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Apparatus and method for addressing computer-related problems

A technology of computer, user computer, applied in the field of data processing, which can solve problems such as lack of interactive features

Inactive Publication Date: 2007-07-25
INT BUSINESS MASCH CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

desktop multimedia and web page solutions may actually only be descriptive and lack interactive features

Method used

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  • Apparatus and method for addressing computer-related problems
  • Apparatus and method for addressing computer-related problems
  • Apparatus and method for addressing computer-related problems

Examples

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Embodiment Construction

[0018] Figure 1 illustrates an example system 100 according to an example embodiment of the invention. The system includes computer components such as workstations 103 used by users 102 . While in the example shown in Figure 1, the problem to be solved is associated with the hardware or software of a terminal computer such as workstation 103, it can be extended to any device or system having a network connection such as an Internet connection. A user 102 may initiate a diagnostic or other process to resolve a problem by placing a call using a telephone 104 connected to one or more communication networks 106 . In a preferred form of the invention, communication network 106 is the Internet to which workstation 103 is connected like telephone 104 (for VoIP telephony). However, it will be appreciated that a separate public switched telephone network could also be used to establish the telephone connection, and that in addition a private or other type of network other than the Int...

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PUM

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Abstract

Techniques are provided for addressing a problem pertaining to a computer of a user. In an exemplary method, the obtaining of a problem statement associated with the problem pertaining to the computer of the user is facilitated. This can be carried out via speech over a telephony connection. The establishment of a remote access connection between the computer of the user and a remote help desk application can also be facilitated. Furthermore, substantially parallel interaction with the user can be facilitated, via both the telephony connection and the remote access connection to the remote help desk application.

Description

technical field [0001] The present invention relates generally to data processing and related technologies, and more particularly to solving problems encountered by users of computers and related software and hardware elements. Background technique [0002] Significant efforts have been directed towards so-called "help desk" applications, where a computer user facing a technical problem attempts to obtain a diagnosis and apply a solution through the activities of a remote expert. Currently, these problems are handled via "phone solutions" employing trees such as Customer Service Representatives (CSRs) and Interactive Voice Response (IVRs). Different from these approaches are so-called "desktop solutions" via web pages and downloadable multimedia applications, which are illustrative and focus on describing solutions, but only to simple problems. Human customer service representatives can be effective but are expensive. [0003] Thieret et al., U.S. Patent Application Public...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04L12/24H04M3/493H04M3/51H04L12/26
CPCH04M7/0027H04L67/148G06Q30/02H04L67/14
Inventor 胡安·M·许尔塔吴澄戴维·卢本斯基
Owner INT BUSINESS MASCH CORP
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