Sreenivas Konduru

US Patent:

20060126808, Jun 15, 2006

Filed:

Dec 13, 2004

Appl. No.:

10/920719

Inventors:

Lona Dallessandro - Austin TX, US
Adam Klein - Cedar Park TX, US
Marc Sullivan - Austin TX, US
Wesley McAfee - Cedar Park TX, US
Charles Scott - Austin TX, US
Donn Wilburn - Seagoville TX, US
Olivia Gomez - San Antonio TX, US
Shatadru Chowdhury - Fremont CA, US
Alvin Daluyaya - Danville CA, US
Sreenivas Konduru - Mountain View CA, US
Lidiya Demicheva - Pacifica CA, US

International Classification:

H04M 15/00

US Classification:

379133000

Abstract:

The disclosure is directed to a method of providing computer assisted user support to a computer user. The method includes collecting customer identification information for a user of a computer assisted user support tool. The method further includes collecting trouble report information in response to use of the computer assisted user support tool. The trouble report information is associated with a particular class of reportable trouble items. In addition, the method includes comparing the customer identification information and the trouble report information to a data log of a customer support call center.