including voice, image, video, and other digital information. This allows a customer service representative and a user having a computer problem to communicate more effectively and solve the problem. The customer service representative can provide prepared tutorials or information to the customer in the form of text, diagrams, and video with synchronized sound. Software at the user computer side automatically interrogates the user computer to determine information about hardware and software components needed to solve problems the user is having. Information, such as the serial number, is programmed into non-volatile memory at the factory for reading during, or at the beginning of, an online support session. The customer service representative can control the user's computer remotely. Software agents are used to perform specific functions. A data base, indexed by information obtained from the user's computer, tracks warranty, support history, and other information. A preventive maintenance function detects components having sporadic problems before they fail as well as flags compone…
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.