471 results about "Remote assistance" patented technology

A method and system for remote assistance and review of a technician or multiple technicians, in real time, working with equipment of various complexity. A technician or multiple technicians at a remote location are coupled by a wireless means to an advisor at a local station, so that the advisor may view and hear the same stimuli as the technician, that the advisor and technician may communicate. The technician has limited training or otherwise in need of support, and may be a field engineer, technician or maintenance personnel. The advisor has extensive training and able to provide technical support, and generally has extended and specialized knowledge with regard to the remote apparatus, and may be a technical expert on the remote apparatus. The technician may comprise an individual or group with technical training and knowledge, but lacking managerial or other authority, while the advisor comprises an individual or group with such authority. The technician communicates with the advisor by visual cues or ordinary speech, while the advisor views and listens to the remote apparatus. The advisor gives advise to the technician for manipulating or repairing the remote apparatus. Alternatively, an intermediate advisor may advise the technician and be advised by a higher-level advisor.

Remote assistance is provided to a mobile device across a network to enable malware detection. The mobile device transmits potentially infected memory pages to a remote server across a network. The remote server performs analysis, and provides feedback to the mobile device. Based on the received feedback, the mobile device halts a process, or retrieves and transmits additional memory pages to the remote server for more analysis. This process is repeated until a compromised region of memory is identified and / or isolated for further repair to be performed. The feedback from the remote server reduces the processing and storage burden on the mobile device, resulting in a more reliable detection that uses fewer resources. Embodiments including hypervisors and virtual machines are disclosed.

Systems and methods for transforming formal and informal natural language user inputs into a more formal, machine-readable, structured representation of a search query. In one scenario, a processed sequence of user inputs and machine-generated prompts for further data from a user in a multi-turn interactive dialog improves the efficiency and accuracy of automated searches for the most relevant items available for purchase in an electronic marketplace. Analysis of user inputs may discern user intent, user input type, a dominant object of user interest, item categories, item attributes, attribute values, and item recipients. Other inputs considered may include dialog context, item inventory-related information, and external knowledge to improve inference of user intent from user input. Different types of analyses of the inputs each yield results that are interpreted in aggregate and coordinated via a knowledge graph based on past users' interactions with the electronic marketplace and / or inventory-related data.

Systems and methods for remote assistance. A user computer is able to generate a ticket that includes temporary credentials for a remote assistance account of the user computer. The ticket is escalated to an expert, who activates the ticket and requests a connection with the user using the encrypted credentials. The user can accept this request if the credentials are validated and provide the expert with a view of the user's desktop. The expert, if necessary, can request control of the user computer and the user can either grant or deny this request. If granted, the user computer can unilaterally terminate the control that was provided to the expert. Because the credentials in the ticket are encrypted, the expert does not know the actual password to the remote assistance account and can only access the user computer interactively.

Systems and methods for authoring and performing procedural workflows, and engaging in multimedia communication, remote assistance, training, data entry, inventory management, authentication, and secure networking using a hands-free or substantially hands-free wearable digital device are described. In one implementation, a user logs into a secure network using existing credentials, and a Quick Response Code is generated to temporarily authorize the user's wearable device within the secure network. In another implementation, information is encrypted and transferred between a computing device and a remote system, and the computing device is verified as being connected to a particular network and located within a particular geofence. In a further implementation, an interface for authoring a procedural workflow includes defining workflow steps based on selected primitives, and displaying rendered previews of the workflow as it would appear on different user devices.

A number of geographically dispersed automated product design systems and support systems are connected to a network. A user of a design system requesting assistance in using the design system is connected to an operator of one of the support systems. A display and control connection is established between the user system and the support system such that the operator of the support system can monitor and control the user system. A discussion connection is established between the user of the user system and the operator of the support system such that the user can submit inquiries to and receive responses from the operator while the operator is viewing the information being displayed to the user at the user system.

A system and corresponding methods to provide assistance to a mobile user (42) to operate applications in the mobile device (31) is described. A call center is enhanced to enable routing mobile device application screens (43) to call center agents in addition to routing voice calls. Such a call center is referred to as remote help center.When a mobile user (42) needs assistance in operating applications (44) at the mobile device (31), he makes a call to remote help center and sends display contents from the mobile device (31) into the remote help center which routes the display contents to corresponding remote help center agents who can provide remote assistance to operate applications (44) at the mobile device (31).

The present invention relates to a healthcare consultation system that includes a knowledge database, a decision support server, an interactive help system and a connection, wherein the connection comprises a remote assistance unit. The present invention also relates to a wearable computer capable of two-way audio / visual conferencing to provide 24 / 7 real-time healthcare consultation. The present invention further relates to a method for providing training and help services to a healthcare provider, a healthcare manufacturer or a healthcare user by providing a resource center that comprises a knowledge database, a decision support server and an interactive help system, building the knowledge database by compiling information, analyzing the information in the knowledge database to develop the decision support server, establishing a connection between the interactive help system and the healthcare provider, healthcare manufacturer and healthcare user, accessing the decision support server, and delivering education, training and consultation services via the interactive help system, wherein the connection comprises a remote assistance unit. According to a preferred embodiment, the remote assistance unit comprises a heads-up display, a mini personal computer, a wireless local area network, a headset, a camera, voice over internet protocol technology, a microphone, and / or glasses or head gear.

A monitoring system for vehicles is disclosed. At least two cameras are disposed around a vehicle to generate videos or images representing surrounding scenes in which the vehicle is present. Video streams from the cameras are transported via wired means or wireless means to a video processing system. Depending on applications, the video streams are processed to be collectively displayed on a screen (e.g., on the dashboard of the vehicle), analyzed to assist the driver of the vehicle to perform a task, stored in a storage device of limited capacity, or transported to a remote server for remote assistance or analysis.

The invention relates to a mobile terminal, a method for realizing screen capture in the same and a system. The method includes steps of receiving a screen capture request, and starting a screen capture function so as to capture data of a specific area; and receiving a storage instruction to store data of the specific area of a screen into a screen capture image. A user can realize screen capture for content displayed on the screen when realizing wireless communication by the mobile terminal such as a cell phone and the like, accordingly, an abnormal problem currently arising on the mobile terminal can be transmitted to another mobile terminal, details of the abnormal problem can be accurately described, a remote assistance function is expanded, further, the acquired screen capture image can be edited, screen capture functions are enriched, and requirements of users are met effectively.

A remote technical support system leverages a cloud platform to automate technical support interactions, facilitating rapid diagnosis and solution of detected performance issues in industrial systems. The technical support system facilitates automated collection of relevant system data from a customer's industrial assets in the event of a detected performance issue requiring involvement of a technical support entity. The relevant system data can be sent to the cloud platform in response to a manual request for support at the plant floor, or automatically in response to detection of a possible device failure or performance issue. The cloud-based remote technical support system then routes the data to a suitable remote support representative, providing the representative with information about customer's industrial system and operations that may be relevant in connection with diagnosing the issue.

Systems and method are provided for controlling a vehicle. In one embodiment, a method includes calculating, via a router of a vehicle system that accesses road map data, at least one route to a destination based on the road map data, thereby producing route solution data. The vehicle system enters a remote assistance mode in response to remote assistance decision data received from a blockage arbiter of the vehicle system. In the remote assistance mode, the method includes determining, via the router, at least one road segment of the road map data that is permitted to be blacklisted, thereby producing permitted blacklist data. The method includes transmitting the permitted blacklist data and the route solution data, via a vehicle communications module of the vehicle system, to a remote vehicle assistance system. The method includes updating, via the router, the road map data to exclude at least one blacklisted road segment defined by the permitted blacklist data.

The invention discloses a remote auxiliary system of a medical device. The remote auxiliary system comprises an external monitoring device and a remote device, wherein the external monitoring device receives data information from the medical device, performing analysis and storage on the obtained data, and sending a program control command; and the remote device is connected with the external monitoring device through a network; and after receiving request information of the external monitoring device, the remote device receives interface display information of the external monitoring device, establishes a communication connection with the medical device, and transmits a remote operation instruction. According to the remote auxiliary system of the medical device, provided by the invention, remote technical support personnel can remotely view an interface of the external monitoring device through the remote device, and follow-up visit working personnel are guided to perform follow-up visit operation through voice so as to finish remote assistance; or under the condition of obtaining authorization of the follow-up visit working personnel and giving a control right to the remote technical support personnel, the technical support personnel can remotely operate the external monitoring device to achieve the purpose of remote assistance.

Performing speech recognition in a multi-device system includes receiving a first audio signal that is generated by a first microphone in response to a verbal utterance, and a second audio signal that is generated by a second microphone in response to the verbal utterance; dividing the first audio signal into a first sequence of temporal segments; dividing the second audio signal into a second sequence of temporal segments; comparing a sound energy level associated with a first temporal segment of the first sequence to a sound energy level associated with a first temporal segment of the second sequence; based on the comparing, selecting, as a first temporal segment of a speech recognition audio signal, one of the first temporal segment of the first sequence and the first temporal segment of the second sequence; and performing speech recognition on the speech recognition audio signal.

Embodiments of the present invention relate to systems and methods for providing remote assistance with a medical procedure by a technician via a remote device such as a laptop or tablet. Video output generated by medical devices and video captured by a camera, may be transmitted via a network and rendered on the remote device. Video may also be rendered a master display in a procedure room. Network connectivity data that controls access to the medical devices may be stored on servers located at a remote data center. The remote device may provide a remote technician with access to and control of the medical devices in order to assist in the procedure. The remote technician may be an expert on the medical equipment utilized by a physician during a medical procedure. Sterile coverings for a touchpad may be utilized.

Remote assistance for users of hands-free communications devices is provided as a service. A user registers a hands-free communications device and the user. The service is requested in instances either automatically, upon notification that a trigger has been initiated, or upon request of the user. An agent is notified to contact the user and, upon obtaining authorization from the user of the hands-free communications device for which the service trigger has been automatically activated, the agent takes control remotely of at least one application on the hands-free communications device for which the service trigger has been initiated.

The present disclosure enables remote device management. A programmatic interface is associated with each application plug-in. A web server included with the on-device agent provides access to the programmatic interfaces according to open standards such as HTML or XML. The present disclosure enables access to remote devices through existing infrastructure without the need for proprietary systems. An IT administrator or other administrator may remotely access and update software and hardware, track device data plan usage statistics, provide live support, and track current and historical device locations. Through the support features of the present disclosure an IT administrator or other support operator may remotely operate a device as if they were actually holding the device. This feature provides direct access to device files and software while also showing the IT administrator screen views of the remote device. Thus, the IT administrator actually sees what the remote user also sees.

Methods, systems, and apparatus for providing assistance to a user of a mobile application are described. A request for assistance from the user is detected and a request is issued to a remote device for establishment of a remote assistance session. Information describing a state of the mobile device is periodically transmitted to the remote device and one or more commands may be received from the remote device. The commands may be executed on the mobile device.

The invention provides a remote assistance control method and device, wherein the method comprises the following steps: establishing connection between a control mobile terminal and a controlled mobile terminal; receiving screen display information carrying an assistance content sent by the controlled mobile terminal, and displaying the screen display information on a screen of the control mobile terminal; and sending an operation instruction for operating the screen display information displayed on the screen of the control mobile terminal to the controlled mobile terminal according to the assistance content, and remotely assisting the controlled mobile terminal by utilizing the operation instruction. By means of the invention, the problem that remote assistance cannot be carried out between the mobile terminals in the prior art can be solved; and thus, the effects of realizing remote assistance between the mobile terminals and improving the user experience are achieved.

The invention provides a communication control method and in particular discloses a remote assistance service method aiming at an embedded operation system. According to the method, a remote assistance server is enabled to access and configure a router in the front end of a far-end embedded device through the network data transmission and exchange by using an HTTP (hyper text transport protocol) assistance agent service technology and a reverse active connection technology, thus the embedded device is changed as a serviceable network terminal device, and more embedded devices can be easily changed as the serviceable network terminal device in the network. Compared with the general remote assistance method, the remote resistance service method provided by the invention can be used for greatly reducing the expenditure of manpower and financial resource; and meanwhile, the puzzle and trouble in installing and using the embedded device is reduced, and the market and prospect of the embedded device development is spread and extended in the future.

Systems and methods for authoring and performing procedural workflows, and engaging in multimedia communication, remote assistance, training, data entry, inventory management, authentication, and secure networking using a hands-free or substantially hands-free wearable digital device are described. In one implementation, a user logs into a secure network using existing credentials, and a Quick Response Code is generated to temporarily authorize the user's wearable device within the secure network. In another implementation, information is encrypted and transferred between a computing device and a remote system, and the computing device is verified as being connected to a particular network and located within a particular geofence. In a further implementation, an interface for authoring a procedural workflow includes defining workflow steps based on selected primitives, and displaying rendered previews of the workflow as it would appear on different user devices.

A route is selected for travel by an autonomous vehicle based on at least a level of difficulty of traversing the driving environment along that route. Vehicle signals, provided by one or more autonomous vehicles, indicating a difficulty associated with traveling a portion of a route are collected and used to predict a most favorable driving route for a given time. The signals may indicate a probability of disengaging from autonomous driving mode, a probability of being stuck for an unduly long time, traffic density, etc. A difficulty score may be computed for each road segment of a route, and then the scores of all of the road segments of the route are added together. The scores are based on number of previous disengagements, previous requests for remote assistance, unprotected left or right turns, whether parts of the driving area are occluded, etc. The difficulty score is used to compute a cost for a particular route, which may be compared to costs computed for other possible routes. Based on such information, a route may be selected.

The invention discloses an intelligent navigation system for the blind and a navigation method. The system includes a portable navigator that carries out double-directional communication through a data radio station and a remote assistance platform. The portable navigator takes an FPGA development board as a core and a microwave sensor, a camera, an infrared ultrasonic sensor, the data radio station, GPS, an earphone and a keyboard for the blind are connected on the FPGA development board. When indicating road information to the blind, the FPGA development board processes obtained moving object information, image information and barrier information, conducting audio prompt for the blind through the earphone; when a route planning for the blind is carried out, the keyboard for the blind inputs traveling information to the FPGA development board and transmits the information to the remote assistance platform through the data radio station; and after determining the traveling proposal, the remote assistance platform transmits the information to the FPGA developing board through the data radio station, and carrying out audio prompt for the blind through the earphone. The intelligent navigation system for the blind solves the problems of not being convenient, safe and real-time in the existing guidance ways.

The invention relates to a computer hardware and software fault diagnosis and repair system, which mainly comprises a background server, a computer hardware state detection card, a special guidance universal serial bus (USB) flash drive and a remote assistance module, wherein the computer hardware state detection card is a data acquisition card based on a peripheral component interconnect (PCI) bus; the computer hardware state detection card is provided with a detection module and an independent wireless network module and can send information which is detected in the energizing process of a computer to the background server through a wired or wireless network; the special guidance USB flash drive is connected with a fault computer through a USB interface and used for guiding the repairing or re-installation of an operating system of the computer and can eliminate operating system faults; the remote assistance module comprises a control end and a controlled end; the control end is arranged in the background server; and the controlled end is arranged in the special guidance USB flash drive and the fault computer, so that a maintainer can remotely eliminate various software faults after entering the operating system through the background server.

The invention discloses a method and a remote assistance system of information system maintenance. In one scheme, the remote assistance method assisting a server in providing information system maintenance for a client is provided to assist the server and the client to be interconnected by a network. The method is characterized in that the method comprises the following steps: the client monitors self running to determine whether system abnormality exists or not; the client collects diagnostic information correlative to the system abnormality and transmits the collected diagnostic information to an assistance server; based on the diagnostic information, the assistance server analyzes the system abnormality and provides a corresponding solution for the client; and the client implements the solution. By utilizing the invention, users can obtain convenient daily maintenance service, and especially can effectively carry out immunization and thoroughly isolate from safety risk.

The invention provides a self-service terminal and a remote assistance service system. The self-service terminal comprises a central controller, an identity information obtaining part, an operation screen, an entry slip printing part, an entry slip recovery part and a video screen, wherein the identity information obtaining part is connected with the central controller and used for obtaining identity information of a user requesting for service and transmitting the identity information to the central controller for identity verification, the operation screen is used for allowing the user to select the to-be-handled service type and inputting operation information in the service handling process, the entry slip printing part is used for printing service entry slip, the entry slip recovery part is used for recovering the service entry slip signed by the user, the video screen is used for being in video communication with a remote teller terminal when the user triggers remote assistance. By means of the technical scheme, paper receipts signed by customers can be recovered, the aim of guiding the customers to carry out service handling operation face to face can be achieved, the service effect is effectively improved for the customers, and operation cost is reduced.