| 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 |
