Virtual Technician for providing technical support for manipulation of radiotelephones
View Patent ↗The present invention relates to a virtual technician adapted to run on different platforms and to provide programming instructions and trouble shooting tips to users. The virtual technician can run on a computer or a radiotelephone. It allows a user to learn how to program or to trouble shoot a radiotelephone without going through a technical manual. The virtual technician prompts the user to select the task and displays the information on a user interface screen. The virtual technician may also assist the user to program a radiotelephone.
1. A virtual technician for assisting a user to operate a radiotelephone, the virtual technician being capable of interpreting a technical request and providing a solution for the request, the virtual technician comprising:
a computer readable memory on which is stored a computer program, the computer program comprising instructions, when executed by a computer, perform the steps of:
in a first troubleshooting mode:
receiving a user problem from a user input;
receiving manufacturer data;
receiving radiotelephone model data;
promoting a user to select a high level description of the problem;
receiving a specific symptom of the problem;
searching for an answer to the user problem stated by the user input; and displaying the answer to the user;
wherein the computer program further performs the step of:
in a second programming mode, changing features of the radiotelephone, the changing features of the radio telephone including:
receiving an equipment manufacturer from a user input;
receiving an equipment model from a user input;
providing a list of programmable features for the model to the user;
receiving a selected programmable feature from a user input;
programming the radiotelephone with the selected programmable feature in response to a user input.
2. The virtual technician of claim 1 , wherein the computer program is executed in a client environment.
3. The virtual technician of claim 1 , wherein the computer program is downloaded to a client environment and executed in its entirety in the client environment.
4. The virtual technician of claim 1 further comprising
playing a video file associated with the answer.
5. The virtual technician of claim 4 , wherein the video file is a MPEG (moving pictures experts group) file.
6. The virtual technician of claim 1 further comprising a database residing in the computer readable memory, the database storing information on a plurality of radiotelephones.
7. The virtual technician of claim 1 further comprising a database residing in the computer readable memory, wherein the database stores the answer to the user problem.
8. The virtual technician of claim 1 , wherein the computer program further performs the step of displaying a list of the specific symptoms.