Dynamic Web Page Technical Support Platform
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Solution Overview
Problem
Internet Service Providers (ISPs) face challenges in promptly and professionally addressing customer complaints regarding Quality of Service (QoS) issues, as conventional methods often fail to identify the root cause of problems, leading to customer dissatisfaction and increased churn rates, due to limitations in technical support resources and customer knowledge.
Innovation Solution
A network-based technical support platform that dynamically generates web pages with solution instructions based on user-specific parameters, allowing customers to interact with technical support agents and access filtered problem resolution data, enabling them to diagnose and solve issues independently or with guided assistance.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If conventional technical support methods (telephone, email, chat) are used, then customers can contact ISPs for help, but support technicians lack complete view of customer's computer system and inadequate tools to address problems
Solution Approach 1:
The patent creates a virtual copy of the customer's computer system state by collecting and transmitting system parameters, configuration data, and diagnostic information over the network. This digital replica enables technicians to view and analyze the complete system state remotely without needing physical access or complex remote control tools.
Solution Approach 2:
The patent introduces a technical support platform as an intermediary between the customer's computer system and the support technician. This platform acts as a mediator that collects, processes, and presents system information in a usable format, eliminating the information gap without requiring direct technician access to the customer's hardware.
2Ease of operation
If ISPs send technicians to every customer's home, then problems can be addressed with complete system access, but the approach is cost prohibitive
Solution Approach 1:
The patent enables customers to self-serve by providing them with tools to collect and transmit their own system information to the technical support platform. Customers can initiate diagnostic processes, upload system data, and access support resources independently, reducing the need for expensive on-site technician visits while maintaining support accessibility.
Solution Approach 2:
The patent replaces the mechanical system of physical technician travel with an electronic information transmission system. Instead of technicians physically visiting customer locations, system data is transmitted electronically over the network, substituting physical presence with digital information exchange to eliminate travel costs and associated expenses.
3Productivity
If conventional self-help Web sites are provided, then customers can access technical support information, but the sites leave customers confused and bewildered due to lack of computer knowledge
Solution Approach 1:
The patent customizes the technical support interface and information presentation based on the specific customer's system configuration, problem type, and detected knowledge level. Instead of providing generic self-help content, the system adapts the information delivery to match the individual customer's needs and understanding, making complex technical information accessible and actionable.
Solution Approach 2:
The patent incorporates feedback mechanisms where the system monitors customer interactions with support information, tracks problem resolution progress, and adjusts the level of guidance provided accordingly. The system learns from customer responses and adapts subsequent information delivery to improve understanding and effectiveness.
Data Source
AI summary
An embodiment of a method for obtaining customer support includes transmitting parameters specific to an end user product to a network-based application operable to dynamically generate a web page instructive of a solution to a problem associated with the end user product based on the parameters; receiving an interactive link to the dynamically generated web page; and browsing the dynamically generated web page by selecting the interactive link. The method may further include implementing the solution by performing steps instructed in the web page. An embodiment of a system is operable to perform operations comprising receiving parameters specific to an end user product; dynamically generating a web page instructive of a solution to a problem associated with the end user product based on the parameters; generating an interactive link to the dynamically generated web page.