Call Script Modification From User Troubleshooting Logs
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Solution Overview
Problem
Existing technical support services for computing devices are costly and inefficient, with users often requiring manual troubleshooting steps that can be repetitive and time-consuming, leading to increased costs and reduced customer satisfaction.
Innovation Solution
A method and system that monitors user actions on a computing device to create a troubleshooting log, which is transferred to a technical support service to modify a call script, allowing for efficient and targeted troubleshooting.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If a technical support service is called to troubleshoot a technical issue, then the issue can be resolved with expert guidance, but the cost of support services increases and the process becomes time-consuming
Solution Approach 1:
The system performs preliminary troubleshooting actions automatically by monitoring user actions and executing appropriate remediation steps before human intervention is needed. The troubleshooting log captures user actions and the system automatically determines and executes remediation actions, reducing the need for time-consuming human support interactions.
Solution Approach 2:
The computing device performs self-diagnosis and self-remediation by monitoring its own technical issues and user troubleshooting actions. The system automatically generates troubleshooting logs, determines appropriate remediation steps, and executes them without requiring continuous human support, enabling the device to service itself.
2Ease of operation
If manual troubleshooting steps are performed by users, then some issues can be resolved, but repetitive steps increase time consumption and reduce efficiency
Solution Approach 1:
The system implements feedback by monitoring user troubleshooting actions, logging them systematically, and using this information to determine subsequent remediation steps. The troubleshooting log provides feedback about what the user has already done, preventing repetition of steps and guiding the support process more efficiently.
Solution Approach 2:
The troubleshooting log acts as an intermediary between user actions and support personnel. It captures, structures, and transmits information about what the user has done, serving as a communication bridge that eliminates the need for repetitive verbal reporting and enables more efficient processing of troubleshooting information.
3Reliability
If comprehensive troubleshooting steps are performed, then technical issues can be thoroughly resolved, but the complexity and duration of the support process increases
Solution Approach 1:
The troubleshooting process is segmented into discrete, loggable actions that can be independently tracked and evaluated. Each user action is captured as a separate entry in the troubleshooting log, allowing the system to process and evaluate individual steps rather than treating the entire troubleshooting process as a monolithic complex task.
Solution Approach 2:
The system changes the state parameter of the troubleshooting process by transitioning from unstructured manual troubleshooting to structured automated monitoring. The troubleshooting log transforms raw user actions into structured data that can be automatically processed, changing the parameter of information organization from chaotic to systematic.
Data Source
AI summary
A computer program product and method include monitoring one or more actions performed by a user on a computing device that are directed to troubleshoot a technical issue occurring on the computing device, storing a troubleshooting log that includes the one or more actions performed by the user, transferring the troubleshooting log to a technical support service in association with a technical support session between the user and the technical support service. The technical support service may use at least one of the actions in the troubleshooting log to satisfy at least one of a plurality of steps in a call script that is used by the technical support service to troubleshoot the technical issue.