Remote Support System for User Terminal Management
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Solution Overview
Problem
Users of high-functionality devices like smartphones face challenges in utilizing advanced features due to unfamiliarity with settings and functions, leading to potential errors during remote support, especially with the increasing number of users and devices, which can result in decreased service quality and user insecurity when receiving support from unfamiliar operators.
Innovation Solution
A remote support system that allows users to select a supporter from an address book to access and manage both user terminals and connected devices, facilitating setting manipulations and status checks, and providing information on necessary application installations through SMS, thereby improving manageability and security.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Quantity of substance
If professional operators provide remote support to increasing numbers of users, then service coverage increases, but service quality and time per user deteriorate
Solution Approach 1:
The patent enables users to perform self-diagnosis and self-support through automated troubleshooting guides and step-by-step instructions. Users can independently resolve common issues without requiring professional operator intervention, thereby maintaining service quality while scaling to accommodate increasing user numbers.
Solution Approach 2:
The system introduces an automated support platform as an intermediary between users and professional operators. This platform handles routine support tasks, triages issues, and only escalates complex problems to human operators, thereby preserving service quality while managing large user volumes efficiently.
2Difficulty of detecting and measuring
If operators remotely log into user terminals for support, then troubleshooting capability improves, but user security and privacy risk increase
Solution Approach 1:
The system introduces a secure intermediary platform that mediates all remote access operations. The platform establishes encrypted communication channels, authenticates both users and operators, and monitors all remote sessions. This enables full troubleshooting capability while maintaining user security and privacy through centralized security controls.
Solution Approach 2:
The system implements continuous feedback mechanisms during remote sessions, including real-time user consent requests, session recording for audit purposes, and automated security anomaly detection. This feedback loop ensures troubleshooting capability is maintained while security risks are continuously monitored and controlled.
3Adaptability or versatility
If users attempt to set up high-functionality devices independently, then device capability utilization improves, but setting errors increase
Solution Approach 1:
The system provides preliminary setup assistance through automated configuration guides, pre-filled settings based on device usage patterns, and intelligent defaults. This preliminary action enables users to effectively utilize device capabilities while minimizing setting errors through guided, step-by-step configuration processes.
Solution Approach 2:
The system implements intelligent self-service setup that automatically detects user needs, configures appropriate settings, and provides context-aware assistance. This enables users to utilize device functions effectively while reducing setting errors through automated, error-resistant configuration processes.
Data Source
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AI summary
Mutual remote support between users is easily facilitated without troublesome complicated user registration. For user terminals between which remote support is performed, a user can use an appropriate supporter user terminal to enable the supporter user terminal to access a supportee user terminal to thereby facilitate setting manipulation and check device (or terminal) status with regard to not only the supportee user terminal but also a supportee device that is communicably connected to the supportee user terminal, by merely selecting the supportee device (or terminal) from an address book stored in the corresponding user terminal. Further, when a necessary application is not installed in a counterpart user terminal, it is possible to transmit information for installing the application through an SMS or the like.