A system that enables automatic reporting of malfunctions and errors.

Abstract

The invention relates to a system used for IPTV and OTT technology that improves the stability of interfaces bringing IPTV and OTT technology to user screens, allows for faster resolution of malfunctions, increases customer satisfaction, and enables users to quickly report any malfunctions or error codes occurring on clients providing viewing capabilities, all through the interface they are using.

Description

1 TARIFF A system that enables automatic reporting of malfunctions and errors. TECHNICAL AREA 5 The invention is used for IPTV and OTT technology, bringing IPTV and OTT technology to user screens. making the interfaces more stable, and resolving any malfunctions more quickly. User monitoring capabilities that enable problem resolution and improve customer satisfaction. If any malfunction or error code occurs on the clients providing the service, users should contact 10 It relates to a system where malfunctions can be quickly reported through the user interface. PREVIOUS TECHNIQUE Current practices use manual methods and numerous 15 It involves operational procedures. During this process, users report any malfunctions or errors they experience. They communicate their situations to service providers through call centers, and this communication During this process, error codes or details of the problem are usually communicated verbally. Manual This data entry-based process saves time for both users and call center employees. It is a sensitive and error-prone method. The service provider receives the error codes and user 20 It analyzes the information reported and forwards it to the relevant technical team. However, this Since additional checks and verifications are required for fault detection during the redirection phase, the process... This prolongs the process and negatively impacts customer satisfaction, especially in complex fault situations. In these scenarios, assigning the right team and identifying the problem can take a long time. This situation reduces operational efficiency. Considering these factors, manual 25 the method not only requires a high level of effort, but is also costly for businesses and It could be said that this is a solution that leads to a waste of time. As a result of research conducted in the literature, the application numbered “2022 / 013419” and “REAL- ROOT CAUSE IDENTIFICATION THAT PREDICTS FAULTS BASED ON TIMED ERROR LOGS 30 A Turkish patent application titled "SYSTEM" has been found. This application, each... In a system that generates log data providing information about various operations, any incoming requests... predicting whether or not a malfunction may occur and identifying the root cause of any malfunctions that do occur. Real-time error logs that improve service quality by enabling the identification of the causes of errors. It is related to a root cause detection system that predicts failures based on data. However, the 35 mentioned... The application uses IPTV and OTT technology, and the user uses IPTV and OTT technology. making the interfaces that bring the data to their screens more stable, and resolving any malfunctions more quickly. 2 This allows for the resolution of problems and increases customer satisfaction, and provides user monitoring. In case any malfunction or error code occurs on clients that provide the necessary capabilities with a system where users can quickly report malfunctions through the interface they use. No relevant evidence has been found. Ultimately, the problems mentioned above, which cannot be solved with current technology, are the subject of this technical analysis. This has made it necessary to make an innovation in the field. A BRIEF DESCRIPTION OF THE INVENTION The present invention aims to eliminate the aforementioned disadvantages and introduce new 10 technologies to the relevant technical field. a system that enables automatic reporting of malfunctions and errors in order to provide advantages It is related to. The main goal of the invention is to create more user-friendly interfaces that bring IPTV and OTT technology to user screens. to stabilize the situation, to resolve any malfunctions more quickly, customer 15 to increase satisfaction, any clients that provide monitoring capabilities to the user In case of a malfunction or error code, users can report the malfunctions through the service provider. The goal is to enable them to report it through the interface. All the objectives mentioned above and those that will emerge from the detailed explanation below are 20 The present invention is used for IPTV and OTT technology, to realize IPTV and OTT. making interfaces that bring technology to user screens more stable, This enables faster resolution of malfunctions and increases customer satisfaction. any malfunction or error codes in clients that provide monitoring capabilities to the user If malfunctions occur, users can report them through the interface they use. 25 It is a system whose characteristic is that it is the service provider, and the client from which the error or malfunction is received. User information and operational services belonging to the client, which is the service provider. MW, which hosts the service provider client, contains user monitoring videos. The CDN, through the software running within it, detects errors the user might encounter on the client side. If the user receives the service and presses the problem reporting button, the client logs for that user will be displayed. 30 Log collection involves retrieving CDN logs, MW logs, and error video and sending them to a database. the system, which communicates with the log collection system and in which logs and videos are recorded, as mentioned. a database, the analysis of data contained within the database, and the storage of historical data. The big data reporting unit provides recorded user data through its log collection system. Troubleshooting screen belonging to the relevant technical team, which enables the resolution of errors, troubleshooting 35 The error could not be resolved via the screens and was reported to the field teams. 3 In this case, field teams can foresee the relevant error beforehand and its status after resolution. in the field team display, troubleshooting display or field team display modules that he changed The error status change of the performed operations can be checked by the user through the fault tracking system located within the client. The IMP service management system informs the user by forwarding the information to the page regarding malfunctions or AI detects the error using methods determined by the service provider, without reporting the malfunction itself. It includes an artificial intelligence solution unit that enables it to be implemented. The best way to utilize the advantages of the existing invention, together with its structure and additional elements. For it to be understood, it must be considered together with the figures explained below. BRIEF DESCRIPTION OF THE FIGURES Figure 1 shows a system that enables the automatic reporting of malfunctions and errors, which is the subject of the invention. It is a representative illustration of the system. The drawings do not necessarily need to be scaled and are necessary for understanding the invention. Details that are not present may have been overlooked. Furthermore, at least to a large extent... Elements that are identical or at least have substantially identical functions are numbered the same. It is shown. REFERENCE NUMBERS 101. Client 201. Log collection system 301. MW 25 401. CDN 501. Database 601. Big Data Reporting Unit 701. Troubleshooting screen 801. Field team screen 30 901. IMP service management system 1001. Artificial intelligence solution unit DETAILED DESCRIPTION OF THE INVENTION 35 4 This detailed description explains the automatic reporting of malfunctions and errors that is the subject of the invention. a system that provides nothing more than a way to better understand the subject This is explained with examples that will not create a problem. A system that enables automatic reporting of malfunctions and errors, client (101), log 5 data collection system (201), MW (301), CDN (401), database (501), big data reporting unit (601), troubleshooting screen (701), field team screen (801), IMP service management system (901) It includes. The client (101) is the service provider, from whom the error or fault is received. It is an electronic device. The log collection system (201) runs through the software within it. The user receives an error via client (101) and presses the problem reporting button. 10 In this case, the user’s client (101) logs, CDN (401) logs, MW (301) logs and It is the system that retrieves the video of the error and sends it to the database (501). MW (Middleware) (301), user information and working information of the client (101) which is the service provider. It is the unit that houses the services. CDN (Content Delivery Network) (401) contains 15 user monitoring videos belonging to the client (101) which is the service provider. It is the server structure that hosts the database (501), log collection system (201) and communicates with it. These are servers in which logs and videos are recorded. Big data reporting unit (601), data analysis and storage of historical data within the database (501) It is the server structure that provides the troubleshooting screen (701), log collection system (201). This is the screen belonging to the relevant technical team that enables the resolution of recorded user errors. Field 20 Inability to resolve errors via team screen (801), troubleshooting screens (701) and field If the error is reported to the teams, this allows the field teams to foresee the error in advance and This is the screen where the status will be changed after the solution. IMP service management system (901), fault Error status of operations performed in solution screen (701) or field team screen (801) modules by notifying the user of the change to the fault tracking page located within the client (101) 25 It is a system that provides information. It also allows the service provider to report any malfunctions or errors to the user. using methods it will determine, the artificial intelligence will notify the user of the malfunction without the user reporting the malfunction itself. The AI ​​solution unit (1001) that will work behind the solution page that it will present It is located. A system that enables automatic reporting of malfunctions and errors, for IPTV and OTT services. The failures or errors experienced by the clients (101) of the providers are due to the existing techniques It provides a solution more quickly than existing methods. The invention addresses existing malfunctions or errors. In addition to providing solutions much faster depending on the structure, service providers It significantly reduces costs in the current process. Failures or errors are completely eliminated. Problems will arise between the user and the service provider due to the system being left to its own management. The number of errors is significantly reduced compared to the current structure. Compared to the current structure... Thanks to its autonomous structure, the system also increases customer satisfaction. It addresses malfunctions and errors. a system that enables automatic notification, the hardware that implements this system, and It is a system consisting of software. In this case, service providers are via clients (101). It provides faster and more customer-friendly solutions to the errors that occur. With a system that enables the automatic reporting of malfunctions and errors;  Service provider clients (101) receive an error or malfunction during use. User By pressing the problem report button on the device, the log collection system (201) It triggers the software.  Log collection system triggered by clients (101) (201), MW (301) logs, 10 client (101) logs, CDN (401) logs and video from client (101) screen The logging process begins with the software development that will be carried out. Log collection is initiated. After the process is completed on the relevant servers and client (101), the user's data It is added and sent to the database (501).  User logs and videos are saved to the database (501). 15 User errors are packaged for historical logging by the big data reporting unit. (601) and is sent to the troubleshooting screens (701).  Packaged errors transmitted to the troubleshooting screens (701) are forwarded to the relevant teams by the field team. The assignment is made via the screen (801). The relevant team provides a solution. Solution status update using IMP service management system (901) service 20 Provided to the client (101) for user information.  Implementing an AI-powered troubleshooting process without the user reporting their own malfunction. They can perform this operation via the interface whenever they want. The working diagram of the invention is briefly as follows; 25 User:  Report a malfunction,  Submit the fault notification information. Troubleshooting Module:  Identify the fault, 30  Start video recording, Video Recorder:  Record a video, Client (101) Log Collector:  Collect client (101) logs, 35  Package the logs, 6 MW (301) Log Collector:  Collect MW (301) logs, CDN Log Collector:  Collect CDN logs,  Package the logs, 5  Send the logs, Troubleshooting Teams:  Analyze the logs,  Provide a solution,  Send notification. 10 In a design of the invention, the error code, error message, and problem report are displayed on the screen where an error occurs. There is a button. The error message on the error screen states what the error is. In the fault reporting and logging process, new problems can be reported or existing problems can be updated. It can be tracked. This can be done via the "Start reporting a problem" button. Fault 15 Registered issues can be tracked from the status tracking screen. The screen shows the status of the malfunction. The stage it is in can be tracked via this screen. On this screen, the date, whether the fault was created or not, is displayed. whether it was created, whether the teams reviewed it, whether it was referred to the field team, There are confirmation and solution screens. The teams can access information about the malfunction from their screens. It is possible to access all logs from this screen. AI-assisted troubleshooting 20 On the troubleshooting screen, you can report the problem via message / voice message through an assistant. It is possible. The working principle of a system that enables automatic reporting of malfunctions and errors. as follows: 25 An error or malfunction occurs on the service provider clients (101). After the malfunction occurs The user clicks the "Report a problem" button and recreates the problem they are experiencing. Report a problem After pressing the button, logs for MW (301), CDN (401) and service provider client (101) The log collection system (201) software that will collect logs works. However, the service provider Starts recording the screenshot of the client (101). Recorded screenshot and 30 It enriches the logs with user information and sends them to the database (501) servers. Database (501) servers log the relevant logs for historical record big data reporting to the unit / servers (601) and troubleshooting screens to resolve user errors (701) is transmitted. The fault information received in bulk is resolved by the relevant teams. Field Issues that need to be communicated to the team are sent to the field team screen (801). 35 of the fault resolution processes The processes performed are communicated to the user via IMP (Integrated Management Platform). 7 Management Platform) service management system (901) to service provider clients (101) It is transmitted. Also, the IMP service management system (901) data logging database (501) servers are sent. It transmits information. In AI-assisted troubleshooting, the user encounters any problem. Error resolution using artificial intelligence software developed for direct troubleshooting without prior notification. It provides and records the relevant information about the transactions made in the database (501) 5 It transmits the information to its servers.

Claims

8 REQUESTS 1. Used for IPTV and OTT technology, bringing IPTV and OTT technology to user screens. making the interfaces more stable, and resolving any malfunctions more quickly. 5 enabling resolution and improving customer satisfaction, user monitoring any malfunction or error code occurs in clients (101) that provide the competencies In this case, users can report malfunctions through the interface they use. It is a system, and its characteristic is;  The client (101) from which the error or malfunction is received, which is the service provider, 10  User information and working services of the client (101) which is the service provider containing MW (301),  User monitoring videos belonging to the client (101) which is the service provider hosting CDN (401),  through the software run within it, the user can access the client (101) via 15 If an error occurs and the problem report button is pressed, the user's information will be displayed. client (101) logs, CDN (401) logs, MW (301) logs and error information Log collection system (201) which takes the video and sends it to the database (501),  Communicating with the log collection system (201), it contains logs and videos The database mentioned (501) in which it was recorded, 20  Data analysis and historical data found within the database (501) Big data reporting unit (601) that enables storage,  User errors recorded thanks to the log collection system (201) Troubleshooting screen (701) of the relevant technical team that enables the resolution of the problem,  If the error cannot be resolved via the troubleshooting screens (701) and field 25 If the error is reported to the teams, the field teams will identify the relevant error. field team that foresaw and changed its status after the solution screen (801),  made in the troubleshooting screen (701) or field team screen (801) modules The error status change of the operations is located in the user's client (101) 30 IMP service management system informs users by forwarding the fault tracking page. (901),  the user's malfunction or error is diagnosed using methods determined by the service provider, performed by artificial intelligence without reporting its own malfunction AI solution unit providing (1001) 35 It includes.

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