Granted Patent B2

US 12,165,076 · App. 16/944,251 · Granted Dec 10, 2024

Inventors: Lokesh Venugopal (Georgetown, TX); Amit Sawhney (Round Rock, TX); Sachin Jayant Deo (Coquitlam, CA)

Assignee: Dell Products L.P.

G06N5/04G06N20/00

Abstract

Claims (112)

1. A method comprising:

determining, by a server associated with a technical support group, a warranty associated with a set of computing devices acquired by a customer;

controlling, by the server, the set of computing devices to send telemetry data to the server in response to an occurrence of a particular set of events, wherein the telemetry data comprises operational data collected from sensors in the set of computing devices;

determining a predicted service date to perform a service to at least one computing device in the set of computing devices, by a machine learning algorithm being executed by the server and based on criteria comprising:

the warranty associated with the set of computing devices,

a failure rate of a component included in individual computing devices in the set of computing devices, and

the telemetry data received from the set of computing devices;

performing, by the server, a comparison of the predicted service date with an expiration date of the warranty;

predicting, using the machine learning algorithm being executed by the server and based at least in part on the warranty associated with the set of computing devices, one or more recommended solutions to perform the service to the at least one computing device;

receiving, by the server, a purchase request to purchase at least one solution of the one or more recommended solutions;

designing future versions of the set of computing devices to reduce component failures based on predicted component failures, wherein the designing includes:

identifying critical components prone to failure based on the telemetry data and the predicted component failures,

modifying cooling systems in the future versions to reduce heat-related failures of the identified critical components, and

selecting alternative manufacturers for the identified critical components to improve reliability;

scheduling, by the server, the at least one solution to address the failure rate of the component prior to the predicted service date; and

implementing the at least one solution, wherein the implementation includes at least one of:

extending the warranty beyond the expiration date,

dispatching a technician to perform on-site service;

sending at least a portion of the set of computing devices to a repair depot, or

initiating a trade-in of the set of computing devices for newer computing devices.

2. The method of claim 1 , wherein the criteria further comprises:

an additional failure rate of the component included in one or more additional computing devices associated with a plurality of additional customers.

3. The method of claim 1 , wherein the one or more recommended solutions comprise:

purchasing an extended warranty to extend the warranty beyond the expiration date;

purchasing an enhanced warranty that adds additional services to the warranty associated with the set of computing devices, the additional services comprising on-site service;

purchasing a clinic service to send a technician on-site to send at least a portion of the set of computing devices to a repair depot to create repaired computing devices and to reinstall the repaired computing devices; and

purchasing a trade-in program to trade-in the set of computing devices for a second set of newer computing devices.

4. The method of claim 1 , further comprising:

determining a quantity of the component that is in stock in a parts inventory of a manufacturer of the set of computing devices.

5. The method of claim 1 , further comprising:

requesting bids from one or more authorized suppliers to provide a particular quantity of the component to a manufacturer of the set of computing devices.

6. The method of claim 1 , further comprising:

determining that a plurality of leased computing devices that include the component are scheduled to be returned at a particular date; and

after the particular date, removing the component from the plurality of leased computing devices to repair at least one computing device in the set of computing devices.

7. The method of claim 1 , further comprising:

determining that a plurality of computing devices that include the component are associated with a second customer;

providing the second customer with a trade-in program to acquire the plurality of computing devices; and

removing the component from the plurality of computing devices to repair at least, one computing device in the set of computing devices.

8. A server comprising:

one or more processors; and

one or more non-transitory computer readable media storing instructions executable by the one or more processors to perform operations comprising:

determining a warranty associated with a set of computing devices acquired by a customer;

controlling the set of computing devices to send telemetry data to the server in response to an occurrence of a particular set of events, wherein the telemetry data comprises operational data collected from sensors in the set of computing devices;

determining a predicted service date to perform a service to at least one computing device in the set of computing devices, by a machine learning algorithm being executed by the server and based on criteria comprising:

the warranty associated with the set of computing devices,

a failure rate of a component included in individual computing devices in the set of computing devices, and

the telemetry data received from the set of computing devices;

performing a comparison of the predicted service date with an expiration date of the warranty;

predicting, using the machine learning algorithm being and the warranty associated with the set of computing devices, one or more recommended solutions to perform the service to the at least one computing device;

receiving a purchase request to purchase at least one solution of the one or more recommended solutions;

designing future versions of the set of computing devices to reduce component failures based on predicted component failures, wherein the designing includes:

identifying critical components prone to failure based on the telemetry data and the predicted component failures,

modifying cooling systems in the future versions to reduce heat-related failures of the identified critical components, and

selecting alternative manufacturers for the identified critical components to improve reliability;

scheduling the at least one solution to address the failure rate of the component prior to the predicted service date; and

implementing the at least one solution, wherein the implementation includes at least one of:

extending the warranty beyond the expiration date,

dispatching a technician to perform on-site service;

sending at least a portion of the set of computing devices to a repair depot, or

initiating a trade-in of the set of computing devices for newer computing devices.

9. The server of claim 8 , wherein the criteria further comprises:

an additional failure rate of the component included in one or more additional computing devices associated with a plurality of additional customers.

10. The server of claim 8 , wherein the one or more recommended solutions comprise:

purchasing an extended warranty to extend the warranty beyond the expiration date;

purchasing an enhanced warranty that adds additional services to the warranty associated with the set of computing devices, the additional services comprising on-site service;

purchasing a clinic service to send a technician on-site to send at least a portion of the set of computing devices to a repair depot to create repaired computing devices and to reinstall the repaired computing devices; and

purchasing a trade-in program to trade-in the set of computing devices for a second set of newer computing devices.

11. The server of claim 8 , further comprising:

determining a quantity of the component that is in stock in a parts inventory of a manufacturer of the set of computing devices.

12. The server of claim 8 , further comprising:

requesting bids from one or more authorized suppliers to provide a particular quantity of the component to a manufacturer of the set of computing devices.

13. The server of claim 8 , further comprising:

determining that a plurality of leased computing devices that include the component are scheduled to be returned at a particular date; and

after the particular date, removing the component from the plurality of leased computing devices to repair at least one computing device in the set of computing devices.

14. The server of claim 8 , further comprising:

determining that a plurality of computing devices that include the component are associated with a second customer;

providing the second customer with a trade-in program to acquire the plurality of computing devices; and

removing the component from the plurality of computing devices to repair at least one computing device in the set of computing devices.

15. One or more non-transitory computer-readable media storing instructions executable by one or more processors to perform operations comprising:

determining, using machine learning and based on criteria comprising service requests associated with a set of computing devices, that a component included in the set of computing devices is predicted to fail at a predetermined date;

controlling the set of computing devices to send telemetry data to a server in response to an occurrence of a particular set of events, wherein the telemetry data comprises operational data collected from sensors in the set of computing devices;

determining one or more customers associated with the plurality of computing devices;

determining a warranty associated with a particular customer of the one or more customers;

predicting, using the machine learning and based at least in part on the warranty associated with the set of computing devices, one or more recommended solutions to address the component that is predicted to fail at the predetermined date;

receiving, from the customer, a purchase request to purchase at least one solution of the one or more recommended solutions;

designing future versions of the set of computing devices to reduce component failures based on predicted component failures, wherein the designing includes:

identifying critical components prone to failure based on the telemetry data and the predicted component failures,

modifying cooling systems in the future versions to reduce heat-related failures of the identified critical components, and

selecting alternative manufacturers for the identified critical components to improve reliability;

scheduling the at least one solution prior to the predetermined date when the component is predicted to fail; and

implementing the at least one solution, wherein the implementation includes at least one of:

extending the warranty beyond the expiration date,

dispatching a technician to perform on-site service;

sending at least a portion of the set of computing devices to a repair depot, or

initiating a trade-in of the set of computing devices for newer computing devices.

16. The one or more non-transitory computer readable media of claim 15 , wherein the criteria further comprises:

an additional failure rate of the component included in one or more additional computing devices associated with a plurality of additional customers.

17. The one or more non-transitory computer readable media of claim 15 , wherein the one or more recommended solutions comprise:

purchasing an extended warranty to extend the warranty beyond an expiration date of the warranty;

purchasing an enhanced warranty that adds additional services to the warranty associated with the set of computing devices, the additional services comprising on-site service;

purchasing a clinic service to send a technician on-site to send at least a portion of the set of computing devices to a repair depot to create repaired computing devices and to reinstall the repaired computing devices; and

purchasing a trade-in program to trade-in the set of computing devices for a second set of newer computing devices.

18. The one or more non-transitory computer readable media of claim 15 , further comprising:

determining a quantity of the component that is in stock in a parts inventory of a manufacturer of the set of computing devices; and

requesting bids from one or more authorized suppliers to provide a particular quantity of the component to the manufacturer of the set of computing devices.

19. The one or more non-transitory computer readable media of claim 15 , further comprising:

determining that a plurality of leased computing devices that include the component are scheduled to be returned at a particular date; and

after the particular date, removing the component from the plurality of leased computing devices to repair at least one computing device in the set of computing devices.

20. The one or more non-transitory computer readable media of claim 15 , further comprising:

determining that a plurality of computing devices that include the component are associated with a second customer;

providing the second customer with a trade-in program to acquire the plurality of computing devices; and

removing the component from the plurality of computing devices to repair at least, one computing device in the set of computing devices.

Assignments (9)