METHODS AND APPARATUS FOR TECHNICAL AND CUSTOMER SUPPORT FOR INDUSTRIAL CLEANING DEVICES

• US 20170301261A1
• Filed: 10/05/2015
• Published: 10/19/2017
• Est. Priority Date: 10/07/2014
• Status: Active Grant

• Current Assignee: Diversey Incorporated (Sealed Air)
• Original Assignee: Diversey Incorporated (Sealed Air)
• Inventors: Robitzkat, Marc, Price, Simon
• Granted Patent: US 10,380,913 B2
• Time in Patent Office: Days
• CPC Class Codes: G06F 3/0482 Interaction with lists of selectable items, e.g. menus
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06T 11/60 Editing figures and text; Combining figures or text
• CPC Class Codes: G06T 13/80 2D [Two Dimensional] animation, e.g. using sprites
• CPC Class Codes: G06T 2200/24 involving graphical user interfaces [GUIs]
• CPC Class Codes: G09B 19/24 Use of tools

Abstract

The present invention provides methods, systems, computer program products, and apparatuses for providing technical and/or customer support for one or more industrial cleaning devices. Various embodiments provide technical and/or customer support options for training users about one or more industrial cleaning devices and/or how to perform basic and/or regular maintenance tasks, assisting a user in troubleshooting an industrial cleaning device, accessing live customer support, and/or the like. In another example, various embodiments may capture image and/or video data associated with one or more steps a user has performed and provide at least a portion of the captured image and/or video data to customer support personnel for additional troubleshooting and/or instructional assistance. In yet another example, a live video chat with a help person may be displayed concurrently with instructions for completing at least one step of a maintenance task for an industrial cleaning device presented via augmented reality technology.

Claims

1. A system for providing technical assistance for an industrial cleaning device, the system comprising:

at least one memory storing technical assistance data associated with at least one industrial cleaning device; and

at least one processor configured to at least;

responsive to receiving input indicating user selection of a help option;

initiate a help communication session; and

the at least one processor further configured to;

responsive to receiving input indicating user selection of a training option;

cause image data to be captured, the image data comprising image data associated with the industrial cleaning device; and

cause display of animated instructions and the image data, the animated instructions displayed over the image data such that at least a portion of the animated instructions that relate to at least a portion of the industrial cleaning device is displayed over the image data associated with the portion of the industrial cleaning device, the animated instructions configured to guide a user through a maintenance task associated with the industrial cleaning device; and

/or,

responsive to receiving input indicating user selection of a troubleshooting option;

cause image data associated with the industrial cleaning device to be captured;

based at least in part on the image data, determine the status of one or more indicators associated with the industrial cleaning device;

based at least in part on the status of the one or more indicators, identify a maintenance task for the industrial cleaning device; and

cause display of animated instructions and the image data, the animated instructions displayed over the image data such that at least a portion of the animated instructions that relate to at least a portion of the industrial cleaning device is displayed over the image data associated with the portion of the industrial cleaning device, the animated instructions configured to guide a user through the identified maintenance task associated with the industrial cleaning device.

4. The system of claim 1 wherein, to initiate a help communication session, the at least one processor is configured to:

provide information related to the industrial cleaning device to a help system; and

receive information related to completing a maintenance task.

5. The system of claim 4 wherein the information is provided and received via at least one of a live video chat, text messages, instant messaging, or electronic mail.

6. The system of claim 4 wherein the received information related to completing a maintenance task causes image data to be captured, the image data comprising image data associated with the industrial cleaning device;

and

cause display of animated instructions and the image data, the animated instructions displayed over the image data such that at least a portion of the animated instructions that relate to at least a portion of the industrial cleaning device is displayed over the image data associated with the portion of the industrial cleaning device, the animated instructions configured to guide a user through the maintenance task associated with the industrial cleaning device.

7. The system of claim 1 wherein the animated instructions are scaled such that the portion of the animated instructions that relates to the portion of the industrial cleaning device are displayed at corresponding sizes.

8. The system of claim 1 wherein the at least one processor is further configured to identify the industrial cleaning device based on at least one of received input indicating user selection of the industrial cleaning devices or image data associated with the industrial cleaning device.

9. The system of claim 1 wherein the maintenance task is at least one of turning the industrial cleaning device on, changing out a chemical supply bottle, clearing a clogged hose, performing daily maintenance, or performing weekly maintenance.

10. The system of claim 1 wherein the industrial cleaning device is configured to provide cleaning solution for at least one of cleaning a floor, a ware washer, or a commercial laundry operation.

11. The system of claim 1 further comprising a user computing entity, the user computing entity configured to display the animated instructions and the image data, the animated instructions displayed over the image data such that at least a portion of the animated instructions that relate to at least a portion of the industrial cleaning device is displayed over the image data associated with the portion of the industrial cleaning device.

12. The system of claim 11 wherein the user computing entity is at least one of a mobile computing device or a heads up display.

2-3. -3. (canceled)

13. A method for providing technical assistance for a device, the method comprising:

receiving input indicating user selection of a technical support option;

responsive to receiving input indicating user selection of a help option;

initiating a help communication session; and

at least one of;

responsive to receiving input indicating user selection of a training option;

causing image data to be captured, the image data comprising image data associated with the device; and

causing display of animated instructions and the image data, the animated instructions displayed over the image data such that at least a portion of the animated instructions that relate to at least a portion of the device is displayed over the image data associated with the portion of the device, the animated instructions configured to guide a user through a maintenance task associated with the device; and

/or,

responsive to receiving input indicating user selection of a troubleshooting option;

causing image data associated with the device to be captured;

based at least in part on the image data, determining the status of one or more indicators associated with the device;

based at least in part on the status of the one or more indicators, identifying a maintenance task for the device; and

causing display of animated instructions and the image data, the animated instructions displayed over the image data such that at least a portion of the animated instructions that relate to at least a portion of the device is displayed over the image data associated with the portion of the device, the animated instructions configured to guide a user through the identified maintenance task associated with the device.

16. The method of claim 13 wherein initiating a help communication session comprises:

providing information related to the device to a help system; and

receiving information related to completing a maintenance task.

17. The method of claim 16 wherein the information is provided and received via at least one of a live video chat, text messages, instant messaging, or electronic mail.

18. The method of claim 16 receiving information related to completing a maintenance task comprises:

causing image data to be captured, the image data comprising image data associated with the device; and

causing display of animated instructions and the image data, the animated instructions displayed over the image data such that at least a portion of the animated instructions that relate to at least a portion of the device is displayed over the image data associated with the portion of the device, the animated instructions configured to guide a user through the maintenance task associated with the device.

19. The method of claim 13 further comprising scaling the animated instructions such that the portion of the animated instructions that relates to the portion of the device are displayed at corresponding sizes.

20. The method of claim 13 further comprising identifying the device based on at least one of received input indicating user selection of the devices or image data associated with the device.

21. The method of claim 13 wherein the maintenance task is at least one of turning the device on, changing out a chemical supply bottle, clearing a clogged hose, performing daily maintenance, or performing weekly maintenance.

22. The method of claim 13 wherein the device is configured to provide cleaning solution for at least one of cleaning a floor, a ware washer, or a commercial laundry operation.

14-15. -15. (canceled)

23. A computer program product for providing technical assistance for an industrial cleaning device, the computer program product comprising at least one non-transitory computer-readable storage medium having computer-readable program code portions stored therein, the computer-readable program code portions comprising:

an executable portion configured to receive input indicating user selection of a technical support option;

an executable portion configured to, in response to receiving input indicating user selection of a help option, initiate a help communication session; and

at least one of;

an executable portion configured to, responsive to receiving input indicating user selection of a training option, cause image data to be captured, the image data comprising image data associated with the industrial cleaning device, and cause display of animated instructions and the image data, the animated instructions displayed over the image data such that at least a portion of the animated instructions that relate to at least a portion of the industrial cleaning device is displayed over the image data associated with the portion of the industrial cleaning device, the animated instructions configured to guide a user through a maintenance task associated with the industrial cleaning device; and

/or

an executable portion configured to, responsive to receiving input indicating user selection of a troubleshooting option, cause image data associated with the industrial cleaning device to be captured;

based at least in part on the image data, determine the status of one or more indicators associated with the industrial cleaning device, based at least in part on the status of the one or more indicators, identify a maintenance task for the industrial cleaning device, and causing display of animated instructions and the image data, the animated instructions displayed over the image data such that at least a portion of the animated instructions that relate to at least a portion of the industrial cleaning device is displayed over the image data associated with the portion of the industrial cleaning device, the animated instructions configured to guide a user through the identified maintenance task associated with the industrial cleaning device

24. A system for providing technical assistance for an industrial cleaning device, the system comprising:

a user computing entity comprising;

at least one processor configured to;

cause diagnostic image data associated with the industrial cleaning device to be captured;

based at least in part on the diagnostic image data, determine a status of the industrial cleaning device;

cause the capture of image data associated with the performance of at least one step of a maintenance task associated with an industrial cleaning device; and

provide at least a portion of the image data associated with the performed maintenance task and the status of the industrial cleaning device to a remote help system; and

the help system comprising one or more processors configured to;

receive the provided image data; and

cause display of the provided image data,

wherein the help system is remotely located with respect to the user computing entity.

25-41. -41. (canceled)

42. A system for providing technical assistance for an industrial cleaning device, the system comprising:

a help system comprising one or more processors configured to;

receive a status associated with the industrial cleaning device;

cause the capture of help image data;

provide at least a portion of the help image data to a remote user computing entity; and

cause display of animated instructions for performing at least one step of a maintenance task associated with the industrial cleaning device at a the remote user computing entity, the animated instructions based at least in part on the status; and

the remote user computing entity comprising;

at least one processor configured to;

cause image data associated with the industrial cleaning device to be captured;

based at least in part on the image data, determine the status of the industrial cleaning device;

provide the status to the help system; and

cause simultaneous display of at least a portion of the help image data, the animated instructions, and at least a portion of the captured image data associated with the industrial cleaning device, the animated instructions displayed over the image data such that at least a portion of the animated instructions that relate to at least a portion of the industrial cleaning device is displayed over the image data associated with the portion of the industrial cleaning device, the animated instructions configured to guide a user through a maintenance task associated with the industrial cleaning device;

wherein the help system is remotely located with respect to the remote user computing entity.

43-56. -56. (canceled)