18149857. APPLICATION INCIDENT SNAPSHOT TRACKING TOOL simplified abstract (Truist Bank)
Contents
APPLICATION INCIDENT SNAPSHOT TRACKING TOOL
Organization Name
Inventor(s)
Rajeev Kumar of Raleigh NC (US)
Philip Llewelyn Bayer of Cumming GA (US)
APPLICATION INCIDENT SNAPSHOT TRACKING TOOL - A simplified explanation of the abstract
This abstract first appeared for US patent application 18149857 titled 'APPLICATION INCIDENT SNAPSHOT TRACKING TOOL
Simplified Explanation:
This patent application describes a system and method for providing technical support by allowing users to record and send video files or screen images of problems encountered while using an application to a technician for review and assistance.
Key Features and Innovation:
- Users can record and capture problems in real-time while using the application.
- The system allows users to send the recorded files to a technical support team for review.
- Users can communicate with technicians about the recorded files for troubleshooting and assistance.
Potential Applications: This technology can be applied in various industries where technical support is needed for software applications, online platforms, or digital tools.
Problems Solved: This technology addresses the challenge of effectively communicating technical issues to support teams, especially when visual evidence is required for troubleshooting.
Benefits:
- Improved efficiency in diagnosing and resolving technical issues.
- Enhanced user experience by providing a seamless support process.
- Reduced downtime for users experiencing technical problems.
Commercial Applications: The system can be utilized by software companies, online service providers, and tech support firms to enhance their customer support services and streamline technical issue resolution processes.
Questions about the Technology: 1. How does this system improve the overall user experience with technical support? 2. What are the potential challenges in implementing this technology on a large scale?
Frequently Updated Research: There may be ongoing research in the field of user-friendly technical support systems and methods to further enhance the efficiency and effectiveness of troubleshooting processes.
Original Abstract Submitted
A system and method for providing technical support when using an application that includes recording and/or otherwise capturing a problem as a video file or screen image while using the application and sending the file or image to a technician from the application. The system includes a back-end server operating the online application and having a processor for processing data and information, a communications interface communicatively coupled to the processor, and a memory device storing data and executable code. When the code is executed, the processor can allow a user to record the problem that the user encounters while using the application as a file, send the file to a technical support team to be reviewed, and allow the user to correspond with a technician about the file.
