Remote Controller Bug Reporting for CPE Devices
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Solution Overview
Problem
Current methods for customer-premise equipment (CPE) devices fail to detect and report user-observed issues, such as VOIP call failures and video jitters, as these problems often go undetected by the devices themselves, leading to cumbersome customer care calls and inefficient issue resolution.
Innovation Solution
A system and method that enables users to report problems using specific buttons on a remote controller, with the option for voice command support, allowing customer observations to be seamlessly logged with timestamps, and integrated into the regular logging ecosystem for further analysis.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If traditional automatic logging mechanisms are used in CPE devices, then device-detected issues are captured, but user-observed problems remain undetected
Solution Approach 1:
The patent introduces a remote controller as an intermediary device that bridges the gap between the user and the CPE device. The remote controller captures user observations through its microphone and communicates them to the CPE device, which then logs this information alongside automatic logs. This intermediary mechanism enables the system to capture both device-detected issues and user-observed problems that would otherwise remain undetected.
2Ease of operation
If manual customer care calls are used for bug reporting, then user observations can be communicated, but the process becomes cumbersome and inefficient
Solution Approach 1:
The patent implements a self-service bug reporting mechanism where the user simply presses a button on the remote controller to capture their observation. The system automatically records the user's statement, timestamps it, and logs it to the CPE device without requiring manual customer care calls. This self-service approach eliminates the cumbersome phone call process while preserving user observations, significantly reducing issue resolution time.
3Productivity
If automation ecosystem is advanced, then service delivery is efficient, but customer observations cannot be integrated into the automated logging
Solution Approach 1:
The patent establishes a feedback loop where the user's observation captured through the remote controller is immediately logged to the CPE device with a timestamp. This feedback mechanism integrates customer observations directly into the automated logging ecosystem, allowing the system to maintain high productivity while capturing crucial customer feedback data that would otherwise be lost in advanced automation environments.
Data Source
AI summary
A method and system are disclosed for capturing observations of customer-premise equipment or customer-provided equipment (CPE) devices. The method includes reporting a problem detect by a user during use of a customer-premise equipment or customer-provided equipment (CPE) device with one or more specific buttons on a remote controller; and entering the problem into a log with a timestamp.