Systems and methods for providing hierarchy of support services via desktop and centralized service
US9304827B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Oct 23, 2012 |
| Grant date | Apr 5, 2016 |
| Priority date | — |
| Expiry date | Jun 4, 2033 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/406
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
The present solution provides increases in automation, scalability and efficiency for delivering technical support services to devices. Systems and methods of the present solution provide a hierarchy or layers of automated desktop services with remote technical support services, which may be automated. The present solution provides an on desktop automation support system that detects and automatically remediates problems on a device of the user. If the problem is not fixed or fixable via local automated remediation at the desktop, a centralized service may remotely deliver technical support services to the device in the form of automated support services delivered to the device or remote technical agents connecting remotely with the device. With the combination of local support automation, remote support automation, remote and onsite technicians, the centralized service may deliver a hierarchy or multi-layers of services to any device.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.