# US 10,313,523 B2 · Remote distance assistance system and method > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 10,313,523 B2 - Document ID: US10313523B2 - Status: Granted - Kind: B2 - Application number: 16/196,818 - Filed: 2018-11-20 - Published: 2019-03-21 - Granted: 2019-06-04 - Earliest claimed: 2016-12-01 - Assignees: TechSee Augmented Vision Ltd. - Applicants: TechSee Augmented Vision Ltd. - Inventors: Yoffe Amir; Eitan Cohen - Web page: https://patentgrep.com/patent/US10313523B2 ## CPC - H04M 3/5183: {Call or contact centers with computer-telephony arrangements} - G06F 3/048: Interaction techniques based on graphical user interfaces [GUI] - G06T 1/20: Processor architectures; Processor configuration, e.g. pipelining - G06T 11/60: Creating or editing images; Combining images with text - H04L 65/401: wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference - G06Q 30/016: After-sales - H04M 7/0045: {where the text-based messaging service is an instant messaging service} - H04M 2201/50: Telephonic communication in combination with video communication - H04M 2203/651: Text message transmission triggered by call - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) - G06T: IMAGE DATA PROCESSING OR GENERATION, IN GENERAL - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR ## Abstract Techniques for conducting a support session and determine suitable instructions for resolving a certain technical mal-function in a device/equipment of a user. Imagery data associated the technical mal-function is received from a user's device and used for determining at least one improperly setup property associated with the mal-function in the mal-functioning device/equipment based on a comparison of the received imagery data with reference data. Instructions comprising augmented imagery for resolving the mal-function can be then generated, or fetched form a database, based on the determined at least one improperly setup property. A new database record can be generated comprising the augmented imagery data for use in future support sessions associated with the mal-function. ## Claims ### Claim 1 A system for diagnosing a user's malfunctioning equipment, the system comprising: at least one processor configured to: transmit to a remote mobile communications device of the user a message having an embedded link to a network address of a remote server configured to establish a bidirectional video session between the communication device and a support center; transmit set up instructions to the remote mobile communications; receive from an image sensor associated with the mobile communications device image data of the malfunctioning equipment captured by the image sensor; cause the received image data to be displayed at the support center for enabling the support center to remotely diagnose a malfunction of the user's equipment; transmit to the mobile communications device augmented image data from the support center, the augmented image data including annotations for superimposing on at least one image of the malfunctioning equipment; and cause the at least one image of the malfunctioning equipment with superimposed annotations to be presented to the user via the mobile communications device, wherein the superimposed annotations are configured to provide the user with instructions on how to resolve the malfunction. ### Claim 2 (depends on 1) The system of claim 1, wherein the remote server is part of the support center. ### Claim 3 (depends on 1) The system of claim 1, wherein the remote server is a cloud computing infrastructure accessible by the user. ### Claim 4 (depends on 1) The system of claim 1, wherein the at least one processor is configured to transmit a text message including the embedded link. ### Claim 5 (depends on 1) The system of claim 1, wherein a type of the transmitted image data includes at least one of a video stream and a video frame. ### Claim 6 (depends on 5) The system of claim 5, wherein the type of transmitted image data is selected based on available bandwidth. ### Claim 7 (depends on 1) The system of claim 1, wherein when the image data includes a video stream, the at least one processor is configured to anchor the annotations to at least one functional object in the at least one image, such that as a camera angle changes, the annotation remains anchored to the at least one functional object. ### Claim 8 (depends on 1) The system of claim 1 further comprising a repository of working solution records, wherein the at least one processor is further configured to generate in the repository a new working solution record comprising the superimposed annotations. ### Claim 9 (depends on 1) The system of claim 1, wherein the at least one processor is further configured to use an optical character recognition module to identify textual information in the image data for determining at least one property of a setup configuration of the malfunctioning equipment. ### Claim 10 (depends on 9) The system of claim 9, wherein the at least one processor is further configured to generate setup configuration data indicative of setup configuration of the malfunctioning equipment. ### Claim 11 (depends on 10) The system of claim 10, wherein the at least one processor is further configured to use the setup configuration data and reference data indicative of one or more improper setup properties to identify at least one improper setup property associated with the malfunctioning equipment. ### Claim 12 A method for diagnosing a user's malfunctioning equipment, the method comprising: transmitting to a remote mobile communications device of the user a message having an embedded link to a network address of a remote server configured to establish a bidirectional video session between the communication device and a support center; transmitting set up instructions to the remote mobile communications; receiving from an image sensor associated with the mobile communications device image data of the malfunctioning equipment captured by the image sensor; causing the received image data to be displayed at the support center for enabling the support center to remotely diagnose a malfunction of the user's equipment; transmitting to the mobile communications device augmented image data from the support center, the augmented image data including annotations for superimposing on at least one image of the malfunctioning equipment; and causing the at least one image of the malfunctioning equipment with superimposed annotations to be presented to the user via the mobile communications device, wherein the superimposed annotations are configured to provide the user with instructions on how to resolve the malfunction. ### Claim 13 (depends on 12) The method of claim 12, wherein the remote server is part of the support center. ### Claim 14 (depends on 12) The method of claim 12, wherein the remote server is a cloud computing infrastructure accessible by the user. ### Claim 15 (depends on 12) The method of claim 12, wherein the message include an embedded link is an SMS message. ### Claim 16 (depends on 12) The method of claim 12, wherein a type of the transmitted image data includes at least one of a video stream and a video frame. ### Claim 17 (depends on 16) The method of claim 16, wherein the type of the transmitted image data is selected based on available bandwidth. ### Claim 18 (depends on 12) The method of claim 12, wherein the at least one image is a video stream, and wherein the annotations are anchored to at least one functional element in the at least one image, such that as a camera angle changes, the annotation remains anchored to the at least one functional element. ### Claim 19 (depends on 12) The method of claim 12 further comprising identifying in the image data at least one property of a setup configuration of the malfunctioning equipment and generating setup configuration data indicative the setup configuration data of the malfunctioning equipment. ### Claim 20 A computer implemented method for conducting a support session, the method comprising: transmitting to a remote mobile communications device of a user a message having an embedded link to a network address of a remote server configured to establish a bidirectional video session between the communication device and a support center; transmitting setup instructions to the remote mobile communications; receiving from an image sensor associated with the mobile communications device image data of the malfunctioning equipment captured by the image sensor; causing the received image data to be displayed at the support center for enabling the support center to remotely diagnose the malfunctioning of the user's equipment; transmitting to the mobile communications device augmented image data from the support center, the augmented image data including annotations for superimposing on at least one image of the malfunctioning equipment; and causing the at least one image of the malfunctioning equipment with superimposed annotations to be presented to the user via the mobile communications device, wherein the superimposed annotations are configured to provide the user with instructions on how to resolve the malfunction.