Automated firewall-compliant customer support resolution provisioning system

• Main Authors: Vijayvargiya, Divya, Dasar, Sundar, Rao, Sanjay, Kulkarni, Yogesh Prabhakar
• Format: Patent
• Language: English
• Published: 10.12.2019
• Subjects: CALCULATING; COMPUTING; COUNTING; ELECTRIC COMMUNICATION TECHNIQUE; ELECTRIC DIGITAL DATA PROCESSING; ELECTRICITY; PHYSICS; TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION

An automated firewall-compliant customer support resolution provisioning system includes a customer support system coupled to a customer device. The customer support system receives a first secure request from the customer device that identifies an event in the customer device and, in response, sends a first secure response through a firewall subsystem to the customer device within a first timeout period enforced by the firewall subsystem. The customer support system then determines event resolution information for the event. Subsequent to the first timeout period and based on the first secure response, the customer device sends a second secure request to the customer support system requesting the event resolution and the customer support system sends the event resolution information through the firewall subsystem to the customer device within a second timeout period enforced by the firewall subsystem. The customer device then utilizes the event resolution information to address the event.