Dynamically creating a contact address to customer support based on information associated with a computing device

Patent metadata

Field	Value
Publication number	US-12117890-B2
Application number	US-202016932986-A
Country	US
Kind code	B2
Filing date	Jul 20, 2020
Priority date	Jul 20, 2020
Publication date	Oct 15, 2024
Grant date	Oct 15, 2024

Abstract

In some examples, a computing device may determine that an issue (e.g., crash, restart etc.) occurred, gather context data (e.g., logs, device profile, etc.) associated with the issue, and generate a contact address to technical support based on the context data. The computing device may upload the context data to a location accessible to a server. After a user of the computing device initiates a communication to technical support using the contact address, the server may automatically route the call, based on the contact address, to a particular technician that has experience addressing the issue. The server may retrieve the context data and use machine learning to determine recommendations to address the issue. The machine learning may prioritize the recommendations and provide the context data and the prioritized recommendations to enable the particular technician to quickly resolve the issue.

First claim

What is claimed is:

1. A computer-implemented method comprising:
determining, by a computing device, that an issue has occurred on the computing device;
determining, by the computing device, context data associated with the issue, the context data comprising:
one or more logs generated by a component of the computing device; and
platform data identifying a type of platform associated with the computing device;
determining, by the computing device, that the issue has not previously occurred on the computing device; and
generating, by the computing device and based at least in part on the context data, a contact address provided to a user of the computer device, enabling the user to initiate contact with technical support, wherein the contact address comprises digits identifying an individual technical support specialist and contact information associated with the individual technical support specialist, wherein the contact address comprises a first digit that identifies the platform data, a second digit that identifies the issue, a third digit that identifies a type of technical support specialist, and a fourth digit that identifies the individual technical support specialist, and wherein an order of the first digit, second digit, third digit and forth digit may vary;
wherein a communication initiated using the contact address causes the communication to be automatically routed to the individual support technician using the contact information associated with the individual technical support specialist, the individual technical support specialist having experience with the issue on the type of platform associated with the computing device, wherein the contact address is analyzed to identify the individual support technician having experience with the issue.

2. The computer-implemented method of claim 1 , wherein the issue comprises at least one of:
a failure to boot an operating system of the computing device;
an involuntary shutdown of the operating system;
an involuntary reboot of the operating system;
an inability to execute a software application; or
an inability to execute a driver.

3. The computer-implemented method of claim 1 , wherein the context data further comprises at least one of:
CPU data associated with a central processing unit (CPU) of the computing device;
RAM data associated with a random-access memory (RAM) of the computing device;
drive data associated with a storage drive of the computing device; or
peripheral data associated with a peripheral device that is connected to the computing device.

4. The computer-implemented method of claim 1 , wherein the context data further comprises recently installed data associated with a component of the computing device that was installed within a predetermined time interval from a current time, the component of the computing device comprising at least one of:
an operating system or an update to the operating system;
a software application or an update to the software application;
a driver;
a firmware; or
a basic input/output system (BIOS).

5. The computer-implemented method of claim 1 , wherein the contact address comprises one of:
a telephone number to initiate a telephone communication;
a video link to initiate a video communication;
an audio link to initiate an audio communication;
a chat link to initiate a chat communication; or
an email address to initiate an email communication.

6. The computer-implemented method of claim 1 , further comprising:
automatically uploading the context data to either a server or a cloud-based customer relationship management (CRM) system to enable the support technician to access the context data.

7. A computing device comprising:
one or more processors; and
one or more non-transitory computer readable media storing instructions executable by the one or more processors to perform operations comprising:
determining that an issue has occurred on the computing device;
determining context data associated with the issue, the context data comprising:
one or more logs generated by a component of the computing device; and
platform data identifying a type of platform associated with the computing device;
determining that the issue has not previously occurred on the computing device; and
generating, based at least in part on the context data, a contact address provided to a user of the computer device, enabling the user to initiate contact with technical support, wherein the contact address comprises digits identifying an individual technical support specialist and contact information associated with the individual technical support specialist, wherein the contact address comprises a first digit that identifies the platform data, a second digit that identifies the issue, a third digit that identifies a type of technical support specialist, and a fourth digit that identifies the individual technical support specialist, and wherein an order of the first digit, second digit, third digit and forth digit may vary;
wherein a communication initiated using the contact address causes the communication to be automatically routed to the individual support technician using the contact information associated with the individual technical support specialist, the individual technical support specialist having experience with the issue on the type of platform associated with the computing device, wherein the contact address is analyzed to identify the individual support technician having experience with the issue.

8. The computing device of claim 7 , wherein the issue comprises at least one of:
a failure to boot an operating system of the computing device;
an involuntary shutdown of the operating system;
an involuntary reboot of the operating system;
an inability to execute a software application; or
an inability to execute a driver.

9. The computing device of claim 7 , wherein the context data further comprises at least one of:
CPU data associated with a central processing unit (CPU) of the computing device;
RAM data associated with a random-access memory (RAM) of the computing device;
drive data associated with a storage drive of the computing device; or
peripheral data associated with a peripheral device that is connected to the computing device.

10. The computing device of claim 7 , wherein the context data further comprises recently installed data associated with a component of the computing device that was installed within a predetermined time interval from a current time, the component of the computing device comprising at least one of:
an operating system or an update to the operating system;
a software application or an update to the software application;
a driver;
a firmware; or
a basic input/output system (BIOS).

11. The computing device of claim 7 , wherein the contact address comprises one of:
a telephone number to initiate a telephone communication;
a video link to initiate a video communication;
an audio link to initiate an audio communication;
a chat link to initiate a chat communication; or
an email address to initiate an email communication.

Assignees

• Dell Products Lp

Inventors

• Ranganathan Karthik
• Ka Vasudev
• Bikumala Sathish Kumar

Classifications

• G06N20/00

  Machine learning · CPC title

• G06Q10/107

  Computer-aided management of electronic mailing [e-mailing] · CPC title

• G06Q10/063112

  Skill-based matching of a person or a group to a task · CPC title

• G06Q30/016 Primary

  After-sales · CPC title

• G06N5/04

  Inference or reasoning models · CPC title