Automated Device Assistance via Remote Intermediary
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Solution Overview
Problem
Automated devices often encounter technical issues, such as jammed printers, that hinder user activity and require assistance, but existing systems lack efficient methods for real-time monitoring and assistance management across multiple devices.
Innovation Solution
A computing device system that accesses an activity assistance portal to provide status information for automated devices, allowing network connections for assistance and user authentication, and manages the transfer of assistance services between devices to resolve issues promptly.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If automated devices operate independently without real-time monitoring, then device complexity is reduced, but user assistance responsiveness deteriorates
Solution Approach 1:
The patent introduces a remote computing device as an intermediary between the automated device and the user. This intermediary receives status information from the automated device, processes it, and facilitates assistance connections, thereby improving responsiveness without requiring direct complex monitoring at the automated device itself.
Solution Approach 2:
The system implements feedback loops where status information about automated device operations is continuously monitored and communicated to users and support personnel. This feedback mechanism enables real-time detection of issues and coordinated assistance while maintaining manageable system complexity through structured information flow.
2Productivity
If multiple automated devices are monitored simultaneously, then productivity is improved, but loss of time for assistance management increases
Solution Approach 1:
The patent segments the monitoring and assistance management function across multiple independent computing devices. Each automated device reports to a central remote computing device, which then coordinates assistance. This segmentation allows simultaneous monitoring of multiple devices without creating a single point of time-consuming processing bottleneck.
Solution Approach 2:
The system performs preliminary actions by pre-establishing communication channels and status monitoring frameworks before issues arise. Automated devices continuously report their status, and the system pre-processes this information, so when assistance is needed, the infrastructure is already in place and ready for rapid response without time-consuming setup.
3Ease of operation
If network connections are established for assistance, then ease of operation is improved, but device complexity increases
Solution Approach 1:
The automated device initiates network connections for assistance autonomously based on its operational status and user needs. The system self-manages connection establishment, maintenance, and termination without requiring manual intervention, thereby improving ease of operation while containing complexity within the automated device's own control logic.
Solution Approach 2:
The remote computing device serves multiple functions including status monitoring, assistance coordination, network connection management, and user communication. By consolidating these functions into a single universal platform, the patent reduces overall system complexity while maintaining high ease of operation through centralized multi-functional capability.
Data Source
AI summary
A user may perform activities at an automated device having various technical features, such as a display, a printer, a camera, a microphone, a speaker, and other features used to perform activities at the automated device. During performance of an activity, the user may run into an issue and request assistance from an agent having a computing device (e.g., a portable computing device). Additionally or alternatively, the automated device may detect the issue and send a request for assistance to a computing device managing a transaction assistance portal or directly to the agent's computing device. The request may identify the user, the activity, and/or the issue, and the agent and his or her computing device may be used to resolve the issue. The agent's computing device may also be used to facilitate customer relationship management with the user.