Patent · US Active

System and method for providing computer assisted user support

US7602898B2 · kind B2 · utility

20Cited by

98References

17Claims

0Family size

Assignee

AT&T Intellectual Property I, L.P. · US

Inventors

Adam Klein · Cedar Park, US
Charles Scott · Austin, US
Marc Sullivan · Austin, US
Wesley Mark McAfee · Conroe, US
Donn Wilbum, Jr. · Seagoville, US

Key dates

Filing date	Aug 18, 2004
Grant date	Oct 13, 2009
Priority date	—
Expiry date	May 29, 2027

Classification

Technology area (CPC H)Electricity
CPC primaryH04M3/42068
WIPO fieldTelecommunications
WIPO sectorElectrical engineering

Abstract

The disclosure is directed to a customer support call system including an interactive voice response system configured to receive a customer support call and configured to determine a caller identification. The interactive voice response system is configured to determine whether the customer support call is associated with a computer system having an installed self-support tool. The customer support call system further includes a call center management system responsive to the interactive voice response system. The call center management system is configured to direct the customer support call in response to determining whether the customer support call is associated with the computer system having the installed self-support tool.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.