Augmented Reality Technical Support via Predictive Analysis
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Solution Overview
Problem
Traditional technical support methods, such as remote assistance, rely on accurate descriptions from users, which can be hindered by the user's inability to provide clear information about their environment or issues, leading to inefficiencies and increased costs with on-site support.
Innovation Solution
The use of augmented reality devices to collect visual, audio, and input data from users, which is then analyzed using predictive models to identify issues and provide step-by-step instructions through the device, enhancing the accuracy of issue identification and resolution.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of energy
If remote technical support is provided traditionally, then cost is reduced, but accuracy of issue identification deteriorates due to reliance on user description
Solution Approach 1:
The patent introduces an augmented reality device as an intermediary between the user and the technical support agent. This device captures images, videos, and audio from the user's environment and transmits them to the agent, who can then view the actual issue through the AR device's display. This intermediary mechanism eliminates the need for the user to accurately describe the problem while maintaining remote support cost-effectiveness.
2Measurement precision
If on-site technical support is provided, then accuracy of issue identification is improved, but cost increases significantly
Solution Approach 1:
The patent creates a visual copy of the user's physical environment by capturing images, videos, and audio through the augmented reality device's sensors. These copies are transmitted to the technical support agent, who can examine the issue in detail without being physically present. This copying approach achieves on-site support accuracy while maintaining remote support cost advantages.
3Measurement precision
If user provides detailed description of issue, then accuracy of support improves, but time required increases
Solution Approach 1:
The patent performs preliminary data collection by automatically capturing images, videos, and audio from the user's environment through the augmented reality device before the technical support conversation begins. This preliminary action eliminates the need for the user to spend time describing the issue in detail during the support interaction, as the data is already collected and available to the agent.
Data Source
AI summary
Various embodiments of the invention provide methods, systems, and computer program products for providing support to a party who is using an augmented reality device and seeking to resolve an issue. One or more pieces of information are obtained through the augmented reality device and a cause of the issue is identified by utilizing one or more predictive models and the pieces of information as input to the models. Once the cause has been identified, a script is queried that includes instructions to be performed by the party to address the cause and media to execute on the augmented reality device to aid the party in performing the instructions. Accordingly, the instructions and media are communicated to the party through the augmented reality device so that the party may perform the instructions with the aid of the media to address the cause of the issue.