Embedded multi-channel knowledgebase

摘要

Embodiments of the present invention provide a method, system and computer program product for an embedded multi-channel knowledgebase for embedded product support. In one embodiment of the invention, an embedded multi-channel knowledgebase data processing system can be configured for embedded product support. The system can include a consumer appliance, a knowledgebase embedded in the consumer appliance, a help module disposed in the consumer appliance and programmed to provide access to the knowledgebase through the consumer appliance, and multi-channel escalation and reporting logic coupled to the help module. The logic can include program code enabled to escalate support requests in the help module from the embedded knowledgebase to a remote, communicatively coupled response manager over a computer communications network.

主权项

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.