Consumer electronic registration, control and support concierge device and method
We disclose a concierge device that can be configured to register, control and support a consumer device. It can alternatively or redundantly connect to a home management bridge and/or cloud-based management servers. It can accept menus that allow a single concierge device to provide a wide range of functions for various consumer devices. The concierge device allows the user in a single action to initiate a support session, automatically identifying the consumer device. The concierge device can be configured for voice or video support calls. The concierge device in conjunction with a home management bridge or gateway can manage on boarding of components of an automated home, such as switches and lamps. Implementations of the concierge device that include a display can show supplemental information, such as advertising, optionally in coordination with media being played on a consumer device coupled in communication with the concierge device.
1 . A method of initiating a support session for a consumer device using a concierge device, the method including:
associating the concierge device with a selected consumer device;
responsive to user action requesting a support session, the concierge device communicating with a home gateway, including causing the home gateway to buffer consumer device identification information for the selected consumer device and determine a remote support center for the support session from the consumer device identification information for the selected consumer device; and
causing the home gateway to initiate the support session for the selected consumer device with the determined remote support center and to forward automatically the consumer device identification information during the support session from the home gateway to the determined remote support center, thereby allowing the support session either
to bypass an automated attendant or interactive voice recognition system to connect with a human support agent or
to initiate an automated support protocol provided by the determined remote support center, wherein the support session comprises troubleshooting faults with the selected consumer device when the selected consumer device is not operating properly after installation and configuration, the automated support protocol comprising interactive communications with the determined remote support center, the interactive communications comprising status information of the consumer device, a plurality of queries from the home gateway and a plurality of diagnostic responses provided from the remote support center in response to the plurality of queries to resolve operation of the consumer device after installation and configuration of the consumer device.
2 . The method of claim 1 , wherein the associating further includes wirelessly pairing the concierge device with the selected consumer device and identifying the paired selected consumer device to the home gateway.
3 . The method of claim 1 , wherein the associating further includes selecting the selected consumer device from a menu of candidate consumer devices known to the home gateway.
4 . The method of claim 3 , wherein the menu is an audio menu.
5 . The method of claim 3 , wherein the menu is displayed visually.
6 . The method of claim 1 , wherein the home gateway is a physical device separate and distinct from the concierge device, to which the concierge device sends messages via an in-home network.
7 . The method of claim 1 , wherein the home gateway is part of a same physical device as the concierge device.
8 . The method of claim 1 , wherein the home gateway is a cloud-based device to which the concierge device sends messages via a network that extends outside a home that hosts the home gateway.
9 . The method of claim 1 , further including the concierge device receiving status information from the selected consumer device and forwarding the status information to the home gateway for use in the support session.
10 . The method of claim 1 , further including the home gateway receiving status information from the selected consumer device and using the status information in the support session.
11 . The method of claim 1 , further including the home gateway relaying messages to and from the selected consumer device during the support session.
12 . The method of claim 1 , further including displaying information received during the automated support protocol on a display of the concierge device.
13 . The method of claim 1 , further including displaying on a display of the concierge device a targeted or interactive advertisement.
14 . A concierge device comprising:
at least one wireless data communication adapter, one or more input sensors, one or more outputs and memory; and
at least one processor configured to perform operations including:
associating the concierge device with a selected consumer device;
responsive to user action requesting a support session, the concierge device communicating with a home gateway, including causing the home gateway to buffer consumer device identification information for the selected consumer device and determine a remote support center for the support session from the consumer device identification information for the selected consumer device; and
causing the home gateway to initiate the support session for the selected consumer device with the determined remote support center and to forward automatically the consumer device identification information during the support session from the home gateway to the determined remote support center, thereby allowing the support session either
to bypass an automated attendant or interactive voice recognition system to connect with a human support agent or
to initiate an automated support protocol provided by the determined remote support center, wherein the support session comprises troubleshooting faults with the selected consumer device when the selected consumer device is not operating properly after installation and configuration, the automated support protocol comprising interactive communications with the determined remote support center, the interactive communications comprising status information of the consumer device, a plurality of queries from the home gateway and a plurality of diagnostic responses provided from the remote support center in response to the plurality of queries to resolve operation of the consumer device after installation and configuration of the consumer device.
15 . The concierge device of claim 14 , wherein the associating further includes wirelessly pairing the concierge device with the selected consumer device and identifying the paired selected consumer device to the home gateway.
16 . The concierge device of claim 14 , wherein the associating further includes selecting the selected consumer device from a menu of candidate consumer devices known to the home gateway.
17 . The concierge device of claim 16 , wherein the menu is an audio menu.
18 . The concierge device of claim 16 , wherein the menu is displayed visually.
19 . The concierge device of claim 14 , wherein the home gateway is a physical device separate and distinct from the concierge device and having its own processor, to which the concierge device is configured to send messages via an in-home network.
20 . The concierge device of claim 14 , wherein the home gateway is a cloud-based device to which the concierge device sends messages via a network that extends outside a home that hosts the home gateway.
21 . The concierge device of claim 14 , further comprising the processor configured to perform operations including receiving status information from the selected consumer device and forwarding the status information to the home gateway for use in the support session.
22 . The concierge device of claim 14 , further comprising the processor configured to perform operations including receiving status information from the selected consumer device and using the status information in the support session.
23 . The concierge device of claim 14 , wherein the home gateway relays messages to and from the selected consumer device during the support session.
24 . The concierge device of claim 14 , further comprising the processor configured to perform operations including displaying information received during the automated support protocol on a display of the concierge device.
25 . The concierge device of claim 24 , further including displaying supplemental information on the concierge device as the user is participating in the support session.
26 . The concierge device of claim 25 , wherein the supplemental information displayed includes a targeted or interactive advertisement.
27 . A system comprising:
a home gateway; and
a concierge device, the concierge device comprising:
at least one wireless data communication adapter, one or more input sensors, one or more outputs and memory; and
at least one first processor configured to perform operations including:
associating the concierge device with a selected consumer device;
responsive to user action requesting a support session, the concierge device communicating with a home gateway, including causing the home gateway to buffer consumer device identification information for the selected consumer device and determine a remote support center for the support session from the consumer device identification information for the selected consumer device; and
causing the home gateway to initiate the support session for the selected consumer device with the determined remote support center and to forward automatically the consumer device identification information during the support session from the home gateway to the determined remote support center, thereby allowing the support session either
to bypass an automated attendant or interactive voice recognition system to connect with a human support agent or
to initiate an automated support protocol provided by the determined remote support center, wherein the support session comprises troubleshooting faults with the selected consumer device when the selected consumer device is not operating properly after installation and configuration, the automated support protocol comprising interactive communications with the determined remote support center, the interactive communications comprising status information of the consumer device, a plurality of queries from the home gateway and a plurality of diagnostic responses provided from the remote support center in response to the plurality of queries to resolve operation of the consumer device after installation and configuration of the consumer device.
28 . The system of claim 27 , wherein the concierge device is included within a same physical device as the home gateway.
29 . The system of claim 27 , wherein the home gateway is a physical device separate and distinct from the concierge device and having its own processor, to which the concierge device is configured to send messages via an in-home network.
30 . The system of claim 27 , wherein the home gateway is a cloud-based device to which the concierge device sends messages via a network that extends outside a home that hosts the home gateway.
31 . The system of claim 27 , wherein the associating further includes wirelessly pairing the concierge device with the selected consumer device and identifying the paired selected consumer device to the home gateway.
32 . The system of claim 27 , wherein the associating further includes selecting the selected consumer device from a menu of candidate consumer devices known to the home gateway.
33 . The system of claim 32 , wherein the menu is an audio menu.
34 . The system of claim 32 , wherein the menu is displayed visually.
35 . The system of claim 27 , further comprising the home gateway including a second processor configured to perform operations including connecting with and receiving status information from the selected consumer device and using the status information in the support session.
36 . The system of claim 27 , further comprising the home gateway including a second processor configured to perform operations including relaying messages to and from the selected consumer device during the support session.
37 . The system of claim 27 , further comprising the first processor configured to perform operations including receiving status information from the selected consumer device and forwarding the status information to the home gateway for use in the support session.
38 . The system of claim 27 , further comprising the first processor configured to perform operations including receiving status information from the selected consumer device and using the status information in the support session.
39 . The system of claim 27 , wherein the home gateway relays messages to and from the selected consumer device during the support session.
40 . The system of claim 27 , further comprising the processor configured to perform operations including displaying information received during the automated support protocol on a display of the concierge device.
41 . The system of claim 40 , further including displaying supplemental information on the concierge device as the user is participating in the support session.
42 . The system of claim 41 , wherein the supplemental information displayed includes a targeted or interactive advertisement.
43 . A method of initiating a support session for a consumer device using a concierge device, the method including:
associating the concierge device with a selected consumer device;
responsive to user action requesting a support session, the concierge device communicating with a home gateway, including causing the home gateway to buffer consumer device identification information for the selected consumer device, wherein the support session comprises troubleshooting faults with the selected consumer device when the selected consumer device is not operating properly after installation and configuration;
determining a remote support center for the support session based on the consumer device identification information for the selected consumer device; and
causing the home gateway to initiate the support session for the selected consumer device with the determined remote support center for a support session and to forward automatically the consumer device identification information during the support session, thereby allowing the support session either
to bypass an automated attendant or interactive voice recognition system to connect with a human support agent or
to initiate an automated support protocol provided by the determined remote support center, the automated support protocol comprising interactive communications with the determined remote support center, the interactive communications comprising status information of the consumer device, a plurality of queries from the home gateway and a plurality of diagnostic responses provided from the remote support center in response to the plurality of queries to resolve operation of the consumer device after installation and configuration of the consumer device.
44 . The method of claim 43 , wherein the associating further includes wirelessly pairing the concierge device with the selected consumer device and identifying the paired selected consumer device to the home gateway.
45 . The method of claim 43 , wherein the associating further includes selecting the selected consumer device from a menu of candidate consumer devices known to the home gateway.
46 . The method of claim 45 , wherein the menu is an audio menu.
47 . The method of claim 45 , wherein the menu is displayed visually.
48 . The method of claim 43 , wherein the home gateway is a physical device separate and distinct from the concierge device, to which the concierge device sends messages via an in-home network.
49 . The method of claim 43 , wherein the home gateway is part of a same physical device as the concierge device.
50 . The method of claim 43 , wherein the home gateway is a cloud-based device to which the concierge device sends messages via a network that extends outside a home that hosts the home gateway.
51 . The method of claim 43 , further including the concierge device receiving status information from the selected consumer device and forwarding the status information to the home gateway for use in the support session.
52 . The method of claim 43 , further including the home gateway receiving status information from the selected consumer device and using the status information in the support session.
53 . The method of claim 43 , further including the home gateway relaying messages to and from the selected consumer device during the support session.
54 . The method of claim 43 , further including displaying information received during the automated support protocol on a display of the concierge device.
55 . The method of claim 43 , further including displaying on a display of the concierge device a targeted or interactive advertisement.
56 . A concierge device comprising:
at least one wireless data communication adapter, one or more input sensors, one or more outputs and memory; and
at least one processor configured to perform operations including:
associating the concierge device with a selected consumer device;
responsive to user action requesting a support session, the concierge device communicating with a home gateway, including causing the home gateway to buffer consumer device identification information for the selected consumer device;
determining a remote support center for the support session based on the consumer device identification information for the selected consumer device; and
causing the home gateway to initiate the support session for the selected consumer device with the determined remote support center for a support session and to forward automatically the consumer device identification information during the support session, thereby allowing the support session either
to bypass an automated attendant or interactive voice recognition system to connect with a human support agent or
to initiate an automated support protocol provided by the determined remote support center, wherein the support session comprises troubleshooting faults with the selected consumer device when the selected consumer device is not operating properly after installation and configuration, the automated support protocol comprising interactive communications with the determined remote support center, the interactive communications comprising status information of the consumer device, a plurality of queries from the home gateway and a plurality of diagnostic responses provided from the remote support center in response to the plurality of queries to resolve operation of the consumer device after installation and configuration of the consumer device.
57 . The concierge device of claim 56 , wherein the associating further includes wirelessly pairing the concierge device with the selected consumer device and identifying the paired selected consumer device to the home gateway.
58 . The concierge device of claim 56 , wherein the associating further includes selecting the selected consumer device from a menu of candidate consumer devices known to the home gateway.
59 . The concierge device of claim 58 , wherein the menu is an audio menu.
60 . The concierge device of claim 58 , wherein the menu is displayed visually.
61 . The concierge device of claim 56 , wherein the home gateway is a physical device separate and distinct from the concierge device and having its own processor, to which the concierge device is configured to send messages via an in-home network.
62 . The concierge device of claim 56 , wherein the home gateway is a cloud-based device to which the concierge device sends messages via a network that extends outside a home that hosts the home gateway.
63 . The concierge device of claim 56 , further comprising the processor configured to perform operations including receiving status information from the selected consumer device and forwarding the status information to the home gateway for use in the support session.
64 . The concierge device of claim 56 , further comprising the processor configured to perform operations including receiving status information from the selected consumer device and using the status information in the support session.
65 . The concierge device of claim 56 , wherein the home gateway relays messages to and from the selected consumer device during the support session.
66 . The concierge device of claim 56 , further comprising the processor configured to perform operations including displaying information received during the automated support protocol on a display of the concierge device.
67 . The concierge device of claim 66 , further including displaying supplemental information on the concierge device as the user is participating in the support session.
68 . The concierge device of claim 67 , wherein the supplemental information displayed includes a targeted or interactive advertisement.
69 . A system comprising:
a home gateway; and
a concierge device, the concierge device comprising:
at least one wireless data communication adapter, one or more input sensors, one or more outputs and memory; and
at least one first processor configured to perform operations including:
associating the concierge device with a selected consumer device;
responsive to user action requesting a support session, the concierge device communicating with a home gateway, including causing the home gateway to buffer consumer device identification information for the selected consumer device;
determining a remote support center for the support session based on the consumer device identification information for the selected consumer device; and
causing the home gateway to initiate the support session for the selected consumer device with the determined remote support center for a support session and to forward automatically the consumer device identification information during the support session, thereby allowing the support session either
to bypass an automated attendant or interactive voice recognition system to connect with a human support agent or
to initiate an automated support protocol provided by the determined remote support center, wherein the support session comprises troubleshooting faults with the selected consumer device when the selected consumer device is not operating properly after installation and configuration, the automated support protocol comprising interactive communications with the determined remote support center, the interactive communications comprising status information of the consumer device, a plurality of queries from the home gateway and a plurality of diagnostic responses provided from the remote support center in response to the plurality of queries to resolve operation of the consumer device after installation and configuration of the consumer device.
70 . The system of claim 69 , wherein the concierge device is included within a same physical device as the home gateway.
71 . The system of claim 69 , wherein the home gateway is a physical device separate and distinct from the concierge device and having its own processor, to which the concierge device is configured to send messages via an in-home network.
72 . The system of claim 69 , wherein the home gateway is a cloud-based device to which the concierge device sends messages via a network that extends outside a home that hosts the home gateway.
73 . The system of claim 69 , wherein the associating further includes wirelessly pairing the concierge device with the selected consumer device and identifying the paired selected consumer device to the home gateway.
74 . The system of claim 69 , wherein the associating further includes selecting the selected consumer device from a menu of candidate consumer devices known to the home gateway.
75 . The system of claim 74 , wherein the menu is an audio menu.
76 . The system of claim 74 , wherein the menu is displayed visually.
77 . The system of claim 69 , further comprising the home gateway including a second processor configured to perform operations including connecting with and receiving status information from the selected consumer device and using the status information in the support session.
78 . The system of claim 69 , further comprising the home gateway including a second processor configured to perform operations including relaying messages to and from the selected consumer device during the support session.
79 . The system of claim 69 , further comprising the first processor configured to perform operations including receiving status information from the selected consumer device and forwarding the status information to the home gateway for use in the support session.
80 . The system of claim 69 , further comprising the first processor configured to perform operations including receiving status information from the selected consumer device and using the status information in the support session.
81 . The system of claim 69 , wherein the home gateway relays messages to and from the selected consumer device during the support session.
82 . The system of claim 69 , further comprising the processor configured to perform operations including displaying information received during the automated support protocol on a display of the concierge device.
83 . The system of claim 82 , further including displaying supplemental information on the concierge device as the user is participating in the support session.
84 . The system of claim 83 , wherein the supplemental information displayed includes a targeted or interactive advertisement.