Interactive user support system and method using sensors and machine knowledge

• US 5,490,089 A
• Filed: 05/02/1995
• Issued: 02/06/1996
• Est. Priority Date: 06/15/1993
• Status: Expired due to Term

• Current Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Original Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Inventors: Kurtz, Robert L., Wall, Thomas B., Smith, Craig A., Byers, Mark A.
• Primary Examiner(s): Ramirez, Ellis B.
• Assistant Examiner(s): PEESO, THOMAS R
• Application Number:
  US08/434,307
• Time in Patent Office: 280 Days
• Field of Search: 355/203, 355/204, 355/205, 355/207, 355/209, 364/188, 359/110, 340/517, 340/523, 340/825.06, 340/825.16, 324/511, 324/512, 324/515, 371/29.1
• US Class Current: 399/81
• CPC Class Codes: H04N 1/0035 User-machine interface; Control console input or output arrangements for computers G06F3/00
• CPC Class Codes: H04N 1/00384 Key input means, e.g. buttons or keypads electromechanical details of key input means in general H01H13/00
• CPC Class Codes: H04N 1/00411 the display also being used for user input, e.g. touch screen
• CPC Class Codes: H04N 1/00437 Intelligent menus, e.g. anticipating user selections

Abstract

An interactive user support system for a document processing system or an image producing device controls the operation of the machine using an internally stored knowledge base derived from information and rules provided by expels in the field. A plurality of sensors monitor the operation of the machine and a variety of user actions. If the system determines that the user needs help, by comparing the operation of the machine with the information and rules in the knowledge base, the system will interrupt the user and offer or provide assistance. If the user is performing proper steps to correct a problem or perform a specific job, the system will not interrupt the user. Additionally, the user may query the system for assistance or direction. The result is a more efficient document processing system or image producing device for use in any environment and able to be operated by a variety of users having a range of needs and abilities.

Claims

1. An interactive user support system for an image producing device, comprising:

storage means for storing information and rules relating to operation of the image producing device;

sensing means for sensing the operation of the image producing device as a result of user actions, said sensing means providing signals representative of a deviation between user expectations and the operation of the image producing device;

user interface means for enabling an interactive dialogue between said system and said user;

comparing means for comparing the operation performed by a user on said image producing device based on said signals from said sensing means with said information and rules stored in said storage means;

means for determining whether it is appropriate to communicate with said user in accordance with the comparison from said comparing means; and

controlling means for controlling output of the user interface means only if said determining means determines that it is appropriate to communicate with said user.

2. The interactive user support system of claim 1, wherein said sensing means comprises a plurality of sensors disposed at specific locations in the image producing device.

3. The interactive user support system of claim 1, wherein said controlling means prevents operation of the image producing device if said comparing means determines a difference between a series of actions performed by said user and said information and rules stored in said storage means.

4. The interactive user support system of claim 1, wherein said user interface means communicates with said user via a video monitor.

5. The interactive user support system of claim 4, wherein said user interface means communicates with said user via an audio terminal.

6. The interactive user support system of claim 1, wherein said user interface means communicates with said user via an audio terminal.

7. The interactive user support system of claim 6, wherein said controlling means provides assistance to the user via said user interface means if said comparing means detects a difference between a series of actions performed by said user and said information and rules stored in said storage means.

8. The interactive user support system of claim 7, wherein said user interface means comprises means for initiating an interactive dialogue with said user.

9. A method of operating an image producing device using an interactive user support system, the method comprising the steps of:

storing information and rules relating to operation of the image producing device;

sensing the operation of the image producing device as a result of user actions;

providing signals in accordance with said sensing step representative of a deviation between user expectations and the operation of the image producing device;

enabling, with a user interface, an interactive dialogue between said system and said user;

comparing the operation performed by a user on said image producing device based on said signals from said providing step with said information and rules;

determining whether it is appropriate to communicate with said user in accordance with said comparing step; and

controlling output of the user interface only if it is determined in said determining step that it is appropriate to communicate with said user.

10. The method of claim 9, wherein said controlling step includes the step of preventing operation of the image producing device if said comparing step determines a difference between a series of actions performed by said user and said information and rules stored in said storing step.

11. The method of claim 9, further comprising the step of providing assistance to said user via a user interface if said comparing step detects a difference between a series of actions performed by said user and said information and rules stored in said storing step.

12. The method of claim 11, further comprising the step of initiating an interactive dialogue between said system and said user.

13. An interactive user support system for an image producing device, comprising:

storage means for storing information and rules relating to operation of the image producing device;

sensing means for sensing the operation of the image producing device as a result of user action, said sensing means providing signals representative of a deviation between user expectations and the operation of the image producing device;

user interface means for enabling an interactive dialogue between said system and said user;

comparing means for comparing the operation performed by a user on said image producing device based on said signals from said sensing means with said information and rules stored in said storage means; and

controlling means for controlling output of the user interface means if requested by said user or if said comparing means determines that said user performs an incorrect action, said incorrect action being an attempt of said user to complete an operation without first performing all of the steps of said operation without regard to the sequence of performance of said steps by said user.

14. The interactive user support system of claim 13, said controlling means further for monitoring certain conditions in accordance with said sensing means, said conditions being independent of the interaction of said user with said system, said controlling means prompting said user interface to display a message if at least one of said conditions becomes a predetermined condition.

15. An interactive user support system for an image producing device, comprising:

storage means for storing information and rules relating to operation of the image producing device;

sensing means for sensing the operation of the image producing device as a result of user action, said sensing means providing signals representative of a deviation between user expectations and the operation of the image producing device;

user interface means for enabling an interactive dialogue between said system and said user;

comparing means for comparing the operation performed by a user on said image producing device based on said signals from said sensing means with said information and rules stored in said storage means; and

controlling means, said controlling means having a first mode and a second mode of operation,

said first mode being a monitoring mode, said controlling means for monitoring said system and allowing said user to proceed even if said comparing means senses that said user performed an incorrect action, so long as said user corrects said incorrect action within one of a predetermined interval of time and a number of operations,

said second mode being an assistance mode, said controlling means for assisting said user via said user interface means to correct said incorrect action by issuing instructions,

wherein said control means remains in said monitoring mode and permits said user to perform the steps of a predetermined process out of sequence with respect to said information and rules stored in said storage means, so long as said user completes all of said steps of said predetermined process.

16. The interactive user support system of claim 15, said controlling means further for monitoring certain conditions in accordance with said sensing means, said conditions being independent of the interaction of said user with said system, said controlling means prompting said user interface to display a message if at least one of said conditions becomes a predetermined condition.

17. An interactive user support system for an image producing device, comprising:

storage means for storing information and rules relating to operation of the image producing device;

sensing means for sensing the operation of the image producing device as a result of user action, said sensing means providing signals representative of a deviation between user expectations and the operation of the image producing device;

user interface means for enabling an interactive dialogue between said system and said user;

comparing means for comparing the operation performed by a user on said image producing device based on said signals from said sensing means with said information and rules stored in said storage means; and

controlling means for controlling output of the user interface means if requested by said user or if said comparing means determines that said user performs an incorrect action, wherein after said incorrect action has been determined, said controlling means begins assisting said user if said user fails to correct said incorrect action within one of a predetermined time limit and a number of operations.

18. The interactive user support system of claim 17, said controlling means further for monitoring certain conditions in accordance with said sensing means, said conditions being independent of the interaction of said user with said system, said controlling means prompting said user interface to display a message if at least one of said conditions becomes a predetermined condition.