Image Processing System for Appliance Troubleshooting
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Solution Overview
Problem
Current technical support systems face challenges in providing efficient and customer-satisfying services due to complex customer needs, communication gaps, limited problem-solving rates, and customer frustration, often requiring technician dispatches for remote issue resolution.
Innovation Solution
An image processing system that uses artificial intelligence to analyze real-time video streams from mobile devices, identifying issues and guiding users through sequential instructions, with movable augmented indicators to assist in connecting cables and troubleshooting inoperative appliances, and automatically suspending or resuming instructions based on the appliance's visibility within the camera frame.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If traditional technical support systems are used, then customer service can be provided, but wait times are long and customer satisfaction is low
Solution Approach 1:
The system enables customers to perform self-diagnosis and self-repair by capturing images of their devices, which are then automatically analyzed by AI to identify issues and provide step-by-step repair instructions, eliminating the need for long wait times on hold with traditional support centers
Solution Approach 2:
The patent replaces the mechanical system of human customer service agents with an automated image processing and AI analysis system that can simultaneously handle multiple customer cases, dramatically increasing problem-solving capacity while reducing wait times
2Productivity
If self-service schemes are implemented, then service efficiency can be improved, but customer adoption is slow
Solution Approach 1:
The system acts as an intermediary by using automated image analysis to bridge the gap between complex technical diagnostics and simple customer interaction, making self-service accessible to customers regardless of their technical knowledge
Solution Approach 2:
The system creates visual copies of the customer's device through captured images, allowing AI to analyze the actual device state without requiring the customer to manually navigate complex diagnostic interfaces or provide detailed verbal descriptions
3Device complexity
If remote support is provided, then technician dispatch can be reduced, but communication gaps and diagnosis challenges increase
Solution Approach 1:
The patent replaces the mechanical process of human visual inspection and communication with an automated image processing system that objectively analyzes device images, eliminating communication gaps and information loss associated with remote human support
Solution Approach 2:
The system provides immediate feedback by automatically analyzing captured images and returning diagnostic results with specific repair instructions, creating a closed-loop system that eliminates the information loss inherent in traditional remote support conversations
Data Source
AI summary
An image processing system including at least one processor configured to receive image data captured by a mobile device image sensor. The image data includes images of an inoperative appliance. The processor is further configured to perform image recognition on the image data to identify the inoperative appliance and determine a likely cause of inoperability; retrieve a plurality of sequential instructions for enabling a user to remedy the inoperability; cause the mobile device to sequentially display the plurality of sequential instructions; detect that the inoperative appliance is outside a field of view of the image sensor, based on the image data; suspend display of additional sequential instructions when the inoperative appliance is outside of the field of view; detect when the inoperative appliance returns to the field of view; and resume display of the additional sequential instructions after the inoperative appliance returns to the field of view.