INTEGRATED CUSTOMER PREMISES EQUIPMENT TROUBLESHOOTING ASSISTANCE

• US 20120150632A1
• Filed: 12/08/2010
• Published: 06/14/2012
• Est. Priority Date: 12/08/2010
• Status: Abandoned Application

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: FAN, James, BARRETT, Thomas, LAM, Jennifer K.
• Application Number:
  US12/963,000
• Publication Number:
  US 20120150632A1
• Time in Patent Office: Days
• US Class Current: 705/14.49
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/0251 Targeted advertisements

Abstract

Providing troubleshooting information at a customer premises equipment device to be used with a service provided by a service provider includes storing operating instructions on a local storage of the customer premises equipment device. A search request is received, from a user of the customer premises equipment device, for operating instructions for resolving an issue related to the customer premises equipment device. A display screen displays a guided tutorial for implementing the operating instructions for resolving the issue. Assistance information, obtained by the service provider, is provided to the customer premises equipment device when implementing the operating instructions for resolving the issue does not resolve the issue.

Claims

1. A method for providing troubleshooting information at a customer premises equipment device to be used with a service provided by a service provider, comprising:

storing operating instructions on a local storage of the customer premises equipment device;

receiving a search request, from a user of the customer premises equipment device, for operating instructions for resolving an issue related to the customer premises equipment device;

displaying, on a display screen of the customer premises equipment device, a guided tutorial for implementing the operating instructions for resolving the issue,

wherein assistance information, obtained by the service provider, is provided to the customer premises equipment device when implementing the operating instructions for resolving the issue does not resolve the issue.

2. The method according to claim 1, further comprising:

establishing a network connection between the customer premises equipment device and the service provider.

3. The method according to claim 2,

wherein the network connection is distinct from a network connection established over a service network maintained by the service provider.

4. The method according to claim 2,

wherein the network connection is a data network connection established over a data network.

5. The method according to claim 2,

wherein the network connection is a telecommunications network connection established over a telecommunications network.

6. The method according to claim 1, further comprising;

obtaining, by the service provider, metadata for the customer premise equipment device.

7. The method according to claim 1,

wherein the assistance information includes updated operating instructions obtained from a manufacturer of the customer premises equipment device.

8. The method according to claim 1,

wherein the service provider obtains the assistance information in real-time.

9. The method according to claim 1,

wherein the assistance information includes repair facility information for repairing the customer premise equipment device.

10. The method according to claim 1,

wherein the service provider pushes the assistance information to the local storage.

11. The method according to claim 1,

wherein the assistance information includes advertisement information for purchasing accessories for the customer premises equipment device.

12. The method according to claim 1,

wherein the assistance information includes advertisement information for purchasing a newer model of the customer premises equipment device.

13. The system according to claim 12, further comprising:

charging a fee each time the advertisement information is displayed.

14. The system according to claim 1, further comprising:

pushing recall information, obtained by the service provider, to the local storage.

15. A non-transitory, tangible computer readable medium that includes a set of instructions for providing troubleshooting information at a customer premises equipment device to be used with a service provided by a service provider, the set of instructions directing at least one processor to perform acts of:

storing operating instructions on a local storage of the customer premises equipment device;

receiving a search request, from a user of the customer premises equipment device, for operating instructions for resolving an issue related to the customer premises equipment device;

displaying, on a display screen of the customer premises equipment device, a guided tutorial for implementing the operating instructions for resolving the issue,

wherein assistance information, obtained by the service provider, is provided to the customer premises equipment device when implementing the operating instructions for resolving the issue does not resolve the issue.

16. The tangible computer readable medium according to claim 15,

wherein the guided tutorials are interactive.

17. The tangible computer readable medium according to claim 15,

wherein the local storage is a digital video recorder.

18. The tangible computer readable medium according to claim 15,

wherein the service provider stores updated operating instructions and a record corresponding to the customer premises equipment and the user.

19. The tangible computer readable medium according to claim 18,

wherein the record is annotated with notes for resolving the issue related to the customer premises equipment.

20. A system for providing troubleshooting information at a customer premises equipment device to be used with a service provided by a service provider, comprising:

a local storage of the customer premises equipment device that stores operating instructions that are searchable, by a user of the customer premises equipment device, for operating instructions for resolving an issue related to the customer premises equipment device;

a display screen of the customer premises equipment device that displays a guided tutorial for implementing the operating instructions for resolving the issue; and

an interface of the customer premises equipment device that receives assistance information, obtained by the service provider, when implementing the operating instructions for resolving the issue does not resolve the issue.