Ubiquitous trouble management and e-service ecosystem for the internet of things
a trouble management and internet of things technology, applied in the field of trouble management and e-service ecosystem, can solve the problems of product serial number or even model number loss, waste of time and inefficiency in trouble ticket creation and reporting, and loss of information in manual process
Active Publication Date: 2017-06-29
ORACLE INT CORP
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- Abstract
- Description
- Claims
- Application Information
AI Technical Summary
Benefits of technology
The invention provides a system and method for creating and handling trouble tickets generated by an Internet of Things. The system includes a device agent on the consumer product that generates the trouble ticket based on predefined content and sends it to a catcher service. The catcher service processes the trouble ticket and can forward it to a customer relationship management application or an eService marketplace for analysis and resolution. The system can also provide additional services such as analytics, notification of product issues or recalls, access to information related to issue resolution, and personalized identification of trouble tickets. The technical effect of the invention is to create a common platform for managing and resolving issues with consumer products through an Internet of Things.
Problems solved by technology
Today, there is a ton of waste and inefficiency in how trouble tickets are created and reported.
A lot of information is lost in this manual process.
Even some routine information such as a product serial number or even model number, are difficult to locate and awkward to communicate over the phone line.
Reporting issues after-the-fact often also means that the problem may not be reproducible (e.g. an intermittent car failure) and / or major consequences could not be averted (e.g. refrigerator issue causing all the food to go bad).
Today's manual approach to trouble ticket reporting is expensive for the product vendor and frustrating to the consumer.
Method used
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[0016]In the following description, for the purposes of explanation, numerous specific details are set forth in order to provide a thorough understanding of various embodiments of the present invention. It will be apparent, however, to one skilled in the art that embodiments of the present invention may be practiced without some of these specific details. In other instances, well-known structures and devices are shown in block diagram form.
[0017]The ensuing description provides exemplary embodiments only, and is not intended to limit the scope, applicability, or configuration of the disclosure. Rather, the ensuing description of the exemplary embodiments will provide those skilled in the art with an enabling description for implementing an exemplary embodiment. It should be understood that various changes may be made in the function and arrangement of elements without departing from the spirit and scope of the invention as set forth in the appended claims.
[0018]Specific details are ...
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Embodiments of the invention provide systems and methods for an eService ecosystem that provides a common trouble ticket platform for creating and handling trouble tickets generated by and received from an “Internet of Things (IoT).” More specifically, many product vendors are moving to make all of their products internet connected. This move includes not only products that are typically considered to be technology-type products such as personal computers, cellphones, media players, etc., but any and all types of products including but not limited to household appliances, automobiles, medical devices, and a variety of other devices which are increasingly available with processing and communications abilities. Embodiments of the present invention provide a common trouble ticket management platform that all Internet of Things vendors can use.
Description
CROSS-REFERENCES TO RELATED APPLICATIONS[0001]The present application claims benefit under 35 USC 119(e) of U.S. Provisional Application No. 61 / 847,179, filed on Jul. 17, 2014 by Chan. and entitled “Ubiquitous Trouble Management and E-Service Ecosystem for the Internet of Things,” of which the entire disclosure is incorporated herein by reference for all purposes.BACKGROUND OF THE INVENTION[0002]Embodiments of the present invention relate generally to methods and systems for creating, reporting, and handling trouble tickets in a Customer Relationship Management (CRM) system and more particularly to an eService ecosystem that provides a common trouble ticket platform for creating and handling trouble tickets generated by and received from an Internet of Things.[0003]A Customer Relationship Management (CRM) application is one type of enterprise application that can provide support for customers of a product or service by allowing those users to make requests for service or otherwise r...
Claims
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IPC IPC(8): H04L12/24G06Q30/00H04L29/08
CPCH04L41/5074G06Q30/016H04L41/5064H04L67/125
Inventor CHAN, VICTOR CHUNG-WAI
Owner ORACLE INT CORP