Technical support agent and technical support service delivery platform

Abstract

An embodiment of a method for providing technical support service includes generating a plurality of problem resolutions that are determined to resolve an identified technical problem; attributing weights to each of said plurality of problem resolutions according to frequency of use; and in response to a request to resolve said identified problem, selecting a problem resolution from among said plurality of problem resolutions based at least in part on said attributed weights.

1 . A method for delivering a service, the method comprising:
 receiving a request from a client application for technical support to resolve a technical problem, the client application including one or more disabled licensable features;   determining that one of the one or more disabled licensable features could provide the service to satisfy the need; and   enabling the one of the one or more disabled licensable features.   
     
     
         2 . The method of  claim 1 , wherein enabling the one of the one more disabled licensable features comprises remotely enabling the one of the one or more disabled licensable features. 
     
     
         3 . The method of  claim 1 , wherein the one or more licensable features are associated with a key uniquely identifying the client application, a provider of the one or more licensable features, and the one or more licensable features. 
     
     
         4 . The method of  claim 1 , wherein the one of the one or more licensable feature is determined based on a collection of previously identified technical problems and associated resolutions. 
     
     
         5 . The method of  claim 1 , wherein receiving a request from a client application comprises receiving a message by way of a chat application. 
     
     
         6 . The method of  claim 1 , wherein enabling the one of the one or more disabled licensable features comprises an agent selecting one or more activation buttons associated with the one or more licensable features. 
     
     
         7 . The method of  claim 1 , further comprising establishing a connection between the client application and an agent application. 
     
     
         8 . The method of  claim 1 , wherein the client application comprises a embedded browser. 
     
     
         9 . The method of  claim 1 , wherein the client application is independent of an operating system and browser. 
     
     
         10 . The method of  claim 1 , wherein the request is received by an agent application operable to present a list of the one or more disabled licensable features on an output device. 
     
     
         11 . The method of  claim 1 , further comprising attributing a monetary value to each of the one or more disabled licensable features. 
     
     
         12 . The method of  claim 11 , further comprising modifying a service subscription fee according to the monetary value attributed to the enabled feature. 
     
     
         13 . The method of  claim 1 , wherein the one or more disabled features comprise one or more of:
 a chat feature;   a provider feature offered by a service provider;   a history feature;   a phone support feature;   a settings feature;   a filtered help feature;   a smart help feature;   a remote control feature.   
     
     
         14 . The method of  claim 1 , wherein the client application executes on an end user system, and wherein the one or more disabled features comprise software modules stored on the end user system. 
     
     
         15 . The method of  claim 14 , wherein enabling the one of the one or more disabled features comprises an agent, remote from the end user system, sending a command to the client system to enable the one of the one or more licensable features. 
     
     
         16 . The method of  claim 14 , wherein the sending a command to the client system occurs during an interactive communication session between the end user and the agent. 
     
     
         17 . A method for delivering a service, the method comprising:
 establishing communication with a client application executing on a client system, the client application including one or more disabled features;   selecting one of the one or more disabled features based at least in part on client system parameters; and   enabling the selected one of the one or more disabled features.   
     
     
         18 . The method of  claim 17 , further comprising gathering usage data, indicating how the client system is used. 
     
     
         19 . The method of  claim 17 , further comprising attributing a monetary value to each of the one or more disabled features. 
     
     
         20 . The method of  claim 19 , further comprising modifying a service subscription fee according to the monetary value attributed to the enabled feature. 
     
     
         21 . The method of  claim 17 , wherein the one more disabled features comprise one or more of:
 a chat feature providing;   a provider feature offered by a service provider;   a history feature;   a phone support feature;   a settings feature;   a filtered help feature;   a smart help feature;   a remote control feature.   
     
     
         22 . The method of  claim 7 , wherein enabling the selected one of the one or more disabled features comprises a technical support agent sending a command to the client application. 
     
     
         23 . The method of  claim 22 , wherein the sending of the command comprises sending the command during an established communication session with an end user of the client application. 
     
     
         24 . The method of  claim 22 , wherein the sending of the command comprises sending the command to an end user of the client application when the end user is offline, and wherein the command is executed by the technical support agent when the user is offline. 
     
     
         25 . The method of  claim 24 , wherein the client application receives the command at a later time when the end user comes online. 
     
     
         26 . The method of  claim 17 , further comprising capturing the client system parameters. 
     
     
         27 . The method of  claim 26 , wherein the client system parameters are captured during the established communication. 
     
     
         28 . The method of  claim 17 , wherein the one or more disabled features are stored on the client system and wherein enabling the selected one of the one or more disabled features comprises sending a command to the client application from a location remote from the client system. 
     
     
         29 . A non-transitory computer-readable storage medium having contents that enable a delivery of services by performing a method comprising:
 receiving a request from a client application for technical support to resolve a technical problem, the client application including one or more disabled licensable features;   determining that one of the one or more disabled licensable features could provide the service to satisfy the need; and   remotely enabling the one of the one or more disabled licensable features.   
     
     
         30 . The non-transitory computer-readable storage medium in  claim 29 , wherein the one or more licensable features are associated with a key uniquely identifying the client application, a provider of the one or more licensable features, and the one or more licensable features. 
     
     
         31 . The non-transitory computer-readable storage medium in  claim 29 , wherein the one of the one or more licensable feature is determined based on a collection of previously identified technical problems and associated resolutions. 
     
     
         32 . The non-transitory computer-readable storage medium in  claim 29 , the method further comprising modifying a service subscription fee according to a monetary value attributed to the enabled feature. 
     
     
         33 . A non-transitory computer-readable storage medium having contents that enable a delivery of services by performing a method comprising:
 establishing communication with a client application executing on a client system, the client application including one or more disabled features;   selecting one of the one or more disabled features based at least in part on client system parameters; and   enabling the selected one of the one or more disabled features.   
     
     
         34 . The non-transitory computer-readable storage medium of  claim 33 , the method further comprising gathering usage data, indicating how the client system is used. 
     
     
         35 . The non-transitory computer-readable storage medium of  claim 33 , the method further comprising:
 attributing a monetary value to each of the one or more disabled features; and   modifying a service subscription fee according to the monetary value attributed to the enabled feature   
     
     
         36 . The non-transitory computer-readable storage medium of  claim 33  wherein the one or more disabled features are stored on the client system and wherein enabling the selected one of the one or more disabled features comprises sending a command to the client application from a location remote from the client system.