KR20110132507A - Remote a/s method using video phone call between computer and mobile phone - Google Patents

Abstract

PURPOSE: A remote after service method using a video call between a computer and a portable terminal are provided to reduce human resource loss by enabling a user to receive after service in remote place. CONSTITUTION: An after service engineer computer(400) outputs touch information and video information according to the screen resolution of the after service engineer by receiving the video and touch information from an application server(100). The after service engineer computer measures malfunction by checking cursor information. The after service engineer computer transmits the cursor information to the application server through an after service application. A portable terminal displays the cursor information on the display of the portable terminal by receiving the cursor information from the application server.

Description

Remote after-sales service method using video communication between computer and mobile terminal {REMOTE A / S METHOD USING VIDEO PHONE CALL BETWEEN COMPUTER AND MOBILE PHONE}

The present invention relates to a remote after-sales service method using video communication between a computer and a mobile terminal. More specifically, the transmission and reception of video and cover information using a general wired / wireless communication network, and the voice using a period (mobile) communication network at a remote location. The present invention relates to a remote after-service method using an image communication between a computer and a portable terminal improved to perform an after-service.

In general, many home appliances provided in the home are not easy for the general user to know the cause even in the case of minor failures, and even if the cause is known, they depend on the A / S from the place of purchase where the product is purchased due to problems such as parts missing. This is most often the case with new technologies such as computers, DVDs, Plasma Display Panels (PDPs), and high-end home appliances.

However, after-sales management of home appliances of conventional manufacturers is made by the A / S engineer who visits and repairs the home of the user who received the report, thus delaying the repair and wasting the A / S manpower. There was a problem that occurred.

In this case, the A / S is not limited to home appliances or electronic products, but also includes simple repair of automobiles, industrial equipment, industrial machinery, and the like.

However, recent developments in computer and communication fields have enabled remote A / S. For example, two computers connected to each other through the Internet (communication network) are connected to each other, one host and the other client. When the cursor is moved on the host screen in the opened state, techniques for performing the desired A / S while the cursor on the client screen is moved are disclosed. This is an example made possible by extracting and controlling the cursor position information considering the resolution.

As other related technologies, a number of technologies are disclosed, including Published Patent No. 2002-0061021 'Computer Remote A / S System', Published Patent No. 2004-0085334 'Remote Aes Management System and Method of Home Appliance', and the like. There are examples of implementing A / S by using computer-to-computer remote indication method.

In addition, techniques for teleconference, remote briefing, and the like are also disclosed.

However, if the A / S requester cannot use the computer, for example, to receive A / S from the outside or to receive A / S from the industrial machine installed at the industrial site, the computer cannot communicate with the remote A. The function of / S is not known.

The present invention has been created in order to solve this effectively in view of the above-described reality, in particular, thanks to the development of smart phones such as the iPhone through the video communication between the computer and the mobile terminal (smart phone) regardless of the place Its main purpose is to provide a remote after-sales service method using video communication between a computer and a mobile terminal that enables free and smooth remote service.

In particular, the present invention takes a video communication method, not a video call or a video call. For example, the video and cursor information is used in a wired / wireless communication network, and the voice is separated in a form using a period (mobile) communication network to prevent a drop in speed. It is designed to receive smooth and efficient remote A / S service.

The present invention is a means for achieving the above object, and includes a mobile terminal for requesting after-sales service at a remote location, an after-sales article computer and A / S article mobile terminal provided in the after-sales center, voice communication Is made between mobile terminal and A / S article mobile terminal through mobile communication network, video and touch information is separated from voice communication through app server, and mobile terminal and A / S article computer are remote A / S Claims [1] A method for providing an after-sales service remotely configured to be connected to an app server through an application; When sharing of video and touch information is required when A / S is requested from a remote site, a remote A / S application mounted on the portable terminal is driven to connect to an app server; Establishing, by the A / S article computer, a communication channel with the mobile terminal via the app server through the number information of the mobile terminal; When the communication channel is formed, transmitting, by the portable terminal, an image of photographing a specific part of the A / S request product and touch information indicating a failure or failure part to an app server; After receiving video and touch information from the app server, the A / S article computer calculates the relative coordinates of the touch information by the onboard remote A / S application and outputs the video information and touch information according to the screen resolution of the A / S article computer. Becoming a step; A step of checking an action site for a failure or failure diagnosed by an A / S engineer computer by a cursor, and transmitting the checked cursor information to an app server through a remote A / S application; The mobile terminal receiving the cursor information from the app server outputs the relative coordinates of the cursor information on the image on the screen of the mobile terminal by the onboard remote A / S application; between the computer and the mobile terminal, comprising a Provides a remote after-sales service method using video communication.

At this time, in the communication channel forming step, the mobile terminal transmits the personal information of the A / S requester, name, address, telephone number, social security number to the A / S article computer, and the A / S article computer programs the received personal information. It is also characterized by automatically displaying on the screen or performing the process of managing the A / S history of the A / S requester.

Further, in the communication channel forming step, the A / S engineer computer is characterized in that the remote A / S application mounted until the communication channel is always running and is waiting to be connected to the app server.

In the step of outputting the cursor information on the screen of the portable terminal, the output cursor information is characterized in that it is brightened for a predetermined time or outputted in a primary color series for a predetermined time.

According to the present invention, it is possible to receive smooth and efficient remote A / S service regardless of the place, and also to quickly respond and take measures to overcome the failure situation in a short time, thereby preventing manpower loss and cost loss. The effect can be obtained.

1 is a block diagram illustrating a configuration for a remote A / S service according to the present invention.
2 is a flowchart showing a remote A / S service method according to the present invention.
3 to 4 are exemplary screens for explaining the present invention.

Hereinafter, with reference to the accompanying drawings will be described in detail a preferred embodiment according to the present invention.

First, the present invention is configured to quickly perform an A / S service at a precise, simple and low cost using a mobile terminal, preferably a smart phone.

Here, a smart phone is a mobile phone that performs a communication function and a personal information terminal device that performs a computing function, and refers to a multimedia device that enables access to the desired information anytime and anywhere in a desired form. There are a great variety of functions, and there are various functions such as a portable computer function, an electronic organizer function, and an Internet search function.

For example, the iPhone released by Apple provides a powerful capability to download and mount various types of applications to use various new functions.

In addition, Wi-Fi (Wireless Fidelity) is a type of wireless LAN technology based on a wired line, and a wireless LAN (near field mobile communication) is a wired high-speed internet network to a home or school office. It is a technology that enables low-cost wireless access point (AP, Access Point) to internet modem in home or office and transmits signal to laptop by wireless at close range within tens of meters.

In addition, the latest technology includes a technology called Wireless Broadband Internet, which allows users to use the Internet at high speeds, even in wireless.

In the present invention, using the smart phone to extract and provide the image and cursor information for the product requiring A / S, the remote A / S center to provide the A / S service by analyzing the shape transmitted to the computer If necessary, one of the smartphone applications, 'AR (Augumented Reality)' application, using a specific part of the product or product serial number photographed to provide the product (model) automatically It can also be configured to reduce the after-sales time by allowing the detailed information to be confirmed in real time.

More specifically, as shown in FIG. 1, the present invention includes an app server 100, a mobile communication company 200, a mobile terminal 300, and an A / S engineer computer 400.

The app server 100 is a server for implementing an application for implementing the present invention, and extracts and processes images and cursor (touch) information, and uses a wired / wireless communication network.

The mobile communication company 200 processes voice information and uses a mobile communication network.

In this manner, the video, the cursor information, and the audio information are separately processed to improve the speed.

In addition, the mobile terminal 300 is a terminal for the A / S requestor to carry, and is equipped with an application capable of extracting and processing images and cursor information, and must be provided with a camera module.

In this case, it is preferable to use the image photographed by the camera module as it is rather than separately processed and extracted.

In addition, the A / S article computer 400 is equipped with the same application as the application mounted on the mobile terminal 300 of the person requesting A / S, and the communication channel is opened through the app server 100, the computer 400 ) Is booted and the communication channel can be formed through the app server 100 at any time if the A / S application according to the present invention is on standby.

In addition, the application is preferably configured to be downloaded for free through the app server 100, the computer and the mobile terminal is provided with a computer application and a mobile terminal application programmed to be compatible with each other because the resolution is different from each other. Can be.

In addition, the cursor information can check the position information of the cursor by mutually sharing the X-Y coordinates according to the resolution (pixels) through the mounted application, which is one of the known techniques, and thus detailed description thereof will be omitted.

Furthermore, the present invention provides a video and touch information (cursor position information) on one side, and the cursor side information on the other side, the remote image A / S system for sharing and outputting one image and two cursors on both sides. Although it is between a portable terminal and a computer, it is also possible between the portable terminal and the portable terminal, and it is expected that the future expansion of the mobile terminal, the IPTV, the portable terminal, and the general telephone can also be extended.

In addition, in the present invention, but only in the aspect of the remote A / S system, but is not limited to this can be utilized as a product description, of course.

The present invention can provide a remote A / S service in the same manner as in FIG.

First, when it is necessary to listen to the A / S inquiry or explanation due to a failure or failure of the product, the mobile terminal 300 requesting the A / S service is an A / S article in the A / S center and the mobile communication company 200. The voice call is made through the mobile communication network (S100).

In the step S100, the basic instructions for the use of the product, whether there is an abnormality is instructed, and nevertheless, it is entered into the remote A / S mode if the explanation is needed while directly checking (S110).

In step S110, both the mobile terminal 300 and the A / S article computer 400 are connected to the app server 100 by driving a remote A / S application and a channel is formed.

That is, the present invention is based on the voice call step (S100) as a basic premise, if the remote A / S is required in that state, the remote A / S application is driven to form a communication channel through the app server 100 It can be seen that the disclosure.

In this case, when the remote A / S application is driven in the mobile terminal 100, the application may be provided with a pop-up menu such as an A / S requester (video sender) / A / S article (video receiver), and A for classification. If it is selected as / S requester, it is more preferable to go through the procedure of checking ID.

In addition, the ID may be a letter or number assigned through membership registration, or may be personal information such as a social security number, an address, a name, or a mobile terminal number.

In addition, such basic personal information can be sent to the A / S article computer if necessary after the A / S requester pre-registers the basic information in the program, and the A / S article can request the requestor through the program in the A / S article computer. It can be configured to automatically search and register the history.

At this time, the rush to the step S110 is most preferably the form that the A / S article requests by voice in the voice call step (S100).

In addition, in step S110, the A / S article computer 400 is a remote A / S application is always running is a state in which the communication channel is connected to the app server 100 is waiting, the phone of the mobile terminal 300 Preferably, the communication channel connection step S120 is performed in such a manner that a mutual communication channel is formed by inputting a number.

As such, in a state in which the mobile terminal 300 and the A / S article computer 400 are formed with each other through the app server 100, the mobile terminal 300 is configured as shown in FIGS. 2 to 4. When the failure or failure is photographed and the touch is started, the image and the touch information (cursor position information) are transmitted to the app server 100 in real time (S130).

In this case, the A / S article computer 400 is configured to have an image analysis function through a program or automatically recognizes the A / S target product by recognizing a serial number for a barcode or a product, and provides an overview or manual for the product. It may be configured to be output on the screen of the A / S article pump 400 to check the history.

For this purpose, the A / S article can lead to accurate shooting of the barcode or serial number of the target product.

Then, the app server 100 transmits the corresponding image information and touch information (cursor position information) to the A / S article computer 400 having a communication channel formed with the mobile terminal 300, and A / S article The remote A / S application mounted on the computer 400 calculates and outputs relative coordinates on the computer screen (S140).

Subsequently, the A / S engineer who checks the image information and the touch information displayed on the computer screen confirms the necessary parts of the A / S, and when the cursor is positioned on the video to check the corresponding parts, the remote A / S application displays the corresponding cursor information. To transmit to the app server 100 (S150).

In this case, the cursor information may be position information of a cursor generated when a mouse is clicked on the A / S article computer 400.

App server 100 that receives the cursor information about the remote A / S transmits to the mobile terminal 300 with the communication channel is formed, the remote A / S application of the mobile terminal 300 calculates the relative coordinates after receiving this The mobile terminal 300 outputs a screen, that is, a screen on which a video is displayed (S160).

In this case, the cursor information output on the screen of the mobile terminal 300 according to the mouse click may be brightened or temporarily displayed in a primary color series based on the coordinates of the cursor to increase identification power. More preferred.

Thereafter, if the desired remote A / S is completed after the steps S130 to S160 are repeatedly performed, the communication channel is terminated through the A / S and the app server by terminating the driving of the remote A / S application of the mobile terminal 300. Will be.

As described above, the present invention establishes a mutual communication channel through a remote A / S application, which is a shared application, via the app server 100 for image / touch information between a mobile terminal and a computer, and easily or quickly, in case of product failure at a remote location. Convenience is improved by being able to receive A / S about disability.

100: App server 200: Mobile carrier
300: mobile terminal 400: A / S article computer

Claims (4)

It includes a mobile terminal requesting A / S from a remote location, an A / S engineer computer and an A / S engineer mobile terminal provided at an A / S center, and voice communication is carried by a mobile terminal and A / S article via a mobile communication network. It is made between terminals, and video and touch information are separated from voice communication through the app server, and the mobile terminal and the A / S technician computer are configured to be connected to the app server through the remote A / S application at a remote location. What is claimed is: 1. A method for providing after-sales services;
If it is necessary to share video and touch information when requesting A / S at remote site,
Driving a remote A / S application mounted on the portable terminal to access an app server;
Establishing, by the A / S article computer, a communication channel with the mobile terminal via the app server through the number information of the mobile terminal;
When the communication channel is formed, transmitting, by the portable terminal, an image of photographing a specific part of the A / S request product and touch information indicating a failure or failure part to an app server;
After receiving video and touch information from the app server, the A / S article computer calculates the relative coordinates of the touch information by the onboard remote A / S application and outputs the video information and touch information according to the screen resolution of the A / S article computer. Becoming a step;
A step of checking an action site for a failure or failure diagnosed by an A / S engineer computer by a cursor, and transmitting the checked cursor information to an app server through a remote A / S application;
The mobile terminal receiving the cursor information from the app server outputs the relative coordinates of the cursor information on the image on the screen of the mobile terminal by the onboard remote A / S application; between the computer and the mobile terminal, comprising a Remote after service method using video communication.
The method according to claim 1;
In the communication channel forming step, the A / S article computer is a remote A / S application mounted until the communication channel is formed at all times, the image between the computer and the mobile terminal, characterized in that waiting to be connected to the app server Remote after service method using communication.
The method according to claim 1;
In the communication channel forming step, the mobile terminal transmits the name, address, telephone number and social security number, which are the personal information of the A / S requester, to the A / S article computer, and the A / S article computer transmits the received personal information through a program. Remote after-sales service method using a video communication between the computer and the mobile terminal, characterized in that to automatically display on the screen or to further manage the A / S history of the A / S requester.
The method according to claim 1;
In the step of outputting the cursor information on the screen of the mobile terminal, the output cursor information is a remote after-service using the video communication between the computer and the mobile terminal, characterized in that for a predetermined time or is output in a primary color series for a predetermined time Way.

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