Providing technical support in an augmented reality environment
First Claim
1. A method for providing support to a party who is using an augmented reality device and seeking to resolve an issue the party who is using the augmented reality device is seeking to resolve, the method comprising:
- obtaining one or more pieces of information from the augmented reality device needed to identify a cause of the issue, the one or more pieces of information comprising at least one of (1) an image of a real world, physical object photographed by a camera coupled to the augmented reality device, (2) a video of the real world, physical object recorded by the camera coupled to the augmented reality device, (3) a physical sound recorded through a microphone on the augmented reality device, and (4) input provided by the party on an input element on the augmented reality device;
identifying the cause of the issue by utilizing one or more predictive models and at least one of the one or more pieces of information as input to the one or more predictive models, wherein the one or more predictive models are arranged in a hierarchical program structure of possible causes to provide an order in which the one or more predictive models are utilized for identifying the cause of the issue and identifying the cause of the issue involves systematically working through the possible causes by making use of the one or more predictive models along with the at least one of the one or more pieces of information as input to the one or more predictive models to determine a likelihood of each of one or more of the possible causes being the cause of the issue;
querying a script for the identified cause of the issue, the script comprising one or more instructions to be performed by the party and one or more pieces of media to execute on the augmented reality device to aid the party in performing the one or more instructions; and
communicating the one or more instructions and the one or more pieces of media to the party through the augmented reality device.
10 Assignments
0 Petitions
Accused Products
Abstract
Various embodiments of the invention provide methods, systems, and computer program products for providing support to a party who is using an augmented reality device and seeking to resolve an issue. One or more pieces of information are obtained through the augmented reality device and a cause of the issue is identified by utilizing one or more predictive models and the pieces of information as input to the models. Once the cause has been identified, a script is queried that includes instructions to be performed by the party to address the cause and media to execute on the augmented reality device to aid the party in performing the instructions. Accordingly, the instructions and media are communicated to the party through the augmented reality device so that the party may perform the instructions with the aid of the media to address the cause of the issue.
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Citations
18 Claims
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1. A method for providing support to a party who is using an augmented reality device and seeking to resolve an issue the party who is using the augmented reality device is seeking to resolve, the method comprising:
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obtaining one or more pieces of information from the augmented reality device needed to identify a cause of the issue, the one or more pieces of information comprising at least one of (1) an image of a real world, physical object photographed by a camera coupled to the augmented reality device, (2) a video of the real world, physical object recorded by the camera coupled to the augmented reality device, (3) a physical sound recorded through a microphone on the augmented reality device, and (4) input provided by the party on an input element on the augmented reality device; identifying the cause of the issue by utilizing one or more predictive models and at least one of the one or more pieces of information as input to the one or more predictive models, wherein the one or more predictive models are arranged in a hierarchical program structure of possible causes to provide an order in which the one or more predictive models are utilized for identifying the cause of the issue and identifying the cause of the issue involves systematically working through the possible causes by making use of the one or more predictive models along with the at least one of the one or more pieces of information as input to the one or more predictive models to determine a likelihood of each of one or more of the possible causes being the cause of the issue; querying a script for the identified cause of the issue, the script comprising one or more instructions to be performed by the party and one or more pieces of media to execute on the augmented reality device to aid the party in performing the one or more instructions; and communicating the one or more instructions and the one or more pieces of media to the party through the augmented reality device. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A non-transitory, computer-readable medium comprising computer-executable instructions for providing support to a party who is using an augmented reality device and seeking to resolve an issue the party who is using the augmented reality device is seeking to resolve, that when executed, cause at least one computer processor to:
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obtain one or more pieces of information from the augmented reality device needed to identify a cause of the issue, the one or more pieces of information comprising at least one of (1) an image of a real world, physical object photographed by a camera coupled to the augmented reality device, (2) a video of the real world, physical object recorded by the camera coupled to the augmented reality device, (3) a physical sound recorded through a microphone on the augmented reality device, and (4) input provided by the party on an input element on the augmented reality device; identify the cause of the issue by utilizing one or more predictive models and at least one of the one or more pieces of information as input to the one or more predictive models, wherein the one or more predictive models are arranged in a hierarchical program structure of possible causes to provide an order in which the one or more predictive models are utilized for identifying the cause of the issue and the computer-executable instructions cause the at least one computer process to identify the cause of the issue by systematically working through the possible causes by making use of the one or more predictive models along with the at least one of the one or more pieces of information as input to the one or more predictive models to determine a likelihood of each of one or more of the possible causes being the cause of the issue; query a script for the identified cause of the issue, the script comprising one or more instructions to be performed by the party and one or more pieces of media to execute on the augmented reality device to aid the party in performing the one or more instructions; and communicate the one or more instructions and the one or more pieces of media to the party through the augmented reality device. - View Dependent Claims (8, 9, 10, 11, 12)
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13. A system for providing support to a party who is using an augmented reality device and seeking to resolve an issue the party who is using the augmented reality device is seeking to resolve, the system comprising:
at least one computer processor configured to; obtain one or more pieces of information from the augmented reality device needed to identify a cause of the issue, the one or more pieces of information comprising at least one of (1) an image of a real world, physical object photographed by a camera coupled to the augmented reality device, (2) a video of the real world, physical object recorded by the camera coupled to the augmented reality device, (3) a physical sound recorded through a microphone on the augmented reality device, and (4) input provided by the party on an input element on the augmented reality device; identify the cause of the issue by utilizing one or more predictive models and at least one of the one or more pieces of information as input to the one or more predictive models, wherein the one or more predictive models are arranged in a hierarchical program structure of possible causes to provide an order in which the one or more predictive models are utilized for identifying the cause of the issue and the at least one computer process is configured to identify the cause of the issue by systematically working through the possible causes by making use of the one or more predictive models along with the at least one of the one or more pieces of information as input to the one or more predictive models to determine a likelihood of each of one or more of the possible causes being the cause of the issue; query a script for the identified cause of the issue, the script comprising one or more instructions to be performed by the party and one or more pieces of media to execute on the augmented reality device to aid the party in performing the one or more instructions; and communicate the one or more instructions and the one or more pieces of media to the party through the augmented reality device. - View Dependent Claims (14, 15, 16, 17, 18)
Specification