Systems and methods for utilizing printing device data in a customer service center
US8019693B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 28, 2001 |
| Grant date | Sep 13, 2011 |
| Priority date | — |
| Expiry date | Jun 24, 2029 |
Classification
- Technology area (CPC Y)Emerging Cross-Sectional Technologies
- CPC primaryY02W90/00
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
Systems and methods are described for collecting data in component memory of a printing device replaceable component and utilizing the data in a customer service center. A printing device records data related to the printing device, usage information, environment information, etc. in a memory tag of a replaceable component—such as a toner cartridge—used in the printing device. When the component is returned to the manufacturer for recycling, the information is retrieved from the memory tag and stored in a customer database. When a customer contacts the customer service center, a customer service operator accesses information related to the customer and to the printing device(s) used by that customer. Help screens, or menus, displayed to the operator are customized according to the product(s) owned by the customer and the environment within which the product is used. The operator immediately knows details about the customer, the printing device(s) used by the customer, how the customer uses the printing device(s), the customer's previous problems with the printing device(s), etc. The operator may also be able to access pre-determined solutions that the operator can provide to the cu…
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.