Systems and methods for distributing remote technical support via a centralized service

摘要

The solution described herein provides an innovative use of remote services technology integrated with service personnel onsite at the point of service, such as a consumer repair outlet, to provide a pool of technical support resources to service a widely distributed resource need, such as support and repair resource needs of a chain of consumer outlets or an aggregated group of single proprietor consumer outlets. With this solution, qualified technical resources are provided from a central location to service a widely distributed retail environment. This is on-demand online remote support service is called or referred to as “support from a spigot.” The distribution method enables the delivery of higher quality, more reliable and overall lower cost services. Instead of requiring dedicated technical resources at each location, lower skilled labor may be deployed at the location to enable the remote technical support services process.

主权项

1. A method for providing on-demand technical support services, the method comprising:
(a) receiving, via a network by a centralized service operating on one or more servers remote to a location of a consumer, a request for work to be performed on a device at the location of the consumer; (b) determining, by the centralized service, a type of work for the request, a category of the device and one or more service level attributes to perform the type of work at a predetermined service threshold prior to performing the type of work, the one or more service level attributes comprising a level of skill, the predetermined service threshold comprising a metric for a measurable element of performing the type of work; and (c) assigning, by the centralized service prior to performing the type of work, the device of the request to a work queue of a technician of a pool of technicians based on the category of the device the one or more service level attributes corresponding to one or more capabilities identified for the technician, the pool of technicians remote to the location of the consumer.