Integrated Video and Diagnostic Data Exchange for Remote Support
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Conventional customer support applications for complex electronic systems, such as converged IT infrastructures, are inadequate in identifying and resolving issues due to their inability to handle diagnostic and remedial demands effectively, especially when providing face-to-face video chat support.
Innovation Solution
A computerized apparatus that conducts a video chat with a remote customer support device while simultaneously collecting and transmitting diagnostic information and receiving remedial information, providing a near-hands-on support experience without interruption, using a combination of video and data channels over a network.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If conventional chat applications are used for customer support, then basic text communication is possible, but face-to-face video chat capability is lacking and diagnostic information exchange is manual and interrupted
Solution Approach 1:
The patent combines video chat functionality and diagnostic data exchange into a single integrated customer support application. The system merges real-time video communication with automated diagnostic information collection and transmission, eliminating the need for separate tools and manual processes that characterized conventional chat applications.
Solution Approach 2:
The customer support application performs multiple functions simultaneously: it conducts face-to-face video chat, automatically collects diagnostic information from the electronic system, transmits this information to the support agent, and receives remedial instructions—all within a single unified platform that serves diverse support needs.
2Loss of information
If manual diagnostic software download and execution is required, then diagnostic information can be obtained, but the support process becomes time-consuming and interrupted
Solution Approach 1:
The system performs preliminary diagnostic information collection automatically during the video chat session without requiring the user to manually download and execute diagnostic software. The diagnostic data is gathered in advance as part of the normal support interaction flow, eliminating time-consuming manual steps while ensuring complete diagnostic information is obtained.
Solution Approach 2:
The electronic system automatically collects and transmits its own diagnostic information to the customer support agent without requiring user intervention to download software or manually gather data. The system serves itself by autonomously providing the diagnostic information needed for support, significantly reducing the time required for information collection.
3Reliability
If video chat and data exchange are conducted separately, then communication clarity is maintained, but support efficiency decreases due to interruptions
Solution Approach 1:
The system enables continuous simultaneous operation of video chat and diagnostic data exchange without interruptions. Both communication and data transmission occur concurrently in real-time, maintaining clear face-to-face communication while continuously exchanging diagnostic and remedial information, thereby maximizing support efficiency without sacrificing communication quality.
Data Source
AI summary
A customer support technique for an electronic system includes operating a computerized apparatus to conduct a video chat with a remote customer support device. During the course of the video chat, the computerized apparatus simultaneously exchanges information pertaining to the electronic system. The computerized apparatus collects diagnostic information from the electronic system, transmits the diagnostic information to the customer support device, and receives remedial information back from the customer support device, all while the video chat continues to proceed without interruption. The improved technique thus provides a near-hands-on support experience from a remote customer support agent regardless of the customer support agent's physical location.