Product repair assistance using a virtual universe

• US 8,126,817 B2
• Filed: 06/06/2008
• Issued: 02/28/2012
• Est. Priority Date: 06/06/2008
• Status: Active Grant

• Current Assignee: Wargaming.Net Limited
• Original Assignee: International Business Machines Corporation
• Inventors: Hamilton, Rick A. II, O'Connell, Brian M., Pickover, Clifford A., Walker, Keith R.
• Primary Examiner(s): Plucinski, Jami A
• Assistant Examiner(s): Bahl, Sangeeta
• Application Number:
  US12/134,828
• Publication Number:
  US 20090306935A1
• Time in Patent Office: 1,362 Days
• Field of Search: 705/1, 705/1.1, 705/305, 705/500, 715/706, 715/751, 715/757
• US Class Current: 705/305
• CPC Class Codes: A63F 13/65 automatically by game devices or servers from real world data, e.g. measurement in live racing competition
• CPC Class Codes: A63F 2300/5526 Game data structure
• CPC Class Codes: A63F 2300/69 Involving elements of the real world in the game world, e.g. measurement in live races, real video
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance

Abstract

An approach that provides product repair assistance using a virtual universe is described. In one embodiment, there is a method for providing repair assistance for a real-world product in a virtual universe. The method includes receiving diagnostic information relating to the real-world product, ascertaining repair assistance information for the real-world product from the received diagnostic information, and generating a rendition of the real-world product along with the repair assistance information for display to a resident on-line in the virtual universe.

Claims

1. A method, performed with a computer system, for providing repair assistance for a real-world product using a virtual universe, the method comprising:

using the computer system to perform the following;

receiving diagnostic information relating to the real-world product;

ascertaining repair assistance information for the real-world product from the received diagnostic information, wherein the ascertaining of repair assistance information comprises mapping the diagnostic information to a plurality of root causes that associate with the diagnostic information and a plurality of repair solutions that correct each of the root causes in the real-world product;

generating a rendition of a graphical representation of the real-world product along with the repair assistance information for display to a resident on-line in the virtual universe;

highlighting a part of the real-world product as shown in the graphical representation of the rendition that is the likely cause for the generation of the diagnostic information;

placing the rendition of the graphical representation of the real-world product along with the highlighted part of the real-world product that is the likely cause for the generation of the diagnostic information and the repair assistance information in an inventory of the resident that is associated with the virtual universe for subsequent interaction by the resident to facilitate an understanding of how to repair the real-world product, wherein the inventory contains a listing of properties and possessions in the virtual universe that are associated with the resident;

notifying a service provider to summon a service avatar to the location of the resident in the virtual universe to assist in repair of the real-world product, the resident interacting with the service avatar and watching the service avatar repair the graphical representation of the real-world product in the virtual universe, the repair of the graphical representation of the real-world product being recorded and stored in the inventory of the resident for later viewing by the resident or used by the service provider to provide to other residents in the virtual universe that have real-world products experiencing similar diagnostic information as the resident; and

generating a teleport invitation to the resident that will bring the resident upon acceptance of the invitation to a virtual service center for obtaining additional repair assistance for the real-world product.

2. The method according to claim 1, wherein the receiving of diagnostic information comprises obtaining a real-world product code associated with the real-world product.

3. The method according to claim 1, further comprising attaching a probability to each of the plurality of root causes indicating a likelihood of responsibility for generation of the diagnostic information.

4. The method according to claim 1, further comprising generating a list of costs associated with each of the plurality of repair solutions and a list of service providers to contact for facilitating the repair solutions.

5. The method according to claim 1, further comprising permitting the resident to interact with the rendition of the real-world product in the virtual universe.

6. The method according to claim 1, further comprising charging the resident for the repair assistance provided thereto.

7. A computer system that provides repair assistance for a real-world product using a virtual universe, comprising:

at least one processing unit;

memory operably associated with the at least one processing unit; and

a product repair assistance tool storable in memory and executable by the at least one processing unit, the tool comprising;

a repair assistance database containing a plurality of repair assistance information that relates to the real-world product;

a real-world product identification component configured to receive diagnostic information relating to the real-world product and determine a respective product identification from the repair assistance database;

a diagnostic component configured to ascertain repair assistance information from the repair assistance database that is applicable to the received diagnostic information for the real-world product, wherein the diagnostic component is configured to map the diagnostic information to a plurality of possible root causes stored in the repair assistance database that associate with the diagnostic information;

a real-world product rendering component configured to generate a rendition of a graphical representation of the real-world product along with the repair assistance information for display to a resident on-line in the virtual universe, wherein the real-world product rendering component is configured to highlight a part of the real-world product as shown in the graphical representation of the rendition that is believed to be likely causes for the diagnostic information, wherein the real-world product rendering component is configured to place the rendition of the graphical representation of the real-world product along with the highlighted part of the real-world product that is the likely cause for the generation of the diagnostic information and the repair assistance information in an inventory of the resident that is associated with the virtual universe for subsequent interaction by the resident to facilitate an understanding of how to repair the real-world product, wherein the inventory contains a listing of properties and possessions in the virtual universe that are associated with the resident;

a notification component that is configured to notify a service provider to summon a service avatar to the location of the resident in the virtual universe to assist in repair of the real-world product, the resident interacting with the service avatar and watching the service avatar repair the graphical representation of the real-world product in the virtual universe, the repair of the graphical representation of the real-world product being recorded and stored in the inventory of the resident for later viewing by the resident or used by the service provider to provide to other residents in the virtual universe that have real-world products experiencing similar diagnostic information as the resident; and

a service teleport component configured to generate a teleport invitation to the resident that will bring the resident upon acceptance of the invitation to a virtual service center for obtaining additional repair assistance for the real-world product.

8. The system according to claim 7, wherein the real-world product identification component is configured to obtain a real-world product code associated with the real-world product from the resident.

9. A non-transitory computer-readable storage medium storing computer instructions, which when executed, enables a computer system to provide repair assistance for a real-world product using a virtual universe, the computer instructions comprising:

obtaining diagnostic information relating to the real-world product;

ascertaining repair assistance information for the real-world product from the received diagnostic information, wherein the ascertaining of repair assistance information comprises instructions for mapping the diagnostic information to a plurality of root causes that associate with the diagnostic information and a plurality of repair solutions for repairing the real-world product;

generating a rendition of a graphical representation of the real-world product along with the repair assistance information for display to a resident on-line in the virtual universe;

highlighting a part of the real-world product as shown in the graphical representation of the rendition that is the likely cause for the generation of the diagnostic information;

placing the rendition of the graphical representation of the real-world product along with the highlighted part of the real-world product that is the likely cause for the generation of the diagnostic information and the repair assistance information in an inventory of the resident that is associated with the virtual universe for subsequent interaction by the resident to facilitate an understanding of how to repair the real-world product, wherein the inventory contains a listing of properties and possessions in the virtual universe that are associated with the resident;

notifying a service provider to summon a service avatar to the location of the resident in the virtual universe to assist in repair of the real-world product, the resident interacting with the service avatar and watching the service avatar repair the graphical representation of the real-world product in the virtual universe, the repair of the graphical representation of the real-world product being recorded and stored in the inventory of the resident for later viewing by the resident or used by the service provider to provide to other residents in the virtual universe that have real-world products experiencing similar diagnostic information as the resident; and

generating a teleport invitation to the resident that will bring the resident upon acceptance of the invitation to a virtual service center for obtaining additional repair assistance for the real-world product.

10. The non-transitory computer-readable medium according to claim 9, further comprising instructions for generating a list of costs associated with each of the plurality of repair solutions and service providers to contact for facilitating the repair solutions.

11. The non-transitory computer-readable medium according to claim 9, further comprising instructions for permitting the resident to interact with the rendition of the graphical representation of the real-world product on-line in the virtual universe.

12. A method for deploying a product repair assistance tool for use in a computer system that provides repair assistance for a real-world product using a virtual universe, comprising:

providing a computer infrastructure, which when executed by the computer system, is operable to;

receive diagnostic information relating to the real-world product;

ascertain repair assistance information for the real-world product from the received diagnostic information, wherein the ascertaining of repair assistance information comprises mapping the diagnostic information to a plurality of root causes that associate with the diagnostic information and a plurality of repair solutions for repairing the real-world product;

generate a rendition of a graphical representation of the real-world product along with the repair assistance information for display to a resident on-line in the virtual universe;

highlight a part of the real-world product as shown in the graphical representation of the rendition that is the likely cause for the generation of the diagnostic information;

place the rendition of the graphical representation of the real-world product along with the highlighted part of the real-world product that is the likely cause for the generation of the diagnostic information and the repair assistance information in an inventory of the resident that is associated with the virtual universe for subsequent interaction by the resident to facilitate an understanding of how to repair the real-world product, wherein the inventory contains a listing of properties and possessions in the virtual universe that are associated with the resident;

notify a service provider to summon a service avatar to the location of the resident in the virtual universe to assist in repair of the real-world product, the resident interacting with the service avatar and watching the service avatar repair the graphical representation of the real-world product in the virtual universe, the repair of the graphical representation of the real-world product being recorded and stored in the inventory of the resident for later viewing by the resident or used by the service provider to provide to other residents in the virtual universe that have real-world products experiencing similar diagnostic information as the resident; and

generate a teleport invitation to the resident that will bring the resident upon acceptance of the invitation to a virtual service center for obtaining additional repair assistance for the real-world product.