METHOD AND APPARATUS FOR OBTAINING FEEDBACK FROM A DEVICE FOR RECOMMENDATIONS

• US 20120117425A1
• Filed: 11/04/2011
• Published: 05/10/2012
• Est. Priority Date: 11/10/2010
• Status: Abandoned Application

• Current Assignee: Sony Corporation (Sony Group Corp.)
• Original Assignee: Sony Corporation (Sony Group Corp.)
• Inventors: Cowie, Robert, Tat, Peter, Nguyen, Don, Dao, Tam, Zhang, Guoxuan, LAM, Tom
• Application Number:
  US13/289,790
• Publication Number:
  US 20120117425A1
• Time in Patent Office: Days
• US Class Current: 714/26
• CPC Class Codes: G06Q 30/0251 Targeted advertisements

Abstract

A system and method for utilizing user feedback of a user device. The method includes accessing a troubleshooting request for a user device and obtaining use pattern data of a user'"'"'s use pattern of the user device. Operational setting information of the user device is obtained. Next, analysis of the use pattern data and the operational setting information of the user device is performed. A customized troubleshooting step list is generated, which is based on the analysis. A plurality of troubleshooting steps is performed in a sequence based on the customized troubleshooting step list.

Claims

1. A method for utilizing user feedback of a user device, comprising:

accessing a troubleshooting request for a user device;

obtaining use pattern data of a user'"'"'s use pattern of the user device;

obtaining operational setting information of the user device;

performing analysis of the use pattern data and the operational setting information of the user device;

generating a customized troubleshooting step list based on the analysis; and

performing a plurality of troubleshooting steps in a sequence based on the customized troubleshooting step list.

2. The method as claimed in claim 1, further comprising:

creating a user account for each user; and

collecting use pattern data for each user independent of a particular user device.

3. The method as claimed in claim 1, further comprising:

modifying the sequence of steps of the customized troubleshooting step list based on obtained use pattern data and the setting information.

4. The method as claimed in claim 1, further comprising:

receiving an error report associated with a particular user device; and

modifying the sequence of the steps of the customized troubleshooting step list based on the error report.

5. The method as claimed in claim 1, further comprising:

identifying a product bucket identification (ID) for each user device;

collecting troubleshooting information for a plurality of products having a particular product bucket identification (ID); and

modifying the sequence of the steps of the customized troubleshooting step list based on the particular bucket ID.

6. A client device comprising:

a user account module that stores use pattern data for a user, the use pattern data including operational setting information of the client device;

a transmission module that transmits the use pattern data to a remote location;

a reception module that receives processed data, the processed data being a function of the operational setting information;

a processor module that utilizes the processed data to modify a troubleshooting routine of the client device based on the received processed data.

7. The client device as claimed in claim 6, further comprising:

a display unit that displays an indication of the operation of the client device.

8. The client device as claimed in claim 6, wherein the use pattern data is updated at a predetermined time interval.

9. The client device as claimed in claim 6, wherein the reception module receives an updated troubleshooting routine.