IoT Trouble Ticket Automation via Device Agent
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Solution Overview
Problem
Current methods for creating and handling trouble tickets in Customer Relationship Management (CRM) systems are inefficient, leading to information loss and increased costs for product vendors, as they rely on manual reporting by consumers, which can be time-consuming and prone to errors, especially for intermittent issues with Internet of Things (IoT) devices.
Innovation Solution
An eService ecosystem with a common trouble ticket platform that allows IoT devices to automatically generate and send predefined or custom trouble tickets to a catcher service, which then processes and forwards them to the appropriate CRM application, enabling automated assignment and aggregation, and providing additional services like analytics and eService marketplace functionalities.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If manual reporting by consumers is used, then consumers can report issues, but information is lost and the process is time-consuming
Solution Approach 1:
The device agent enables the IoT device to automatically generate and report trouble tickets without human intervention. The device self-monitors its operational parameters, detects anomalies, and autonomously creates structured trouble tickets with relevant diagnostic information, eliminating the need for manual consumer reporting.
Solution Approach 2:
The patent replaces the manual mechanical process of consumer reporting with an automated electronic system. The device agent uses sensors and processors to automatically detect issues and generate digital trouble tickets, substituting human action with automated computational processes.
2Productivity
If manual reporting is used, then consumers can communicate issues, but the process is expensive and frustrating
Solution Approach 1:
The device agent continuously monitors operational parameters and performs preliminary diagnostics before issues become critical. By detecting anomalies early and automatically generating trouble tickets at the first sign of problems, the system prevents escalation and reduces the time needed for issue resolution.
Solution Approach 2:
The system establishes a continuous feedback loop where the device agent monitors operational data, compares it against normal parameters, and automatically triggers trouble ticket generation when deviations are detected. This real-time feedback mechanism eliminates delays associated with manual consumer reporting.
3Extent of automation
If automated generation is implemented, then efficiency is enhanced, but device complexity increases
Solution Approach 1:
The device agent is designed as a universal component that can be integrated into various IoT devices regardless of their specific function. It provides multi-functional capabilities including monitoring, diagnostics, and automated reporting, reducing the need for device-specific customization and minimizing overall system complexity.
Solution Approach 2:
The device agent acts as an intermediary layer between the IoT device and the trouble ticketing system. It abstracts the complexity of automated monitoring and reporting from both the device hardware and the central system, serving as a mediator that handles the complexity internally while presenting simple interfaces to both sides.
Data Source
AI summary
Embodiments of the invention provide systems and methods for an eService ecosystem that provides a common trouble ticket platform for creating and handling trouble tickets generated by and received from an “Internet of Things (IoT).” More specifically, many product vendors are moving to make all of their products internet connected. This move includes not only products that are typically considered to be technology-type products such as personal computers, cellphones, media players, etc., but any and all types of products including but not limited to household appliances, automobiles, medical devices, and a variety of other devices which are increasingly available with processing and communications abilities. Embodiments of the present invention provide a common trouble ticket management platform that all Internet of Things vendors can use.