Online Support Chat System for Automatic Error Data Transmission
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Users face difficulties in determining the source of errors on their personal computers and contacting the appropriate support organization, as they need to provide complex technical information to support personnel, which can lead to inefficient troubleshooting processes.
Innovation Solution
An online support chat system that automatically establishes a session and transmits detailed event information, including hardware and software configurations, to ensure that users are connected with the correct support personnel without requiring lengthy conversations about technical details.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If the user manually provides technical information to support personnel, then the support personnel can understand the error, but the process becomes time-consuming and complex for the user
Solution Approach 1:
The system performs preliminary actions by automatically collecting and preparing technical information (error messages, system logs, hardware/software configurations) before the user contacts support. This pre-packaging of information eliminates the need for users to manually gather and transmit technical details during the support interaction.
Solution Approach 2:
The system enables self-service by automatically generating and transmitting technical information without requiring user intervention. The error detection and information collection processes occur autonomously, with the system itself preparing the technical data that would otherwise need to be manually provided by the user.
2Productivity
If the user determines the source of the error and contacts the appropriate support organization, then the support process becomes more efficient, but this requires technical knowledge that laypersons lack
Solution Approach 1:
The system acts as an intermediary between the error event and the support organization. It automatically analyzes the error, identifies the appropriate support provider, and initiates contact with them. This intermediary function bridges the gap between the user's lack of technical knowledge and the need for specialized support.
Solution Approach 2:
The system performs the functions of error analysis and support provider selection autonomously without requiring user technical knowledge. The automated detection and routing processes enable the system to serve itself in identifying and contacting the appropriate support organization.
3Loss of information
If detailed technical information is transmitted automatically, then support personnel receive complete information upfront, but this raises privacy concerns about transmitting user data
Solution Approach 1:
The system implements feedback mechanisms to manage information transmission. User consent is obtained before collecting and transmitting personal or sensitive information. The system provides feedback to users about what information will be collected and transmitted, allowing them to control the sharing of their data.
Data Source
AI summary
Technologies are described herein for launching an online support chat session in response to an occurrence of a support event on a personal computer and transmitting detailed event information via the chat session for display to support personnel. When an error or other event occurs on a computer, an online support chat session is established using an online support chat client associated with the error or event. The pertinent information about the error or event along with additional data regarding the computer and the user are transmitted via the online support chat session for display to the support personnel.