# US 2020/0404100 A1 · 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 2020/0404100 A1 - Document ID: US20200404100A1 - Status: Published application - Kind: A1 - Application number: 17/014,192 - Filed: 2020-09-08 - Published: 2020-12-24 - 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/US20200404100A1 ## 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 at position 1 1-38. (canceled) ### Claim 39 An image processing system for assisting agents of a support center in providing technical support for remote users, the image processing system comprising: at least one processor configured to: receive from a user remote from a supporter, a request for technical support associated with a malfunctioning equipment; electronically receive image data associated with at least one image of the malfunctioning equipment captured by a mobile device of the user; perform electronic image recognition on the at least one image of the malfunctioning equipment to automatically identify a type of the malfunctioning equipment; access in memory information about the identified malfunctioning equipment; and automatically provide to the supporter for presentation on a computing device of the supporter, the information accessed in memory, to guide the supporter in providing technical support to the user. ### Claim 40 (depends on 39) The image processing system of claim 39, wherein the at least one processor is further configured to determine at least one property of a setup configuration of the malfunctioning equipment based on the type of the malfunctioning equipment. ### Claim 41 (depends on 40) The image processing system of claim 40, wherein the at least one processor is further configured to identify a likely cause of a malfunction of the malfunctioning equipment based on the determined at least one property of a setup configuration of the malfunctioning equipment. ### Claim 42 (depends on 41) The image processing system of claim 41, wherein the information accessed in memory includes at least one record of a set of instructions for rectifying the likely cause of the malfunction of the malfunctioning equipment. ### Claim 43 (depends on 39) The image processing system of claim 39, wherein the received image data includes at least one member of the following group: codes, text, icons, or symbols shown on the malfunctioning equipment and the at least one processor is further configured to use deep learning algorithms for determining the type of the malfunctioning equipment. ### Claim 44 (depends on 39) The image processing system of claim 39, wherein the at least one processor is further configured to determine setup configuration data associated with the type of the malfunctioning equipment based on the received image data. ### Claim 45 (depends on 44) The image processing system of claim 44, wherein the at least one processor is further configured to retrieve reference data associated with the type of the malfunctioning equipment and indicative of one or more improperly setup properties, and to determine a likely cause of a malfunction based on the reference data and the setup configuration data. ### Claim 46 (depends on 39) The image processing system of claim 39, wherein the at least one processor is further configured to use the information accessed in memory for determining a most likely solution to resolve malfunction of the malfunctioning equipment based on the type of the malfunctioning equipment. ### Claim 47 (depends on 39) The image processing system of claim 39, wherein the at least one processor is further configured to process the image data to automatically identify at least one of a technical fault and an improper equipment setup configuration of the malfunctioning equipment. ### Claim 48 (depends on 39) The image processing system of claim 39, wherein the at least one processor is further configured to process the image data based on one or more keywords identified in auditory data associated with the user. ### Claim 49 (depends on 39) The image processing system of claim 39, wherein the at least one processor is further configured to process the image data based on one or more keywords identified in auditory data associated with the supporter. ### Claim 50 (depends on 39) The image processing system of claim 39, wherein the at least one image includes a video stream and the at least one processor is further configured to enable the supporter to superimpose annotations in real time on the video stream. ### Claim 51 (depends on 50) The image processing system of claim 50, wherein the annotations are attached to the malfunctioning equipment shown in the video stream using a video tracker that tracks a movement of the mobile device relative to the malfunctioning equipment. ### Claim 52 (depends on 39) The image processing system of claim 39, wherein the at least one processor is further configured to store the at least one image of the malfunctioning equipment in the memory after a background of the malfunctioning equipment was substantially removed from the at least one image. ### Claim 53 A method for assisting agents of a support center in providing technical support for remote users, the method comprising: receiving from a user remote from a supporter, a request for technical support associated with a malfunctioning equipment; electronically receiving image data associated with at least one image of the malfunctioning equipment captured by a mobile device of the user; performing electronic image recognition on the at least one image of the malfunctioning equipment to automatically identify a type of the malfunctioning equipment; accessing in memory information about the identified malfunctioning equipment; and automatically providing to the supporter for presentation on a computing device of the supporter, the information accessed in memory, to guide the supporter in providing technical support to the user. ### Claim 54 (depends on 53) The method of claim 53, wherein the request for technical support is received over an audio channel in at least one telecommunications network and wherein the at least one image of the malfunctioning equipment is received over a data channel separate from the audio channel. ### Claim 55 (depends on 54) The method of claim 54, wherein the data channel connects between the mobile device of the user and a computing device associated with the supporter. ### Claim 56 (depends on 53) The method of claim 53, wherein performing electronic image recognition on the image data includes enabling the supporter to select at least one of a plurality of images for image recognition. ### Claim 57 (depends on 56) The method of claim 56, wherein the method further includes enabling the supporter to annotate the selected at least one image for guiding the user. ### Claim 58 A non-transitory computer readable medium for assisting agents of a support center in providing technical support for remote users, the computer readable medium including instructions that, when executed by at least one processor, cause the at least one processor to perform operations comprising: receiving from a user remote from a supporter, a request for technical support associated with a malfunctioning equipment; electronically receiving image data associated with at least one image of the malfunctioning equipment captured by a mobile device of the user; performing electronic image recognition on the at least one image of the malfunctioning equipment to automatically identify a type of the malfunctioning equipment; accessing in memory information about the identified malfunctioning equipment; and automatically providing to the supporter for presentation on a computing device of the supporter, the information accessed in memory, to guide the supporter in providing technical support to the user.