Methods for providing self-support services using information from a viral source
US9178994B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Apr 12, 2011 |
| Grant date | Nov 3, 2015 |
| Priority date | — |
| Expiry date | Apr 12, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/1058
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
According to one aspect, a request is received at a services application programming interface (API) of a support center from a user for support services of a product provided by a client of the support center. In response to the request, one or more articles associated with the product are identified that have been published in an online publication forum, where the articles have been extracted from a knowledgebase (KB) based on a support history of the product maintained by the support center. A list of support options is presented to the user, including a first one-touch button to contact an agent of the support center and a link to the one or more articles of the publication forum to allow the user to attempt finding a solution to the product without having to contact the agent of the support center.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.