Technical support chain automation with guided self-help capability and option to escalate to live help
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United States of America Patent
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Sep 2, 2003
Grant Date -
N/A
app pub date -
Dec 18, 1998
filing date -
Dec 18, 1998
priority date (Note) -
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Abstract
A method for automated technical support in a computer network having a client machine, and at least one server from which live help is available. The method begins initiates a guided self-help session in response to entry by a user of a problem area and description. During the self-help session, the user is provided with an option to escalate to live help. If the user exercises that option, the system automatically provides a support engineer at the server with a data stream summarizing the self-help session. During the live help, the support engineer may then repeat a portion of the user's self-help session, view information generated during that session, and/or execute certain actions with respect to the user's machine, all from the engineer's desktop.
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