System and method for providing automated customer support
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United States of America Patent
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Oct 14, 1997
Grant Date -
N/A
app pub date -
Jul 18, 1995
filing date -
Jul 18, 1995
priority date (Note) -
In Force
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Abstract
An automated system and method for diagnosing and resolving computer-related problems from a product support center. The traditional roles of the product engineer and customer are largely supplanted by execution of specialized client/server software programs on the respective computers. These programs exchange diagnostic and--in some cases--remedial data over the same telephone circuit used by the engineer and customer. The resulting system accelerates diagnosis and resolution of the customers' problems, reduces product support costs, and improves customer satisfaction.
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