Frugal user engagement help systems

• US 9,846,881 B2
• Filed: 12/19/2014
• Issued: 12/19/2017
• Est. Priority Date: 12/19/2014
• Status: Active Grant

• Current Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Original Assignee: Palo Alto Research Center, Inc. (Xerox Holdings Corp.)
• Inventors: Greene, Daniel H., Nabi-Abdolyousefi, Marzieh, Klenk, Matthew E., de Kleer, Johan, Gupta, Shekhar, Matei, Ion, Dent, Kyle D.
• Primary Examiner(s): Le, John H
• Application Number:
  US14/577,982
• Publication Number:
  US 20160180347A1
• Time in Patent Office: 1,096 Days
• Field of Search: 702179, 702183, 702185, 700276, 705304, 714 57, 715771
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 50/163 Real estate management

Abstract

One embodiment of the present invention provides a system for providing assistance to a user of a product in diagnosing faults in the product. During operation, the system receives, at a help server, data associated with current and/or past operation of the product; performs an optimization to determine a sequence of diagnostic actions that is expected to maximize a net benefit to the user. The sequence of diagnostic actions includes one or more actions that require the user to perform at least one task, and performing the optimization involves accounting for costs to the user for performing the at least one task and savings to the user for correcting the faults. The system then interacts with the user, which involves presenting the sequence of diagnostic actions to the user.

Claims

1. A method for providing assistance to a user of a product in diagnosing faults in the product, comprising:

receiving, at a help server, data associated with current and/or past operation of the product;

performing an optimization to determine a sequence of diagnostic user actions that is expected to maximize a net benefit to the user, wherein the sequence of diagnostic user actions includes one or more of;

a test associated with the product'"'"'s operation; and

a research action to investigate an aspect of the product or its environment; and

wherein the net benefit to the user accounts for costs to the user for performing a respective diagnostic action and savings to the user for correcting the faults;

presenting the sequence of diagnostic user actions to the user;

receiving a response from the user; and

diagnosing, by the help server, based on the user'"'"'s response, a likely fault in the product.

2. The method of claim 1, further comprising:

performing an initial testing to determine a baseline operating profile of the product; and

comparing the received data associated with the current and/or past operation of the product to determine whether the product is degraded.

3. The method of claim 1, wherein the product includes a heating, ventilation, and air conditioning (HVAC) system, and wherein performing the optimization involves:

obtaining a weather prediction; and

based on the obtained weather prediction, including in the determined sequence of actions a delaying-to-learn-more action that delays the interaction with the user for a predetermined time.

4. The method of claim 1, wherein the sequence of diagnostic actions further includes a survey action asking the user one or more survey questions.

5. The method of claim 1, wherein maximizing the net benefit to account for costs to the user further comprises estimating the cost to the user for performing the at least one task, wherein the estimated cost includes a value for time spent by the user performing the action, based on one or more of:

learning a cost model associated with the user, wherein the cost model specifies how the user values his time and the user'"'"'s preference and skills;

asking the user to self-classify; and

asking the user to answer a set of questions.

6. The method of claim 1, further comprising:

providing additional incentives including a rebate to the user in response to the optimization determining that the maximized net benefit to the user is less than a predetermined threshold;

responsive to predicting that a subsequent required action will provide less benefit to the user, increasing a value of the rebate; and

conveying the rebate to the user to motivate the user to perform the actions required for diagnosis.

7. The method of claim 1, wherein presenting the sequence of diagnostic user actions to the user further involves presenting to the user explanations of the net benefit, thereby motivating the user to perform the at least one task.

8. A non-transitory computer-readable storage medium storing instructions that when executed by a computer cause the computer to perform a method for providing assistance to a user of a product in diagnosing faults in the product, the method comprising:

receiving, at a help server, data associated with current and/or past operation of the product;

performing an optimization to determine a sequence of diagnostic user actions that is expected to maximize a net benefit to the user, wherein the sequence of diagnostic user actions includes one or more of;

a test associated with the product'"'"'s operation; and

a research action to investigate an aspect of the product or its environment; and

wherein the net benefit to the user accounts for costs to the user for performing a respective diagnostic action and savings to the user for correcting the faults;

presenting the sequence of diagnostic user actions to the user;

receiving a response from the user; and

diagnosing, by the help server, based on the user'"'"'s response, a likely fault in the product.

9. The computer-readable storage medium of claim 8, wherein the method further comprises:

performing an initial testing to determine a baseline operating profile of the product; and

comparing the received data associated with the current and/or past operation of the product to determine whether the product is degraded.

10. The computer-readable storage medium of claim 8, wherein the product includes a heating, ventilation, and air conditioning (HVAC) system, and wherein performing the optimization involves:

obtaining a weather prediction; and

based on the obtained weather prediction, including in the determined sequence of actions a delaying-to-learn-more action that delays the interaction with the user for a predetermined time.

11. The computer-readable storage medium of claim 8, wherein the sequence of diagnostic actions further includes a survey action asking the user one or more survey questions.

12. The computer-readable storage medium of claim 8, wherein maximizing the net benefit to account for costs to the user further comprises estimating the cost to the user for performing the at least one task, and wherein the estimated cost includes a value for time spent by the user performing the action, based on one or more of:

learning a cost model associated with the user, wherein the cost model specifies how the user values his time and the user'"'"'s preference and skills;

asking the user to self-classify; and

asking the user to answer a set of questions.

13. The computer-readable storage medium of claim 8, wherein the method further comprises providing additional incentives including a rebate to the user in response to the optimization determining that the maximized net benefit to the user is less than a predetermined threshold;

responsive to predicting that a subsequent required action will provide less benefit to the user, increasing a value of the rebate; and

conveying the rebate to the user to motivate the user to perform the actions required for diagnosis.

14. The computer-readable storage medium of claim 8, wherein presenting the sequence of diagnostic user actions to the user further involves presenting to the user explanations of the net benefit, thereby motivating the user to perform the at least one task.

15. A computer system for providing assistance to a user of a product in diagnosing faults in the product, comprising:

a processor; and

a storage device coupled to the processor and storing instructions which when executed by the processor cause the processor to perform a method, the method comprising;

receiving, at a help server, data associated with current and/or past operation of the product;

performing an optimization to determine a sequence of diagnostic user actions that is expected to maximize a net benefit to the user, wherein the sequence of diagnostic user actions includes one or more actions that require the user to perform at least one task, of;

a test associated with the product'"'"'s operation; and

a research action to investigate an aspect of the product or its environment; and

wherein the net benefit to the user accounts for costs to the user for performing a respective diagnostic action and savings to the user for correcting the faults;

presenting the sequence of diagnostic user actions to the user;

receiving a response from the user; and

diagnosing, by the help server, based on the user'"'"'s response, a likely fault in the product.

16. The computer system of claim 15, wherein the method further comprises:

performing an initial testing to determine a baseline operating profile of the product; and

comparing the received data associated with the current and/or past operation of the product to determine whether the product is degraded.

17. The computer system of claim 15, wherein the product includes a heating, ventilation, and air conditioning (HVAC) system, and wherein performing the optimization involves:

obtaining a weather prediction; and

based on the obtained weather prediction, including in the determined sequence of actions a delaying-to-learn-more action that delays the interaction with the user for a predetermined time.

18. The computer system of claim 15, wherein the sequence of diagnostic actions further includes a survey action asking the user one or more survey questions.

19. The computer system of claim 15, wherein maximizing the net benefit to account for costs to the user further comprises estimating the cost to the user for performing the at least one task, and wherein the estimated cost includes a value for time spent by the user performing the action, based on one or more of:

learning a cost model associated with the user, wherein the cost model specifies how the user values his time and the user'"'"'s preference and skills;

asking the user to self-classify; and

asking the user to answer a set of questions.

20. The computer system of claim 15, wherein the method further comprises providing additional incentives including a rebate to the user in response to the optimization determining that the maximized net benefit to the user is less than a predetermined threshold;

responsive to predicting that a subsequent required action will provide less benefit to the user, increasing a value of the rebate; and

conveying the rebate to the user to motivate the user to perform the actions required for diagnosis.

21. The computer system of claim 15, wherein presenting the sequence of diagnostic user actions to the user further involves presenting to the user explanations of the net benefit, thereby motivating the user to perform the at least one task.