Remote Support Installation Mechanism for Mobile Devices
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Solution Overview
Problem
Users of mobile devices often face difficulties in resolving communication service issues due to lack of technical knowledge, leading to frustration for both users and customer service representatives during telephone-based support, as verbal instructions for device settings modifications can be challenging to understand and execute.
Innovation Solution
A remote support installation mechanism that allows a customer service representative to remotely access and modify device settings by installing and executing a remote support client application on the user's device, either preloaded or downloaded, enabling semi-autonomous or autonomous installation and execution for troubleshooting and issue resolution.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If telephone call based customer support is used, then customer service representatives can provide support without requiring physical access to devices, but customer service representatives have difficulty diagnosing problems and users lack technical knowledge to modify settings
Solution Approach 1:
The patent introduces a remote support application as an intermediary tool between the customer service representative and the user device. This application acts as a mediator that enables the representative to access and control device settings remotely, bridging the knowledge gap without requiring physical presence or complex user intervention.
Solution Approach 2:
The patent replaces the mechanical/physical interaction system (where representatives would need physical access to devices) with an electronic/software-based system. The remote support application substitutes physical presence with digital remote access, allowing representatives to diagnose and resolve issues through software communication rather than physical device manipulation.
2Productivity
If users are required to modify device settings based on verbal instructions, then customer service can be provided remotely, but users experience frustration due to lack of technical knowledge to understand and execute instructions
Solution Approach 1:
The patent implements self-service functionality where the remote support application automatically performs settings modifications on the user device. Instead of requiring users to manually change settings based on verbal instructions, the application executes the changes autonomously under the representative's guidance, eliminating the need for user technical knowledge while maintaining fast resolution.
Solution Approach 2:
The remote support application serves as an intermediary that translates the customer service representative's diagnostic decisions into automatic settings modifications. This mediator handles the complex technical operations on behalf of both the representative and the user, resolving issues quickly without requiring user technical expertise.
3Loss of time
If remote support application is preloaded on user devices, then installation time is reduced and support can be initiated quickly, but device storage is consumed and security concerns arise
Solution Approach 1:
The patent applies preliminary action by preloading the remote support application on user devices during manufacturing or device setup. This advance preparation eliminates installation delays when support is needed, as the application is already present and ready to execute, though it requires managing the trade-off of having the application permanently resident on the device.
Data Source
AI summary
A remote support installation mechanism provides for the installation of a remote support client application onto a user device. A server may receive a request for a remote support eligibility status from a device agent application on a user device that is loaded with an installer package for a remote support client application. The remote support client application may be used to initiate a remote support session with a remote support application on a remote support server to provide a computing terminal with remote support access to the user device. The server may determine based on at least one of a device management database or a user account database that the user device qualifies for remote support. Accordingly, the server may send an install command to trigger an installation of the remote support client application on the user device from the installer package.