Providing image-based guidance for remote assistance

• US 8,151,193 B2
• Filed: 12/21/2007
• Issued: 04/03/2012
• Est. Priority Date: 12/21/2007
• Status: Active Grant

• Current Assignee: CA, Inc. (d/b/a CA Technologies) (Broadcom, Inc.)
• Original Assignee: Symantec Corporation (NortonLifeLock Inc.)
• Inventors: Hernacki, Brian, Satish, Sourabh, Brown, Timothy G.
• Primary Examiner(s): Tran, Tuyetlien
• Assistant Examiner(s): CHUONG, TRUC T
• Application Number:
  US11/963,694
• Publication Number:
  US 20090164899A1
• Time in Patent Office: 1,565 Days
• Field of Search: 715/709, 715/705, 715/751, 715/753, 715/861, 709219-223
• US Class Current: 715/709
• CPC Class Codes: G06F 9/453 Help systems

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.

Claims

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. The method of claim 1 wherein providing at least one visual cue concerning the at least one image to the user further comprises:

providing at least one visual cue from a group of visual cues consisting of;

a visual pointer to a section of the image;

a highlight of a section of the image;

a drawing on the image to direct the user'"'"'s attention;

a marking on the image to direct the user'"'"'s attention; and

writing on the image to direct the user'"'"'s attention.

3. The method of claim 1 further comprising performing a step from a group of steps consisting of:

providing voice communication to the user, to further remotely assist the user with configuration of the at least one associated electronic hardware component;

providing electronic communication to the user, to further remotely assist the user with configuration of the at least one associated electronic hardware component.

4. The method of claim 1 wherein the at least one electronic hardware component associated with a user'"'"'s computing system further comprises at least one electronic hardware component from a group of electronic hardware components consisting of:

a printer;

a scanner;

a display device;

an audio device;

a network device;

network hardware;

a webcam;

a digital camera;

a desktop computing device;

a mobile computing device;

a digital television recorder; and

a smart appliance.

5. The method of claim 1 wherein receiving hardware component identification information further comprises:

receiving at least one digital image of at least one hardware component.

6. The method of claim 1 wherein receiving hardware component identification information further comprises receiving hardware component identification information originating from at least one source from a group of sources consisting of:

a component identification agent that scans a serial number of the at least one electronic hardware component.

7. The method of claim 1 wherein transmitting at least one image associated with at least one electronic hardware component associated with the user'"'"'s computing system to the user further comprises:

retrieving at least one image associated with at least one electronic hardware component associated with the user'"'"'s computing system; and

transmitting the at least one retrieved image to the user.

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:

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.

9. The non-transitory computer readable medium of claim 8 wherein the program code for providing at least one visual cue concerning the at least one image to the user further comprises:

program code for providing at least one visual cue from a group of visual cues consisting of;

a visual pointer to a section of the image;

a highlight of a section of the image;

a drawing on the image to direct the user'"'"'s attention;

a marking on the image to direct the user'"'"'s attention; and

writing on the image to direct the user'"'"'s attention.

10. The non-transitory computer readable medium of claim 8 further comprising program code for performing at least one step from a group of steps consisting of:

providing voice communication to the user, to further remotely assist the user with configuration of the at least one associated electronic hardware component; and

providing electronic communication to the user, to further remotely assist the user with configuration of the at least one associated electronic hardware component.

11. The non-transitory computer readable medium of claim 8 wherein the at least one electronic hardware component associated with a user'"'"'s computing system further comprises at least one electronic hardware component from a group of electronic hardware components consisting of:

a printer;

a scanner;

a display device;

an audio device;

a network device;

network hardware;

a webcam;

a digital camera;

a desktop computing device;

a mobile computing device;

a digital television recorder; and

a smart appliance.

12. The non-transitory computer readable medium of claim 8 wherein the program code for receiving hardware component identification information further comprises:

program code for receiving at least one digital image of at least one hardware component.

13. The non-transitory computer readable medium of claim 8 wherein the program code for receiving hardware component identification information further comprises program code for receiving hardware component identification information originating from at least one source from a group of sources consisting of:

a component identification agent that scans a serial number of the at least one electronic hardware component.

14. The non-transitory computer readable medium of claim 8 wherein the program code for transmitting at least one image associated with at least one electronic hardware component associated with the user'"'"'s computing system to the user further comprises:

program code for retrieving at least one image associated with at least one electronic hardware component associated with the user'"'"'s computing system; and

program code for transmitting the at least one retrieved image to the user.

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:

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.

16. The computer system of claim 15 wherein the remote assistance manager provides at least one visual cue from a group of visual cues consisting of:

a visual pointer to a section of the image;

a highlight of a section of the image;

a drawing on the image to direct the user'"'"'s attention;

a marking on the image to direct the user'"'"'s attention; and

writing on the image to direct the user'"'"'s attention.

17. The computer system of claim 15 wherein the remote assistance manager further provides at least one of:

voice communication to the user, to further remotely assist the user with configuration of the at least one associated electronic hardware component, and electronic communication to the user, to further remotely assist the user with configuration of the at least one associated electronic hardware component.

18. The computer system of claim 15 wherein the at least one electronic hardware component associated with a user'"'"'s computing system further comprises at least one electronic hardware component from a group of electronic hardware components consisting of:

a printer;

a scanner;

a display device;

an audio device;

a network device;

network hardware;

a webcam;

a digital camera;

a desktop computing device;

a mobile computing device;

a digital television recorder; and

a smart appliance.

19. The computer system of claim 15 wherein the remote assistance manager receives at least one digital image of at least one hardware component.

20. The computer system of claim 15 wherein:

the remote assistance manager retrieves at least one image associated with at least one electronic hardware component associated with the computing system, and the interface transmits the at least one retrieved image to the user.