Remote Assistance System Using Augmented Reality for IoT Diagnostics
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Solution Overview
Problem
Traditional voice call-based technical support systems are inefficient and costly, struggling to diagnose and resolve technical issues in remote users' equipment due to communication gaps, limited problem-solving rates, and high technician dispatch costs, especially with the rise of IoT and complex customer environments.
Innovation Solution
A computerized support system using bidirectional video communication, computer vision, and augmented reality to identify equipment failures, provide real-time instructions, and maintain a database of working solutions, allowing remote users to resolve issues without skilled technician intervention.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If voice-based contact is used for technical support, then communication with remote users is established, but communication gaps and diagnosis challenges occur reducing problem-solving rates
Solution Approach 1:
The patent uses video communication to create a visual copy of the customer's environment, allowing support technicians to see the actual equipment and setup rather than relying on verbal descriptions. This visual copying eliminates communication gaps by directly observing the problem scene.
Solution Approach 2:
The video communication system acts as an intermediary between the technician and customer, transmitting visual information that bridges the communication gap. The video feed serves as a mediator that conveys spatial and contextual information that voice alone cannot transmit.
2Reliability
If technicians are dispatched to customer sites, then complex technical problems can be resolved, but costs increase and scalability decreases
Solution Approach 1:
The system enables technicians to perform remote diagnostics and guidance, allowing customers to resolve issues themselves with video-assisted instruction. This eliminates the need for physical technician dispatch while maintaining problem-resolution capability through visual guidance and remote monitoring.
Solution Approach 2:
The patent replaces the mechanical system of physical technician dispatch with a video-based remote assistance system. Instead of technicians traveling to customer sites, video communication technology substitutes for the physical presence, reducing complexity and cost while maintaining effectiveness.
3Adaptability or versatility
If traditional voice support systems are used, then customer service can be provided, but high costs and low scalability prevent efficient support for growing IoT devices
Solution Approach 1:
The video communication system serves multiple functions: it provides visual diagnostics, remote guidance, documentation of problems, and training capabilities. This multi-functionality allows a single system to handle diverse IoT device support needs, improving adaptability and scalability without proportionally increasing complexity.
Data Source
AI summary
Techniques for conducting a support session and determine suitable instructions for resolving a certain technical mal-function in a device/equipment of a user. Imagery data associated the technical mal-function is received from a user's device and used for determining at least one improperly setup property associated with the mal-function in the mal-functioning device/equipment based on a comparison of the received imagery data with reference data. Instructions comprising augmented imagery for resolving the mal-function can be then generated, or fetched form a database, based on the determined at least one improperly setup property. A new database record can be generated comprising the augmented imagery data for use in future support sessions associated with the mal-function.