Online Technical Capability System for Device Compatibility Assessment

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Solution Overview

Problem

Existing methods for determining customer device compatibility with internet-based services are inefficient, requiring customers to manually check and understand technical requirements, leading to time-consuming and costly support processes.

Innovation Solution

An online technical capability system that allows customers to initiate a compatibility assessment via a web application, providing detailed, human-readable metrics and offering remediation solutions, while automating the assessment and support processes.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Loss of information

If service providers post technical requirements on their websites for customers to check manually, then customers can obtain compatibility information, but the process becomes time-consuming and requires customers to have technical competency to understand and interpret the requirements

Engineering Contradiction:

Improvecompatibility information accessibilityVSAvoidcustomer ability to understand and check requirements

Core Design Contradiction:

Loss of informationVSEase of operation

Solution Approach 1:

The system enables customers to automatically assess their own device compatibility by having their devices connect to test servers and receive automated compatibility reports, eliminating the need for customers to manually interpret technical requirements or seek support

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

A compatibility assessment service acts as an intermediary between customers and service providers, automatically evaluating device compatibility and providing actionable reports that bridge the gap between technical requirements and customer understanding

Inventive Principle:

Principle #24Intermediary (Mediator)

2Reliability

If support agents manually assess customer device compatibility during support calls, then they can gather necessary information, but the support process becomes time-consuming and costly

Engineering Contradiction:

Improveaccuracy of compatibility assessmentVSAvoidtime spent on compatibility assessment

Core Design Contradiction:

ReliabilityVSLoss of time

Solution Approach 1:

Customers perform compatibility assessments before contacting support, so that when they do call, the compatibility information is already known and support agents can immediately address the actual issue without spending time on preliminary compatibility checks

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system provides automated compatibility feedback to customers before they contact support, enabling them to resolve compatibility issues independently and reducing the time support agents spend on repetitive compatibility inquiries

Inventive Principle:

Principle #23Feedback

3Reliability

If service providers require customers to meet minimum technical requirements, then service quality can be maintained, but customers face frustration and may withdraw from services, particularly affecting online education learners

Engineering Contradiction:

Improveservice quality consistencyVSAvoidcustomer accessibility to service

Core Design Contradiction:

ReliabilityVSEase of operation

Solution Approach 1:

The system performs compatibility assessments before customers commit to services, allowing them to understand and address any compatibility issues in advance, thereby maintaining service quality standards while preventing customer frustration and withdrawal

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

Customers use automated tools to self-assess and self-remediate compatibility issues without needing to contact support or navigate complex technical requirements, making the service more accessible while maintaining quality standards

Inventive Principle:

Principle #25Self-service

4Loss of information

If service providers lack knowledge of customer technology compositions, then they cannot make data-driven decisions, but gathering this information through traditional methods is inefficient and costly

Engineering Contradiction:

Improvebusiness intelligence on customer technologyVSAvoidefficiency of information gathering

Core Design Contradiction:

Loss of informationVSProductivity

Solution Approach 1:

Customer devices automatically report their technology composition to the compatibility assessment service, providing service providers with valuable business intelligence without requiring manual information gathering or increasing support costs

Inventive Principle:

Principle #25Self-service

Data Source

PatentUS20250175516A1Online technical capability system and method

Publication Date: 2025.05.29 ONLINE READINESS LLC

AI summary

An apparatus and method provide customer service for users of online applications. A first set of instructions are executable on the processor that are configured to test a device connected to a network to produce one or more test results. A second set of instructions are executable on the processor that are configured to store the one or more test results in a database. A third set of instructions are executable on the processor that are configured to retrieve the test results for display on a customer service screen during customer service.