Facilitating user support of electronic devices using dynamic matrix code generation

FACILITATING USER SUPPORT OF ELECTRONIC DEVICES USING DYNAMIC MATRIX CODE GENERATION

FIELD OF THE INVENTION

This disclosure relates generally to user support of electronic devices, and more specifically to electronic devices dynamically generating matrix codes that include information specific to the electronic device as well as user support information which can then be displayed and scanned to initiate user support for a user of the electronic device.

SUMMARY

The present disclosure discloses systems and methods for helping provide user support for electronic devices utilizing dynamically generated matrix codes, such as (but not limited to) QR codes. An electronic device may derive information specific to the device (which may be related to the operation of the device), dynamically generate a matrix code that includes the information specific to the 15 device and user support information, and transmit the dynamically generated matrix code to a display device. When a user captures the matrix code with a reader device, the reader device may decode (or use a back end server to decode) the information specific to the electronic device and the user support information and initiate a user support request.

In response to the initiated user support request, user support may then be provided for the user. Problems may be automatically taken care of for the user, tutorials may be provided for the user, service calls may be scheduled for the user, and so on. The user may also be provided notifications (via the electronic device, the reader device, and/or other communication devices) that the user support request has been received, notifications regarding the contents of the user support request, notifications regarding scheduled service calls, notifications regarding potential problem fixes, and various other notifications and/or other responses.

The information specific to the electronic device may include a variety of different information that is specific to the operation of the electronic device, such as 30 electronic device identifiers, electronic device configuration, error codes for errors that have occurred during electronic device operation, account information for one or more customer accounts associated with the electronic device, a location of the electronic device, and so on. The user support information for the electronic device may include a variety of information that may be utilized to initiate user support

CA 2818604 2018-01-17 requests such as a web site address to which to the information specific to the electronic device, a network address for a user support provider response system to which the information specific to the electronic device may be transmitted, an identifier for an application resident on the reader device to which the information specific to the electronic device may be passed, and so on.

In some implementations, the matrix code may be dynamically generated upon the occurrence of an error. However, in other implementations, the matrix code may be generated in response to receiving a user input. In various implementations, the electronic device may transmit the matrix code by themselves to a display device such that the matrix code will be the only element displayed on the display device at a particular time. In various other implementations, the electronic device may combine the matrix code with one or more images that are being transmitted to the display device and transmit the combination for simultaneous display.

According to another aspect of the disclosure there is provided a method for facilitating user support of electronic devices using dynamic matrix code generation, the method comprising: detecting, by an electronic device without receiving a signal from a remote provider that is remote from the electronic device, an operational error of the electronic device where the operational error results in an error condition requiring repair in order for the electronic device to operate correctly; consequent to the detecting of the operational error, deriving, by the electronic device and without receiving a signal from the remote provider, information specific to the electronic device that is related to operation of the electronic device, the deriving the information comprising determining, from a plurality of error codes, at least one error code as corresponding to the operational error, where the information comprises the determined at least one error code; dynamically generating, utilizing the electronic device, at least one matrix code, wherein the at least one matrix code includes the information specific to the electronic device and electronic device user support information; and transmitting, utilizing the electronic device, the at least one matrix code to at least one display device, wherein the at least one matrix code is decodable by at least one reader device that optically detects the at least one matrix code displayed on the at least one display device to initiate an electronic device user support request.

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According to another aspect of the disclosure there is provided an electronic device comprising: at least one processing unit; and at least one output component, communicably coupled to the at least one processing unit and at least one display device, wherein the at least one processing unit: receives an operational error of the electronic device detected by the electronic device without receiving a signal from a remote provider that is remote from the electronic device, wherein the operational error results in an error condition requiring repair in order for the electronic device to operate correctly; consequent to the electronic device detecting the operational error, derives information specific to the electronic device that is related to operation of the electronic device without receiving a signal from the remote provider, wherein the deriving the information comprises determining, from a plurality of error codes, at least one error code as corresponding to the operational error, and wherein the information comprises the determined at least one error code; and dynamically generates at least one matrix code, wherein the at least one matrix code includes the information specific to the electronic device and electronic device support information, and wherein the at least one output component: transmits the at least one matrix code to the at least one display device, wherein the at least one matrix code is decodable by at least one reader device that optically detects the at least one matrix code displayed on the at least one display device to initiate an electronic device user support request.

According to another aspect of the disclosure there is provided a system for facilitating user support of electronic devices using dynamic matrix code generation, comprising: an electronic device, comprising: at least one processing unit that derives information specific to the electronic device that is related to operation of the electronic device; and at least one output component, wherein the at least one processing unit: receives an operational error of the electronic device detected by the electronic device without receiving a signal from a remote provider that is remote from the electronic device, wherein the operational error results in an error condition requiring repair in order for the electronic device to operate correctly; consequent to the electronic device detecting the operational error, derives information specific to the electronic device that is related to operation of the electronic device without receiving a signal from the remote provider, wherein the deriving the information comprises determining, from a plurality of error codes, at least one error code as corresponding to the operational error, and wherein the information comprises the determined at least one error code; and dynamically generates at least one matrix code, wherein the at least one matrix code includes the information specific to the electronic device and electronic device support information, and wherein the at least

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2818604 2018-01-17 one output component: transmits the at least one matrix code to the at least one display device; and at least one reader device comprising: at least one optical input device that detects the at least one matrix code displayed on the at least one display device; and at least one processing unit that decodes the information specific to the electronic device and the electronic device support information from the detected at least one matrix code, wherein the at least one processing unit of the at least one reader device initiates an electronic device user support request based on the decoded the information specific to the electronic device and the electronic device support information.

It is to be understood that both the foregoing general description and the following detailed description are for purposes of example and explanation and do not necessarily limit the present disclosure. The accompanying drawings, which are incorporated in and constitute a part of the specification, illustrate subject matter of the disclosure. Together, the descriptions and the drawings serve to explain the principles of the disclosure.

BRIEF DESCRIPTION OF THE DRAWINGS

Figure 1 is a block diagram illustrating a system for facilitating user support of an electronic device using dynamic matrix code generation.

Figure 2 is a flow chart illustrating a method for facilitating user support of an electronic device using dynamic matrix code generation. This method may be performed by the system of Figure 1.

Figures 3A-3B are diagrams illustrating a first example system that facilitates user support for a television receiver. The system may be the system of Figure 1.

Figures 4A-4C are diagrams illustrating a second example system that facilitates user support for an automobile. The system may be the system of Figure

1.

Figures 5A-5C are diagrams illustrating a third example system that facilitates user support for a security system. The system may be the system of Figure 1.

DETAILED DESCRIPTION OF THE EMBODIMENTS

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The description that follows includes sample systems, methods, and computer program products that embody various elements of the present disclosure. However, it should be understood that the described disclosure may be practiced in a variety of forms in addition to those described herein.

Electronic devices (such as televisions, television receivers, digital video recorders, digital video disc players, automobiles, computing devices, telephones, kitchen appliances, video game systems, security systems, and so on) are often complex to operate. Users of electronic devices frequently utilize user support provided by manufacturers of the electronic devices, retailers of electronic devices, and so on in order to operate the electronic devices. This is particularly the case when errors occur during the operation of an electronic device. When an error does occur during the operation of an electronic device, a user of the electronic device may contact (such as by telephone, email, and so on) a user support provider in order to request user support from the provider. Such a user support provider may include the manufacturer or retailer of the electronic device, a third party contracted to provide user support for the electronic device, and so on.

However, requesting user support for an electronic device may be as complex for a user as operation of the electronic device itself. Often, a user may be required to locate contact information for a user support provider and wait on hold for extensive periods of time or wait extensive periods of time for a response. Further, the user support provider may need the user to provide extensive amounts of information regarding the electronic device (such as customer account information, electronic device identifiers, electronic device configuration information, detailed descriptions of errors, and so on) which may be burdensome for the user or beyond their level of understanding. As such, the user’s ability to obtain desired user support and/or ability to operate the electronic device may be frustrated.

The present disclosure discloses systems and methods for facilitating user support of electronic devices using dynamic matrix code generation. An electronic device may derive information specific to the electronic device. The information specific to the electronic device may be related to the operation of the electronic device. The electronic device may then dynamically generate one or more matrix codes, such as (but not limited to) QR codes, that include the information specific to the electronic device. Further, the dynamically generated matrix code may include user support information for the electronic device. The electronic device may then transmit the dynamically generated matrix code to a display device (which may be integrated into the electronic device). When the user of the electronic device utilizes a reader device (such as a smart phone, a mobile computing device, and so on) to detect the matrix code, the reader device may decode (or use a back end server to decode) the

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WO 2012/071174 PC17US2011/059977 information specific to the electronic device and the user support information and may initiate a user support request based on the decoded information.

Figure 1 is a block diagram illustrating a system 100 for facilitating user support of an electronic device using dynamic matrix code generation. The system 100 may include a electronic device 101 (which may be any kind of electronic device such as a television, a television receiver, a digital video recorder, a digital video disc player, an automobile, a computing device, a telephone, a kitchen appliance, a video game system, a security system, and so on), at least one display device 102 (which may be any kind of display device such as a cathode ray tube display, a liquid crystal display, a television, a computer monitor, and so on), and a reader device 103 (which may be any kind of device capable of detecting and decoding a matrix code such as a telephone equipped with a camera, a mobile computing device that includes a camera, and so on). The system may also include a user support provider 104.

The electronic device 101 may include one or more processing units 105, one or more one or more non-transitory storage media 106 (which may take the form of, but is not limited to, a magnetic storage medium; optical storage medium; magneto-optical storage medium; read only memory; random access memory; erasable programmable memory; flash memory; and so on), and one or more output components 107. Additionally, although the display device 102 is illustrated as separate from the electronic device, It is understood that in various implementations the display device may be incorporated into the electronic device. The processing unit of the electronic device may execute instructions stored in the nontransitory storage medium to derive information specific to the electronic device that relates to operation of the electronic device, dynamically generate one or more matrix codes (such as one or more QR codes) that include the information specific to the electronic device as well as user support information for the electronic device, and transmit the dynamically generated matrix code to the display device utilizing the output component.

Subsequently, the reader device 103 may detect the matrix code displayed by the display device 102, decode the information specific to the electronic device 101 and the user support information, and initiate one or more user support requests based on the decoded information. As part of initiating the user support request, the reader device may transmit the information specific to the electronic device to the user support provider 104. The user support information may include information regarding how the reader device will transmit the information specific to the electronic device to the user support provider (such as including a web address whether the user support provider may be contacted, an email address for a user support representative of the user support provider, a telephone number for the user support provider and so on. The reader device may include one or more processing units 109 which execute instructions stored in one or more non-transitory storage

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WO 2012/071174 PC17US2011/059977 media 111 in order to perform the above described functions. The reader device may also include an optical input device 110 (such as a camera, a barcode scanner, and so on) for detecting the matrix code displayed by the display device as well as a communication component 112 for communicating with the user support provider.

The information specific to the electronic device 101 may include a variety of different information that is specific to the operation of the electronic device. For example, the information may include electronic device identifiers (such as network addresses, serial numbers, media access control numbers, and so on), electronic device configuration information (such as the individual hardware components included in the electronic device and/or identifiers for such components, drivers utilized on the electronic device, options set for the electronic device, a current status of the electronic device, and so on), error codes for errors that have occurred during electronic device operation (such as an error number associated with an error that has occurred, debug information, a core dump, and so on), account information for one or more customer accounts (such as subscription service accounts, warrantee accounts, support agreement accounts, and so on) associated with the electronic device, a location of the electronic device (such as a global positioning system location, a mailing address, and so on), and so on. For instance, in implementations where the electronic device includes a television receiver, the information specific to the television receiver may include a serial number for the receiver, a media access control number for the receiver, current settings for the receiver, current channel information for the receiver, account information for a programming subscription related to the television receiver, information on hardware included in the television receiver, a mailing address associated with the television receiver, and so on.

The user support information for the electronic device 101 may include a variety of information that may be utilized to initiate user support requests based on the information specific to the electronic device. For example, the user support information may include a web site address to which to transmit error codes and the web site may provide a user tutorials regarding operation of the electronic device related to the error code. By way of another example, the user support information may include a network address for a user support provider 104 response system to which user contact information, electronic device identifiers, error codes, and so on may be transmitted such that the response system may automatically correct a problem with the electronic device, schedule a service call (which may be performed via telephone, email, an onsite visit, and so on) and inform the user of the scheduled service call, and so on. By way of still another example, user support information may include an identifier for an application resident on the reader device 103 such as an electronic device password recovery application which may be passed an encrypted version of the password, one or more password recovery verification questions, and one or more encrypted password recovery verification answers. As such, the electronic device password

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WO 2012/071174 PCT/US2011/059977 recovery application may prompt a user with the one or more password recovery verification questions, compare the user’s answers with the encrypted answers, and present the user with a decrypted version of the password if the answers are correct.

In some implementations, the electronic device 101 may dynamically generate the matrix codes upon the occurrence of an error during operation of the electronic device. For example, a refrigerator may dynamically generate a matrix code that includes an error code and transmit the matrix code to an associated display device when a cooling component ceases cooling. In other implementations, the electronic device 101 may dynamically generate the matrix codes in response to receiving a user input. For example, a user may call a user support line to obtain user support for a software product on a computer. A user support representative assisting the user may need to know configuration information about the computer in order to provide user support. The user support representative may include the user to launch a program on the computer for dynamically generating and displaying a matrix code that, when the user scans it with their smart phone, decodes the configuration information and transmits it to the user support representative.

In various implementations, the electronic device 101 may transmit the one or more matrix codes by themselves to the display device 102 via the output component 107 for the display device to display only the one or more matrix codes at a particular time. However, in various other implementations (such as implementations where the electronic device is a television receiver, digital video recorder, or other such device that provides images to a display), the electronic device may transmit one or more images (such as a video stream) to the display device via the output component. In such implementations, the electronic device may combine the one or more matrix codes with the one or more images and transmit the combination to the display device via the output component

Figure 2 illustrates a method 200 for facilitating user support of an electronic device using dynamic matrix code generation. The method 200 may be performed by the system 100 of Figure 1. The flow begins at block 201 and proceeds to block 202 where the processing unit 105 of the electronic device 101 derives the information specific to the electronic device. The flow then proceeds to block 203 where the processing unit dynamically generates a matrix code (such as a QR code) that includes the information specific to the electronic device and the user support information. Then, the flow proceeds to block 204 where the processing unit transmits the dynamically generated matrix code to the display device 102 via the output component 107 before the flow proceeds to block 205.

At block 205, the display device 102 displays the matrix code that was transmitted by the processing unit 105 of the electronic device 101 via the output component 107. The flow then proceeds to block 206.

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At block 206, the reader device 103 detects the matrix code displayed on the display device 102. The flow then proceeds to block 207 where the reader device decodes the detected matrix code. Decoding the detected matrix code may include decoding the information specific to the electronic device and the user support information that is included in the matrix code. The flow then proceeds to block 208 where the reader device determines from the decoded user support information whether or not the reader device will provide user support. If so, the flow proceeds to block 215 where the reader device provides the user support before the flow proceeds to block 214 and ends. Otherwise, the flow proceeds to block 209.

At block 209, after the reader device 103 determines that the reader device will not provide user support, the reader device 103 determines from the decoded user support information whether or not to transmit a user support request to the user support provider 104. If not, the flow proceeds to block 214 and ends. Otherwise, the flow proceeds to block 210 where the reader device transmits a user support request including the decoded information specific including the electronic device to the user support provider 104 as specified by the decoded user support information.

The flow then proceeds to block 211 where the user support provider 104 provides the requested user support and the flow proceeds to block 212. At block 212, the user support provider determines whether or not to transmit a response to the user support request. The user support provider may not submit a response to the user support request if the user support request can be fulfilled without additional user involvement. However, the user support provider may submit a response for a variety of reasons such as if the user support request cannot be fulfilled without additional involvement (i.e., if the user support provider needs to schedule a telephone call with the user to provider the requested user support), if the user support provider provides a confirmation (i.e., an acknowledgement that the user support request was received, a notification as to the contents of the user support request that was received, and so on), if the user support provider will provide tutorials concerning the user support request, and so on.

If the user support provider 104 determines not to transmit a response to the user support request, the flow proceeds to block 214 and ends. Otherwise, the flow proceeds from block 212 to block 213 where the user support provider transmits the response. The user support provider may transmit the response to the reader device 103, the electronic device 101, another communication device utilized by the user (such as a telephone, an in person visit, an email address, and so on), and so on. The flow then proceeds to block 214 and ends.

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It should be understood that the specific steps as well as the specific order or hierarchy of steps described in method 200 is an example of a sample approach. In other implementations, some of the specific steps as well as the specific order or hierarchy of steps in the method may be rearranged while remaining within the disclosed subject matter.

Figures 3A-3B illustrate a first example system 300A-300B that facilitates user 301A301B support for a television receiver. As illustrated in FIG. 3A, the system 300A includes a television 302A (which incorporates a television receiver for receiving television programming from a programming provider for the television 302A)and a user 301A. In this example, the television detects an error condition because the television receiver is not receiving a signal from the programming provider. As such, the television dynamically determines information specific to the television which includes a physical address associated with the television receiver, a network address for the television receiver, an identifier for the television receiver, an account number for the programming provider account associated with the television receiver, and an error code corresponding to the error condition of no signal. The television dynamically generates a QR code 306A that includes the dynamically determined information specific to the television. Further, the television includes user support information in the QR code specifying to transmit the information specific to the television to a customer support system of the programming provider (such as via a web interface). The television then displays the QR code on the screen 303A of the television. In order to request user support, the user takes a picture of the QR code on the screen of the television with a cellular phone 304A that is executing a QR code reader program. The QR code reader program detects and decodes the QR code. Based on the decoded user support information, the cellular phone then transmits the decoded information specific to the television to the customer support system of the programming provider.

In this example, the television receiver is not receiving a signal from the programming provider because of a network outage that the programming provider is already aware of and is already attempting to fix. As such, the programming provider may transmit a response to the user indicating that the problem is related to a service outage that the programming provider is working to correct. Figure 3B depicts a response from the programming provider received by the cellular phone 304B and displayed on a display screen 305B of the cellular phone.

Figures 4A-4C illustrate a second example system 400A-400C that facilitates user 401A-401C support for an automobile 402A-402C. As illustrated in FIG. 4A, the system 400A includes an automobile 402A and a user 401A. In this example, the automobile detects an error condition because the engine of the automobile has locked up. As such, the automobile dynamically determines information specific to the automobile which includes a global position system location for the automobile, name information for the owner of the

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WO 2012/071174 PC17US2011/059977 automobile, account information for a roadside assistance account associated with the automobile, and an error code corresponding to the error condition of locked engine. The automobile dynamically generates a QR code 406A that includes the dynamically determined information specific to the automobile. Further, the automobile includes user support information in the QR code specifying to transmit the information specific to the automobile to a roadside assistance system (such as via a web interface). The automobile then displays the QR code on a dashboard display screen 503A of the automobile. In order to request user support, the user takes a picture of the QR code on the dashboard display screen with a personal digital assistant 404A that is executing a QR code reader program. The QR code reader program detects and decodes the QR code. Based on the decoded user support information, the personal digital assistant then transmits the decoded information specific to the automobile to the roadside assistance system.

In this example, the automobile 402A may require an on site mechanic visit in order to repair the locked engine. As such, the roadside assistance system may determine when a telephone support representative will be able to call the user 401A and transmit a notification regarding when the telephone support representative will call the user. Figure 4B depicts a response from the roadside assistance system received by the personal digital assistant 404B and displayed on a display screen 405B of the personal digital assistant. As the response indicates, a telephone service representative from roadside assistance will call the user 401B within ten minutes to either help the user troubleshoot the problem, send out a mechanic, call a tow truck, and so on. FIG. 4C depicts the user 401C speaking to the telephone service representative when the telephone service representative makes the scheduled telephone service call to the personal digital assistant 404C.

Figures 5A-5C illustrate a third example system 500A-500C that facilitates user support for a security system 502A-502C. As illustrated in FIG. 5A, the system 500A includes a security system 502A and a user 501A. In this example, the user may have forgotten a password stored by the security system and may have pressed a button for recovering the password. As such, the security system dynamically determines information specific to the security system which includes the password to recover, one or more passkey questions, and answers to the one or more passkey questions (any of which may be encrypted). The security system dynamically generates a QR code 506A that includes the dynamically determined information specific to the security system. Further, the security system includes user support information in the QR code identifying a password recovery program to initiate and supply with the information specific to the security system. The security system then displays the QR code on a control panel display screen 503A of the security system. In order to request user support, the user takes a picture of the QR code on the control panel display screen with a mobile computing device 504A that is executing a QR code reader program. The QR code reader program detects and decodes the QR code.

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Based on the decoded user support information, the mobile computing device initiates the password recovery program and passes the program the decoded information specific to the security system.

As illustrated in FIG. 5B, the password recovery program presents the user 501B with one or more of the passkey questions from the decoded information specific to the security system via a display screen 505B of the mobile computing device 504B, receives responses to the one or more passkey questions from the user, and compares the received answers to the decoded information specific to the security system. If the responses match the answers, the password recovery program presents the password to the user via the display screen 505C of the mobile computing device 504C, as illustrated in FIG. 5C.

In the present disclosure, the methods disclosed may be implemented as sets of instructions or software readable by a device. Further, it is understood that the specific order or hierarchy of steps in the methods disclosed are examples of sample approaches. In other embodiments, the specific order or hierarchy of steps in the method can be rearranged while remaining within the disclosed subject matter. The accompanying method claims present elements of the various steps in a sample order, and are not necessarily meant to be limited to the specific order or hierarchy presented.

The described disclosure may be provided as a computer program product, or software, that may include a non-transitory machine-readable medium having stored thereon instructions, which may be used to program a computer system (or other electronic devices) to perform a process according to the present disclosure. A non-transitory machinereadable medium includes any mechanism for storing information in a form (e.g., software, processing application) readable by a machine (e.g., a computer). The non-transitory machine-readable medium may take the form of, but is not limited to, a magnetic storage medium (e g., floppy diskette, video cassette, and so on); optical storage medium (e.g., CDROM); magneto-optical storage medium; read only memory (ROM); random access memory (RAM); erasable programmable memory (e.g., EPROM and EEPROM); flash memory; and so on.

It is believed that the present disclosure and many of its attendant advantages will be understood by the foregoing description, and it will be apparent that various changes may be made in the form, construction and arrangement of the components without departing from the disclosed subject matter or without sacrificing all of its material advantages. The form described is merely explanatory, and it is the intention of the following claims to encompass and include such changes.

While the present disclosure has been described with reference to various embodiments, it will be understood that these embodiments are illustrative and that the

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WO 2012/071174 PC17US2011/059977 scope of the disclosure is not limited to them. Many variations, modifications, additions, and improvements are possible. More generally, embodiments in accordance with the present disclosure have been described in the context or particular embodiments. Functionality may be separated or combined in blocks differently in various embodiments of the disclosure or described with different terminology. These and other variations, modifications, additions, and improvements may fall within the scope of the disclosure as defined in the claims that follow.