Providing image-based guidance for remote assistance
First Claim
1. A computer implemented method for providing image-based guidance for remote assistance with electronic hardware component configuration, the method comprising the steps of:
- receiving, by a remote computer, hardware component identification information, the hardware component identification information being automatically determined by a component identification agent and comprising metadata associated with at least one electronic hardware component of a user'"'"'s computing system, to remotely assist the user with configuration of the at least one associated electronic hardware component;
wherein receiving hardware component identification information further comprises receiving hardware component identification information originating from the component identification agent, the component identification agent being in communication with the at least one electronic hardware component of the user'"'"'s computing system, and the component identification agent polling the at least one electronic hardware component of the user'"'"'s computing system or polling an operating system of the user'"'"'s computing system;
responsive to a look-up according to the metadata, receiving, by the remote computer, at least one image associated with the at least one electronic hardware component;
transmitting, by the remote computer, the at least one image, to remotely assist a user with configuration of the at least one associated electronic hardware component; and
providing, by the remote computer, at least one visual cue concerning the at least one image to the user, to further remotely assist the user with configuration of the at least one associated electronic hardware component.
2 Assignments
0 Petitions
Accused Products
Abstract
Visual images of computer components are provided to remotely guide users through the process of setting up physical connections. Component identifying information is automatically gleaned and provided from a user'"'"'s computer to a remote administrator. The administrator provides visual images of the components to the user, and remotely annotates them to guide the user through the configuration process. Image annotation can include pointing to a specific section of the image (e.g., the plug into which a cable is to be inserted) and/or drawing or writing on or otherwise marking-up the image to direct the user'"'"'s attention. The visual image-based guidance can be supplemented by voice communication with the user.
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Citations
20 Claims
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1. A computer implemented method for providing image-based guidance for remote assistance with electronic hardware component configuration, the method comprising the steps of:
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receiving, by a remote computer, hardware component identification information, the hardware component identification information being automatically determined by a component identification agent and comprising metadata associated with at least one electronic hardware component of a user'"'"'s computing system, to remotely assist the user with configuration of the at least one associated electronic hardware component; wherein receiving hardware component identification information further comprises receiving hardware component identification information originating from the component identification agent, the component identification agent being in communication with the at least one electronic hardware component of the user'"'"'s computing system, and the component identification agent polling the at least one electronic hardware component of the user'"'"'s computing system or polling an operating system of the user'"'"'s computing system; responsive to a look-up according to the metadata, receiving, by the remote computer, at least one image associated with the at least one electronic hardware component; transmitting, by the remote computer, the at least one image, to remotely assist a user with configuration of the at least one associated electronic hardware component; and providing, by the remote computer, at least one visual cue concerning the at least one image to the user, to further remotely assist the user with configuration of the at least one associated electronic hardware component. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. At least one non-transitory computer readable medium storing a computer program product for providing image-based guidance for remote assistance with electronic hardware component configuration, the computer program product comprising program code for:
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receiving, by a remote computer, hardware component identification information, the hardware component identification information being automatically determined by a component identification agent and comprising metadata associated with at least one electronic hardware component of a user'"'"'s computing system, to remotely assist the user with configuration of the at least one associated electronic hardware component; wherein receiving hardware component identification information further comprises receiving hardware component identification information originating from the component identification agent, the component identification agent being in communication with the at least one electronic hardware component of the user'"'"'s computing system, and the component identification agent polling the at least one electronic hardware component of the user'"'"'s computing system or polling an operating system of the user'"'"'s computing system; responsive to a look-up according to the metadata, receiving, by the remote computer, at least one image associated with the at least one electronic hardware component; transmitting, by the remote computer, the at least one image, to remotely assist a user with configuration of the at least one associated electronic hardware component; and providing, by the remote computer, at least one visual cue concerning the at least one image to the user, to further remotely assist the user with configuration of the at least one associated electronic hardware component. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A computer system, at least partially implemented in hardware, for providing image-based guidance for remote assistance with electronic hardware component configuration, the computer system comprising a remote assistance manager configured for:
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receiving, by a remote computer, hardware component identification information, the hardware component identification information being automatically determined by a component identification agent and comprising metadata associated with at least one electronic hardware component of a user'"'"'s computing system, to remotely assist the user with configuration of the at least one associated electronic hardware component; wherein receiving hardware component identification information further comprises receiving hardware component identification information originating from the component identification agent, the component identification agent being in communication with the at least one electronic hardware component of the user'"'"'s computing system, and the component identification agent polling the at least one electronic hardware component of the user'"'"'s computing system or polling an operating system of the user'"'"'s computing system; responsive to a look-up according to the metadata, receiving, by the remote computer, at least one image associated with the at least one electronic hardware component; transmitting, by the remote computer, the at least one image, to remotely assist a user with configuration of the at least one associated electronic hardware component; and providing, by the remote computer, at least one visual cue concerning the at least one image to the user, to further remotely assist the user with configuration of the at least one associated electronic hardware component. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification