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:
Oct. 23, 2007
Filed:
Jun. 06, 2003
Stephen W. Smoliar, Palo Alto, CA (US);
John Boreczky, San Leandro, CA (US);
Daniel G. Bobrow, Palo Alto, CA (US);
Stephen W. Smoliar, Palo Alto, CA (US);
John Boreczky, San Leandro, CA (US);
Daniel G. Bobrow, Palo Alto, CA (US);
Fuji Xerox Co., Ltd., Tokyo, JP;
Abstract
When a hardware or software problem reoccurs, a customer is rarely able to remember and repeat the process that was performed by a customer service representative to correct the problem the first time. By capturing desktop events and/or one or more other available data streams during the first customer service engagement, and making a document containing that data available to the customer, the customer can solve a reoccurrence of the problem without having to contact the customer service center. The captured data is integrated into a single multimedia document, which has an indexing capability, highlights critical information, and includes annotations and/or comments. The integrated multimedia document can be distributed to the customer by the customer service representative during an engagement, over a customer accessible network site visited by the customer, or in a CD-ROM provided with the product.