Apparatuses, computer-implemented methods, and computer program products for improved selection and provision of operational support data objects

This invention creates an intelligent system for selecting and delivering operational support data objects, enabling organizations to provide more targeted, relevant assistance to customers and field personnel.

The Problem

Large service organizations manage complex operations across diverse environments, serving customers with varying needs and issues. Support teams must quickly identify which guidance, documentation, or resources will best help resolve customer problems, but face overwhelming volumes of potential support materials. Without intelligent selection mechanisms, support personnel may provide irrelevant information or miss critical guidance, leading to poor resolution outcomes and customer dissatisfaction. Additionally, manually maintaining and organizing support materials across distributed operations becomes increasingly difficult as organizations and product portfolios grow.

What This Invention Does

This patent describes computer-implemented methods and systems that intelligently select and deliver operational support data objects to users based on their specific circumstances, device configurations, and operational context. The system analyzes operational parameters and environmental factors to determine which support materials, diagnostics, or guidance will be most relevant and helpful for each situation. By automating this selection process, the system improves support efficiency and outcome quality.

Key Features

Contextual Data Analysis. The system analyzes operational parameters, device configurations, and situational factors to understand the specific context of each support need.

Intelligent Object Selection. Based on contextual analysis, the system identifies which support materials, diagnostics, or guidance objects will be most relevant and helpful for each user.

Personalized Delivery. Support materials are delivered in prioritized order with the most relevant information presented first, improving user efficiency.

Outcome Optimization. The system tracks which support interventions lead to successful resolution, continuously improving the selection algorithms over time.

Scalable Architecture. The approach scales across large portfolios of products, services, and support materials without requiring proportional increases in support staff.

Who Is Behind It?

Assurant Inc., a global provider of specialty insurance and warranty services, developed this invention with Mircea Ionescu, Patrick Scott McLaughlin, and Karni Jasrotia as inventors. The company’s focus on customer support and risk management positions it to benefit from improvements in support data delivery and operational decision-making.

Why It Matters

Customer support represents a significant operational cost and customer satisfaction driver for most service organizations. The classifications under H04L 12/28, G06F 11/34, and G06F 11/07 (network management, operational monitoring, and system diagnostics) reflect the technical sophistication required for intelligent support systems. As organizations increasingly seek to improve support efficiency while reducing costs, technologies that intelligently target support resources become increasingly valuable. The ability to scale personalized support across large distributed operations addresses a critical business challenge in modern service industries.

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AU 2026201479 was published in the Australian Official Journal of Patents on 19 March 2026 and is open for public inspection. Patent applications represent inventions that are sought to be protected and do not necessarily reflect commercially available products.

Related Concepts

Decision support systems automate the identification and delivery of relevant information to help users resolve problems efficiently. Knowledge management principles underpin these systems, ensuring that organisational expertise is captured, structured, and made accessible at the point of need. For service organisations like Assurant, intelligent support delivery directly impacts customer satisfaction and the cost of claims resolution.