Reference Device Profile for Automated Diagnostics

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Solution Overview

Problem

Current customer care systems for electronic devices are inefficient due to manual data gathering, leading to increased support costs, complex diagnostic processes, and user frustration, as users must sift through vast amounts of data to resolve issues and revert devices to factory settings, losing personalization and potential updates.

Innovation Solution

A method to create a reference device profile by analyzing profiles from multiple devices with the same make, model, OS, and firmware version, allowing for the identification of optimal parameter settings and automatic updates to match the standard profile, thereby optimizing device performance and troubleshooting.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Measurement precision

If manual data gathering methods are used for device diagnostics, then customer service representatives can obtain device information, but the process becomes complex, time-consuming and prone to human errors

Engineering Contradiction:

Improvedevice information accuracyVSAvoiddata gathering time

Core Design Contradiction:

Measurement precisionVSLoss of time

Solution Approach 1:

The system enables devices to self-diagnose by automatically gathering and analyzing their own operational data, parameters, and performance metrics. The device profile captures device state information without requiring manual intervention from CSRs, allowing the device to serve itself in the diagnostic process and eliminating time-consuming manual data collection.

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The patent replaces manual mechanical data collection processes with automated electronic systems. The device profile mechanism electronically captures, stores, and transmits device information automatically, substituting the manual CSR data gathering process with an automated digital system that eliminates human error and time consumption.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

2Loss of energy

If customers use self-care systems to resolve issues, then support costs are reduced, but users must sift through massive amounts of data manually to get relevant information

Engineering Contradiction:

Improvesupport costsVSAvoiduser operation simplicity

Core Design Contradiction:

Loss of energyVSEase of operation

Solution Approach 1:

The system extracts and isolates only the relevant diagnostic information from the device's operational data. By analyzing the device profile and identifying key parameters related to the reported issue, the system presents only the necessary information to users rather than overwhelming them with all device data, making self-care accessible and simple.

Inventive Principle:

Principle #2Taking out (Extraction)

Solution Approach 2:

The device profile acts as an intermediary between the complex device data and the user. It pre-organizes and filters information into a structured format that is easy to interpret, serving as a mediator that translates technical device parameters into user-friendly diagnostic information without requiring users to manually search through raw data.

Inventive Principle:

Principle #24Intermediary (Mediator)

3Adaptability or versatility

If devices have hundreds of user changeable parameters, then devices can be customized, but users may make too many changes or install conflicting apps that worsen device performance

Engineering Contradiction:

Improvedevice customizationVSAvoiddevice performance stability

Core Design Contradiction:

Adaptability or versatilityVSReliability

Solution Approach 1:

The system continuously monitors device parameters and provides feedback to users about the impact of their changes. By analyzing the device profile and comparing current settings against optimal parameters, the system can alert users when changes may cause performance issues or conflicts, enabling informed customization while maintaining reliability.

Inventive Principle:

Principle #23Feedback

Solution Approach 2:

The device profile establishes baseline optimal parameters before users make changes. By documenting the original optimal state and tracking deviations from this baseline, the system can predict potential performance degradation before it occurs, allowing users to make informed decisions about customization while preserving reliability.

Inventive Principle:

Principle #10Preliminary action

4Reliability

If users revert devices to factory settings to resolve issues, then device problems may be fixed, but all personalization and available updates are lost

Engineering Contradiction:

Improvedevice problem resolutionVSAvoidpersonalization data loss

Core Design Contradiction:

ReliabilityVSLoss of information

Solution Approach 1:

Instead of resetting to factory defaults, the system enables targeted parameter changes by comparing current device parameters against the stored optimal profile. Users can selectively adjust specific parameters that are causing issues while maintaining other personalized settings and updates, achieving problem resolution without losing valuable information.

Inventive Principle:

Principle #35Parameter changes

Data Source

PatentUS10026090B2System and method of creating and using a reference device profile

Publication Date: 2018.07.17 CROWDCARE CORP

AI summary

A method is provided for determining a reference device profile. Device profiles are gathered from a plurality of devices having at least one characteristic in common. Each device profile has a plurality of parameter values. The device profiles are compared according to at least one device health metric. Parameter values associated with an optimum value of the device health metric are identified. Using these identified parameter values, a reference device profile is compiled. A method is also provided for enabling a target device to be conformed with a reference device profile.