Internet Video based remote customer services

Abstract

Abstract:This paper proposes a new remote diagnosis and repair services based on interactivevisual and audio communication over Internet. The proposed service contains threelevels of different remote diagnoses: Level (1): Video and audio interaction betweencustomer and remote service sites; Level (2): Simple signal collection from customer toremote service sites; Level (3): Diagnostic commands and responses between remoteservice and customer sites. The proposed remote diagnose and repair services have beensuccessfully tested and evaluated for its efficiency in technical manpower saving(approximately 85% lesser than traditional service), in service response time saving(approximately 90% lesser than traditional service), in mean time to repair saving(approximately 60% lesser than traditional service), and in service cost saving(approximately 95% cost down). In the near future, we intend to implement automateddiagnosis and repairing suggestion mechanism to further improve the efficiency oftechnical manpower of the proposed remote diagnosis and maintenance platform.