Automated Support System Using QR Code Identification
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Existing automated support systems for devices and services are difficult for non-technical customers to access and use, often leading to customer dissatisfaction due to complexity and lack of relevance to the customer's specific context.
Innovation Solution
A system that uses QR codes and NFC chips on asset tags or customer cards to easily identify devices or services, allowing customers to access intuitive and context-specific automated support content through mobile devices, reducing the number of steps required to diagnose and solve issues by directly linking problem identification to support content.
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 an intermediary system consisting of mobile device applications and automated support interfaces that mediate between customers and support content. This intermediary layer simplifies customer interaction by providing intuitive interfaces while maintaining automated system efficiency, thus resolving the contradiction between cost reduction and ease of operation.
Solution Approach 2:
The patent creates simplified copies or representations of complex support systems through mobile applications and automated interfaces. These copies provide customer-friendly access points that mirror the functionality of comprehensive support systems without requiring customers to navigate complex technical infrastructure, thereby maintaining ease of operation while reducing operational expenses.
2Loss of energy
If automated support systems are used, then operational expense is reduced, but device complexity increases for the customer
Solution Approach 1:
The patent extracts the complexity from the customer-facing interface and relocates it to the backend automated systems. By separating the simple access interface (mobile app, QR code scanner) from the complex support delivery mechanism, the system reduces perceived device complexity for customers while maintaining automated operational efficiency.
Solution Approach 2:
The intermediary mobile application and automated interface act as a buffer that shields customers from system complexity. The intermediary handles complex tasks such as system diagnostics, content retrieval, and troubleshooting steps automatically, presenting only simplified interactions to the customer while managing the complex automated support infrastructure in the background.
3Device complexity
If generic support content is provided, then system simplicity is maintained, but reliability of support decreases
Solution Approach 1:
The patent implements preliminary actions by pre-configuring support content with contextual information and pre-diagnosing device issues through automated system checks. The mobile application collects device-specific data and contextual information before presenting support content, ensuring that the content is relevant to the customer's specific situation while maintaining system simplicity through automated processes.
Solution Approach 2:
The patent incorporates feedback mechanisms where the automated system continuously monitors device status, customer interactions, and support content effectiveness. This feedback loop enables the system to adapt and personalize support content based on specific device configurations and customer needs, thereby improving reliability without significantly increasing system complexity.
4Ease of operation
If manual call center operations are used, then ease of operation is maintained, but operational expense increases
Solution Approach 1:
The patent enables self-service capabilities through mobile applications and automated support systems that allow customers to diagnose and resolve issues independently. The system provides step-by-step guidance, automated diagnostics, and contextualized support content that empowers customers to help themselves, maintaining high ease of operation while dramatically reducing operational expenses by eliminating or reducing the need for human call center agents.
Data Source
AI summary
A method and system for accessing support content are described herein. In one embodiment, a method comprises receiving first and second messages relating to respective first and second devices at a computer system via respective first and second communication links, where the first and second messages comprise respective first and second identification codes. The method further comprises accessing a database to read first information mapped to the first identification code, and selecting, based on the first information, an identity of a first support content item from among identities of a plurality of support content items. The method further comprises generating and sending a third message to a server configured to implement an automated support system comprising the first support content item, where the third message comprises the identity of the first support content item.