Intermediary Computing Device for Automated Assistance
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Solution Overview
Problem
Automated devices often encounter technical issues, such as jammed printers, that hinder users from completing activities, and existing systems lack effective assistance mechanisms to promptly address these issues.
Innovation Solution
A computing device system that accesses an activity assistance portal to provide status information for automated devices, allowing users to request assistance and facilitating network connections for data exchange to resolve issues, including authentication and transaction assistance through scanning images and PIN verification.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If automated devices are deployed to perform activities, then productivity is improved, but reliability deteriorates due to technical issues such as jammed printers
Solution Approach 1:
A computing device acts as an intermediary between the automated device and the user. When a technical issue arises (e.g., jammed printer), the computing device receives a request for assistance, establishes a network connection to the automated device, and enables the user to interact with and resolve the issue remotely, thereby maintaining system reliability while preserving productivity gains
2Reliability
If assistance mechanisms are added to automated devices, then reliability is improved, but device complexity increases
Solution Approach 1:
Rather than embedding complex assistance mechanisms directly in the automated device, a separate computing device serves as an intermediary. This external assistant receives assistance requests, establishes network connections, and facilitates user interaction, thereby improving reliability without increasing the complexity of the automated device itself
Solution Approach 2:
The system enables users to self-service technical issues by providing them with direct access to the automated device through the computing device. Users can diagnose and resolve problems themselves with guidance, reducing the need for complex automated diagnostic systems while maintaining reliability
Data Source
AI summary
A user may perform activities at an automated device having various technical features, such as a display, a printer, a camera, a microphone, a speaker, and other features used to perform activities at the automated device. During performance of an activity, the user may run into an issue and request assistance from an agent having a computing device (e.g., a portable computing device). Additionally or alternatively, the automated device may detect the issue and send a request for assistance to a computing device managing a transaction assistance portal or directly to the agent's computing device. The request may identify the user, the activity, and/or the issue, and the agent and his or her computing device may be used to resolve the issue. The agent's computing device may also be used to facilitate customer relationship management with the user.