Support Interface Layer for Network Device Diagnostics
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Solution Overview
Problem
Consumers face difficulties in diagnosing and resolving issues with network-accessible devices (NADs) due to inefficient interaction processes, often requiring extensive time searching for support and lacking necessary information to assist representatives.
Innovation Solution
A computer system with a support interface layer that receives user requests, determines authorization, collects necessary information, and creates a support ticket for a remote system to diagnose NADs, providing solutions to users through intelligent personal assistants and multiple communication channels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If traditional support processes are used for network-accessible devices, then users can receive diagnostic assistance, but users spend extensive time searching for support and lack necessary information to assist representatives
Solution Approach 1:
The system performs preliminary actions by automatically collecting device information, logs, and diagnostic data before the user contacts support. The interface layer pre-processes and organizes this information, so when support is needed, everything is already prepared and available, eliminating the time users would otherwise spend gathering information.
Solution Approach 2:
The patent introduces an interface layer as an intermediary between the user device and the support system. This intermediary automatically gathers device information, manages communication protocols, and prepares diagnostic data, simplifying the user's interaction to just requesting help while the intermediary handles all the complex information collection and transmission.
2Productivity
If an interface layer is implemented to automate information collection and support ticket creation, then diagnostic support efficiency improves, but system complexity increases
Solution Approach 1:
The support system is segmented into distinct functional layers: an interface layer that handles communication and information collection, a processing layer that analyzes device data, and a support representative layer that provides human assistance. This segmentation allows each layer to specialize in specific tasks, improving overall productivity while containing complexity within manageable modules.
Solution Approach 2:
The interface layer is designed as a universal component that can handle multiple device types, communication protocols, and diagnostic scenarios through a single unified system. Rather than creating separate support systems for each device, the multi-functional interface layer adapts to different situations, improving productivity without proportionally increasing complexity.
3Measurement precision
If comprehensive device information is collected for diagnostic purposes, then diagnostic accuracy improves, but user privacy and security concerns increase
Solution Approach 1:
The system implements feedback mechanisms where users can review the information being collected, approve or deny specific data access, and receive notifications about what information is gathered. This feedback loop allows comprehensive data collection for accurate diagnosis while giving users control over their privacy, reducing security concerns through transparency and user consent.
Data Source
AI summary
Techniques are disclosed relating to diagnosing a network-accessible device. A first computer may store authorization information associated with a plurality of network-accessible computing devices associated with a user. The first computer system may receive, from a second computer system, a request from the user to perform a diagnostic operation that involves communication between a third computer system and a particular one of the plurality of network-accessible computing devices. The first computer system may request, based on a permission indicated by the stored authorization information, that the third computer system retrieve diagnostic information from the particular network-accessible computing device and perform the diagnostic operation. The first computer system may receive, from the third computer system, result information relating to the diagnostic operation.