Image Forming Log Summaries for Remote Fault Guidance
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Solution Overview
Problem
Customer service centers face difficulties in providing effective guidance for resolving issues with image forming apparatuses when necessary information cannot be acquired from users, leading to increased burden on technical representatives.
Innovation Solution
The image forming apparatus is equipped with a reception unit to receive abnormality information, a related log extraction unit to extract relevant log information, a feature extraction unit for pattern matching, and an output unit to generate and provide a log summary, enabling the apparatus to autonomously assist in troubleshooting.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If the customer service center relies on information provided by the user to diagnose issues, then the troubleshooting process requires user participation, but the guidance cannot be provided effectively when the user cannot provide necessary information
Solution Approach 1:
The image forming apparatus autonomously extracts and transmits relevant log information to the customer service center without requiring user participation. The system performs self-diagnosis by automatically identifying abnormality information and extracting related logs, enabling the customer service center to provide guidance based on apparatus-generated data rather than user-provided information.
Solution Approach 2:
The apparatus pre-extracts and stores log information that may be relevant to potential abnormalities. When an abnormality is detected, the system has already prepared the related log information for immediate transmission to the customer service center, eliminating the need for users to manually gather or provide information during the troubleshooting process.
2Loss of information
If all log information is transmitted to the customer service center, then complete diagnostic data is available, but the data transmission volume and processing burden increase significantly
Solution Approach 1:
The system extracts only the specific log information that is relevant to the detected abnormality. The extraction unit identifies and separates the abnormality information from the entire log database, then extracts only the related logs necessary for diagnosis. This selective extraction provides complete diagnostic information for the specific issue while minimizing unnecessary data transmission.
Solution Approach 2:
The log information is segmented into abnormality information and related log information based on their relevance to the detected issue. The system divides the complete log dataset into relevant and irrelevant portions, transmitting only the segmented relevant portion to the customer service center, thereby reducing data volume while maintaining diagnostic completeness.
3Measurement precision
If technical representatives handle all troubleshooting cases, then accurate diagnosis is achieved, but the operational burden and response time increase
Solution Approach 1:
The image forming apparatus performs preliminary self-diagnosis by automatically detecting abnormalities and extracting relevant log information. This self-service capability prepares diagnostic data in advance, allowing the customer service center to handle routine cases without requiring technical representative intervention, thereby reducing their burden while maintaining diagnosis accuracy for complex cases.
Solution Approach 2:
The system provides structured feedback to the customer service center by transmitting organized log information with identified abnormalities. This feedback mechanism enables customer service representatives to make informed decisions and provide accurate guidance for common issues, reducing the need for technical representative escalation and improving overall response efficiency.
Data Source
AI summary
An image forming apparatus includes a reception unit that receives abnormality information indicating that an operation of the image forming apparatus is abnormal, a related log extraction unit that extracts related log information, which is predetermined to have a high relevance to the abnormality information received by the reception unit, from log information of the image forming apparatus, a feature extraction unit that extracts a feature by performing pattern matching on the related log information extracted by the related log extraction unit, and an output unit that outputs a log summary generated from the feature extracted by the feature extraction unit.