Using automatically collected device problem information to route and guide users' requests
US9979817B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | May 23, 2016 |
| Grant date | May 22, 2018 |
| Priority date | — |
| Expiry date | May 23, 2036 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04W4/02
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method for providing assistance to a customer of a computing device. In one aspect, an incoming call is received from a device of a customer; a check for identification of the customer is done; an event history of the device is obtained; and a solution is provided to the customer using the event history. In another aspect, a method includes: receiving a code from a mobile computing device; and in response to receiving the code, calculating at least one set of data for use in guiding a request of a customer for service to a resource that can provide a suggested remedy. In another aspect, a method includes: identifying a user associated with a mobile computing device; determining an event history of the mobile computing device; and providing guidance to resolve an issue based on the event history.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.