Remote Support Session Recording and Replay Mechanism
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Solution Overview
Problem
Current customer support methods for computing devices, such as in-person, email, and telephone support, face challenges in effectively communicating technical issues and solutions due to varying user expertise and limitations in communication modes, leading to inconvenient and inefficient problem resolution.
Innovation Solution
A system and method for remote support that enables live online video sessions to be recorded and replayed, allowing control inputs from support sessions to be re-performed on the user's device, using screen sharing, graphical tools, and prioritized communication modes to ensure effective guidance and troubleshooting.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If in-person customer support at retail locations is provided, then service quality is improved, but cost and convenience deteriorate
Solution Approach 1:
The patent creates a virtual copy of the in-person support experience by recording the support agent's screen, audio, and video during the session. This recording can be replayed later, capturing the complete interaction without requiring physical presence. The copying principle allows the high-quality support interaction to be replicated and delivered remotely, maintaining service quality while improving customer convenience.
2Ease of operation
If e-mail customer support is used, then customer convenience is improved, but response time deteriorates
Solution Approach 1:
The patent enables continuous support interaction by allowing customers to initiate a support session, receive real-time assistance from an agent, and then replay the recording at their convenience. The useful action of support delivery continues across different time points - the live session captures the interaction, and the replay functionality allows the customer to review and learn from the support provided asynchronously, eliminating the delays inherent in traditional email support.
3Loss of time
If telephone support is provided, then response time is improved, but communication effectiveness deteriorates
Solution Approach 1:
The patent merges multiple communication modes into a single integrated support session. It combines audio communication (telephone-like real-time interaction), video communication (visual connection between agent and customer), and screen sharing (visual display of device screen and support actions). This merging preserves the real-time response advantage of telephone support while adding visual elements that dramatically improve communication effectiveness, allowing customers to see exactly what the agent is doing on their device.
Solution Approach 2:
The patent creates a visual copy of the support interaction by recording and replaying the agent's screen actions, audio explanations, and video presence. This copying captures the complete communication context, eliminating the information loss inherent in voice-only communication. The replay allows customers to review visual demonstrations and follow along with the support steps at their own pace.
4Loss of information
If live online video support sessions are recorded and replayed, then user understanding is improved, but system complexity increases
Solution Approach 1:
The patent performs the complex recording and processing actions preliminarily during the live support session. The system automatically captures and records the agent's screen, audio, and video in real-time without requiring complex user setup or configuration. By preparing the recording infrastructure in advance and automating the capture process, the system reduces the complexity burden on the user while delivering comprehensive support content that improves user understanding.
Data Source
AI summary
Improved systems and methods for remote support for computing devices are provided in which live support sessions may be recorded for later playback. When these recorded support sessions are replayed, the control inputs generated during the original support session may be delivered to the user computing device to perform the same operations as in the original support session.