Virtual Universe Product Support via Teleportation and Avatars
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Existing virtual universe platforms lack efficient mechanisms for providing real-world product customer support, making it difficult for users to identify and resolve issues with their products in a timely and interactive manner.
Innovation Solution
A system and method for virtual universe customer support that allows users to determine the location of a product support center within the virtual universe, using automated services and avatars to guide users through problem identification and resolution, including automated assistance and interactive sessions with human technicians.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If traditional customer support methods are used for real-world products, then users can receive support through phone or email, but the process is time-consuming and lacks interactivity
Solution Approach 1:
The patent creates a virtual copy of the physical product support environment within the virtual universe. Users can interact with a virtual replica of their product and receive support in an immersive 3D space, transforming traditional 2D support interfaces into an interactive virtual experience that accelerates problem identification and resolution
Solution Approach 2:
The patent introduces an automated support system with virtual agents and teleportation technology as intermediaries between users and product support centers. These intermediaries automatically guide users through diagnostic processes, provide step-by-step solutions, and transport users directly to relevant support locations, eliminating manual navigation and reducing support time
2Ease of operation
If users manually navigate to product support centers in the virtual universe, then they can access support services, but the process becomes complex and difficult to locate the correct center
Solution Approach 1:
The patent implements automated support location services that perform preliminary actions by pre-calculating and preparing the optimal route to the appropriate product support center before the user arrives. The system analyzes user needs, identifies the correct support center, and automatically generates navigation instructions or teleportation invitations, eliminating the complexity of manual location search
Solution Approach 2:
The patent incorporates feedback mechanisms where the automated support location service continuously monitors user position, product information, and support center locations. The system provides real-time feedback by adjusting navigation routes, suggesting alternative paths, and confirming arrival at the correct support center, making the navigation process adaptive and user-friendly
3Extent of automation
If automated support systems are implemented, then support efficiency improves, but the system lacks the ability to handle complex issues requiring human technicians
Solution Approach 1:
The patent creates a dynamic support system that can adapt its automation level based on issue complexity. The system automatically handles routine diagnostic and troubleshooting tasks, but dynamically escalates to human technicians when it detects complex or unresolved issues. This dynamic adjustment optimizes both automation efficiency and human intervention capability
Solution Approach 2:
The patent replaces manual support processes with automated virtual agents and diagnostic systems for routine tasks. However, it maintains human technician availability as a backup mechanism for complex issues, creating a hybrid system that substitutes automation where appropriate while preserving human expertise when needed
Data Source
AI summary
The present invention relates to virtual universe product customer support. A method for providing customer service in a virtual universe in accordance with an embodiment of the present invention includes: determining that a real-world product may have a problem; collecting information associated with the product; analyzing the collected information at a support location service in the virtual universe to determine a land location within the virtual universe of a product support center for the product; and providing an avatar with a teleportation invitation to the product support center.