The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Feb. 17, 2004
Filed:
Dec. 18, 1998
Applicant:
Inventors:
Francis X. Sullivan, Round Rock, TX (US);
Thomas William Bereiter, Austin, TX (US);
Brian Jay Vetter, Austin, TX (US);
Assignee:
Motive Communications, Inc., Austin, TX (US);
Attorney:
Primary Examiner:
Assistant Examiner:
Int. Cl.
CPC ...
G06F 1/730 ; H02H 3/05 ;
U.S. Cl.
CPC ...
G06F 1/730 ; H02H 3/05 ;
Abstract
A method for automated technical support in a computer network having a client machine, and at least one server from which live help is available. The method begins in response to entry by a user of a problem area and description. In response, a diagnostic map is executed to explore the user's machine and the problem description. The map returns a self-help search string that, upon execution in a search engine, is expected to return relevant search results. The search string may then be executed to facilitate a guided self-help session.