Patent ID: 11677642

Abstract:
An automated support system for local networks of connected devices has local network agents each comprising a digital processor, a memory, a local communications wireless interface for communicating locally with devices in the local network, and remotely with cloud-based servers. The servers include an interface for communicating with the local networks, and a recommendation engine programmed to dynamically communicate with the local network agents via the interface to capture support requests concerning devices and services, to perform work flow processing to generate a resolution for such support requests, and to communicate the resolution to the local network agent. The recommendation engine automatically generates a context for each support request, the context including historical resolution data for that local network, or device, or service. The interface and the local network agents perform local network synchronization with very low bandwidth overhead by the agents asynchronously generating and transmitting a signature to the interface to indicate status of all of the devices in their respective network. The recommendation engine has a series of components arranged to operate in sequence to process a support request.