Wireless remote assistance
First Claim
Patent Images
1. A method of providing real-time remote assistance comprising:
- (a) a user having a wireless communications device that provides two-way audio communication and at least one way video communication to a remote assistance system;
(b) said remote assistance system receiving an activation signal from the wireless communications device;
(c) connecting to the wireless communications device to the remote assistance system, wherein the connection enables communication of both audio and video signals with the wireless communications device;
(d) assessing the user'"'"'s needs;
(e) selecting a support technician to meet the user'"'"'s needs; and
(f) placing the technician in audio communication directly with the user, wherein the technician can also view the video signal from the wireless communications device through the remote assistance system.
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Accused Products
Abstract
A method of providing real time remote assistance to a user (12) through a remote assistance system (10) that includes a wireless communication device (20) for two way audio and at least one way video communication. The system (10) receives an activation signal from device (20) to connect to the system (10). The needs of user (12) are assessed and device (20) is then directly connected to a selected support technician (14) who can speak to the user and view a project (16) or the user (12) to expedite assistance to user (12).
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Citations
16 Claims
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1. A method of providing real-time remote assistance comprising:
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(a) a user having a wireless communications device that provides two-way audio communication and at least one way video communication to a remote assistance system; (b) said remote assistance system receiving an activation signal from the wireless communications device; (c) connecting to the wireless communications device to the remote assistance system, wherein the connection enables communication of both audio and video signals with the wireless communications device; (d) assessing the user'"'"'s needs; (e) selecting a support technician to meet the user'"'"'s needs; and (f) placing the technician in audio communication directly with the user, wherein the technician can also view the video signal from the wireless communications device through the remote assistance system. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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Specification