Patent Document ID: 8271401
Application ID: 12118976

Base Claim:
1. A method of delivering support services related to a chemical processing unit or units to a customer, wherein the chemical processing unit or units comprise a portion of at least one of a petroleum refinery, a petrochemical production plant, a chemicals purification plant, a natural gas processing unit, a gas separations unit, a refinery product blending unit, a bio-chemical production unit, a bio-fuel production unit, a fine chemicals production unit, an oil and gas production unit, and a pharmaceuticals production unit, the method comprising: providing interactive, computer-implemented support services to the customer during at least a portion of a lifespan of the unit or units, comprising: receiving a query related to at least one aspect associated with the unit or units from a requester; prompting the requester for information related to the query by presenting questions related to the query; receiving the information relating to the query from the requester by receiving responses to the questions, the responses comprising one of (i) yes; (ii) no; or (iii) uncertain; providing a diagram or illustration of the unit or units and prompting the requestor to select an element or component of the one or more units; receiving the selection of the element or component of the diagram or illustration; identifying one or more possible answers to the query based upon the query, the responses to the questions, and the selection of the element or component of the diagram or illustration; and providing the one or more possible answers to the requester.

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Claim 13:
13. The method of claim 1 , wherein the method of delivering support services further comprises: providing operational information in an electronic format to the requester.