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Advanced issue reporting and answer providing method/system based on video

IP.com Disclosure Number: IPCOM000248298D
Publication Date: 2016-Nov-15
Document File: 4 page(s) / 79K

Publishing Venue

The IP.com Prior Art Database

Abstract

This invention discloses a method/system to report issue and auto retrieve answer using video. When user finds a product is abnormal, he uses mobile device with camera to take one or more videos of the product. The invention extracts key info from the videos, then searches the knowledge library to auto retrieve the answer. The key info includes but not limited to the product model, warning beep, message and signal light in display panel. Key info is presented in a format including text and picture, and the words and pictures also fit the knowledge library. User can also append additional comment before or after filming the video. The invention also introduces the method/system to build the knowledge library. The input can be but not limited to the product White Paper, Red Book, problem reporting DB. For each product/model, the invention retrieves information about how to identify the type/model, operation elements/panel picture, and also the words/phrases used. These info will be separately cached for quick searching and also linked to original material.

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Advanced issue reporting and answer providing method/system based on video

Usually user have to read/search instructions, technical documents or webpages on the internet to figure our problem, or reportto supporting team, when they met system error or alert. Although there are lots of key information shown on display panel (light, error code) or beep sound, it is never a easy thing for common user to capture the real problem, or describe the symptoms clearly. And the more complex the product is, the harder for user to describe the problems. These problems are common on intelligent home device, car, server, mainframeā€¦

For common users, existing bug reporting mechanism is complicated, and a lot of information need to be provided. Even though, some important information such as beeps, shining frequency of the flashing light, or the change of execution code might be missed. So it will cost several rounds for supporting team to get the necessary information and provide the solution.

This invention discloses a method/system to report issue and auto retrieve answer using video. When user finds a product is abnormal, he uses mobile device with camera to take one or more videos of the product. The invention extracts key info from the videos, then searches the knowledge library to auto retrieve the answer. The key info includes but not limited to the product model, warning beep, message and signal light in display panel. Key info is presented in a format including text and picture, and the words and pictures also fit the knowledge library. User can also append additional comment before or after filming the video.

The invention also introduces the method/system to build the knowledge library. The input can be but not limited to the productWhite Paper, Red Book, problem reporting database. For each product/model, the invention retrieves information about how to identify the type/model, operation elements/panel picture, and also the words/phrases used. These info will be separately cached for quick searching andalso linked to original material.

Claim points:


A system/method to report issue and auto retrieve answer using videos
A system/method to extract key info from the video, including method to identify product type/model, find the key objects in the video, mapped them with standard operation elements, extract characteristic behavior and describe it using text and picture.

A system/method to build the knowledge library, index th...