Granted Patent B2

US 9,355,354 · App. 12/032,306 · Granted May 31, 2016

Abstract

Claims (22)

1. An embedded multi-channel knowledgebase data processing system configured for embedded product support, the system comprising:

a consumer appliance including memory and a processor;

a knowledgebase embedded in the consumer appliance, the knowledgebase being a passive database configured to be accessible by a help module executing in memory of the consumer appliance only when a support request is received through the consumer appliance;

the help module disposed in the consumer appliance and programmed to receive a support request from an end user through the consumer appliance and to query access to the knowledgebase in the consumer appliance to answer the support request from within the consumer appliance; and

multi-channel escalation and reporting logic executing in memory of the consumer appliance and coupled to the help module, the multi-channel escalation and reporting logic comprising program code enabled to escalate the support request to a remote communicatively coupled response manager over a selected channel through a computer communications network upon determining that the support request remains unresolved, wherein the escalated support request includes status information for the consumer appliance, further wherein the status information includes a visualization of the consumer appliance so as to permit the response manager to visualize a problem experienced by the end user, and wherein the selected channel is selected from the group consisting of e-mail, instant messaging and voice chat, wherein the e-mail channel is selected if the support request is for a first level of support, the instant messaging channel is selected if the support request is for a second level of support, the second support level being higher than the first support level, and the voice chat channel is selected if the support request level is for a third level of support, the third support level being higher than both the first support level and the second support level.

2. The system of claim 1 , further comprising an aggregator communicatively coupled to the consumer appliance, the aggregator aggregating support request information in an aggregated knowledgebase accessible by multiple different communicatively coupled consumer appliances over the computer communications network.

3. The system of claim 1 , wherein the consumer appliance is a copier.

4. The system of claim 1 , wherein the consumer appliance is a cellular telephone.

5. The system of claim 1 , wherein the response manager is disposed in a computing device in a call center.

6. The system of claim 1 , wherein the program code to escalate the support request to the remote communicatively coupled response manager is determined based upon the support request and an amount of interaction between the end user and the knowledge base.

7. A method for embedded multi-channel escalation and reporting, the method comprising:

receiving, by a help module executing in memory of a consumer appliance, a support request from an end user through the consumer appliance, the consumer appliance including memory and a processor;

querying, by the help module disposed in the consumer appliance, access to a knowledgebase in the consumer appliance to answer the support request from within the consumer appliance, the knowledgebase being a passive database configured to be accessible by the help module only when the support request is received through the consumer appliance; and

escalating, by multi-channel escalation and reporting logic executing in memory of the consumer appliance and coupled to the help module, the support request to a remote communicatively coupled response manager over a selected channel through a computer communications network upon determining that the support request remains unresolved, wherein the escalated support request includes status information for the consumer appliance, further wherein the status information includes a visualization of the consumer appliance so as to permit the response manager to visualize a problem experienced by the end user, and wherein the selected channel is selected from the group consisting of e-mail, instant messaging and voice chat, wherein the e-mail channel is selected if the support request is for a first level of support, the instant messaging channel is selected if the support request is for a second level of support, the second support level being higher than the first support level, and the voice chat channel is selected if the support request level is for a third level of support, the third support level being higher than both the first support level and the second support level.

8. The method of claim 7 , further comprising logging the support request over the computer communications network in an aggregated knowledgebase.

9. The method of claim 7 , wherein escalating the support request to the remote response manager is based upon the support request and an amount of interaction between the end user and the knowledgebase.

10. A knowledge management computer program product comprising a non-transitory computer usable storage medium embodying computer usable program code for embedded multi-channel escalation and reporting, the computer program product comprising:

a help module disposed and executable in memory of a consumer appliance comprising computer usable program for receiving a support request from an end user through the consumer appliance, the consumer appliance including memory and a processor;

the helper module further comprising computer usable program code for querying access to a knowledgebase embedded in the consumer appliance to answer the support request from within the consumer appliance, the knowledgebase being a passive database configured to be accessible by the help module only when the support request is received through the consumer appliance; and

multi-channel escalation and reporting logic executable in memory of the consumer appliance and coupled to the help module comprising computer usable program code for escalating the support request to a remote communicatively coupled response manager over a selected channel through a computer communications network upon determining that the support request remains unresolved, wherein the escalated support request includes status information for the consumer appliance, further wherein the status information includes a visualization of the consumer appliance so as to permit the response manager to visualize a problem experienced by the end user, and wherein the selected channel is selected from amongst an e-mail channel, an instant messaging channel and a voice chat channel according to a level of escalation, wherein the e-mail channel is selected if the support request is for a first level of support, the instant messaging channel is selected if the support request is for a second level of support, the second support level being higher than the first support level, and the voice chat channel is selected if the support request level is for a third level of support, the third support level being higher than both the first support level and the second support level.

11. The computer program product of claim 10 , further comprising computer usable program code for logging the support request over the computer communications network in an aggregated knowledge base.

12. The computer program product of claim 10 , wherein the computer usable program code for escalating the support request to the remote response manager is based upon the support request and an amount of interaction between the end user and the knowledgebase.

Assignments (13)