SYSTEM AND METHODS FOR PROVIDING A MULTI-DEVICE, MULTI-SERVICE PLATFORM VIA A CLIENT AGENT
The solution of the present application provides many types and forms of resources, such as products or services, to an environment of heterogeneous devices. An agent and centralized service may communicate to deliver an optimum package of resources to a device. Each device may include an agent that collects information important to determining the appropriate resources for the device and understanding the environment the devices are contributing to. The information may be stored and analyzed in a cross device knowledge base, and the knowledge base may be consulted to determine resources appropriate for devices. The agent and centralized service may engage in pro-active alerting and provisioning of services, based on any collected information, to minimize the burden of resource procurement on the customer. After delivery of resources, the agent and centralized service may also perform updating, repairing, and healing functions for the resources. Resources may be aggregated into a cohesive platform to be combined and delivered in an optimum manner, and resources may also be maintained and monitored to ensure their quality via escalation or remedial action. Devices may be connected to the resources through intelligent routing.
1 . A method for providing a compilation of services via pools of service providers managed by a centralized service, the method comprising:
(a) receiving, by a centralized service, a request to perform a compilation of services of a plurality of services provided via a plurality of pools of service providers of the centralized service, the compilation of services identifying a first type of service and a second type of service,
(b) assigning, by the centralized service, a first service of the first type, to a first service provider selected from a first pool of service providers of the plurality of pools of service providers, the first pool of service providers providing the first type of service; and
(c) assigning, by the centralized service, a second service of the second type, to a second service provider selected from a second pool of service providers of the plurality of pools of service providers, the second pool of service providers providing the second type of service.
2 . The method of claim 1 , wherein step (a) further comprises receiving, by the centralized service, the request from an agent of a device.
3 . The method of claim 1 , wherein step (a) further comprises receiving, by the centralized service, the request to perform the compilation of services, the compilation of services compiled and recommended by the centralized service.
4 . The method of claim 1 , wherein each pool of service providers of the plurality of pools of services providers provide a different type of service from other pools of service providers.
5 . The method of claim 1 , wherein a pool of service providers comprises one or more automated systems to automatically provide a type of service.
6 . The method of claim 1 , wherein a pool of service providers comprises one or more remote service personnel to provide a type of service remotely.
7 . The method of claim 1 , wherein a pool of service providers comprises one or more onsite service personnel to provide a type of service onsite of requestor.
8 . The method of claim 1 , wherein step (b) further comprises selecting, by the centralized service, the first service provider from the first pool of service providers based on a measure of quality of service.
9 . The method of claim 1 , wherein step (b) further determining, by the centralized service, that the first service of the first service type can be performed by an automated system and selecting an automated system as the first service provider.
10 . The method of claim 1 , wherein step (c) further comprises selecting, by the centralized service, the second service provider from the second pool of service providers based on one or more capabilities.
11 . The method of claim 1 , wherein step (c) further determining, by the centralized service, that the second service of the second type is to be performed by an onsite person and selecting an onsite service provider as the second service provider.
12 . The method of claim 1 , further comprising monitoring, by the centralized service, a status of the compilation of services via the status of performance of the first service and the second service.
13 . The method of claim 1 , further comprising monitoring, by the centralized service, a quality of service of the compilation of service via measuring the quality of service of the first service and the second service.
14 . A method for providing a compilation of services via a centralized service using an automated system as a service provider, the method comprising:
(a) receiving, by a centralized service, a request to perform a compilation of services of a plurality of services provided via the centralized service, the compilation of services identifying a first service of a first type and a second service of a second type;
(b) determining, by the centralized service, that a first service of the plurality of services, can be performed by an automated system of one or more automated systems of the centralized service; and
(c) assigning, by the centralized service, the automated system to perform at least a portion of the first service.
15 . The method of claim 14 , wherein step (a) further comprises receiving, by the centralized service, the request from an agent of a device.
16 . The method of claim 14 , wherein step (b) further comprises determining, by the centralized service, that the first type of service corresponds to an automated service.
17 . The method of claim 14 , wherein step (c) further comprises selecting, by the centralized service, the automated system from a pool of service providers comprising the one or one more automated systems.
18 . The method of claim 14 , further comprising determining, by the centralized service, that a second service of the plurality of services, is to be performed by a remote service personnel and assigning, by the centralized service, a first remote service personnel to perform at least a portion of the second service.
19 . The method of claim 14 , further comprising determining, by the centralized service, that a second service of the plurality of services, is to be performed by an onsite service personnel and assigning, by the centralized service, a first onsite service personnel to perform at least a portion of the second service.
20 . The method of claim 14 , further comprising assigning, by the centralized service, the first service to an automated system of a first pool of service providers that perform the first type of service, and the second service to a second service provider of a second pool of service providers that perform the second type of service.
21 . A method for selecting between service provider types to provide a service via a centralized service, the method comprising:
(a) receiving, by a centralized service, a request to perform a service from a plurality of services provided via the centralized service, the request identifying a first service having a first type;
(b) determining, by the centralized service based on the first type, a type of service provider to perform the first service; and
(c) assigning, by the centralized service to perform at least a portion of the first service, a service provider corresponding to the type of service provider.
22 . The method of claim 21 , wherein the type of service comprises a remote service personnel, an onsite service personnel and an automated system.