Customer feedback device on a machine console

• US 5,392,095 A
• Filed: 12/02/1993
• Issued: 02/21/1995
• Est. Priority Date: 12/02/1993
• Status: Expired due to Fees

• Current Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Original Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Inventors: Siegel, Robert P.
• Primary Examiner(s): Smith, Matthew S.
• Application Number:
  US08/160,649
• Time in Patent Office: 446 Days
• Field of Search: 355/200, 355/202, 355/203-209, 371/16.4, 371/17, 371/18, 371/29.1
• US Class Current: 399/8
• CPC Class Codes: G03G 15/5079 for maintenance
• CPC Class Codes: G03G 15/55 Self-diagnostics; Malfunction or lifetime display
• CPC Class Codes: H04N 1/32561 using a programmed control device, e.g. a microprocessor
• CPC Class Codes: H04N 2201/0074 Arrangements for the control of a still picture apparatus by the connected apparatus arrangements for the control of the connected apparatus by the still picture apparatus H04N2201/0013; control of image communication with the connected apparatus H04N2201/0015

Abstract

A method of notification to a remote customer support service in response to an operator'"'"'s dissatisfaction with either machine performance or copy quality is initiated by the operator pressing a dialog button on the console of the machine to start an interactive feedback session through the machine interface. The button signals notification to a remote station. The remote location interacts with the operator to remove the source of dissatisfaction with the help of the operator, through an automated adjustment of machine control parameters or dispatch of a service technician.

Claims

1. In an image forming apparatus having image processing components for forming images on a medium, a controller for directing the operation of the image forming components including an operator interface connected to the controller, the operator interface including a interactive display, the method of enabling an operator to observe the image forming process and the copy sheet output of that process and communicate observations to remote customer support services for response to the operator observation, if required, comprising the steps of:

monitoring the operation of the image forming apparatus relative to forming images on the medium;

subjectively detecting the copy quality of the copy sheet output;

initiating dialog with the remote customer support services through the interactive display in accordance with an operator'"'"'s threshold dissatisfaction with images on a copy sheet;

selecting at least one option displayed on the interactive display for transmission to the remote customer support services;

determination by the remote customer support services if the condition is one that requires correction; and

initiation of corrective action, if required, by the customer support services either directly to the image forming component of the image forming apparatus through software parameters, by means of the operator, or through a maintenance call to a technical representative.

2. The method of claim 1, wherein said customer support services comprises a computer based automated expert system.

3. The method of claim 1, wherein said customer support services includes a customer service operator that interacts through the interactive display with the operator of the image forming apparatus.

4. In an image forming apparatus having image processing components for forming images on a medium, a controller for directing the operation of the image forming components, an operator initiated method of signaling a remote station of the individual operator'"'"'s subjective perception of the quality of the image placed on the medium by the image forming apparatus, such as, copy quality, comprising the steps of:

monitoring the operation of the image forming apparatus relative to forming images on the medium;

subjectively examining the image placed on the medium by the image forming apparatus;

subjectively determining whether the image placed on the medium is satisfactory; and

initiating a notification to the remote location if the operator is dissatisfied with the image on the medium to thereby supply contextually relevant data to be considered by a technician.

5. The method of claim 4, including the step of creating an operator profile in said remote location for the operator initiating said notification to be used to particularize the image forming apparatus for that operator'"'"'s sensitivities.

6. The method of claim 5, including the step of incorporating said operator profile into control rules which determine when certain actions are to be taken or how certain adjustments are to be made for the particular operator.

7. An image forming apparatus having a control panel and image forming components for forming images on a medium, comprising:

a controller connected to the control panel for directing the operation of the image processing components;

an operator dialog button positioned on the control panel, said operator dialog button being adapted to be pushed when an operator has reached a subjective tolerance threshold as to personal dissatisfaction with the quality of images on the medium, as oppose to, diagnostic observables which relate to the process performed by the image forming apparatus; and

a remote station adapted to receive a signal from said customer dialog button when said customer dialog button is pressed by an operator of the image forming apparatus and record the same in memory for future use.

8. The apparatus of claim 7, wherein said controller includes software control dialog which facilitate the retrieval of contemporaneous operator observations about the image forming apparatus and output of the apparatus and combining of the observations with apparatus data for diagnostic analysis.

9. An image forming apparatus having a control panel and image forming components for forming images on a medium comprising:

a controller connected to the control panel for directing the operation of the image processing components; and

an operator dialog area positioned on the control panel, said operator dialog area being adapted when touched by an operator to initiate dialog between the operator and said controller such that the operator can key contemporaneous subjective image on medium quality observations into said controller with immediate feedback from said controller to the image forming apparatus to adjust image quality on the medium to the satisfaction of the operator.

10. The apparatus of claim 9, including a remote computer based automated expert system linked to said controller, and wherein said expert system is adapted to take input of operator observations and use the input to draw conclusions about the state of the image forming apparatus and indicate on said control panel what action needs to be taken to satisfy the operator.

11. The apparatus of claim 10, wherein said remote computer based automated expert system is adapted to make electronic repair to the image forming apparatus through manipulation of software control parameters.

12. In an image forming apparatus having image processing components for forming images on a medium, a controller for directing the operation of the image forming components including an operator interface connected to the controller, the operator interface including a interactive display, the method of enabling an operator to observe the image forming process and the copy sheet output of that process and communicate observations to remote customer support services for response to the operator observation, if required, comprising the steps of:

monitoring the operation of the image forming apparatus relative to forming images on the medium;

detecting a machine or copy quality defect condition;

initiating dialog with the remote customer support services through the interactive display in accordance with said machine or copy quality condition detected;

selecting at least one machine condition option displayed on the interactive display for transmission to the remote customer support services;

determination by the remote customer support services if the condition is one that requires correction;

initiation of corrective action, if required, by the customer support services either directly to the image forming component of the image forming apparatus through the software parameters, by means of the operator, or through a maintenance call to a technical representative, and

inhibiting interaction between the operator and the interactive display after a predetermined time has elapsed if the operator does not interact with the interactive display before the predetermined time expires.