Technical Support Platform Prioritizing Resolutions by Frequency

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Solution Overview

Problem

Internet Service Providers (ISPs) face challenges in promptly and professionally addressing customer technical issues, leading to dissatisfaction and high customer churn due to inadequate tools and lack of comprehensive support solutions, often resulting in customers being left to resolve out-of-scope problems on their own.

Innovation Solution

A technical support platform that generates and prioritizes problem resolutions based on frequency of use and skill level, delivers services by enabling disabled features, and provides an adaptive ticket management system for efficient issue resolution, including remote technical support and customizable user interfaces.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If ISPs provide comprehensive technical support resources (telephone numbers, self-help websites, technician dispatch), then customer satisfaction improves, but cost increases significantly

Engineering Contradiction:

Improvecustomer satisfactionVSAvoidsupport resources deployed

Core Design Contradiction:

ReliabilityVSQuantity of substance

Solution Approach 1:

The patent implements automated problem resolution systems that enable customers to self-diagnose and self-fix technical issues through computer-generated troubleshooting steps, eliminating the need for expensive technician dispatch and reducing reliance on costly telephone support while maintaining high customer satisfaction

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The patent replaces manual mechanical support processes (technicians physically visiting customers, manual telephone troubleshooting) with automated electronic systems that generate and deliver computer-based diagnostic and resolution procedures, significantly reducing operational costs while improving support efficiency

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

2Reliability

If ISPs send technicians to every customer's home for problem resolution, then problem resolution completeness improves, but cost becomes prohibitive

Engineering Contradiction:

Improveproblem resolution completenessVSAvoidcost effectiveness

Core Design Contradiction:

ReliabilityVSEase of manufacture

Solution Approach 1:

The system enables customers to perform technical troubleshooting and problem resolution independently through automated computer-generated instructions, eliminating the need for expensive on-site technician visits while maintaining comprehensive problem resolution capability

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The patent introduces an automated computer-based intermediary system that acts between the customer and potential technician intervention, providing diagnostic analysis and resolution procedures that prevent problems from reaching the costly stage of requiring physical technician dispatch

Inventive Principle:

Principle #24Intermediary (Mediator)

3Ease of manufacture

If conventional self-help websites are provided, then cost is reduced, but customer confusion increases due to lack of technical knowledge

Engineering Contradiction:

Improvecost reductionVSAvoidcustomer usability

Core Design Contradiction:

Ease of manufactureVSEase of operation

Solution Approach 1:

The patent implements dynamic computer-generated troubleshooting procedures that automatically adapt to the specific technical situation and customer's knowledge level, transforming static self-help websites into interactive systems that guide customers step-by-step based on real-time diagnostic information, significantly improving usability while maintaining low cost

Inventive Principle:

Principle #15Dynamics

Solution Approach 2:

The system incorporates feedback mechanisms where the automated troubleshooting process adjusts its guidance based on customer responses and diagnostic results, providing personalized instructions that adapt to the customer's technical knowledge level and the specific problem encountered, making the self-help process much more user-friendly

Inventive Principle:

Principle #23Feedback

4Reliability

If support technicians have complete view of customer system, then problem resolution effectiveness improves, but device complexity increases

Engineering Contradiction:

Improveproblem resolution effectivenessVSAvoidsystem integration complexity

Core Design Contradiction:

ReliabilityVSDevice complexity

Solution Approach 1:

The patent enables the customer's own computer system to provide complete diagnostic information about its state, configuration, and potential problems through automated self-assessment tools, eliminating the need for complex integrated monitoring systems while giving support technicians full visibility into the customer's environment

Inventive Principle:

Principle #25Self-service

Data Source

PatentUS9842295B2Technical support agent and technical support service delivery platform

Publication Date: 2017.12.12 TROPPUS SOFTWARE CORP

AI summary

An embodiment of a method for providing technical support service includes generating a plurality of problem resolutions that are determined to resolve an identified technical problem; attributing weights to each of said plurality of problem resolutions according to frequency of use; and in response to a request to resolve said identified problem, selecting a problem resolution from among said plurality of problem resolutions based at least in part on said attributed weights.