Printing Control Device With Voice-Based Support Routing
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Solution Overview
Problem
Existing systems require users to manually contact customer support for printer issues, which is time-consuming and inconvenient.
Innovation Solution
A printing control device connected to an image forming device and a server at a customer support center that acquires user questions via voice input and transmits them to the server for automated answers, which are then output to the user.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If users manually contact customer support for printer issues, then human assistance is provided, but time consumption increases and convenience deteriorates
Solution Approach 1:
The system enables self-service by having the image forming device automatically capture operational data and transmit it to the server, which then provides automated answers. Users no longer need to manually contact support or even actively participate in the diagnostic process, as the system serves itself by gathering information and generating responses autonomously.
Solution Approach 2:
The system performs preliminary actions by automatically capturing operational data before the user seeks help. The image forming device proactively collects data about the issue and transmits it to the server in advance, so that when the user needs assistance, the information is already prepared and analysis can begin immediately, reducing overall response time.
2Productivity
If the system automatically acquires and transmits question information, then response time is reduced, but device complexity increases
Solution Approach 1:
The system merges multiple functions into the printing control device: it combines the acquisition of operational data, the transmission of this data to the server, and the reception of answers back from the server. By integrating these previously separate functions into a single unified process handled by one device, the overall system complexity is managed more efficiently despite the added automation capabilities.
Data Source
AI summary
A first server device is a first server device communicably connected to a first printer and a second server device disposed at a customer support center. The first server device includes: a first acquisition unit configured to acquire, from the first printer, question information indicating a content of a question input from a user by voice regarding an operation method of the first printer; and a transmission unit configured to transmit, to the second server device, inquiry information including the question information.