Mobile Device OCR for Onscreen Error Message Support
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Solution Overview
Problem
End users face inefficiencies in receiving computer-related support due to the time-consuming process of typing or describing complex onscreen warnings and messages, which often prevents them from obtaining timely assistance, especially when messages stop them from using their computing devices.
Innovation Solution
A system and method that utilize a mobile device to capture images of user-readable messages displayed on computing devices, perform optical character recognition, and search a knowledge database to provide relevant solutions, which can be displayed on the mobile device and potentially implemented on the computing device, tailoring support based on user identity and device association.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If end users manually type or describe onscreen warnings and messages to seek technical support, then support personnel can understand the issue, but the process becomes time-consuming and prevents users from obtaining timely assistance
Solution Approach 1:
The system captures an image copy of the onscreen warning or error message using the device's camera, eliminating the need for users to manually type or describe the message. This optical copy is then transmitted to the service provider's device, where optical character recognition extracts the text content, enabling rapid support while preserving accuracy of the original message.
Solution Approach 2:
The manual mechanical process of typing and describing error messages is replaced with an optical system. The camera captures the message visually, and optical character recognition technology automatically converts the visual information into text data, substituting the manual input mechanism with an automated optical-to-text conversion system.
2Productivity
If end users capture images of error messages using mobile devices, then support efficiency improves, but the system complexity increases due to image processing and OCR requirements
Solution Approach 1:
The mobile device acts as an intermediary that captures the error message image and transmits it to the service provider's device for processing. The complex OCR and image processing functions are performed on the service provider's device rather than the end user's mobile device, distributing system complexity appropriately while maintaining support efficiency.
Solution Approach 2:
The system enables self-service by allowing users to independently capture and transmit error message images without requiring technical knowledge or interaction with support personnel during the initial reporting phase. The automated OCR process then extracts the message content, allowing the system to self-process the support request before human intervention is needed.
Applied Scientific Principles
This section explains which scientific principles are used to turn an abstract innovation direction into a practical engineering solution.
Function Achieved in This Case
This approach enables quick and convenient access to computer-related support by allowing end users to capture and receive guidance on error messages without manual documentation, reducing the burden of seeking assistance and enhancing support efficiency.
Implementation Method 1
receive, from a mobile device, an image of a user-readable message that is displayed by a computing device
Implementation Method 2
identifying one or more solutions using text extracted from the image of the user-readable message
Data Source
AI summary
A method for providing computer-related support to an end user is described. The method includes receiving, from a mobile device, an image of a user-readable message that is displayed by a computing device. The method also includes identifying one or more solutions using text extracted from the image of the user-readable message. The method further includes sending the one or more solutions to the mobile device for display on the mobile device.