Digital footprint driven multi-channel integrated support system

US8060418B2 · kind B2 · utility

Assignee

• ACCENTURE GLOBAL SERVICES LIMITED · IE

Inventors

• Robert Wayne Honts · Austin, US
• Robert E. Wollan · Windom, US
• Allen J. Delattre · Manhattan Beach, US
• Daniel G. Andrews · Irving, US
• John J. Murray · Ossining, US
• Stephanie D. Sadowski · Charlotte, US
• Charles J. Forsythe · Morristown, US

Key dates

• Filing date: Mar 3, 2009
• Grant date: Nov 15, 2011
• Expiry date: Mar 3, 2029

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q40/12
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

A digital footprint driven multi-channel integrated support system assists a user in managing electronic components based on his or her digital footprint. The digital footprint driven multi-channel integrated support system delivers a dramatically improved ‘digital home support’ experience across multiple support channels (e.g., ‘on-the-box’, web, IVR, agent voice, agent chat, agent email, and more). The digital footprint driven multi-channel integrated support system generates, displays, and uses a ‘digital footprint’ of the components within the home, such as computer hardware/software, computer peripherals, audio/visual equipment, gaming hardware/software, home security hardware/software, or other electronic components.