SYSTEMS AND METHODS FOR EFFICIENTLY HANDLING APPLIANCE WARRANTY SERVICE EVENTS

An automated event management system for smart appliances residing at locations of owners and communicatively connected to respective smart-appliance event-reporting platforms includes a service response platform and an enterprise resource platform. The service response platform receives appliance e...

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Bibliographische Detailangaben
Hauptverfasser:	Mansfield Stephen K, Darfler Jay, Page Leah, Rote Zachary, Carter Jason
Format:	Patent
Sprache:	eng
Schlagworte:	CALCULATING COMPUTING COUNTING DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES ELECTRIC COMMUNICATION TECHNIQUE ELECTRICITY PHYSICS SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION
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Beschreibung
Zusammenfassung:	An automated event management system for smart appliances residing at locations of owners and communicatively connected to respective smart-appliance event-reporting platforms includes a service response platform and an enterprise resource platform. The service response platform receives appliance event messages from respective ones of the smart appliances and normalizes them into outbound service call requests having a standardized format and determines an appropriate responsive action to the outbound service call request by accessing data including past information and performing a triage to determine root failures. Based upon the determination a trade and replacement parts are selected. After repair information is gathered to diagnose that repair and improve the data for future use. The enterprise resource platform manages the service providers by scheduling service calls directly in calendars, by dispatching the providers, by selecting replacement parts and communicating with the owners regarding the service call, and by transmitting the service call data.