Home improvement telepresence system and method

• US 20050278446A1
• Filed: 05/27/2004
• Published: 12/15/2005
• Est. Priority Date: 05/27/2004
• Status: Abandoned Application

• Current Assignee: Jeffery Bryant
• Original Assignee: Jeffery Bryant
• Inventors: Bryant, Jeffery
• Application Number:
  US10/854,187
• Publication Number:
  US 20050278446A1
• Time in Patent Office: Days
• US Class Current: 709/227
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 65/1101 Session protocols
• CPC Class Codes: H04L 65/401 wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04L 67/63 Routing a service request depending on the request content or context

Abstract

The home improvement telepresence system and method is an Internet based system in which a plurality of home-based subscribers obtain real time audio and video support from a pool of experts trained in the subscribers area of interest. The subscriber wears a headset having a camera, microphone, earpiece, and light source mounted thereon. The headset is wirelessly connected to a subscriber-supplied computer having a high-speed connection to the Internet by which means browser software installed on the computer communicates with the home improvement computer server. The server software schedules and routes incoming calls from remote subscribers to computer workstations manned by expert in the subscriber'"'"'s area of concern.

Claims

1. A method for providing remote real-time technical support to a home user, comprising the steps of:

establishing a wireless connection between a subscriber worn headset and a subscriber computer;

connecting the subscriber computer to an Internet service provider;

running a browser on the subscriber computer;

establishing a connection between the subscriber computer and a home improvement technical support server;

establishing a connection between the support server and a computer workstation manned by a technical expert; and

establishing a two-way audio and one way video communication channel between the subscriber and the technical expert.

2. The method of claim 1, further comprising the steps of:

validating the identity of the home user;

automatically routing the home user to a specific technical expert based upon an on-line menu presented to the home user; and

automatically scheduling a support session based upon user supplied information and the availability of technical support.

3. The method of claim 1, further comprising the step of placing technical reference data on a server available to both the technical expert and home user.

4. A home improvement telepresence system for providing remote technical assistance, comprising:

at least one subscriber station having a headset including a microphone, a video camera, and an earpiece mounted thereon, and having a subscriber computer, the headset being in wireless communication with the subscriber computer, the computer being electrically connected to a computer network; and

at least one server computer having an interface for communication over the computer network, application program means, the application program means containing instruction code for routing voice and video data from the at least one subscriber computer to the at least one customer service workstation.

5. The home improvement telepresence system according to claim 4, wherein the server computer further comprises a memory for storing data for access by the application program means, said memory further comprising a data structure stored in said memory, said data structure further comprising a data structure instantiating code segment that establishes data records including:

(a) subscriber profile information;

(b) technical expert area proficiencies;

(c) technical expert work schedules;

(d) subject matter resource data;

(e) links to computer servers of home improvement equipment providers; and

(f) historical data on past support sessions.

6. The home improvement telepresence system of claim 4, wherein said at least one server further provides a user interface wherein:

(a) subscribers may log in, update their personal profile information, request technical data schedule a future real-time support session with a technical expert, request an immediate real-time support session with a technical expert, and prepare a questionnaire regarding received service; and

(b) customer service representatives may login to the at least one computer server, enter their work schedules, view subscriber profile information, view a video feed originating from the subscriber video camera, download relevant technical documentation, download data to the subscriber workstation, and prepare support session related reports.