Mobile Device Asset Tag Support Access
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Automated support systems for devices and services are often difficult for customers to access and use, particularly for those who are not technically inclined, leading to customer dissatisfaction due to complexity and inaccurate data usage.
Innovation Solution
A system and method that enables intuitive access to automated support content via a mobile device, using asset tags with QR codes or NFC chips to quickly identify devices or services, allowing users to directly access relevant support content through a mobile device, which reduces the number of steps required to diagnose and solve problems.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of energy
If automated support systems are implemented to reduce costs, then operational expense is reduced, but ease of operation deteriorates for non-technical customers
Solution Approach 1:
The patent introduces a mobile device as an intermediary between the customer and the automated support system. The mobile device provides a user-friendly interface that simplifies access to support resources, while still connecting to the backend automated support infrastructure. This mediator resolves the contradiction by maintaining cost efficiency through automation while improving ease of operation through the mobile device's intuitive interface.
Solution Approach 2:
The patent creates a simplified copy or representation of the support system interface on the mobile device. Instead of requiring customers to directly interact with complex automated systems, the mobile device presents a user-friendly version that captures essential functionality. This allows non-technical customers to access support easily while the backend automated system handles the complex processing.
2Loss of energy
If automated support systems are used, then cost is reduced, but reliability of accurate data usage deteriorates
Solution Approach 1:
The patent implements feedback mechanisms where the mobile device collects information about customer interactions with the automated support system. This feedback loop allows the system to learn from customer behavior, improve data accuracy over time, and adjust the automated responses. The mobile device serves as a feedback channel that enhances reliability while maintaining cost efficiency.
3Ease of operation
If traditional call centers are operated with extensive work spaces and agents, then ease of operation improves for customers, but device complexity and operational cost increase
Solution Approach 1:
The patent extracts the essential customer interaction functions from the complex call center infrastructure and relocates them to mobile devices. By taking out the core support functionality and delivering it through customers' existing mobile devices, the system maintains ease of operation while dramatically reducing infrastructure complexity and operational costs.
Solution Approach 2:
The patent leverages the universality of mobile devices, which already serve multiple functions in customers' lives. By utilizing the mobile device's existing capabilities (camera, processor, display, communication interfaces) for support purposes, the system avoids building dedicated complex infrastructure while providing accessible support through a device customers already have and are comfortable using.
Data Source
AI summary
In one embodiment, a first mobile device reads first information associated with a first device or first service contained in a first asset tag. The first mobile device generates a first message in response to reading the first information, wherein the first message comprises the first information. The first mobile device transmits the first message to a computer system via a wireless communication link. The first mobile device receives a first reply in response to transmitting the first message. In response to the first mobile device receiving the first reply, the first mobile device displays first content for a user of the first mobile device to diagnose and/or solve a problem with the first device or first service.