Virtual Device Representation for Knowledge Base Navigation
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Solution Overview
Problem
Users lacking expert knowledge face challenges in navigating searchable knowledge bases to troubleshoot complex devices like printers, as existing systems require technical terminology and lack visual assistance, creating an asymmetry between problem localization and solution retrieval.
Innovation Solution
A support system that generates a virtual representation of a device, allowing users to create and store links between device components and corresponding solutions in a knowledge base, enabling navigation through a visual interface and collaborative mapping that conforms to user understanding.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If traditional text-based navigation of searchable knowledge base is used, then solution retrieval capability is maintained, but ease of operation deteriorates for non-expert users
Solution Approach 1:
The patent creates a visual copy or representation of the physical device interface displayed on screen, allowing users to interact with this virtual model rather than navigating abstract text categories. Users can point to or select visual representations of actual device components, eliminating the need to translate physical observations into technical terminology.
Solution Approach 2:
The visual representation of the device interface acts as an intermediary between the user's visual inspection of the physical device and the text-based knowledge base. This mediator translates user selections into appropriate search queries, bridging the gap between non-expert visual identification and expert-level troubleshooting content.
2Measurement precision
If expert-created mappings between device components and knowledge base cases are used, then measurement precision of problem localization is improved, but device complexity increases
Solution Approach 1:
The system enables users to create their own mappings between visual device components and knowledge base cases during actual troubleshooting sessions. Rather than relying on pre-established expert mappings, users dynamically create associations based on their specific problem context, allowing the system to adapt to diverse device configurations and user perspectives.
Solution Approach 2:
The mapping system transitions from static expert-defined relationships to dynamic user-created associations. Mappings are not fixed but evolve as users interact with the system, allowing flexible adaptation to different device models, configurations, and troubleshooting scenarios without requiring system reconfiguration.
3Ease of operation
If visual representation with user-created links is implemented, then ease of operation improves for non-experts, but loss of information increases during collaborative mapping
Solution Approach 1:
The system incorporates feedback mechanisms where users can validate, correct, or refine mappings as they create them. The visual representation provides immediate feedback about which knowledge base cases are relevant to selected device components, allowing users to verify the accuracy of their associations and make adjustments based on additional information or expert guidance.
Data Source
AI summary
A system and method which may be implemented at least partly by a computer, are provided for developing a support system. A virtual representation of a device is generated for display on a user interface. Links between components of the virtual representation, which represent components of the device, and corresponding cases in a searchable knowledge base (SKB) are stored. Users can navigate the SKB in search of a solution to a problem with the device with the assistance of the virtual representation which enables actuation of the existing links. The users are able to create new links, each new link linking a component of the virtual representation with a case in the SKB which the user identifies as providing a solution to the problem with the device which is related to the component. The new link is stored for future use by the user or by other users.