Frugal user engagement help systems

Patent metadata

Field	Value
Publication number	US-2016180347-A1
Application number	US-201414577982-A
Country	US
Kind code	A1
Filing date	Dec 19, 2014
Priority date	Dec 19, 2014
Publication date	Jun 23, 2016
Grant date	—

Abstract

One embodiment of the present invention provides a system for providing assistance to a user of a product in diagnosing faults in the product. During operation, the system receives, at a help server, data associated with current and/or past operation of the product; performs an optimization to determine a sequence of diagnostic actions that is expected to maximize a net benefit to the user. The sequence of diagnostic actions includes one or more actions that require the user to perform at least one task, and performing the optimization involves accounting for costs to the user for performing the at least one task and savings to the user for correcting the faults. The system then interacts with the user, which involves presenting the sequence of diagnostic actions to the user.

First claim

What is claimed is:

1 . A method for providing assistance to a user of a product in diagnosing faults in the product, comprising:
receiving, at a help server, data associated with current and/or past operation of the product; performing an optimization to determine a sequence of diagnostic actions that is expected to maximize a net benefit to the user, wherein the sequence of diagnostic actions includes one or more actions that require the user to perform at least one task, and wherein performing the optimization involves accounting for costs to the user for performing the at least one task and savings to the user for correcting the faults; and interacting with the user, which involves presenting the sequence of diagnostic actions to the user.

2 . The method of claim 1 , further comprising:
performing an initial testing to determine a baseline operating profile of the product; and comparing the received data associated with the current and/or past operation of the product to determine whether the product is degraded.

3 . The method of claim 1 , wherein the product includes a heating, ventilation, and air conditioning (HVAC) system, and wherein performing the optimization involves:
obtaining a weather prediction; and based on the obtained weather prediction, including in the determined sequence of actions a delaying-to-learn-more action that delays the interaction with the user for a predetermined time.

4 . The method of claim 1 , wherein the sequence of diagnostic actions includes one or more of:
a survey action; a research action; and an experiment action.

5 . The method of claim 1 , further comprising estimating the cost to the user for performing the at least one task, wherein estimating the cost involves one or more of:
learning a cost model associated with the user, wherein the cost model specifies how the user values his time and the user's preference and skills; asking the user to self-classify; and asking the user to answer a set of questions.

6 . The method of claim 1 , further comprising providing additional incentives to the user in response to the optimization determining that the maximized net benefit to the user is less than a predetermined threshold, thereby motivating the user to remain engaged.

7 . The method of claim 1 , wherein interacting with the user further involves presenting to the user explanations of the net benefit, thereby motivating the user to perform the at least one task.

8 . A non-transitory computer-readable storage medium storing instructions that when executed by a computer cause the computer to perform a method for providing assistance to a user of a product in diagnosing faults in the product, the method comprising:
receiving, at a help server, data associated with current and/or past operation of the product; performing an optimization to determine a sequence of diagnostic actions that is expected to maximize a net benefit to the user, wherein the sequence of diagnostic actions includes one or more actions that require the user to perform at least one task, and wherein performing the optimization involves accounting for costs to the user for performing the at least one task and savings to the user for correcting the faults; and interacting with the user, which involves presenting the sequence of diagnostic actions to the user.

9 . The computer-readable storage medium of claim 8 , wherein the method further comprises:
performing an initial testing to determine a baseline operating profile of the product; and comparing the received data associated with the current and/or past operation of the product to determine whether the product is degraded.

10 . The computer-readable storage medium of claim 8 , wherein the product includes a heating, ventilation, and air conditioning (HVAC) system, and wherein performing the optimization involves:
obtaining a weather prediction; and based on the obtained weather prediction, including in the determined sequence of actions a delaying-to-learn-more action that delays the interaction with the user for a predetermined time.

11 . The computer-readable storage medium of claim 8 , wherein the sequence of diagnostic actions includes one or more of:
a survey action; a research action; and an experiment action.

12 . The computer-readable storage medium of claim 8 , wherein the method further comprises estimating the cost to the user for performing the at least one task, and wherein estimating the cost involves one or more of:
learning a cost model associated with the user, wherein the cost model specifies how the user values his time and the user's preference and skills; asking the user to self-classify; and asking the user to answer a set of questions.

13 . The computer-readable storage medium of claim 8 , wherein the method further comprises providing additional incentives to the user in response to the optimization determining that the maximized net benefit to the user is less than a predetermined threshold, thereby motivating the user to remain engaged.

14 . The computer-readable storage medium of claim 8 , wherein interacting with the user further involves presenting to the user explanations of the net benefit, thereby motivating the user to perform the at least one task.

15 . A computer system for providing assistance to a user of a product in diagnosing faults in the product, comprising:
a processor; and a storage device coupled to the processor and storing instructions which when executed by the processor cause the processor to perform a method, the method comprising:
receiving, at a help server, data associated with current and/or past operation of the product;
performing an optimization to determine a sequence of diagnostic actions that is expected to maximize a net benefit to the user, wherein the sequence of diagnostic actions includes one or more actions that require the user to perform at least one task, and wherein performing the optimization involves accounting for costs to the user for performing the at least one task and savings to the user for correcting the faults; and
interacting with the user, which involves presenting the sequence of diagnostic actions to the user.

16 . The computer system of claim 15 , wherein the method further comprises:
performing an initial testing to determine a baseline operating profile of the product; and comparing the received data associated with the current and/or past operation of the product to determine whether the product is degraded.

17 . The computer system of claim 15 , wherein the product includes a heating, ventilation, and air conditioning (HVAC) system, and wherein performing the optimization involves:
obtaining a weather prediction; and based on the obtained weather prediction, including in the determined sequence of actions a delaying-to-learn-more action that delays the interaction with the user for a predetermined time.

18 . The computer system of claim 15 , wherein the sequence of diagnostic actions includes one or more of:
a survey action; a research action; and an experiment action.

19 . The computer system of claim 15 , wherein the method further comprises estimating the cost to the user for performing the at least one task, and wherein estimating the cost involves one or more of:
learning a cost model associated with the user, wherein the cost model specifies how the user values his time and the user's preference and skills; asking the user to self-classify; and asking the user to answer a set of qu

Assignees

• Palo Alto Res Ct Inc

Inventors

• Greene Daniel H
• Nabi-Abdolyousefi Marzieh
• Klenk Matthew E
• De Kleer Johan
• Gupta Shekhar
• Matei Ion
• Dent Kyle D

Classifications

• G06Q10/20

  Administration of product repair or maintenance · CPC title

• G06Q50/163

  Real estate management · CPC title

• G06Q30/016 Primary

  After-sales · CPC title