User support
First Claim
1. A user support method of providing online support for operation of a device coupled to a client system, comprising steps of:
- (a) connecting the client system to a user support server system configured to provide online support for operation of the device;
(b) transmitting device information indicative of a device model and environment information indicative of an operation environment of the device, from the client system to the user support server system;
(c) diagnosing, using the device information and the environment information transmitted to the user support server system, a device system which includes the client system and the device so as to identify a malfunction part of the device system;
(d) generating a repair plan for solving the malfunction of the device system based on the diagnosis, the repair plan further based on a probability of estimated malfunction status and a repair burden on a user;
(e) generating device support information based on the diagnosis, the device support information including the repair plan and being configured to be used for supporting operation of the device;
(f) transmitting the device support information from the user support server system to the client system; and
(g) providing a user interface indicative of the identified malfunction part and the repair plan in response to the received device support information at the client system.
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Accused Products
Abstract
Online support is given for operation of a device. First, a client system equipped with the device is connected to a user support server that gives online support for operation of the device. Next, the client system transmits device information for which the device model can be specified and use environment information indicative of an operation environment of the device to the user support server system. Finally, using the information transmitted to the user support server system, the device support information for supporting operation of the device that the client system has is generated, and the device support information is transmitted to the client system.
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Citations
19 Claims
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1. A user support method of providing online support for operation of a device coupled to a client system, comprising steps of:
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(a) connecting the client system to a user support server system configured to provide online support for operation of the device; (b) transmitting device information indicative of a device model and environment information indicative of an operation environment of the device, from the client system to the user support server system; (c) diagnosing, using the device information and the environment information transmitted to the user support server system, a device system which includes the client system and the device so as to identify a malfunction part of the device system; (d) generating a repair plan for solving the malfunction of the device system based on the diagnosis, the repair plan further based on a probability of estimated malfunction status and a repair burden on a user; (e) generating device support information based on the diagnosis, the device support information including the repair plan and being configured to be used for supporting operation of the device; (f) transmitting the device support information from the user support server system to the client system; and (g) providing a user interface indicative of the identified malfunction part and the repair plan in response to the received device support information at the client system. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A user support server system for providing online support for operation of a device coupled to a client system, comprising:
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an information receiver configured to receive device information indicative of a device model and environment information indicative of an operation environment of the device, from the client system; an information generator configured to diagnose, using the device information and the environment information transmitted to the user support server system, a device system which includes the client system and the device so as to identify a malfunction part of the device system, to generate a repair plan for solving the malfunction of the device system based on the diagnosis, the repair plan further based on a probability of estimated malfunction status and a repair burden on a user, and to generate device support information based on the diagnosis, the device support information including the repair plan and being configured to be used for supporting operation of the device; and an information transmitter configured to transmit the device support information to the client system, and to control the client system to provide a user interface indicative of the identified malfunction part and the repair plan as the device support information in response to the device support information received from the user support server system. - View Dependent Claims (12, 13)
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14. A client system for supporting operation of a device coupled to the client system, comprising:
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a connector configured to connect the client system to the user support server system configured to provide online support for operation of the device; an information transmitter configured to transmit device information indicative of a device model and environment information indicative of an operation environment of the device, from the client system to the user support server system; and an information receiver configured to receive device support information from the user support server system, the device support information being generated based on a diagnosis, the diagnosis using the device information and the environment information transmitted to the user support server system, the device support information being configured to be used for supporting operation of the device, wherein the device support information includes an identification of a malfunction part of a device system which includes the client system and the device and a repair plan for solving the malfunction of the device system, wherein the repair plan is based on a probability of estimated malfunction status and a repair burden on a user, and wherein the client system is configured to provide a user interface indicative of the identified malfunction part and the repair plan as the device support information in response to the device support information received from the user support server system. - View Dependent Claims (15, 16, 17, 18, 19)
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Specification