Providing Image-Based Guidance for Remote Assistance

• US 20090164899A1
• Filed: 12/21/2007
• Published: 06/25/2009
• Est. Priority Date: 12/21/2007
• Status: Active Grant

• Current Assignee: CA, Inc. (d/b/a CA Technologies) (Broadcom, Inc.)
• Original Assignee: Symantec Corporation (NortonLifeLock Inc.)
• Inventors: HERNACKI, Brian, Satish, Sourabh, Brown, Timothy G.
• Granted Patent: US 8,151,193 B2
• Time in Patent Office: Days
• US Class Current: 715/709
• CPC Class Codes: G06F 9/453 Help systems

Abstract

Visual images of computer components are provided to remotely guide users through the process of setting up physical connections. Component identifying information is automatically gleaned and provided from a user'"'"'s computer to a remote administrator. The administrator provides visual images of the components to the user, and remotely annotates them to guide the user through the configuration process. Image annotation can include pointing to a specific section of the image (e.g., the plug into which a cable is to be inserted) and/or drawing or writing on or otherwise marking-up the image to direct the user'"'"'s attention. The visual image-based guidance can be supplemented by voice communication with the user.

Claims

1. A computer implemented method for providing image-based guidance for remote assistance with electronic component configuration, the method comprising the steps of:

receiving component identification information, the component identification information identifying at least one electronic component associated with a user'"'"'s computing system;

transmitting at least one image associated with at least one electronic component associated with the user'"'"'s computing system to the user, to remotely assist the user with configuration of the at least one associated electronic component; and

providing at least one visual cue concerning the at least one image to the user, to further remotely assist the user with configuration of the at least one associated electronic component.

2. The method of claim 1 wherein providing at least one visual cue concerning the at least one image to the user further comprises:

providing at least one visual cue from a group of visual cues consisting of;

a visual pointer to a section of the image;

a highlight of a section of the image;

a drawing on the image to direct the user'"'"'s attention;

a marking on the image to direct the user'"'"'s attention; and

writing on the image to direct the user'"'"'s attention.

3. The method of claim 1 further comprising performing a step from a group of steps consisting of:

providing voice communication to the user, to further remotely assist the user with configuration of the at least one associated electronic component;

providing electronic communication to the user, to further remotely assist the user with configuration of the at least one associated electronic component.

4. The method of claim 1 wherein the at least one electronic component associated with a user'"'"'s computing system further comprises at least one electronic component from a group of electronic components consisting of:

a printer;

a scanner;

a display device;

an audio device;

a network device;

a network;

a webcam;

a digital camera;

a desktop computing device;

a mobile computing device;

a digital television recorder; and

a smart appliance.

5. The method of claim 1 wherein receiving component identification information further comprises:

receiving at least one digital image of at least one component.

6. The method of claim 1 wherein receiving component identification information further comprises receiving component identification information originating from at least one source from a group of sources consisting of:

a component; and

a user'"'"'s operating system.

7. The method of claim 1 wherein transmitting at least one image associated with at least one electronic component associated with the user'"'"'s computing system to the user further comprises:

retrieving at least one image associated with at least one electronic component associated with the user'"'"'s computing system; and

transmitting the at least one retrieved image to the user.

8. At least one computer readable medium containing a computer program product for providing image-based guidance for remote assistance with electronic component configuration, the computer program product comprising:

program code for receiving component identification information, the component identification information identifying at least one electronic component associated with a user'"'"'s computing system;

program code for transmitting at least one image associated with at least one electronic component associated with the user'"'"'s computing system to the user, to remotely assist the user with configuration of the at least one associated electronic component; and

program code for providing at least one visual cue concerning the at least one image to the user, to further remotely assist the user with configuration of the at least one associated electronic component.

9. The computer program product of claim 8 wherein the program code for providing at least one visual cue concerning the at least one image to the user further comprises:

program code for providing at least one visual cue from a group of visual cues consisting of;

a visual pointer to a section of the image;

a highlight of a section of the image;

a drawing on the image to direct the user'"'"'s attention;

a marking on the image to direct the user'"'"'s attention; and

writing on the image to direct the user'"'"'s attention.

10. The computer program product of claim 8 further comprising program code for performing at least one step from a group of steps consisting of:

providing voice communication to the user, to further remotely assist the user with configuration of the at least one associated electronic component; and

providing electronic communication to the user, to further remotely assist the user with configuration of the at least one associated electronic component.

11. The computer program product of claim 8 wherein the at least one electronic component associated with a user'"'"'s computing system further comprises at least one electronic component from a group of electronic components consisting of:

a printer;

a scanner;

a display device;

an audio device;

a network device;

a network;

a webcam;

a digital camera;

a desktop computing device;

a mobile computing device;

a digital television recorder; and

a smart appliance.

12. The computer program product of claim 8 wherein the program code for receiving component identification information further comprises:

program code for receiving at least one digital image of at least one component.

13. The computer program product of claim 8 wherein the program code for receiving component identification information further comprises program code for receiving component identification information originating from at least one source from a group of sources consisting of:

a component; and

a user'"'"'s operating system.

14. The computer program product of claim 8 wherein the program code for transmitting at least one image associated with at least one electronic component associated with the user'"'"'s computing system to the user further comprises:

program code for retrieving at least one image associated with at least one electronic component associated with the user'"'"'s computing system; and

program code for transmitting the at least one retrieved image to the user.

15. A computer system for providing image-based guidance for remote assistance with electronic component configuration, the computer system comprising:

means for receiving component identification information, the component identification information identifying at least one electronic component associated with a user'"'"'s computing system;

means for transmitting at least one image associated with at least one electronic component associated with the user'"'"'s computing system to the user, to remotely assist the user with configuration of the at least one associated electronic component; and

means for providing at least one visual cue concerning the at least one image to the user, to further remotely assist the user with configuration of the at least one associated electronic component.

16. The computer system of claim 15 wherein the means for providing at least one visual cue concerning the at least one image to the user further comprise:

means for providing at least one visual cue from a group of visual cues consisting of;

a visual pointer to a section of the image;

a highlight of a section of the image;

a drawing on the image to direct the user'"'"'s attention;

a marking on the image to direct the user'"'"'s attention; and

writing on the image to direct the user'"'"'s attention.

17. The computer system of claim 15 further comprising means for performing at least one step from a group of steps consisting of:

providing voice communication to the user, to further remotely assist the user with configuration of the at least one associated electronic component; and

providing electronic communication to the user, to further remotely assist the user with configuration of the at least one associated electronic component.

18. The computer system of claim 15 wherein the at least one electronic component associated with a user'"'"'s computing system further comprises at least one electronic component from a group of electronic components consisting of:

a printer;

a scanner;

a display device;

an audio device;

a network device;

a network;

a webcam;

a digital camera;

a desktop computing device;

a mobile computing device;

a digital television recorder; and

a smart appliance.

19. The computer system of claim 15 wherein the means for receiving component identification information further comprise:

means for receiving at least one digital image of at least one component.

20. The computer system of claim 15 wherein the means for transmitting at least one image associated with at least one electronic component associated with the user'"'"'s computing system to the user further comprise:

means for retrieving at least one image associated with at least one electronic component associated with the user'"'"'s computing system; and

means for transmitting the at least one retrieved image to the user.