Troubleshooting engine and method for using same
First Claim
1. A distributed service system comprising:
- a first database storing first selected historical information in a first selected spoken language, the first selected historical information comprising first product repair information reported by a first service technician after performing repairs on another product similar to a product being repaired;
at least a second database storing at least second selected historical information in at least a second selected spoken language, the second selected historical information comprising second product repair information reported by at least a second service technician also after performing repairs on another product similar to the product being repaired; and
a troubleshooting engine in communication with said first database and said at least second database, said troubleshooting engine for receiving repair information from any of the first and at least second service technicians, and said troubleshooting engine for assembling a repair guide based at least in part on the received information and on selected information of the first selected historical information and the at least the second selected historical information,wherein said troubleshooting engine further comprises a translator configured to translate between the first selected spoken language and a different language comprising the second selected spoken language.
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Abstract
A system for using a troubleshooting engine to assemble an interactive multimedia repair guide for assisting a service technician in the repair of a defective product, and a mehof of using the same. The system includes a dynamic knowledge database for storing product history records relating to defects reported concerning the product. The database also contains design information related to the product for correlation with the defect reports and use in analyzing future reported defects. A product performance counter (PPC) analysis module receives PPC data from an individual product, generates a PPC profile based on the received data, and compares the profile to stored design and historical PPC profiles to produce a weighted prediction report of likely defects. This report is transmitted to the troubleshooting engine, which directs a multimedia application to transmit diagnosis and repair instructions to a service center technician. The database is formed of separate portions, embodied at separate geographical locations and storing records in different languages.
26 Citations
20 Claims
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1. A distributed service system comprising:
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a first database storing first selected historical information in a first selected spoken language, the first selected historical information comprising first product repair information reported by a first service technician after performing repairs on another product similar to a product being repaired; at least a second database storing at least second selected historical information in at least a second selected spoken language, the second selected historical information comprising second product repair information reported by at least a second service technician also after performing repairs on another product similar to the product being repaired; and a troubleshooting engine in communication with said first database and said at least second database, said troubleshooting engine for receiving repair information from any of the first and at least second service technicians, and said troubleshooting engine for assembling a repair guide based at least in part on the received information and on selected information of the first selected historical information and the at least the second selected historical information, wherein said troubleshooting engine further comprises a translator configured to translate between the first selected spoken language and a different language comprising the second selected spoken language. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A method comprising:
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collecting first data related to reported defects in products that the service technicians are expected to repair and storing the first data at a first database in a first selected spoken language; collecting second data also related to reported defects in products that the service technicians are expected to repair and storing the second data at a second database in a second selected spoken language; and providing a troubleshooting engine for receiving repair-related information from the service technicians and using the repair-related information to prepare a multimedia repair guide for transmission to the service technicians, wherein the repair guide is at least in part based upon at least a selected one of the first data and the second data and wherein the troubleshooting engine further comprises a translator configured to translate between the first selected spoken language and a different language comprising the second selected spoken language. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification