Remote Diagnostic Test Recommendation System
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Solution Overview
Problem
Medical imaging system malfunctions often require extensive diagnostic testing, but the wide range of available tests and varying caller expertise complicate the diagnostic process, leading to inefficiencies and prolonged resolution times.
Innovation Solution
A system that includes a non-transitory computer readable medium storing instructions to perform a call intake method, which involves receiving caller-provided information, retrieving device log data, determining scores for diagnostic tests, and outputting a ranked list of recommended diagnostic tests to a service engineer's device.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If the SE asks multiple questions and runs many remote tests to diagnose the problem accurately, then the diagnostic precision is improved, but the time required for case handling increases
Solution Approach 1:
The system performs preliminary actions by automatically retrieving device log data and pre-calculating relevant diagnostic tests before the SE begins the diagnostic process. This preparation work is done in advance, so when the SE needs to diagnose, the foundation is already laid, reducing the overall time while maintaining precision
Solution Approach 2:
The patent replaces the manual mechanical process of SE questioning and test selection with an automated information processing system. The system automatically retrieves logs, analyzes data, scores potential tests, and generates recommendations, substituting human cognitive effort with automated computational processes that are faster and more consistent
2Measurement precision
If the SE asks detailed technical questions to gather sufficient information, then the diagnostic accuracy is improved, but the ease of operation for the caller deteriorates due to varying caller expertise
Solution Approach 1:
The system enables self-service by automatically retrieving device log data without requiring the caller to provide technical information. The system serves itself by pulling relevant data directly from the device, eliminating the need for callers to understand technical concepts or remember device details
Solution Approach 2:
The system acts as an intermediary between the caller and the diagnostic process. Instead of requiring direct interaction between the SE and the device data, the system mediates by automatically retrieving logs and translating device status into actionable diagnostic recommendations, protecting the caller from technical complexity
3Reliability
If the SE manually selects and prioritizes remote tests from hundreds of available options, then the diagnostic thoroughness is improved, but the device complexity of the diagnostic process increases
Solution Approach 1:
The system changes the parameter of test selection from manual human judgment to automated algorithmic scoring. By introducing a scoring mechanism that evaluates tests based on log data analysis, the system transforms the complex qualitative decision-making process into a quantitative parameter-based selection process that is more manageable and less error-prone
Solution Approach 2:
The patent replaces the manual mechanical process of SE test selection with an automated information processing system. The system automatically retrieves logs, analyzes data, scores potential tests, and generates recommendations, substituting human cognitive effort with automated computational processes
Data Source
AI summary
A non-transitory computer readable medium (107, 111) stores instructions executable by at least one electronic processor (101, 113) to perform a call intake method (200). The method includes receiving caller-provided information describing an issue related to a functioning of a medical device from the caller; retrieving device log data automatically generated by the medical device; determining scores for diagnostic tests (132) of a set of diagnostic tests for diagnosing the issue with the medical device wherein the scores are determined based on the retrieved device log data and the caller-provided information; and outputting, on a display device (105) of a service engineer (SE) electronic device (102) operable by the SE, a ranked list (142) of one or more recommended diagnostic tests of the set of diagnostic tests based on the scores.