Patent Abstract:
An exemplary embodiment includes a system and method for delivering remote servicing on a computer system. The computer system includes a tangible storage medium readable by the instruction processing system and storing instructions for execution by the instruction processing system. The method comprises receiving a phone call from a customer and receiving a digital image of a device being serviced by a service representative. The method further includes displaying the digital image of the device being serviced on a monitor to the service representative, and determining if a service tech needs to make a service visit.

Full Description:
CROSS-REFERENCE TO RELATED APPLICATIONS 
       [0001]    This application claims the benefit of U.S. Provisional Patent Application 61/546,334, filed on Oct. 12, 2011, entitled “SYSTEM AND METHOD FOR A REMOTE SERVICES SYSTEM”, which is incorporated by reference herein in its entirety. 
     
    
     FIELD OF THE INVENTION 
       [0002]    The present invention generally relates to remote servicing; and more particularly to a system and method of delivering remote servicing, wherein the use of photographic images of a device being serviced are electronically transmitted to the location of the service representative which would then be reviewed to determine if a service tech needs to make a service visit. 
       DESCRIPTION OF BACKGROUND 
       [0003]    One way to provide support and repair of computers, electronic device and the like, of consumers is through on-site services. On-site support services may be delivered via technical labor visiting the location of the malfunctioning device to solve problems. Information about the malfunctioning device may be acquired in the form of emails, online chat and phone, or remotely attaching to the devices and providing direct support. The delivery of labor to the location of the malfunctioning device is immensely inefficient and expensive because of travel time and because the nature of the work is indeterminate. Resolving a problem in the location of the malfunctioning device may require a short visit or a long visit, and may not be known until the technical labor is on-site. As a result, in service providers typically schedule the availability of technicians with slack time to account for the indeterminate nature of the work as well as travel. 
         [0004]    The use of slack time to account for the nature of the work is wasteful and increases the amount of additional labor that may needed as demand increases. Not using slack time or using less slack time may decrease the availability of technicians to handle the next customer. This may result in abandoned customers, decreased response time and decrease customer satisfaction. The nature of the on-site work may be broad in technical scope as it may involve many different devices and software. This makes it very difficult if not nearly impossible for a service provider to find someone who is able to address the full spectrum of work on-site. Often times follow-up visits must be scheduled to complete work which could not be resolved by the dispatched technician. This results in longer delays in resolving the issue at home decreasing the customer&#39;s satisfaction with the support experience. 
         [0005]    On the other hand, purely remote service cannot resolve problems when access to the computer or other devices is constrained due to malfunction, network issues or connections. Further there may be a hardware issue which requires a physical presence to repair or replace in order to fix. Therefore, it is challenging to provide an optimum customer service experience by using either onsite support or remote customer support. 
       SUMMARY OF THE INVENTION 
       [0006]    Embodiments of the present invention provide a system and method for delivering remote servicing services, wherein the use of digital images of a device being serviced are electronically transmitted to the location of the service representative which would then be reviewed to determine if a service tech needs to make a service visit. 
         [0007]    An exemplary embodiment includes a method for delivering remote servicing embodied in a computer program product for execution on an instruction processing system. The computer system comprises a tangible storage medium readable by computer system and storing instructions for execution by the instruction processing system for performing the method. The method comprises receiving a phone call from a customer and receiving a digital image of a device being serviced by a service representative. The method further includes displaying the digital image of the device being serviced on a monitor to the service representative, and determining if a service tech needs to make a service visit. 
         [0008]    Another exemplary embodiment includes a system for delivering remote servicing on a computer system. Briefly described in terms of architecture, one embodiment of the system, among others, is implemented as follows: The system includes a tangible storage medium readable by the computer system and storing instructions for execution by the computer system. The system further includes a means for receiving a phone call from a customer, and a means for receiving a digital image of a device being serviced by a service representative. The system further includes a means for displaying the digital image of the device being serviced on a monitor to the service representative, and a means for determining if a service tech needs to make a service visit. 
         [0009]    A further exemplary embodiment includes a computer program product for providing vehicle valuation management services on a computer system. The computer program product includes a tangible storage medium readable by a computer system and storing instructions or execution by the computer system for performing a method. The method comprises receiving a phone call from a customer and receiving a digital image of a device being serviced by a service representative. The method further includes displaying the digital image of the device being serviced on a monitor to the service representative, and determining if a service tech needs to make a service visit 
         [0010]    These and other aspects, features and advantages of the invention will be understood with reference to the drawing figure and detailed description herein, and will be realized by means of the various elements and combinations particularly pointed out in the appended claims. It is to be understood that both the foregoing general description and the following brief description of the drawing and detailed description of the invention are exemplary and explanatory of preferred embodiments of the invention, and are not restrictive of the invention, as claimed 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         [0011]    The subject matter which is regarded as the invention is particularly pointed out and distinctly claimed in the claims at the conclusion of the specification. The foregoing and other objects, features, and advantages of the invention are apparent from the following detailed description taken in conjunction with the accompanying drawings in which: 
           [0012]      FIG. 1  is a block diagram illustrating an example of the network environment for the remote servicing services of the present invention. 
           [0013]      FIG. 2A  is a block diagram illustrating an example of a server utilizing the remote servicing services of the present invention, as shown in  FIG. 1 . 
           [0014]      FIG. 2B  is a block diagram illustrating an example of a remote device utilizing the remote device system, as shown in  FIG. 1 . 
           [0015]      FIG. 3A  is a flow chart illustrating an example of the operation of the remote servicing system for the host of the present invention utilized by the server, as shown in  FIG. 2A . 
           [0016]      FIG. 3B  is a flow chart illustrating an example of the operation of the remote servicing system for the remote device of the present invention, as shown in  FIG. 2B . 
           [0017]      FIG. 4A  is a flow chart illustrating an example of the operation of the remote service call process of the present invention utilized by the server, as shown in  FIGS. 2A &amp; 3A . 
           [0018]      FIG. 4B  is a flow chart illustrating an example of the operation of the remote service call app for the remote device of the present invention, as shown in  FIG. 2B . 
           [0019]      FIG. 5  is a flow chart illustrating an example of the operation of the locate process that is utilized in the remote servicing system of the present invention, as shown in  FIGS. 2A ,  3 A &amp;  4 A. 
           [0020]      FIG. 6  is a flow chart illustrating an example of the operation of select service process that is utilized in the remote servicing system of the present invention, as shown in  FIGS. 2A ,  3 A &amp;  4 A. 
           [0021]      FIG. 7  is a flow chart illustrating an example of the operation of billing process that is utilized in the remote servicing system of the present invention, as shown in  FIGS. 2A ,  3 A &amp;  4 A. 
           [0022]      FIG. 8  is a flow chart illustrating an example of the operation of sales/service process that is utilized in the remote servicing system of the present invention, as shown in  FIGS. 2A ,  3 A &amp;  4 A. 
           [0023]      FIG. 9  is a flow chart illustrating an example of the operation of remote interaction process that is utilized in the remote servicing system of the present invention, as shown in  FIGS. 2A ,  3 A &amp;  4 A. 
           [0024]      FIG. 10A  is a flow chart illustrating an example of the operation of the policy process the host of the present invention utilized by the server, as shown in  FIGS. 2A &amp; 3A . 
           [0025]      FIG. 10B  is a flow chart illustrating an example of the operation of the policy app for the remote device of the present invention, as shown in  FIG. 2B . 
           [0026]      FIG. 11  is a flow chart illustrating an example of the operation of the quote process that is utilized in the remote servicing system of the present invention, as shown in  FIGS. 2A ,  3 A &amp;  10 A. 
           [0027]      FIG. 12  is a flow chart illustrating an example of the operation of admin process that is utilized in the remote servicing system of the present invention, as shown in  FIGS. 2A ,  3 A &amp;  10 A. 
           [0028]      FIG. 13  is a flow chart illustrating an example of the operation of asset/claim process that is utilized in the remote servicing system of the present invention, as shown in  FIGS. 2A ,  3 A &amp;  10 A. 
           [0029]      FIG. 14  is a flow chart illustrating an example of the operation of agent interaction process that is utilized in the remote servicing system of the present invention, as shown in  FIGS. 2A ,  3 A &amp;  10 A. 
           [0030]      FIG. 15  is a flow chart illustrating an example of the operation of the intelligent routing process that is utilized in the remote servicing system of the present invention, as shown in  FIGS. 2A &amp; 8A . 
       
    
    
       [0031]    The detailed description explains the preferred embodiments of the invention, together with advantages and features, by way of example with reference to the drawings. 
       DETAILED DESCRIPTION OF THE INVENTION 
       [0032]    The present invention may be understood more readily by reference to the following detailed description of the invention taken in connection with the accompanying drawing figures, which form a part of this disclosure. It is to be understood that this invention is not limited to the specific devices, methods, conditions or parameters described and/or shown herein, and that the terminology used herein is for the purpose of describing particular embodiments by way of example only and is not intended to be limiting of the claimed invention. 
         [0033]    The invention described hereafter is applicable on all remote devices connected to a server hosting the remote servicing system and method of the present invention. While described below with respect to a single computer, the system and method for a webpage build system is typically implemented in a networked computing environment in which a number of computing devices communicate over a local area network (LAN), over a wide area network (WAN), or over a combination of both LAN and WAN. 
         [0034]    In one embodiment, a user downloads application from Apple app store, Android Market, Amazon App store, direct email download, or from hosted web site to their mobile device, tablet, or computer. The application is opened by pressing on the touch screen on the device or clicked on with input device. Upon first launch of the application the application check to see what type of device it has been installed on and prompts user for geolocation access if device contains geolocation device such as a GPS receiver. If the GPS receiver is available and finds a valid location it passes on the information via cellular wi-fi or communications network (further referred to as network) to a geolocation server which cross checks the location to available services in the area. If the GPS receiver is unavailable or user opts to not allow this feature, the user is prompted via the device with a visual prompt on to enter the zip code of their service address. The zip code information is sent to a service cloud server via the network hosting a database of zip codes and service providers. 
         [0035]    The list of services available in the area is passed on to the user in a list form of selectable icons or words of service providers. The user selects the icon or name of the provider in which they wish to connect and that selection is sent to the service cloud server. If the provider the user selects does not subscribe to the service, the user is prompted with a message requesting the service provider add support via the application. The user is presented with a preselected message requesting their service provider to add support. The user is also then presented with companies that do utilize the application in their area for subscribing to a new service. 
         [0036]    The service cloud server returns a response to the application to prompt the user to enter the identification number of the account. If the user is unable to provide the account ID number a look-up service is available to utilize the account owners SSN number and birthday. The users IP address is also an authentication option if the subscriber is connected via WIFI. The service cloud server sends a request to a local server to provide a list array of subscribed or available services. The user chooses from the list and assuming an available, but not subscribed service is chosen they are routed to a sales lobby. The sales screen allows them to add or delete services on their account. 
         [0037]    The user selects a service in which they need help with by pressing the word or icon of the service. The server checks to see if the account is current simultaneously while the user is presented the options, if an account is not current the user is routed to a billing screen. The user is able to make a payment to restore services and after the payment has been processed the user receives a message that the services will be restored. An order message is transmitted to the service provider to restore services. The order message could be machine to machine and restore the services automatically or could be a manual process. 
         [0038]    If the account is current, the user is connected to a virtual lobby and routed to wait for support personnel to assist them. Messages to the lobby are available that indicate known physical issues in the service territory such as local or global outages. Messages for sales are also available to upgrade services such as adding premium channels. 
         [0039]    The user is able to schedule an appointment for in real time collaboration with the sales representative identifying the appropriate equipment to interact with the users equipment including cables, remotes. The sales representative is able to view the equipment and identify and up sell services such as wireless connectivity. The account representative engages the user in a virtual private room and assists them by utilizing the camera on the device to visually support the needs of the user. The user has the ability to control the audio by activating the audio and the video by activating or disabling the video and controlling the light (if available) of the device via on screen controls. 
         [0040]    The support representative utilizes a desktop application to connect into the lobby and private room via user name and password on the video sharing server. The support representative communicates to the user via the speaker of the device or a text field of a chat session based on the preference of the user. The video sharing server records the audio and video of the issue and is available for review to the field technician who is dispatched to the site to repair an issue that the user is unable to repair. Users can also initiate a support session for self installation or continuance of a session via a key code. The key code has been created by the sales or service technician and assigned to that order. This session information is initiated over a phone dialog or text chat support session where the subscriber has contacted the service provider for support or sales. The key code is generated for support for a self installation session and is embedded in a qr code or manually entered. Users log in to the application using the key code and are directly connected to a lobby to be met by a support representative. 
         [0041]    In an alternative embodiment, the policy holder initiates application via mobile device with camera. User agrees that the content will be recorded. Policy holder enters account number or identification login or key code. Identification number is sent to server and checked for status of policy. The server returns a response asking the user to select whether to use the camera for a new quote or for a claim. The Policy holder then uses the device to provide video that is recorded by the remote server with the assistance of the Insurance Representative prompting for detail. The user is able to enable the flashlight while recording the information. 
         [0042]    In another alternative embodiment, a rear view camera and light is utilized both during the interaction for troubleshooting and for policy adjustment. The software on the host is also capable of controlling the light during interaction for troubleshooting and for policy adjustment. 
         [0043]    Referring now to the drawings, in which like numerals illustrate like elements throughout the several views.  FIG. 1  illustrates an example of the basic components of a system  10  using the remote servicing system used in connection with the preferred embodiment of the present invention. The system  10  includes a server  11  and the remote devices  15 ,  17 - 19  or  21  that utilize the remote servicing system of the present invention. 
         [0044]    Each remote device  15 ,  17 - 19  has applications and can have a local database  16 . Server  11  contains applications, and a database  12  that can be accessed by remote device  15 ,  17 - 19  via connections  14 (A-C), respectively, over network  13 . The server  11  runs administrative software for a computer network and controls access to itself and database  12 . The remote device  15 ,  17 - 19  may access the database  12  over a network  13 , such as but not limited to: the Internet, a local area network (LAN), a wide area network (WAN), via a telephone line using a modem (POTS), Bluetooth, WiFi, cellular, optical, satellite, RF, Ethernet, magnetic induction, coax, RS-485, the like or other like networks. The server  11  may also be connected to the local area network (LAN) within an organization (i.e. a university or industrial complex). 
         [0045]    The remote device  15 ,  17 - 19  may each be located at remote sites. Remote device  15 ,  17 - 19  include but are not limited to, PCs, workstations, laptops, handheld computer, pocket PCs, PDAs, pagers, WAP devices, non-WAP devices, cell phones, palm devices, printing devices and the like. Included with each remote device  15 ,  17 - 19  is an ability to obtain images of the client. In the remote device  15 , there is a special camera for capturing images of devices to be serviced. In remote devices  17  and  18 , they are maybe integrated cameras for acquiring images of the devices to be serviced or the ability to download photographs of devices to be serviced in a digital form. 
         [0046]    Thus, when a user at one of the remote devices  15 ,  17 - 19  desires to access remote servicing services status from the database  12  at the server  11 , the remote device  15 ,  17 - 19  communicates over the network  13 , to access the server  11  and database  12 . 
         [0047]    Third party vendors computer systems  21  and databases  22  can be accessed by the remote servicing system  100  on server  11  in order to access product offerings and ordered products. Data that is obtained from third party vendors computer system  21  and database  22  can be stored on server  11  and database  12  in order to provide later access to the user on remote devices  15 ,  17 - 19 . It is also contemplated that for certain types of data that the remote devices  15 ,  17 - 19  can access the third party vendors computer systems  21  and database  22  directly using the network  13 . 
         [0048]    Illustrated in  FIG. 2A  is a block diagram demonstrating an example of server  11 , as shown in  FIG. 1 , utilizing the remote servicing system  100  of the present invention. Server  11  includes, but is not limited to, PCs, workstations, laptops, PDAs, palm devices and the like. Illustrated in  FIG. 2B  is an example demonstrating a remote devices  15 ,  17 - 19  utilizing the remote servicing app  500  of the present invention. The processing components of the third party vendors computer systems  21  are similar to that of the description for the server  11  ( FIG. 2A ). 
         [0049]    Generally, in terms of hardware architecture, as shown in  FIG. 2A , the server  11  include a processor  41 , memory  42 , and one or more input and/or output (I/O) devices (or peripherals) that are communicatively coupled via a local interface  43 . The local interface  43  can be, for example but not limited to, one or more buses or other wired or wireless connections, as is known in the art. The local interface  43  may have additional elements, which are omitted for simplicity, such as controllers, buffers (caches), drivers, repeaters, and receivers, to enable communications. Further, the local interface  43  may include address, control, and/or data connections to enable appropriate communications among the aforementioned components. 
         [0050]    The processor  41  is a hardware device for executing software that can be stored in memory  42 . The processor  41  can be virtually any custom made or commercially available processor, a central processing unit (CPU), data signal processor (DSP) or an auxiliary processor among several processors associated with the server  11 , and a semiconductor based microprocessor (in the form of a microchip) or a macroprocessor. Examples of suitable commercially available microprocessors are as follows: an 80×86 or Pentium series microprocessor from Intel Corporation, U.S.A., a PowerPC microprocessor from IBM, U.S.A., a Sparc microprocessor from Sun Microsystems, Inc, a PA-RISC series microprocessor from Hewlett-Packard Company, U.S.A., or a 68xxx series microprocessor from Motorola Corporation, U.S.A. or an ARMvX microprocessor licensed from ARM Holdings, U.K 
         [0051]    The memory  42  can include any one or combination of volatile memory elements (e.g., random access memory (RAM, such as dynamic random access memory (DRAM), static random access memory (SRAM), etc.)) and nonvolatile memory elements (e.g., ROM, erasable programmable read only memory (EPROM), electronically erasable programmable read only memory (EEPROM), programmable read only memory (PROM), tape, compact disc read only memory (CD-ROM), disk, diskette, cartridge, cassette or the like, etc.). Moreover, the memory  42  may incorporate electronic, magnetic, optical, and/or other types of storage media. Note that the memory  42  can have a distributed architecture, where various components are situated remote from one another, but can be accessed by the processor  41 . 
         [0052]    The software in memory  42  may include one or more separate programs, each of which comprises an ordered listing of executable instructions for implementing logical functions. In the example illustrated in  FIG. 2A , the software in the memory  42  includes a suitable operating system (O/S)  49  and the remote servicing system  100  of the present invention. As illustrated, the remote servicing system  100  of the present invention comprises numerous functional components including, but not limited to, the remote service call process  120 , and policy process  240 . The remote service call process  120  further includes, but is not limited to, the locate process  140 , select service process  160 , billing process  180 , sales/service process  200  and remote interaction process  220 . The policy process  240  further includes, but is not limited to a quote process  260 , admin process  280 , asset/claim process  300  and agent interaction process  320 . 
         [0053]    A non-exhaustive list of examples of suitable commercially available operating systems  49  is as follows (a) a Windows operating system available from Microsoft Corporation; (b) a Netware operating system available from Novell, Inc.; (c) a Macintosh operating system available from Apple Computer, Inc.; (d) a UNIX operating system, which is available for purchase from many vendors, such as the Hewlett-Packard Company, Sun Microsystems, Inc., and AT&amp;T Corporation; (e) a LINUX operating system, which is freeware that is readily available on the Internet; (f) a run time Vxworks operating system from WindRiver Systems, Inc.; or (g) an appliance-based operating system, such as that implemented in handheld computers or personal data assistants (PDAs) (e.g., Symbian OS available from Symbian, Inc., PalmOS available from Palm Computing, Inc., and Windows CE available from Microsoft Corporation). 
         [0054]    The operating system  49  essentially controls the execution of other computer programs, such as the remote servicing system  100 , and provides scheduling, input-output control, file and data management, memory management, and communication control and related services. However, it is contemplated by the inventors that the remote servicing system  100  of the present invention is applicable on all other commercially available operating systems. 
         [0055]    The remote servicing system  100  may be a source program, executable program (object code), script, or any other entity comprising a set of instructions to be performed. When a source program, then the program is usually translated via a compiler, assembler, interpreter, or the like, which may or may not be included within the memory  42 , so as to operate properly in connection with the O/S  49 . Furthermore, the remote servicing system  100  can be written as (a) an object oriented programming language, which has classes of data and methods, or (b) a procedure programming language, which has routines, subroutines, and/or functions, for example but not limited to, C, C++, C#, Pascal, BASIC, API calls, HTML, XHTML, XML, ASP scripts, FORTRAN, COBOL, Perl, Java, ADA, .NET, and the like. 
         [0056]    The I/O devices may include input devices, for example but not limited to, a mouse  44 , keyboard  45 , scanner (not shown), microphone (not shown), etc. Furthermore, the I/O devices may also include output devices, for example but not limited to, a printer (not shown), display  46 , etc. Finally, the I/O devices may further include devices that communicate both inputs and outputs, for instance but not limited to, a NIC or modulator/demodulator  47  (for accessing remote devices, other files, devices, systems, or a network), a radio frequency (RF) or other transceiver (not shown), a telephonic interface (not shown), a bridge (not shown), a router (not shown), etc. 
         [0057]    If the server  11  is a PC, workstation, intelligent device or the like, the software in the memory  42  may further include a basic input output system (BIOS) (omitted for simplicity). The BIOS is a set of essential software routines that initialize and test hardware at startup, start the O/S  49 , and support the transfer of data among the hardware devices. The BIOS is stored in some type of read-only-memory, such as ROM, PROM, EPROM, EEPROM or the like, so that the BIOS can be executed when the server  11  is activated. 
         [0058]    When the server  11  is in operation, the processor  41  is configured to execute software stored within the memory  42 , to communicate data to and from the memory  42 , and generally to control operations of the server  11  are pursuant to the software. The remote servicing system  100  and the O/S  49  are read, in whole or in part, by the processor  41 , perhaps buffered within the processor  41 , and then executed. 
         [0059]    When the remote servicing system  100  is implemented in software, as is shown in  FIG. 2A , it should be noted that the remote servicing system  100  can be embodied in any computer-readable medium for use by or in connection with an instruction execution system, apparatus, or device, such as a computer-based system, processor-containing system, or other system that can fetch the instructions from the instruction execution system, apparatus, or device and execute the instructions. 
         [0060]    In the context of this document, a “computer-readable medium” can be any means that can store, communicate, propagate, or transport the program for use by or in connection with the instruction execution system, apparatus, or device. The computer readable medium can be, for example but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, device, propagation medium, or other physical device or means that can contain or store a computer program for use by or in connection with a computer related system or method. 
         [0061]    More specific examples (a nonexhaustive list) of the computer-readable medium would include the following: an electrical connection (electronic) having one or more wires, a portable computer diskette (magnetic or optical), a random access memory (RAM) (electronic), a read-only memory (ROM) (electronic), an erasable programmable read-only memory (EPROM, EEPROM, or Flash memory) (electronic), an optical fiber (optical), and a portable compact disc memory (CDROM, CD R/W) (optical). Note that the computer-readable medium could even be paper or another suitable medium, upon which the program is printed or punched (as in paper tape, punched cards, etc.), as the program can be electronically captured, via for instance optical scanning of the paper or other medium, then compiled, interpreted or otherwise processed in a suitable manner if necessary, and then stored in a computer memory. 
         [0062]    In an alternative embodiment, where the remote servicing system  100  is implemented in hardware, the remote servicing system  100  can be implemented with any one or a combination of the following technologies, which are each well known in the art: a discrete logic circuit(s) having logic gates for implementing logic functions upon data signals, an application specific integrated circuit (ASIC) having appropriate combinational logic gates, a programmable gate array(s) (PGA), a field programmable gate array (FPGA), etc. 
         [0063]    Illustrated in  FIG. 2B  is a block diagram demonstrating an example of functional elements in the remote device  15 ,  17 - 19 , that enables access to the remote servicing app  500  of the present invention, as shown in  FIG. 2A . The remote devices  15 ,  17 - 19  provides access to the remote servicing system  100  of the present invention on server  11  and database  12  using the remote servicing app  500 , including for example, but not limited to an Internet browser. The information accessed in server  11  and database  12  can be provided in the number of different forms including but not limited to ASCII data, WEB page data (i.e. HTML), XML or other type of formatted data. 
         [0064]    Included with each remote device  15 ,  17 - 19  is an ability to obtain images of the client. In the remote device  15 , there is a camera  58  for capturing images of client  20 . In remote devices  17  and  18 , they are maybe integrated cameras  58  for acquiring images of the client or the ability to download photographs of client  20  in a digital form. 
         [0065]    As illustrated, the remote device  15 ,  17 - 19  and  21  are similar to the description of the components for server  11  described with regard to  FIG. 2A . Hereinafter, the remote devices  15 ,  17 - 19  that will be referred to as remote devices  15  for the sake of brevity. 
         [0066]      FIG. 3A  is a flow chart illustrating an example of the operation of the remote servicing system  100  of the present invention utilized by the server  11 , as shown in  FIGS. 1 and 2A . The remote servicing system  100  shows the combined embodiments of the service call process and the policy process. It is understood that normally only the service call process or the policy process would be active in the remote servicing system  100 . However, for illustration purposes, the remote servicing system  100  shows both of the embodiments of the service call process and policy process together. 
         [0067]    The remote servicing system  100  of the present invention provides a support representative the ability to utilize a desktop application to connect into the lobby and private room via user name and password on the video sharing server. The support representative communicates to the user via the speaker of the device or a text field of a chat session based on the preference of the user. The video sharing server records the audio and video of the issue and is available for review to the field technician who is dispatched to the site to repair an issue that the user is unable to repair. 
         [0068]    First at step  101 , the remote servicing system  100  is initialized. This initialization includes the startup routines and processes embedded in the BIOS of the server  11 . The initialization also includes the establishment of data values for particular data structures utilized in the remote servicing system  100 . 
         [0069]    At step  102 , the remote servicing system  100  waits to receive an action request. After receiving an action request at step  102 , the remote service system  100  determines if the action to be performed is a remote service call at step  103 . If it is determined in step one of three that the action to be performed is a remote service call, then the remote servicing system  100  performs the service call process at step  104 . This service call process is here and find it further detail with regard  FIG. 4A . After performing the service call process, the remote servicing system  100  returns to wait to receive an action request at step  102 . 
         [0070]    However, if it is determined at step  103  that the action request is not a remote service call, then the remote servicing system  100  determines if the action request is a policy action at step  105 . If it is determined at step  105  that the action request is a policy action, then the remote servicing system  100  performs the policy process at step  106 . The policy process herein defined in further detail with regard  FIG. 10A . After performing the policy process, the remote servicing system  100  returns to wait to receive an action request at step  102 . 
         [0071]    However, if it is determined at step  105  that the action request is not a policy action, then the remote servicing system  100  determines if the action request is a intelligent routing action at step  111 . If it is determined at step  111  that the action request is a intelligent routing action, then the remote servicing system  100  performs the intelligent routing process at step  112 . After performing the intelligent routing process, the remote servicing system  100  returns to wait to receive an action request at step  102 . 
         [0072]    However, if it is determined at step  111  that the action request is not a intelligent routing, then the remote servicing system  100  determines if the action request is a miscellaneous action at step  113 . If it is determined at step  113  that the action request is a miscellaneous action, then the remote servicing system  100  performs the miscellaneous process at step  114 . After performing the miscellaneous process, the remote servicing system  100  returns to wait to receive an action request at step  102 . 
         [0073]    However, if it is determined at step  113  that the action request is not a miscellaneous action, then the remote servicing system  100  determines if the action request is an exit action at step  115 . If it is determined at step  115  that the action request is an exit action, then the remote servicing system  100  exits at step  119 . 
         [0074]      FIG. 3B  is a flow chart illustrating an example of the operation of the remote servicing app  500  of the present invention utilized by the remote device  15 , as shown in  FIGS. 1 and 2B . The remote servicing app  500  shows the combined embodiments of the service call app and the policy app. It is understood that normally only the service call app or the policy app would be active in the remote servicing app  500 . However, for illustration purposes, the remote servicing system  100  shows both of the embodiments of the service call app and policy app together. 
         [0075]    The remote servicing app  500  of the present invention provides a user the ability to utilize a remote device  15  to connect into the lobby and private room via user name and password on the video sharing server. The user support representative communicates to the support representative via the speaker of the remote device  15  or a text field of a chat session on the remote device  15 , based on the preference of the user. The video sharing server records the audio and video of the issue and is available for review to the field technician who is dispatched to the site to repair an issue that the user is unable to repair. 
         [0076]    First at step  501 , the remote servicing app  500  is initialized. This initialization includes the startup routines and apps embedded in the BIOS of the server  11 . The initialization also includes the establishment of data values for particular data structures utilized in the remote servicing app  500 . 
         [0077]    At step  502 , the remote servicing app  500  waits to receive a action request. After receiving an action request at step  502 , the remote servicing app  500  determines if the action to be performed is a remote service call at step  503 . If it is determined in step one of three that the action to be performed is a remote service call, then the remote servicing app  500  performs the service call app at step  504 . This service call app is here and find it further detail with regard  FIG. 4B . After performing the service call app, the remote servicing app  500  returns to wait to receive a user&#39;s input of an action request at step  502 . 
         [0078]    However, if it is determined at step  503  that the action request is not a remote service call, then the remote servicing app  500  determines if the action request is a policy action at step  505 . If it is determined at step  505  that the action request is a policy action, then the remote servicing app  500  performs the policy app at step  506 . The policy app herein defined in further detail with regard  FIG. 10B . After performing the policy app, the remote servicing app  500  returns to wait to receive an action request at step  502 . 
         [0079]    However, if it is determined at step  505  that the action request is not a policy action, then the remote servicing app  500  determines if the action request is a miscellaneous action at step  511 . If it is determined at step  511  that the action request is a miscellaneous action, then the remote servicing app  500  performs the miscellaneous app at step  512 . After performing the miscellaneous app, the remote servicing app  500  returns to wait to receive an action request at step  502 . 
         [0080]    However, if it is determined at step  511  that the action request is not a miscellaneous action, then the remote servicing app  500  determines if the action request is an exit action at step  513 . If it is determined at step  513  that the action request is an exit action, then the remote servicing app  500  experts at step  519 . 
         [0081]      FIG. 4A  is a flow chart illustrating an example of the operation of the remote service call process  120  of the present invention utilized by the server  11 , as shown in  FIGS. 2A &amp; 3A . First, the remote service call process  120  waits for a user to initiate the application. Next, a welcome screen explaining the services provided is displayed. The remote service call process  120  then checks to see if the user input a key code. If the key code is input, then it is validated. If the key code is valid, then the customer is linked to a private session and the remote service call process  120  then skips to perform the remote interaction process below. However, if the key code is not input or is invalid, then the locate process is performed to determine the location of the service call. Next, the user selects the remote service to be performed from a list of service providers. At this time, the remote service call process checks to make sure that the users account is current. If the user&#39;s account is current, then the remote service call process  120  skips to perform the sales/service process. However, it is determined that the account is not current, and the remote service call process  120  performs the billing process in order to place the user&#39;s account into a current status. Next, the sales/service process is then performed. Next it is determined that the user has selected a service to be performed. If not, then the remote service call process  120  skips to see if there&#39;s more interaction with this user. However, it is determined that the user has selected a service to be performed, then the remote service call process  120  performs a remote interaction process. Last it is determined if there&#39;s more interaction with this user. If it is determined that there is more interaction with this user, then the remote service call process  120  returns to step one to wait for the user to initiate the application. However, if there is no more interaction with the user, the remote service call process then exits. 
         [0082]    First at step  121 , the remote service call process  120  is initialized. This initialization includes the startup routines and processes embedded in the BIOS of the server  11 . The initialization also includes the establishment of data values for particular data structures utilized in the remote service call process  120 . 
         [0083]    At step  122 , the remote service call process  120  waits to receive an action request. After receiving an action request at step  122 , the remote service call process  120  displays a welcome screen explaining the services provided, at step  123 . The remote service call process  120  then checks to see if the user input a key code at step  124 . If the key code is input, then it is validated, at step  125 . If the key code is valid, then the customer is linked to a private session at step  126 , and the remote service call process  120  then skips to step  137  to perform the remote interaction process. 
         [0084]    However, if it is determined at step  124  that the key code is not input or it is determined at step  125  that the key code is invalid, then the remote service call process  120  performs the locate process at step  131 . The locate process determines the location of the service call and is herein defined in further detail with regard  FIG. 5 . Next, the remote service call process  120  performs select service process at step  132 . The select service process enables the user to select the remote service to be performed from a list of service providers. The select service process is herein defined in further detail with regard  FIG. 6 . 
         [0085]    At step  133 , the remote service call process  120  checks to make sure that the users account is current. If the user&#39;s account is current, then the remote service call process  120  skips to step  135  to perform the sales/service process. However, if it is determined that the account is not current, then the remote service call process  120  performs the billing process in order to place the user&#39;s account into a current status at step  134 . The billing process enables the user to make their account. The billing process is herein defined for the detail with regard to  FIG. 7 . Next, the remote service call process  120  performs the sales/service process, at step  135 . The sales/service process enables the user to purchase a service or implement a service. The sales/service process herein defined in further detail with regard to  FIG. 8 . 
         [0086]    Next the remote service call process  120  determines if the user has selected a service to be performed at step  136 . If the remote service call process  120  determines that a user has not selected a service to be performed at step  135 , then the remote service call process  120  skips to step  138  to see if there&#39;s more interaction with this user. However, if it is determined that the user has selected a service to be performed at step  135 , then the remote service call process  120  performs a remote interaction process at step  137 . The remote interaction process enables the user to have remote interaction with a trained representative to assist the user with a service. 
         [0087]    At step  138 , it is determined if there&#39;s more interaction with this user. If it is determined that there is more interaction with this user, then the remote service call process  120  returns to step  122  to wait for the user to initiate the application. However, if it is determined that there is no more interaction with the user, the remote service call process  120  then exits at step  139 . 
         [0088]      FIG. 4B  is a flow chart illustrating an example of the operation of the remote service call app  600  for the remote device  15  of the present invention, as shown in  FIG. 2B . the remote service call app  600  prompts a user to indicate the location of the service call, enables a user to display a list of service providers in and around that location and enables the user to select a service from the selective service provider. 
         [0089]    First at step  601 , the remote service call app  600  is initialized. This initialization includes the startup routines and processes embedded in the BIOS of the remote device  15 . The initialization also includes the establishment of data values for particular data structures utilized in the remote service call app  600 . 
         [0090]    The remote service call app  600  then waits to receive an action request at step  602 . Next, a welcome screen explaining the services provided is displayed in the user is prompted to initiate an application from the icon displayed a welcome screen. To initiate some applications, the user must enter a valid key code when initiating the application from an icon at step  603 . The remote service call app  600  then prompts the user to input a key code if required. At step  604 , the remote service call app  600  prompts the user to enter a location for the service call in order to determine a location of the server  11  to provide services. Next come the remote service call app  600  accesses the location server  11  to display a list of the service providers to provide by the requested service call, at step  605 . 
         [0091]    At step  606 , the user is prompted to choose a provider from the list displayed at step  605 . After the user selects the provider to perform the service call at step  606 , the remote service call app  600  connects to the MSO (i.e. Multiple Service Operator) server  11  to display a list of services provided by that service provider. MSO&#39;s include but are not limited to, cable or telecommunications service providers. Next, the user selects a service to be performed, at step  612 . At step  613 , and user uploads the video/pictures to the video traffic server  11 . This is how the user is able to disclose the actual state of apparatus/device needing service. 
         [0092]    Last, it is determined if there is more interaction with this user. If it is determined that there is more interaction with this user, then the remote service call app  600  returns to step  602  to wait for the user to initiate the action request. However, if there is no more interaction with the user, the remote service call app  600  then exits. 
         [0093]      FIG. 5  is a flow chart illustrating an example of the operation of the locate process  140  that is utilized in the remote servicing system  100  of the present invention, as shown in  FIGS. 2A ,  3 A &amp;  4 A. locate process  140  utilizes a variety of different techniques to determine the location of where the service is to be provided. The different techniques to find the location of where the service is to be provided includes, but is not limited to GPS, zip code, cellular triangulation, input from the user and the like. 
         [0094]    First at step  141 , the locate process  140  is initialized. This initialization includes the startup routines and processes embedded in the BIOS of the server  11 . The initialization also includes the establishment of data values for particular data structures utilized in the locate process  140 . 
         [0095]    At step  142 , the locate process  140  receive an action request for geolocation allowance. Geolocation allowance enables the remote servicing system  100  to find the boundaries or distances from the location where the service to be provided and the service providers After receiving an action request at step  122 , the remote service call process  120  displays a welcome screen explaining the services provided, at step  123 . 
         [0096]    At step  143 , the locate process  140  determines if GPS is to be utilized for location determination. It is determined at step  143  that GPS is not to be utilized, then the locate process  140  then skips the step  151 . However, if it is determined at step  143  that GPS is to be utilized to determine a location of where the services to be provided, then the locate process  140  then determines if the hardware to be service is returning a GPS fix at step  144 . If it is determined at step  144  that the hardware did return a GPS location, then the locate process  140  then skips to step  146 . However, it is determined at step  144  that the hardware did not return a GPS fix, then the hardware times out of GPS at step  145  and proceeds to step  151 . 
         [0097]    At step  146 , the locate process  140  uses the GPS fix transmitted to a geolocation API (i.e. application programming interface). At step  147 , the GPS data is converted into a service area to determine a possible MSO. The locate process  140  then skips since  154 . 
         [0098]    At step  151 , the locate process prompts the user for MS though ZIP code. After receiving the ZIP code data from the user, the ZIP code data is communicated to the server  11  at step  152 . The server  11  matches the ZIP code received from the user against the server master list of possible MSOs that provide service at step  153 . 
         [0099]    At step  154 , the server  11  transmits the list of possible MSOs to the user to enable the user to select the MSO of choice. 
         [0100]    The locate process  140  then exits at step  159 . 
         [0101]      FIG. 6  is a flow chart illustrating an example of the operation of select service process  160  that is utilized in the remote servicing system  100  of the present invention, as shown in  FIGS. 2A ,  3 A &amp;  4 A. The select service process a  160  enables a user to select an MSO to provide a particular service. 
         [0102]    First at step  161 , the select service process  160  is initialized. This initialization includes the startup routines and processes embedded in the BIOS of the server  11 . The initialization also includes the establishment of data values for particular data structures utilized in the select service process  160 . 
         [0103]    At step  162 , the select service process  160  displays a list of MSOs to a user on the display screen. At step  163 , these select service process  160  enables a user to choose from a list of MSOs and the selection is transmitted to server  11 . Server  11  processes the selection and points to the MSO server to provide the service at step  164 . At step  165 , it is determined if the user is a supporter of the MSO selected. If it is determined at step  165  that the user is a supporter of the MSO selected, then the select service process  160  events gets to step  171 . However, it is determined in step  165  that the MSO selected by the user is not a supported MSO, then these select service process  160  sends a message to request the addition of the provider selected at step  166 . At step  167 , a message is generated and sent to operator of the remote service system  100  (i.e. Thruview LLC) to add the MSO selected at step  163 . At step  168 , the select service process  160  confirms to the user and sales offers to others of the newly added MSO. At step  169 , server  11  transmits the list of possible MSOs to the user and returns to display the list of MSOs at step  162 . 
         [0104]    At step  171 , a login screen is provided to the user. At step  172 , it is determined if the Internet protocol (i.e. IP) address of the user is a valid IP address. If it is determined in step  172  that the IP address is not valid for the user, then a select service process  160  skips to step  174 . However, if it is determined at step  172  that the IP address for the user is verified, then the IP address of the user is cross checked with the Internet service provider (ISP) for authentication. The select service process  160  then skips to step  179 . 
         [0105]    At step  174 , if it is determined at step  172  that the user IP address was not valid, then the user is prompted to enter the account number and phone number of the user&#39;s account. At step  175 , the account data is relayed to the MSO server. The MSO server then processes the login information at step  176 . 
         [0106]    The select service process  160  then exits at step  179 . 
         [0107]      FIG. 7  is a flow chart illustrating an example of the operation of billing process  180  that is utilized in the remote servicing system  100  of the present invention, as shown in  FIGS. 2A ,  3 A &amp;  4 A. the billing process  180  enables a user to display a bill amount due on a display screen, and pay a utilizing a variety of different payment methods. The payment methods include but are not limited to credit card payments, billing to telephone numbers, enabling payment over the phone and the like. 
         [0108]    First at step  181 , the billing process  180  is initialized. This initialization includes the startup routines and processes embedded in the BIOS of the server  11 . The initialization also includes the establishment of data values for particular data structures utilized in the billing process  180 . 
         [0109]    At step  182 , the billing process  180  displays an amount due on the display screen. At step  183 , it is determined if the user wishes to pay the bill with a credit card. If it is determined at step  183  that the user does not wish to pay by credit card, then the billing process  180  skips to step  191 . However, it is determined in step  183  that the user does wish to pay the bill by credit card, then the credit card and information is accepted in step  184 . In step  185 , it is determined if the payment amount is accepted. If it is determined in step  185  that the payment was accepted, then the billing process  180  events gets to step  194 . However, it is determined in step  185  that the payment was not accepted, and information about the billing issue is returned to be displayed to the user on a display screen at step  186 . The billing process  180  then returns to step  184  to except new or modified credit card information. 
         [0110]    At step  191 , the phone number of the location being billed is display. At step  192  it is determined if the communication device is a non-phone device (i.e. a tablet, laptop, desktop PC, or the like). If it is determined at step  192  that the communication device being utilized by the user is not a non-phone device, then the billing process  180  skips to step  197 . However, if it is determined that the communication device utilized by the user is a non-phone device, and a video connection is established for payment with billing at step  193 . 
         [0111]    At step  194 , the billing process  180  then determines if the restoration of services is to be established using a DAC plug-in. (i.e. Digital Addressable Controller) DACs are commonly made by Motorola and include a Motorola Cable Software program and server system which control set top boxes. Another type of DAC is a DNCS-Digital Network Control System made by Scientific Atlanta. 
         [0112]    If it is determined at step  194  that the restoration of services is to be accomplished using a DAC plug-in, then the billing process  180  skips to step  196 . However, if it is determined at step  195  that the restoration of services is not to be accomplished using a DAC plug-in, then the billing process  180  sends an e-mail to the local MSO to manually restore the connection to the credit card user war sends a message in application for confirmation that payment was made. The billing process  180  then would skip to step  199 . 
         [0113]    At step  196 , if the restoration of services via a back plug-in is to be performed, and the billing process  180  sends an e-mail to the local MSO to restore the connection of the credit card user or message in application for confirmation that payment has been received. The billing process  180  then would skip to step  199 . 
         [0114]    At step  197 , the phone dialer is initiated to collect the billing. In one embodiment, the phone dialer information is established for the user at time of service activation. In another embodiment, the phone dialer information is determined by location of the user and does service to be provided. At step  198 , a phone call of billing information is made to the local MSO to restore the connection. 
         [0115]    The billing process  180  then exits at step  199 . 
         [0116]      FIG. 8  is a flow chart illustrating an example of the operation of sales/service process  200  that is utilized in the remote servicing system  100  of the present invention, as shown in  FIGS. 2A ,  3 A &amp;  4 A. The sales/service process  200  enables the user to purchase a remote service or to initiate a remote service. 
         [0117]    First at step  201 , the sales/service process  200  is initialized. This initialization includes the startup routines and processes embedded in the BIOS of the server  11 . The initialization also includes the establishment of data values for particular data structures utilized in the sales/service process  200 . 
         [0118]    At step  202 , the sales/service process  200  returns a list to be displayed of possible services to be provided to a user. At step  203 , it is determined if the user chooses to initiate a service. If it is determined at step two and three that the user is not choosing to initiate a service, then the sales/service process  200  skips to step  211 . However, if it is determined at step two of three that the user did select to initiate a service, then that&#39;s service selected for initiation is transmitted to the MSO server at step  204 . At step two of five, the user receives a response from the MSO server. At step two is six, the user is connected into the lobby with detailed information and service needs to be performed by the intelligent routing process. The intelligent routing process is herein defined in further detail with regard to  FIG. 15 . The sales/service process  200  then skips the step  219 . 
         [0119]    At step  211 , the MSO sales representative acknowledges the user and enters the private chat room. At step to 12, the user allows camera, audio, recording and/or a text chat to be initiated. The MSO sales representative acknowledges the initiation of the camera, audio, recording and or text chat at step  213 . The MSO sales representative then takes the video survey for the services to be performed. The sales representative then uses the camera to capture the ID and equipment to be serviced at step  214 . 
         [0120]    At step  215 , the video, audio and text is transmitted to the appropriate service department to inform this service department of relevant connections and the equipment that will be needed for performing remote service. An order is generated and scheduled at step  216 . Confirmation is given via message to the user on the remote service call app  600 . 
         [0121]    The sales/service process  200  then exits at step  219 . 
         [0122]      FIG. 9  is a flow chart illustrating an example of the operation of remote interaction process  220  that is utilized in the remote servicing system  100  of the present invention, as shown in  FIGS. 2A ,  3 A &amp;  4 A. The remote interaction process  220  enables the interaction between the user and a remotely located service technician to resolve issues with the equipment to be serviced. 
         [0123]    First at step  221 , the remote interaction process  220  is initialized. This initialization includes the startup routines and processes embedded in the BIOS of the server  11 . The initialization also includes the establishment of data values for particular data structures utilized in the remote interaction process  220 . 
         [0124]    At step  222 , the remote interaction process  220  determines if the user allows remote interaction with a remotely located service technician to resolve issues with the equipment to be serviced. If the remote interaction process to 20 determines that the user does not allow remote interactions, and the remote interaction process to 20 then skips to step  239  to exit. 
         [0125]    However, it is determined at step  222  that the user does allow remote interactions, then the user enters a private chat room with a trained representative to assist the user with the service or services at step  223 . While in the remote private chat room, the user or the agent can control the camera, light, audio CD, video feed and text chat. At step  224 , it is determined if the interaction with the trained representative was able to resolve the current issue. If it is determined at step  224  that the current issue was not resolved, then the remote interaction process to 20 then skips the step  231 . However, if it is determined that the current issue was resolved, then the remote interaction process  220  closes the session in recording for future training. At step  226  the user is disconnected from the remote services system. A confirmation message is sent to the user notifying them that the system has logged them out at step  227 . The remote interaction process  220  then skips the step  239  to exit. 
         [0126]    At step  231 , after it is determined at step  224  that the current issue has not been resolved, then the current issue exists for further remedy and the recording session is closed and saved for future review. At step  232 , it is determined if the current issue requires a physical on-site presence of the technician. If it is determined at step  232  that the physical presence of a technician on-site is required, then the remote interaction process  220  sends a confirmation message to the user concerning the appointment time for the technician to provide on-site service. The remote interaction process  220  then skips the step  239  to exit. However, if it is determined at step  232  that the current issue does not require the physical on-site presence of a technician, and the equipment needed to correct the current issue issued to the customer or is made available for pickup with a key code for future login or set up of the equipment being sent. 
         [0127]    The remote interaction process  220  then exits at step  239 . 
         [0128]      FIG. 10A  is a flow chart illustrating an example of the operation of the policy process  240  of the present invention utilized by the server  11 , as shown in  FIGS. 2A &amp; 3A . The policy process  240  enables a user to acquire a quote for remote support, perform administration changes/modifications to the current policy or perform a claim process on an existing policy. 
         [0129]    First at step  241 , the policy process  240  is initialized. This initialization includes the startup routines and processes embedded in the BIOS of the server  11 . The initialization also includes the establishment of data values for particular data structures utilized in the policy process  240 . 
         [0130]    At step  242 , the policy process  240  make sure user to initiate the application from an icon. In a preferred embodiment, the icon is displayed on the remote device  15  for the user to engage. In alternative embodiments there are numerous other ways to initiate the process including, but not limited to requesting a policy action. After receiving a request from the user to perform the policy process, it is then determined if the user input the login key at step  243 . If it is determined at step  243  that the user did not input the login key, then the policy process  240  determines that the user wants to have a quote generated for a service policy. The policy process  240  then skips to step  248  to perform the quote process. The quote process is herein defined in further detailed with regard to  FIG. 11 . However, if it is determined at step  243  that the user did input the login key, then it is determined if the login key code was a valid login key at step  244 . 
         [0131]    If it is determined in step  234  that the user did not input a login key code was a valid login key, then the policy process  240  returns to repeat step  243 . However, if it is determined at step  244  that the login key code input was a valid login key, then the policy process  240  determines if the task performed is to be an administrative task, at step  245 . If it is determined in step  245  that the task to be performed is not an administrative task, then the policy process  240  skips to step  247 . However, if it is determined in step  245  that the task be performed is an administrative task, then the policy process  240  performs the admin process at the step  246 . The admin process is herein defined in further detail with regard to  FIG. 12 . After performing the admin process, the policy process  240  skips to step  251 . 
         [0132]    At step  247 , the policy process  240  performs the asset/claim process. The asset/claim process is herein defined in further detail with regard to  FIG. 13 . After performing the asset/claim process, the policy process  240  skips to step  251 . 
         [0133]    At step  251 , the policy process  240  determines if agent interaction is required. If it is determined that agent interaction is not required, then the policy process  240  skips to step  253 . However, if it is determined at step  251  that agent interaction is required, then the policy process  240  performs at the agent interaction process, at step  252 . The agent interaction process is herein defined in further detail with regard to  FIG. 14 . 
         [0134]    At step  253 , the policy process  240  then uses the new information (i.e. information from the quote process, admin process, or asset/claim process) to updates the database  12  and counting ballots is account at step  254 . At step  255 , the policy process  240  determines if there are more policies to be processed. If it is determined at step  255  that there are more policy to be processed, then the policy process  240  returns to repeat steps  242 - 255 . However, if it is determined that there are no more policies to be processed, then the policy process  240  exits at step  259 . 
         [0135]      FIG. 10B  is a flow chart illustrating an example of the operation of the policy app  700  for the remote device  15  of the present invention, as shown in  FIG. 2B . The policy app  700  enables a user to acquire a quote for remote support, perform administration changes/modifications to the current policy or perform a claim process on an existing policy. 
         [0136]    First at step  701 , the policy app  700  is initialized. This initialization includes the startup routines and processes embedded in the BIOS of the server  11 . The initialization also includes the establishment of data values for particular data structures utilized in the policy app  700 . 
         [0137]    At step  702 , the policy app  700  for the remote device  15  waits to receive an action request. Next, a welcome screen explaining the services provided is displayed in the user is prompted to initiate an application from the icon displayed a welcome screen at step  703 . At step  704 , the user enters a valid key code when initiating the application from an icon. The policy app  700  accesses the policy server  11  to display a list of the policy providers, at step  705 . 
         [0138]    At step  706 , the user is prompted to choose a whether the current action is with regard to a claim or quote. After the user selects the type of action with regard to a claim or quote, the policy app  700  connects to an agent to explain the claim or policy quote, at step  711 . Next, the user enters a private chat room with an agent at step  712 . In the private chat room, the agent assists with services that either the user or agent can control. The services that the user or agent can control include, but are not limited to, camera light, audio feed, video feed, text chat and the like. This is how the user and agent are able to disclose the actual state of apparatus/device needing a policy claim or policy quote. 
         [0139]    Last, it is determined if there is more interaction with this user, at step  713 . If it is determined that there is more interaction with this user, then the policy app  700  returns to step  702  to wait for the user to initiate the action request. However, if there is no more interaction with the user, the policy app  700  then exits at step  239 . 
         [0140]      FIG. 11  is a flow chart illustrating an example of the operation of the quote process  260  that is utilized in the remote servicing system  100  of the present invention, as shown in  FIGS. 2A ,  3 A &amp;  10 A. The quote process  260  enables a national call center to receive a contact from a user that wants to receive a new quote for a policy or complete a policy quote that was already initiated. Once the location of the user is determined, then the proper a regional office to handle the policy is determined. 
         [0141]    First at step  261 , the quote process  260  is initialized. This initialization includes the startup routines and processes embedded in the BIOS of the server  11 . The initialization also includes the establishment of data values for particular data structures utilized in the quote process  260 . 
         [0142]    At step  262 , the quote process  260  server  11  is initiated for sales. At step  263 , the zip code of the user is input. At step  264 , the ZIP code is used to determine which network region to route the potential sale. 
         [0143]    At step  265 , it is determined if the user wishes to generate a new quote for a policy. If it is determined at step  265  that a new quote is to be generated, then the quote process  260  then skips to step  273 . However, if it is determined in step  265  that a new quote is not to be generated, then the quote process  260  requests the user to enter a key code to a quote that needs to be completed at step  271 . At step  272 , the information and the user are routed to a agent affiliated with the key code. The quote process  260  then skips to step  279 . 
         [0144]    At step  273 , the quote process  260  determines a policy type that they user wishes to create. The policy types include, but are not limited to auto, home, business, life insurance services, and the like. Then, based upon the policy type selection, the information is routed to the agent supporting that policy type in the user&#39;s geographical region at step  274 . 
         [0145]    The quote process  260  then exits at step  279 . 
         [0146]      FIG. 12  is a flow chart illustrating an example of the operation of admin process  280  that is utilized in the remote servicing system  100  of the present invention, as shown in  FIGS. 2A ,  3 A &amp;  10 A. The admin process  280  enables a user to make a payment, and change address type information. 
         [0147]    First at step  281 , the admin process  280  is initialized. This initialization includes the startup routines and processes embedded in the BIOS of the server  11 . The initialization also includes the establishment of data values for particular data structures utilized in the admin process  280 . 
         [0148]    At step  282 , the admin process  280  determines if the user wishes to make a payment or a change address type information. If it is determined in step  282  that the user wants to change address type information, then the admin process  280  then skips to step  291 . However, is determined at step  282  that the user does not want to change address information, then it is determined that the user wants to make a payment. At step  283 , they user is instructed to take a picture of a check or credit card and upload that information to the admin process to me. At step  284 , the check or credit card is processed for payment. 
         [0149]    Step  285 , the admin process  280  determines if the payment was processed successfully. If it is determined that the payment was unsuccessfully processed, then the admin process  280  skips to step  287 . However, if it is determined at step  285 . Payment was processed successfully, then the admin process  280  e-mails a confirmation of the successful payment processing to the user. This e-mail confirmation is a receipt as evidenced to the successful payment processing. The admin process  280  then skips to step  299 . 
         [0150]    At step  287 , the admin process  280  generate a notice of denied payment that is e-mailed to the user. This e-mail is to put the user on notice that the payment was not successful and therefore at the policy may be canceled if payment is not received in a predetermined period of time. The admin process  280  then skips to step  299 . 
         [0151]    At step  291 , then admin process  280  displays a change address prompt. This enables the user to update their address information. After entering the change of address information, the admin process  280  confirmed the address update at step  292 . At step  293 , the admin process  280  displays the ZIP code change prompt. This enables a user to update their ZIP code information. After entering the change of ZIP code information, that admin process  280  confirms the ZIP code update at step  294 . 
         [0152]    The admin process  280  then exits at step  299 . 
         [0153]      FIG. 13  is a flow chart illustrating an example of the operation of asset/claim process  300  that is utilized in the remote servicing system  100  of the present invention, as shown in  FIGS. 2A ,  3 A &amp;  10 A. The asset/claim process  300  enables a user to document all their current assets protected by a policy. These records of assets may be added to, modified and removed. In one embodiment, pictures of each asset are input into the asset/claim process  300  in order to verify the assets, their serial numbers and the like. 
         [0154]    First at step  301 , the asset/claim process  300  is initialized. This initialization includes the startup routines and processes embedded in the BIOS of the server  11 . The initialization also includes the establishment of data values for particular data structures utilized in the asset/claim process  300 . 
         [0155]    At step  302 , the asset/claim process  300  determines if the user wants to modify the current records of the user&#39;s assets. If it is determined in step  302  that the user does not want to modify the current records of the user&#39;s assets, then the asset/claim process  300  then skips to step  311 . However, is determined at step  302  that the user does want to modify the current records of the user&#39;s assets, then the asset/claim process  300  displays all of the current asset records for the user at step  303 . At step  304 , it is determined if the user wishes to add one or more asset records to the asset/claim process  300 . If it is decided that the user does not wish to add any asset records, then the asset/claim process  300  skips to step  306 . However, if it is determined that the user does wish to add at least one asset record to the asset/claim process  300 , then the user is encouraged input the new asset data at step  305 . The asset/claim process  300  then skips to step  307 . 
         [0156]    At step  306 , the user is prompted to modify or remove old asset data records. These asset records are kept in order to have itemized list of those assets covered by a policy. 
         [0157]    At step  307 , the asset/claim process  300  displays all of the asset data records for the user. At step  308 , the asset/claim process  300  determines if the user wishes to modify more records regarding the user&#39;s assets. If it is determined in step  302  that the user does want to modify the current records of the user&#39;s assets, then the asset/claim process  300  then returns to repeat steps  304 - 308 . However, is determined at step  308  that the user does not want to modify the more records of the user&#39;s assets, then the asset/claim process  300  skips to step  319 . 
         [0158]    At step  311 , the asset/claim process  300  displays all the current assets for the user and any open claims. At step  312 , it is determined whether or not the user is contacting the remote servicing system  100  regarding a new claim. If it is determined at step  312  that the user is not contacting the remote servicing system  100  regarding a new claim, then the asset/claim process  300  skips to step  315 . However, if it is determined at step  312  that the user is contacting the remote servicing system  100  regarding a new claim, then the asset/claim process  300  gets the new claim number at step  313 . At step  314 , the user inputs the new claim data, and then the asset/claim process  300  skips to step  316 . 
         [0159]    At step  315 , the user inputs new data for an old claim. This new data for an old claim to be any relevant information including but not limited to estimates for repair, estimates for replacing and the like. 
         [0160]    At step  316 , the new data from the new policy or the old policy are sent to the claims department. 
         [0161]    At step  316 , the asset/claim process  300  then exits. 
         [0162]      FIG. 14  is a flow chart illustrating an example of the operation of agent interaction process  320  that is utilized in the remote servicing system  100  of the present invention, as shown in  FIGS. 2A ,  3 A &amp;  10 A. the agent interaction process  320  enables a user to connect to an agent to capture video, audio, text and the like information. 
         [0163]    First at step  321 , the agent interaction process  320  is initialized. This initialization includes the startup routines and processes embedded in the BIOS of the server  11 . The initialization also includes the establishment of data values for particular data structures utilized in the agent interaction process  320 . 
         [0164]    At step  322 , the agent interaction process  320  connects a user with a video agent with policy information gathered from a phone call, email or web query. The information collected and displayed is obtained from the database  12  at step  323 . Will be agent interaction process enables video asset analysis for VIN, assets, inventory of home for policy quote, ID registration and payment. It is understood that either the user or agent can control the video, camera or any other data capturing device. 
         [0165]    At step  325  and electronic signature of documents and insurance cards for proof of insurance are provided. At step  326 , the proofs of insurance cards are saved to preferences of the application for off-line use. The off-line use, may be, but is not limited to access by law enforcement to determine whether or not there is a insurance policy on a vehicle to be in compliance with state law. 
         [0166]    A. e-mail confirmation is generated and sent to the user as a receipt at step  327 . The agent interaction process  320  then exits at step  329 . 
         [0167]      FIG. 15  is a flow chart illustrating an example of the operation of the intelligent routing process  340  that is utilized in the remote servicing system  100  of the present invention, as shown in  FIGS. 2A ,  3 A &amp;  8 A. The intelligent routing process is one that determines if a user has contacted customer service agent previously for processing a claim, verifies that that agent is available and connect that agent to the customer if that customers desires. 
         [0168]    First at step  341 , the intelligent routing process  340  is initialized. This initialization includes the startup routines and processes embedded in the BIOS of the server  11 . The initialization also includes the establishment of data values for particular data structures utilized in the intelligent routing process  340 . 
         [0169]    At step  232 , the intelligent routing process  340  enables a user to contact customer service. At step  343 , the user enters the account information such as a phone number for tracking policies and claims. At step  344 , this server  11  references a valid account information utilizing the account info captured at step  343 . At step  345 , the intelligent routing process  340  checks the account information of the user against recent issues and agents handling those issues. 
         [0170]    At step  351 , it is determined is the user has had recent issues. If it is determined at step  351  that the user has not had recent issues, then the intelligent routing process  340  then skip to step  355 . However, if it is determined at step  351 , that the user has had recent issues, then the intelligent routing process  340  determines if the agent who previously assisted the user is available at step  352 . If it is determined at step  352  that the agent who previously assisted the user is available, then the intelligent routing process  340  then skip to step  355 . However, if it is determined at step  352  that the agent who previously assisted the user is available, then the intelligent routing process  340  determines if the user wants to contact that agent to discuss the recent issue. If it is determined at step  353  that the user does not wish to contact the agent who previously assisted user, then the intelligent routing process  340  then skip to step  355 . However, if it is determined at step  353  that the user does wish to contact the agent who previously assisted user, then the call is routed to that agent at step  354 . The intelligent routing process  340  then skips to step  359 . 
         [0171]    At step  355 , the call is routed to any other unavailable agent. 
         [0172]    The intelligent routing process  340  then exits at step  359 . 
         [0173]    Any process descriptions or blocks in flow charts should be understood as representing modules, segments, or portions of code which include one or more executable instructions for implementing specific logical functions or steps in the process, and alternate implementations are included within the scope of the preferred embodiment of the present invention in which functions may be executed out of order from that shown or discussed, including substantially concurrently or in reverse order, depending on the functionality involved, as would be understood by those reasonably skilled in the art of the present invention. 
         [0174]    It should be emphasized that the above-described embodiments of the present invention, particularly, any “preferred” embodiments, are merely possible examples of implementations, merely set forth for a clear understanding of the principles of the invention. Many variations and modifications may be made to the above-described embodiment(s) of the invention without departing substantially from the spirit and principles of the invention. All such modifications and variations are intended to be included herein within the scope of this disclosure and the present invention and protected by the following claims.

Technology Classification (CPC): 7