Semi-Automatic Fault Diagnosis System for Communication Terminals
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Solution Overview
Problem
Existing systems for analyzing malfunctions in communication terminals operated in communication networks require significant personnel and expertise due to the complex interaction of device hardware and software, leading to high personnel costs and inefficiencies in diagnosing issues and determining warranty/guarantee claims.
Innovation Solution
A semi-automatic analysis system that uses a structured approach with graphic and acoustic signaling, dividing diagnostic categories into functional subareas and generating test procedures through an input and output dialog, allowing for reduced personnel requirements and improved diagnostic efficiency.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If a service agent is used for telephone communication and interaction with the customer to facilitate fault diagnosis, then the diagnostic process can be performed interactively, but personnel costs and the need for qualified personnel increase
Solution Approach 1:
The system enables self-service fault diagnosis through an automated computer-based interface that guides customers through diagnostic procedures without requiring service agents. The computer presents questions, processes answers, and guides the customer through the diagnostic process independently, eliminating the need for personnel interaction while maintaining comprehensive diagnostic capabilities
Solution Approach 2:
The patent replaces the mechanical system of human service agents with an automated computer-based diagnostic system. The computer executes diagnostic algorithms, processes customer responses, and provides guidance through software interfaces, substituting human intelligence and interaction with automated computational processes
2Measurement precision
If qualified personnel are deployed for analysis of malfunctions, then diagnostic accuracy improves, but personnel costs and training requirements increase
Solution Approach 1:
The system performs the diagnostic function that previously required trained personnel to execute, by automating the entire diagnostic process through computer-based procedures. The system maintains diagnostic accuracy through structured algorithms and comprehensive test sequences while eliminating the need for expensive trained personnel
Solution Approach 2:
The patent creates a virtual copy of the expert diagnostic process through software that replicates the decision-making logic and diagnostic procedures of qualified personnel. The computer system copies the knowledge and diagnostic approach of trained staff into programmable algorithms that can be executed without human intervention
3Measurement precision
If comprehensive testing procedures are implemented to determine warranty claims, then accuracy of warranty determination improves, but time required for analysis increases
Solution Approach 1:
The system performs preliminary actions by pre-programming comprehensive diagnostic procedures and test sequences that automatically execute in the correct order. The computer system has already prepared the diagnostic logic and testing protocols in advance, allowing comprehensive warranty determination without manual time investment
Solution Approach 2:
The patent replaces the time-consuming manual execution of comprehensive testing procedures with automated computer-based testing. The computer rapidly executes diagnostic tests, processes results, and determines warranty eligibility through automated logic, reducing analysis time while maintaining comprehensive testing coverage
Data Source
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AI summary
The method involves partially linking functional groups, diagnostic categories, testing categories and/or model groups. A test procedure consisting of one testing category and/or one diagnostic category is produced by a customer service facility i.e. shop, based on an input of one functional group and/or one model group. A display of the customer service facility is signalized. Functional regions of the functional groups, diagnostic categories and/or testing categories are divided into functional subregions. A device is provided for evaluation of tested malfunctions. An independent claim is also included for a system for semi-automatic analysis of a malfunction of a communication terminal of a client of a communication network operator and/or a communication service provider, for predetermining warranty and/or guarantee claims of the client related to the communication terminal and/or a communication service provided in a communication network, comprising a compilation device.