Patent application number | Description | Published |
20080294423 | Informing troubleshooting sessions with device data - A method for troubleshooting a problem with a device includes acquiring device data for the device, receiving a user's query concerning a device in a natural language, presenting possible refinements to at least a portion of the user's query for defining a problem statement, presenting candidate solutions that are associated with the defined problem statement in a knowledge base, at least one of the presentation of possible refinements and the presentation of candidate solutions being informed by device data that is linked through a diagnostic model of the device to at least one of the problem statements and candidate solutions. | 11-27-2008 |
20090106224 | REAL-TIME QUERY SUGGESTION IN A TROUBLESHOOTING CONTEXT - A method for assisting a user to develop a query in a natural language includes receiving a user's query in a natural language and, while the user's query is being entered, presenting a subset of ranked query suggestions from a collection of ranked query suggestions to the user as candidates for user queries. The subset is based on that portion of the user's query already entered. The query suggestions in the subset of query suggestions are presented according to their respective rankings in the collection. Each of the query suggestions in the collection is formulated to retrieve at least one responsive instance in the knowledge base. The rankings of the query suggestions in the collection are based at least in part on stored logs of prior user sessions in which user queries were input to a search engine for retrieving responsive instances from the knowledge base. | 04-23-2009 |
20090310152 | PRINT MEDIATOR - A print mediator includes an interface module which serves as an interface for a document to be submitted for printing. The interface module communicates with an associated printing infrastructure for acquiring color rendering information for a print queue of the printing infrastructure. A reviewing application receives the acquired color rendering information and generates a visual representation of a document to be submitted for printing based thereon. Problems relating to color rendering by the printing infrastructure are detected and proposals for correction are presented to the submitter by the reviewing application. The user can review the proposals and accept or reject them as well as making annotations on the document. An analogous reviewing application is accessed by the print shop operator to review the document and submitter's annotations. | 12-17-2009 |
20100125759 | SYSTEM AND METHOD FOR LOCATING AN OPERATOR IN A REMOTE TROUBLESHOOTING CONTEXT - A system locates a user in a remote troubleshooting environment. An office device is utilized to perform at least one of a copy, a facsimile, a print, and an email. A headset facilities audio communication between the user and a remote troubleshooter. A compass is located proximate to the office device wherein the headset is placed in a predetermined location proximate to the compass to establish a datum point such that movement from the datum point is recognized as a location proximate to the office device. A remote processing component displays the location of the headset relative to the office device based on information provided by the compass. | 05-20-2010 |
20100149571 | METHOD AND APPARATUS FOR AUTOMATED CALL ASSISTANCE FOR MALFUNCTIONS IN AN IMAGE PRODUCTION DEVICE - A method for automated call assistance for malfunctions in an image production device may include receiving a signal from a user interface requesting call assistance, transmitting the call assistance request to an automated call assistance processing unit along with customer and image production device identification information, receiving a signal from the automated call assistance processing unit to identify one or more malfunctions, identifying one or more malfunctions, transmitting the one of more identified malfunctions to the automated call assistance processing unit, receiving a signal from the automated call assistance processing unit to perform one or more diagnostic tests on the image production device, performing the one or more diagnostic tests, transmitting the results of the one or more diagnostic tests to at least one of the user interface and the automated call assistance processing unit, receiving instructions from the automated call assistance processing unit concerning one or more remedies for the one or more malfunctions, and implementing the received instructions concerning one or more remedies. | 06-17-2010 |
20100229080 | COLLABORATIVE LINKING OF SUPPORT KNOWLEDGE BASES WITH VISUALIZATION OF DEVICE - A system and method which may be implemented at least partly by a computer, are provided for developing a support system. A virtual representation of a device is generated for display on a user interface. Links between components of the virtual representation, which represent components of the device, and corresponding cases in a searchable knowledge base (SKB) are stored. Users can navigate the SKB in search of a solution to a problem with the device with the assistance of the virtual representation which enables actuation of the existing links. The users are able to create new links, each new link linking a component of the virtual representation with a case in the SKB which the user identifies as providing a solution to the problem with the device which is related to the component. The new link is stored for future use by the user or by other users. | 09-09-2010 |
20100306645 | GUIDED NATURAL LANGUAGE INTERFACE FOR PRINT PROOFING - A guided natural language interface, a method for guiding a user in specifying a color problem with a document image, and a set of templates for use in the interface and method are provided. The interface includes computer readable memory which stores a set of issue description templates, each template being configured for guiding a user in formulating a problem statement characterizing, in natural language, a problem related to color identified in an input document. A natural rendering engine receives information input by a user and/or information input from an associated problem detector, and instantiates one of the templates in response thereto. The natural language rendering engine is configured for presenting the problem statement to the user as it is refined and communicating information based on the refined problem statement to an associated problem corrector. | 12-02-2010 |
20110141497 | SYSTEM AND METHOD FOR PRINT PROFILE SELECTION - A computer-based method and system for optimal print profile selection are provided. The method includes receiving a color document and print profiles into memory, identifying out-of-gamut regions within the color document, presenting the identified out-of-gamut regions to a user, receiving color accuracy requirements from the user for at least one out-of-gamut region, computing a color quality value for each of the at least one print profile based at least partially on the received color accuracy requirements, creating a ranked list comprising the at least one print profiles ranked at least partially according to the computed color quality value, and outputting the ranked list to a user terminal, a computer monitor, or computer memory. | 06-16-2011 |
20110270771 | System and method for a flexible management of the escalation of support for devices - A system and method are disclosed for determining when to escalate from one support level to a higher support level in assisting a user resolve a problem with a device. The method includes storing information on past users' interactions with a self help server during prior self help sessions, the self help server providing a first remote support level for troubleshooting a problem with a device. Information is stored on a current user's interactions with the self help server during a current self help session for troubleshooting the current user's problem with a device. A determination of when to provide for escalation to a higher remote support level for troubleshooting the current user's problem with the device is based on the stored information on the past users' interactions and the current user's interactions. | 11-03-2011 |
20110282892 | METHOD AND SYSTEM TO GUIDE FORMULATIONS OF QUESTIONS FOR DIGITAL INVESTIGATION ACTIVITIES - A system and method for guiding a user in building a query are disclosed. The method includes providing an interaction space in which a user formulates a query using a plurality of query building blocks selected from a predefined set of query building blocks. The user's formulation of the query is guided. Guiding selection of at least a next building block is provided by at least one of a content-based mechanism which limits the selection of the next building block to those which will yield at least one result from an indexed collection of documents, a structure-based selection mechanism which limits the selection of the next building block to those which meet a predefined grammar, and a usage-based selection mechanism which proposes a next building block based on patterns of building blocks used in building prior queries. Each of these guidance mechanisms may be provided with the result that the next block proposed is informed by each of the mechanisms. | 11-17-2011 |
20120144238 | SYSTEM AND METHOD FOR LOCATING AN OPERATOR IN A REMOTE TROUBLESHOOTING CONTEXT - A system locates a user in a remote troubleshooting environment. An office device is utilized to perform at least one of a copy, a facsimile, a print, and an email. A headset facilities audio communication between the user and a remote troubleshooter. A compass is located proximate to the office device wherein the headset is placed in a predetermined location proximate to the compass to establish a datum point such that movement from the datum point is recognized as a location proximate to the office device. A remote processing component displays the location of the headset relative to the office device based on information provided by the compass. | 06-07-2012 |
20120150920 | METHOD AND SYSTEM FOR LINKING TEXTUAL CONCEPTS AND PHYSICAL CONCEPTS - A system and a method for linking textual and physical concepts are disclosed. The method includes extracting candidate phrases from a knowledge base for a device, the candidate phrases including noun phrases. A set of candidate concepts is generated, based on the extracted noun phrases. Provision is made, e.g., on a graphical user interface, for a user to generate mapped concepts for physical components of the device by selecting, for each concept to be mapped, a physical component shown in a graphical representation of the device and at least one of the candidate concepts which is to be linked to that physical component. The knowledge base is indexed, based on the mapped concepts. In this way, textual expressions in the knowledge base are linked to a respective physical component through one of the mapped concepts. | 06-14-2012 |
20120192077 | MOBILE SCREEN METHODS AND SYSTEMS FOR COLLABORATIVE TROUBLESHOOTING OF A DEVICE - This disclosure provides collaborative communication systems and methods to facilitate troubleshooting of a device. Specifically, the disclosed systems and methods include a dynamic virtual representation of a device from the perspective of a user of the device which is shared with a remote troubleshooter. The dynamic virtual representation is based on the position of the user. | 07-26-2012 |
20130139218 | SOFT METHOD FOR LOCAL SECURE CONNECTION TO A DEVICE - A system for pairing two devices includes a monitoring system and a server. The monitoring system receives a request made by a local submitter, such as servicing device or a technician operating the servicing device, for accessing diagnostic data of the monitoring system. The monitoring system initiates a request made to the server for connecting the monitoring system with the servicing device. The server generates pairing information and transmits the pairing information to the monitoring system. The server determines that a pairing key is received as input at the servicing device and/or monitored device and determines if the pairing key matches the pairing identification. If the server determines that there is a match, the server relays diagnostic data received from the monitoring system to the servicing device. | 05-30-2013 |
20130197899 | SYSTEM AND METHOD FOR CONTEXTUALIZING DEVICE OPERATING PROCEDURES - A system and method for contextualizing operating procedures are provided. A set of procedures is provided, each including text describing user actions which are to be performed on a physical device to implement the procedure. A device model refers to components of the device on which user actions are performable and provides state charts which link an action performable on the respective component with states assumed by it. The text of each procedure is segmented to form a sequence of steps. Each step includes an action to be performed on one of the components of the device that is referred to in the device model. When a request for one of the procedures is received, the corresponding sequence of instruction steps is retrieved. A current one of the instruction steps is contextualized, based on device data received from the device and the state chart of the respective component. | 08-01-2013 |
20140095144 | SYSTEM AND METHOD FOR LABELING ALERT MESSAGES FROM DEVICES FOR AUTOMATED MANAGEMENT - An alert processing system and method are adapted for processing device alerts. The system includes a routing device in communication with a printer. The routing device receives at least one alert description in a source language transmitted from the printer. The routing device identifies a set of words derived from the alert description related to a condition of the associated device. The routing device compares the set of words, in a target language, to a categorization model and, based on the comparison, categorizes the set of words into to one of a predetermined set of alert categories. | 04-03-2014 |
20140201066 | SYSTEM AND METHOD FOR ENABLING TRANSACTIONS ON AN ASSOCIATED NETWORK - A method and system are disclosed for wireless payment and information collection. A central system generates a personalized application including unique application and transaction identifiers, security keys, and signatures for a user device. The user device implements the personalized application in order to access the services of the associated network. Tags, capable of short-range communication with the user devices, are deployed to service access points of the associated network. The tags and user device mutually authenticate and share identifiers. Validation of the user device results in the tag updating an irreversible counter, generating transaction certificate, and logging this transaction information. The transaction certificate and a portion of the log are communicated to the user device, and service is granted. The user device transmits the transaction information and log to the central system for billing when a network connection is available. | 07-17-2014 |