Operator System User Action Notification Module

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Solution Overview

Problem

Existing remote support methods do not allow users to actively influence ongoing support operations, such as stopping or recording support sessions, limiting user control and flexibility.

Innovation Solution

An operator system that includes a user action notification module to receive and transmit user inputs from a user terminal to an operator server, enabling users to control support operations, record sessions, and display network maps during support operations.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Ease of operation

If the operator performs remote support operations on the user terminal, then the operator can configure and guide the user, but the user cannot actively influence or control the support operation

Engineering Contradiction:

Improveuser control over support operationVSAvoidoperator-controlled support operation

Core Design Contradiction:

Ease of operationVSExtent of automation

Solution Approach 1:

The system dynamically shifts control between operator and user through the reception of user actions. The support operation transitions from being purely operator-controlled to allowing user-initiated control, where the user can input actions to reproduce or modify the support operation flow based on their needs.

Inventive Principle:

Principle #15Dynamics

Solution Approach 2:

The user action receiving module provides a feedback mechanism where user inputs during support operation are captured and transmitted to the operator terminal. This allows the user's intentions and actions to be reflected in the support operation, creating a closed-loop control system that responds to user needs.

Inventive Principle:

Principle #23Feedback

2Adaptability or versatility

If the support operation is recorded for later reproduction, then the user can reproduce the support operation, but the user cannot modify or stop the recording process

Engineering Contradiction:

Improvesupport operation reproductionVSAvoidcontrol over recording process

Core Design Contradiction:

Adaptability or versatilityVSEase of operation

Solution Approach 1:

The system performs preliminary recording of the support operation during the initial session. This recorded support operation is then made available for later reproduction by the user, allowing them to review and learn from the support process at their convenience without requiring the operator's presence.

Inventive Principle:

Principle #10Preliminary action

3Productivity

If the operator terminal controls all support operations, then the support can be efficiently managed, but the user's privacy and data security concerns cannot be addressed

Engineering Contradiction:

Improvesupport operation efficiencyVSAvoiddata security and user privacy

Core Design Contradiction:

ProductivityVSReliability

Solution Approach 1:

The user action receiving module enables the user to self-manage certain aspects of the support operation by inputting actions directly. This allows the user to control what information is exposed and how the support operation proceeds, balancing efficiency with privacy and security concerns.

Inventive Principle:

Principle #25Self-service

Data Source

PatentUS8984408B2Operator system, remote support method, and program for the operator system

Publication Date: 2015.03.17 OPTIM

AI summary

An operator system, an operator server, and a remote support method, and a program for the operator system are provided, which are capable of receiving input of user action for ongoing support operation. While an operator is carrying out support operation for an electric appliance 10, user action input by a user, such as forcing to stop the support operation or starting to save the support operation, is processed by an operator server. Accordingly, the operator server 200 fulfills the function of the operator system 1 based on user's intention. In addition, displaying a network map showing support operation information on the electric appliance 10 allows a user to easily know the status of the support operation, contributing to user's appropriate decision making.