Real-Time Troubleshooting Guidance System for Device Repair
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Solution Overview
Problem
Current troubleshooting methods for complex devices often fail to provide personalized and effective guidance, leading to potential device damage and user frustration due to the lack of dynamic and user-specific instructions.
Innovation Solution
A method and system that receive user input, including textual and non-textual data, to identify device objects and user states, map this input, verify consistency, and extract tailored troubleshooting instructions from a knowledge database for real-time guidance.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of repair
If automated step-by-step troubleshooting instructions are provided to users, then users can receive guidance without service technician visits, but users may damage the device while performing troubleshooting steps or find the instructions difficult to follow
Solution Approach 1:
The troubleshooting system dynamically adapts instructions based on real-time analysis of user feedback, device state, and user expertise level. The system modifies the sequence, detail, and presentation of troubleshooting steps to match the user's comprehension and the device's actual condition, making the guidance flexible rather than static
Solution Approach 2:
The system continuously collects user feedback during troubleshooting execution and uses it to adjust subsequent instructions. By monitoring user responses, actions taken, and outcomes observed, the system refines its guidance in real-time to prevent device damage and improve instruction clarity
Solution Approach 3:
The system changes multiple parameters including instruction detail level, pacing, presentation format, and complexity based on user characteristics and troubleshooting progress. This allows the same troubleshooting process to be customized for different user skill levels and device states
2Ease of operation
If detailed troubleshooting instructions are provided, then users can follow comprehensive steps, but users may experience wastage of time finding the instructions too detailed
Solution Approach 1:
The system provides only the necessary level of detail required for each user and situation, avoiding excessive information. Instructions are tailored to include just enough detail for the user's skill level and the specific troubleshooting context, eliminating unnecessary time consumption
Solution Approach 2:
The detail level of instructions dynamically adjusts based on user feedback and troubleshooting progress. The system can expand or condense instruction detail in real-time to match user needs, preventing both information overload and insufficient guidance
3Adaptability or versatility
If generic troubleshooting instructions are provided, then instructions can be applied to multiple users, but the instructions do not suit individual user needs and capabilities
Solution Approach 1:
The system applies different instruction qualities and levels to different users based on their individual characteristics, device types, and troubleshooting contexts. Each user receives locally optimized guidance tailored to their specific situation rather than uniform generic instructions
Solution Approach 2:
The system performs preliminary analysis of user input, device information, and troubleshooting context before generating instructions. This advance customization ensures instructions are personalized from the start based on user expertise, device type, and problem characteristics
4Extent of automation
If troubleshooting instructions are provided without real-time user state analysis, then the system operates simply, but the instructions cannot adapt to user actions and states during troubleshooting
Solution Approach 1:
The system automatically analyzes user input, device state, and troubleshooting progress without requiring manual intervention. It self-adjusts instructions based on real-time data processing, maintaining high automation while managing complexity through intelligent algorithms
Data Source
AI summary
The present disclosure discloses method and guidance providing system for providing real-time guidance to users during troubleshooting of devices. The guidance providing system receives user input indicating troubleshooting actions on device, by user, where user input comprises textual input and non-textual input, identifies object in device associated with troubleshooting actions and state of user while performing troubleshooting actions, from non-textual input. The object identified from non-textual input is mapped with textual input to obtain mapped user input. Consistency of mapped user input is verified based on conversation information and domain specific content associated with device. Sequence of instructions corresponding to mapped user input, based on state of user and one or more similar troubleshooting actions, may be extracted from knowledge database. Thereby troubleshooting instructions are provided based on sequence of instructions and one or more similar troubleshooting actions, to user for real-time guidance during troubleshooting of the device.