| 摘要 |
The online computer support system uses simultaneous and alternating transfer of different data types including voice, image, video and other digital information. This allows a customer service representative (114, 116) and a user having a computer problem to more effectively communicate and solve the problem. The customer service representative can provide pre-made tutorials or information to the customer in the form of text, diagram and video with synchronized sound. Software at the user computer side automatically interrogates the user computer to determine information about hardware and software components needed to solve problems the user is having. Information such as the serial number is programmed into non-volatile memory (104, 106) at the factory for reading during, or at the beginning of, an online support session. The customer service representative can control the user's computer by remote control. Software agents are used to perform specific functions. A relational database is used indexed by information obtained from the user's computer to keep track of warranty, support history and other information. A preventive maintenance function allows problems to be fixed before they are fully manifested.
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