Electronic technical support marketplace system and method

Details Electronic technical support marketplace system and method Electronic technical support marketplace system and method

G - Physics

06

F

G06F 17/60 (2000.01)

Patent

CA 2386879

A user support recommendation system (34) for automatically recommending user support providers (38, 40, 42) for software applications, system software or computer hardware to a user is provided. The system may automatically detect various computer problems, such as a software application crash or error message, a system software crash or error message or a computer hardware error message, and then generate machine state information in the client computer at the time when the computer problem occurs. The machine state information may be communicated to the user support recommendation system (34) which may then provide the user of the client computer (34) with a recommendation for a support provider to provide a solution to the computer problem.

L'invention concerne un système (34) de recommandation d'assistance aux utilisateurs servant à recommander automatiquement à un utilisateur des fournisseurs (38, 40, 42) d'assistance pour applications logicielles, logiciel de base ou matériel. Le système peut détecter automatiquement divers problèmes informatiques tels qu'une panne soudaine ou un message d'erreur d'application logicielle ou de logiciel de base, ou un message d'erreur de matériel ; et produire ensuite des informations d'état de machine à l'ordinateur du client au moment où le problème informatique se produit. Les informations d'état de machine peuvent être transmises au système (34) de recommandation d'assistance aux utilisateurs, qui peut ensuite les fournir à l'utilisateur de l'ordinateur client (34) en recommandant un fournisseur d'assistance susceptible de trouver une solution au problème informatique.

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