Software Service Allocation System for Context-Aware Support Routing
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Solution Overview
Problem
Current methods for providing advisory and technical support for pre-release or in-development software are resource-intensive and lack context, making it difficult for vendors to manage costs and determine the appropriate service provider for communication.
Innovation Solution
A system for configuring and allocating software product technical services, which includes receiving a service policy configuration, software product taxonomy, and service profiles to authorize entities to utilize specific technical services, and allocating service requests to appropriate providers based on request criteria.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If paid software engineers are used to provide advisory and technical support services, then service quality and reliability are improved, but resource consumption and cost increase significantly
Solution Approach 1:
The patent segments technical support services into different categories (advisory services, technical support services, and self-service options) with varying levels of resource allocation. Service providers are divided into different tiers based on expertise and availability, allowing the system to match support intensity with user needs and reduce overall resource consumption while maintaining service quality.
Solution Approach 2:
The patent implements self-service mechanisms including automated service providers, knowledge bases, and community forums that allow users to resolve issues independently without requiring paid software engineers. This reduces resource consumption for routine issues while reserving human expertise for complex problems that genuinely require professional intervention.
2Reliability
If human software engineers are allocated to provide technical support, then service reliability is improved, but the complexity of managing and allocating these resources increases
Solution Approach 1:
The patent implements feedback mechanisms where service requests, user satisfaction ratings, and performance metrics are continuously collected and used to optimize service provider allocation. The system learns from past interactions to automatically route future requests to appropriate providers, reducing manual management complexity while maintaining high service reliability through data-driven decision making.
Solution Approach 2:
The patent creates a universal service management platform that handles multiple functions including service provider matching, quality assurance, performance tracking, and automated routing. This multi-functional system consolidates what would otherwise require multiple separate management processes into a single integrated platform, reducing overall management complexity.
3Adaptability or versatility
If comprehensive technical support services are provided for pre-release software, then service coverage is improved, but cost and resource intensity increase
Solution Approach 1:
The patent implements a tiered service model where not all users receive the same level of support. Basic self-service options are provided universally, while enhanced advisory and technical support services are available partially to users based on their needs, subscription level, or issue complexity. This partial action approach expands service coverage to all users while concentrating human resources on cases that genuinely require them.
Solution Approach 2:
The patent introduces automated service providers and knowledge bases as intermediaries between users and human software engineers. These intermediaries handle routine queries, provide self-service guidance, and filter requests before they reach human providers, thereby expanding service coverage to include automated responses while reducing the resource intensity of human involvement.
4Reliability
If specialized software engineers are assigned to specific development groups, then service expertise is improved, but flexibility and adaptability to different situations decrease
Solution Approach 1:
The patent implements dynamic service provider allocation where the assignment of specialized engineers to service requests is not fixed but adapts based on real-time factors including user needs, issue complexity, provider availability, and performance metrics. This dynamic matching system maintains service expertise by assigning requests to appropriately qualified providers while simultaneously improving flexibility compared to static assignments.
Solution Approach 2:
The patent changes the parameters of service provider allocation from fixed assignments to variable assignments based on multiple parameters including technical expertise area, current workload, user satisfaction history, and issue characteristics. This parametric approach allows the system to optimize both expertise matching and flexibility by adjusting allocation parameters dynamically rather than using rigid fixed assignments.
Data Source
AI summary
The present invention extends to methods, systems, and computer program products for configuring and allocating software product technical services. A service policy configuration defining one or more service models for the developing software product is received. A software product taxonomy, including one or more themes and corresponding technical services, for the developing software product is received. A service profile, including context on how the entity intends to utilize the developing software product, is received. The entity is authorized to utilize technical services associated with the developing software product in accordance with one of the service models in response to receiving the service profile. In other embodiments, a service request selection is made from a menu that lists themes and technical services associated with a software product. The service request is allocated to the identified service provider based on request allocation criteria. An entity is at least notified of a received answer.