CA2386879A1 - Systeme et procede de marche de support technique electronique - Google Patents

Systeme et procede de marche de support technique electronique Download PDF

Info

Publication number
CA2386879A1
CA2386879A1 CA002386879A CA2386879A CA2386879A1 CA 2386879 A1 CA2386879 A1 CA 2386879A1 CA 002386879 A CA002386879 A CA 002386879A CA 2386879 A CA2386879 A CA 2386879A CA 2386879 A1 CA2386879 A1 CA 2386879A1
Authority
CA
Canada
Prior art keywords
support
user
provider
request
support request
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Abandoned
Application number
CA002386879A
Other languages
English (en)
Inventor
Konstantin Othmer
Chris Derossi
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Individual
Original Assignee
EPEOPLE Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by EPEOPLE Inc filed Critical EPEOPLE Inc
Publication of CA2386879A1 publication Critical patent/CA2386879A1/fr
Abandoned legal-status Critical Current

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q99/00—Subject matter not provided for in other groups of this subclass

Landscapes

  • Business, Economics & Management (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Engineering & Computer Science (AREA)
  • Theoretical Computer Science (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • Information Transfer Between Computers (AREA)

Abstract

L'invention concerne un système (34) de recommandation d'assistance aux utilisateurs servant à recommander automatiquement à un utilisateur des fournisseurs (38, 40, 42) d'assistance pour applications logicielles, logiciel de base ou matériel. Le système peut détecter automatiquement divers problèmes informatiques tels qu'une panne soudaine ou un message d'erreur d'application logicielle ou de logiciel de base, ou un message d'erreur de matériel ; et produire ensuite des informations d'état de machine à l'ordinateur du client au moment où le problème informatique se produit. Les informations d'état de machine peuvent être transmises au système (34) de recommandation d'assistance aux utilisateurs, qui peut ensuite les fournir à l'utilisateur de l'ordinateur client (34) en recommandant un fournisseur d'assistance susceptible de trouver une solution au problème informatique.
CA002386879A 1999-10-14 2000-10-12 Systeme et procede de marche de support technique electronique Abandoned CA2386879A1 (fr)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US41867899A 1999-10-14 1999-10-14
US09/418,678 1999-10-14
PCT/US2000/028425 WO2001027847A1 (fr) 1999-10-14 2000-10-12 Systeme et procede de marche de support technique electronique

Publications (1)

Publication Number Publication Date
CA2386879A1 true CA2386879A1 (fr) 2001-04-19

Family

ID=23659125

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002386879A Abandoned CA2386879A1 (fr) 1999-10-14 2000-10-12 Systeme et procede de marche de support technique electronique

Country Status (6)

Country Link
EP (1) EP1228463A1 (fr)
JP (1) JP2003533757A (fr)
AU (1) AU8021300A (fr)
CA (1) CA2386879A1 (fr)
IL (1) IL149053A0 (fr)
WO (1) WO2001027847A1 (fr)

Families Citing this family (13)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US8762862B2 (en) 2008-06-05 2014-06-24 Microsoft Corporation Initiating a support chat session in response to the occurrence of a support event with transmission of detailed event information
US8589739B2 (en) 2009-03-16 2013-11-19 International Business Machines Corporation Product limitations advisory system
US20110231296A1 (en) * 2010-03-16 2011-09-22 UberMedia, Inc. Systems and methods for interacting with messages, authors, and followers
WO2015065329A1 (fr) * 2013-10-29 2015-05-07 Hewlett-Packard Development Company, L.P. Identification de tendances d'utilisateur final pour identifier des lacunes
US10909192B2 (en) 2013-10-29 2021-02-02 Micro Focus Llc Providing information technology support
US8903933B1 (en) 2014-07-21 2014-12-02 ConnectWise Inc. Systems and methods for prioritizing and servicing support tickets using a chat session
US10079736B2 (en) 2014-07-31 2018-09-18 Connectwise.Com, Inc. Systems and methods for managing service level agreements of support tickets using a chat session
US11263179B2 (en) 2018-06-15 2022-03-01 Microsoft Technology Licensing, Llc System for collaborative editing based on document evaluation
US11100052B2 (en) 2018-06-20 2021-08-24 Microsoft Technology Licensing, Llc System for classification based on user actions
US10938824B2 (en) 2018-06-20 2021-03-02 Microsoft Technology Licensing, Llc Metric-based content editing system
US10798152B2 (en) 2018-06-20 2020-10-06 Microsoft Technology Licensing, Llc Machine learning using collaborative editing data
US11301458B2 (en) 2018-11-30 2022-04-12 Microsoft Technology Licensing, Llc Automated content generation
US20220058753A1 (en) * 2020-08-20 2022-02-24 Rewardstyle, Inc. Systems and methods for intelligent casting of social media creators

Family Cites Families (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CA2096374C (fr) * 1992-05-18 2006-08-08 Michael A. Sandifer Systeme d'entretien et de reparation assiste par ordinateur pour equipements devant repondre a une reglementation de conformite
US5862325A (en) * 1996-02-29 1999-01-19 Intermind Corporation Computer-based communication system and method using metadata defining a control structure
US5867495A (en) * 1996-11-18 1999-02-02 Mci Communications Corporations System, method and article of manufacture for communications utilizing calling, plans in a hybrid network

Also Published As

Publication number Publication date
AU8021300A (en) 2001-04-23
EP1228463A1 (fr) 2002-08-07
IL149053A0 (en) 2002-11-10
WO2001027847A1 (fr) 2001-04-19
JP2003533757A (ja) 2003-11-11

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Legal Events

Date Code Title Description
FZDE Discontinued
FZDE Discontinued

Effective date: 20040823