PRODUCT SERVICE SYSTEM AND METHOD

• US 20090006970A1
• Filed: 09/09/2008
• Published: 01/01/2009
• Est. Priority Date: 06/08/2006
• Status: Active Grant

• Current Assignee: Whirlpool Corporation
• Original Assignee: Whirlpool Corporation
• Inventors: MCCOY, RICHARD A., JEFFERY, RANDELL L.
• Granted Patent: US 9,103,061 B2
• Time in Patent Office: Days
• US Class Current: 715/733
• CPC Class Codes: D06F 2101/20 Operation modes, e.g. delicate laundry washing programs, service modes or refreshment cycles
• CPC Class Codes: D06F 2105/58 Indications or alarms to the control system or to the user
• CPC Class Codes: D06F 2105/60 Audible signals
• CPC Class Codes: D06F 33/47 Responding to irregular working conditions, e.g. malfunctioning of pumps safety arrangements D06F37/42
• CPC Class Codes: D06F 34/05 for wireless communication between components, e.g. for remote monitoring or control
• CPC Class Codes: D06F 34/32 characterised by graphical features, e.g. touchscreens
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04M 7/0063 where the network is a peer-to-peer network
• CPC Class Codes: H04N 7/15 Conference systems

Abstract

An appliance is configured to establish a communications link through the appliance between a user and a service representative as part of installing, diagnosing and servicing the appliance.

Claims

1. A method of servicing an appliance, comprising:

identifying an appliance configured to perform a useful cycle of operation to complete a physical operation on an article comprising at least one component that is operated by a microprocessor controller to run a cycle of operation, and a multimedia user interface; and

establishing a video conference over the multimedia user interface between a service representative and a user to enable interaction between the service representative and the user.

2. The method of claim 1 further comprising the step of executing a diagnostic routine related to the at least one component.

3. The method of claim 1 further comprising the step of establishing a data link with the appliance and collecting data about the at least one component.

4. The method of claim 1 wherein the video conference includes at least one of a still picture of the service representative, a video of a service representative, a voice signal from the service representative, a voice signal from the user, a still picture of the user, a video of a user, an audible signal from the appliance, a still picture of the appliance, and a video of the appliance.

5. The method of claim 1 wherein the interaction includes one of answering questions, asking questions, explaining to the user how to use the appliance, assisting the user in the service process, assisting the user in the installation or configuration of the appliance, ordering a replacement part, authorizing a replacement part order, purchasing a good or service, and authorizing the purchase of a good or service.

6. The method of claim 3 wherein the service representative controls the appliance by interacting with microprocessor.

7. The method of claim 6 wherein the service representative controls the appliance by sending one of a network message to the appliance and a test script to be run on the appliance.

8. The method of claim 7 wherein the test script is contained in one of an XML document, a database record, and SQL statements for appending and updating records in a database.

9. The method of claim 1 wherein the appliance comprises multiple components and the service representative selects which of the multiple components to activate as part of the service.

10. The method of claim 1 wherein the service representative sends information to the user over the multimedia user interface.

11. The method of claim 10 where the information is one of a fault tree or portion thereof, a how-to video, a use and care guide, a frequently ask questions document, a still picture, an image, a survey, a question, an SQL statement, an XML document, and a url.

12. The method of claim 1 wherein the service representative adds a user to the video conference.

13. A method of operating an appliance, comprising:

identifying a first appliance configured to perform a useful cycle of operation to complete a physical operation on an article, the first appliance having a multimedia interface;

identifying a second appliance configured to perform a useful cycle of operation to complete a physical domestic operation on an article, the second appliance having a multimedia interface; and

establishing a video conference connection between the first and second appliances such that a person at the first appliance can video conference with a person at the second appliance.

14. The method of claim 13 wherein the first and second appliances are connected over a communications network.

15. The method of claim 14 wherein the first and second appliances are connected in a peer-to-peer relationship.

16. A method of servicing an appliance, comprising:

identifying an appliance, wherein the appliance comprises at least one component that is coupled to and controlled by a controller to implement a cycle of operation, with an internal communication network coupling the at least one component to the controller;

coupling a smart device having video conferencing functionality to the internal communication network and having software capable of assuming control of the at least one component; and

establishing a video conference over the smart device to enable interaction between a service representative and a user.

17. The method of claim 16 wherein the service representative controls the appliance.

18. The method of claim 17 wherein the user controls the appliance using the smart device.

19. The method of claim 17 wherein the appliance comprises multiple components and the service representative selects which of the multiple components to activate.

20. The method of claim 17 wherein the smart device is used for one of the service representative sending information to the user, the user sending information to the service representative, the appliance sending information to the service representative, and the appliance receiving information from the service representative.

21. The method of claim 17 wherein the appliance is configured to perform a useful cycle of operation to complete a physical domestic operation on an article.

25. The method of claim 21 wherein the message is an audio message.

26. The method of claim 21 further comprising the step of rendering the message on the multimedia user interface for receipt by a user.

27. The method of claim 26 wherein the rendering is one of a visual message on a video screen and an audio message from a speaker.

22. A method of alerting a user of a need for maintenance of an appliance comprising:

identifying an appliance configured to perform a useful cycle of operation to complete a physical operation on an article comprising at least one component that is operated by a microprocessor controller to run a cycle of operation, and a multimedia user interface;

ascertaining a need for maintenance of the appliance;

establishing a data link with the multimedia user interface; and

transmitting a message about the maintenance for receipt by a user.

23. The method of claim 22 wherein the ascertaining step is based on one of a predetermined schedule, sensor data, diagnosis, and user input.

24. The method of claim 22 wherein the data link is a video link and the message is a video message.

28. A method of installing or servicing an appliance, comprising:

identifying an appliance configured to perform a useful cycle of operation to complete a physical operation on an article comprising at least one component that is operated by a microprocessor controller to run a cycle of operation, and further comprising a multimedia user interface capable of establishing an audiovisual conference link between a service representative and a user to enable interaction between the service representative and the user; and

interacting with the multimedia user interface in an audiovisual conference link.

29. The method of claim 28 wherein the interacting step includes one of leaving a video message, leaving an audio message, speaking to a user, seeing an image of the user, listening to the voice of a user, transmittal of an identifier identifying the interacting, receiving of warranty information, and receiving one of customer information, consumer identification, passive identification information, biometric information, active identification information, payment information, and product registration information.

30. An appliance configured for performing a useful cycle of operation on a physical article comprising:

at least one component whose actuation is used to implement a useful cycle of operation on a physical article;

a controller to control operation of the at least one component in the cycle of operation,

a multimedia user interface and a communication portal,

and a software component configured to communicate audio, whereby a user and a third party can interact remotely by audio using one of the multimedia user interface and the communication portal to attend to one of the at least one component and the controller.

31. The appliance of claim 30 wherein the audio comprises voice over internet protocol.

32. The appliance of claim 30 further comprising a user interface component that can initiate a communication through one of the multimedia user interface and communication portal when activated.

33. An accessory for an appliance having at least one component configured to perform a useful cycle of operation on a physical article, the accessory comprising:

a smart device enabled to communicate with the at least one component, and with a multimedia user interface, and

a software component configured to communicate audio, whereby when the smart device is coupled to an appliance, a user and a third party can interact remotely by audio using the multimedia user interface to attend to the appliance.

34. The accessory of claim 33 wherein the audio comprises voice over internet protocol.

35. A network of at least two connected appliances, wherein one of the appliances is configured to perform a useful cycle of operation on a physical article and wherein both of the appliances are configured to communicate with each other, the network comprising an audio communication link, whereby users at each appliance can interact remotely by audio using the network.

36. The network of claim 35 wherein the audio comprises voice over internet protocol.

37. An appliance configured for performing a useful cycle of operation on a physical article comprising:

at least one component whose actuation is used to implement a useful cycle of operation on a physical article;

a controller to control operation of the at least one component in the cycle of operation; and

a multimedia user interface configured to receive inputs from a user to effect the cycle of operation and further configured to graphically interact with at least one of a user and a service representative during one of an installation and a service process.

38. Wherein the one of the installation and the service process of claim 37 includes displaying screens with one of questions about service, and questions about the operation of the appliance, and questions about performing tests during the service process, and questions about the appliance,

39. The appliance of claim 37 further configured to accept, store, and use new service or installation information for an appliance by one of a user and a service representative, and both.

40. The appliance of claim 37 further comprising a communication portal.