# US 2021/0279739 A1 · Interactive help desk system > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 2021/0279739 A1 - Document ID: US20210279739A1 - Status: Published application - Kind: A1 - Application number: 16/810,024 - Filed: 2020-03-05 - Published: 2021-09-09 - Earliest claimed: 2020-03-05 - Assignees: Vendera Mobile - Applicants: Vendera Mobile - Inventors: Casey McNeil; Luke Waier - Web page: https://patentgrep.com/patent/US20210279739A1 ## CPC - G06Q 30/016: After-sales - H04L 65/1059: End-user terminal functionalities specially adapted for real-time communication - H04L 65/1069: Session establishment or de-establishment - G06N 5/04: Inference or reasoning models - 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 - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) - G06N: COMPUTING ARRANGEMENTS BASED ON SPECIFIC COMPUTATIONAL MODELS ## Abstract A variety of systems and methods are disclosed, a method comprising connecting a user, operating a kiosk, and a service specialist, operating a service specialist station, such that the service specialist is capable of supporting the user in servicing an electronic device from a remote location, the method comprising: engaging a portion of the kiosk; establishing a two-way communication connection between the kiosk and the service specialist station thereby allowing the user and the service specialist to interact in real time; allowing the service specialist to inspect the electronic device; determining a service the electronic device needs based on the results of the service specialists inspection; and servicing the device, wherein the service specialist guides the user through steps required for performing the determined service on the electronic device via step-by-step instructions. ## Claims ### Claim 1 A method comprising connecting a user, operating a kiosk, and a service specialist, operating a service specialist station, such that the service specialist is capable of supporting the user in servicing an electronic device from a remote location, the method comprising: engaging a portion of the kiosk; establishing a two-way communication connection between the kiosk and the service specialist station thereby allowing the user and the service specialist to interact in real time; allowing the service specialist to inspect the electronic device; determining a service the electronic device needs based on the results of the service specialists inspection; and servicing the device, wherein the service specialist guides the user through steps required for performing the determined service on the electronic device via step-by-step instructions. ### Claim 2 (depends on 1) The method of claim 1, wherein the determined service is repairing the electronic device. ### Claim 3 (depends on 1) The method of claim 1, wherein the determined service is replacing the electronic device. ### Claim 4 (depends on 3) The method of claim 3, further comprising: selecting a replacement device from a kiosk inventory; transferring stored data from the electronic device to the replacement device, wherein the service specialist provides instructions in real-time to the user for transferring the stored data; disposing the electronic device in a designated location indicated by the service specialist after the transfer of stored data is complete; disengaging the kiosk. ### Claim 5 (depends on 4) The method of claim 4, wherein selecting the replacement device further comprises: reviewing an inventory of replacement devices stored within a vessel of the kiosk to determine which replacement device the user will obtain; instructing the user to remove the determined replacement device from the vessel; and allowing the user to remove the determined replacement device from the vessel. ### Claim 6 (depends on 5) The method of claim 5, wherein the service specialist controls the users access to the kiosk inventory via an electronically actuated locking mechanism disposed within the vessel. ### Claim 7 (depends on 6) The method of claim 6, wherein the electronically actuated locking mechanism is remotely actuated by the service specialist. ### Claim 8 (depends on 4) The method of claim 4, wherein the disposed electronic devices are removed from the kiosk and recycled at an off-site location. ### Claim 9 (depends on 1) The method of claim 1, wherein the service specialist inspects the electronic devices by at least one of visual inspection, computational analysis, and any combinations thereof. ### Claim 10 (depends on 1) The method of claim 1, wherein the service specialist supports the user in servicing the electronic device in real-time. ### Claim 11 (depends on 1) The method of claim 1, further comprising: placing the user in a virtual waiting room after the user engages a portion of the kiosk; notifying the service specialist that the user is in the virtual waiting room, wherein the service specialist accepts the appointment thereby activating a remaining portion of the kiosk. ### Claim 12 A kiosk capable of establishing a two-way communication connection with a service specialist station located at a remote location, the kiosk comprising: an inspection area; a vessel disposed adjacent to the inspection area capable of storing a plurality of electronic devices; an imaging device disposed proximal to a top surface of the inspection area capable of collecting data from the inspection area and transmitting the data to a service specialist real-time; an interactive user interfacing device disposed proximal to the top surface of the inspection area capable of establishing a two-way communication connection between a user and the service specialist in real-time; and a computing device disposed proximal to the inspection area inaccessible by the user, wherein the computing device is capable of analyzing software and electrical components of an electronic device. ### Claim 13 (depends on 12) The kiosk of claim 12, wherein the vessel further comprises: an outer body; an inner body disposed within the outer body; a plurality of apertures disposed within the inner body, wherein each aperture is capable of physically supporting the electronic device disposed therein; a door pivotally coupled to a portion of the outer body via an articulating joint; a locking mechanism disposed within a portion of the door transversely from the articulating joint capable of controlling the users access to the electronic device disposed within the vessel. ### Claim 14 (depends on 13) The kiosk of claim 13, wherein the locking mechanism is remotely actuated by a service specialist operating the service specialist station. ### Claim 15 (depends on 13) The kiosk of claim 13, further comprising an identification system in which each aperture is identified and distinguished from one another. ### Claim 16 (depends on 12) The kiosk of claim 12, wherein the imaging device is capable of collecting and transmitting data selected from the group consisting of video data, visual data, audio data, and any combinations thereof. ### Claim 17 (depends on 12) The kiosk of claim 12, wherein the plurality of electronic devices comprise at least one device selected from the group consisting of tablet computers, laptop computers, mobile devices, personal digital assistant devices, and any combinations thereof. ### Claim 18 An interactive help desk system comprising: a kiosk operated by a user located at a first location; a service specialist station operated by a service specialist located at a second location, wherein the second location is remotely located from the first location; a network capable of communicably connecting the kiosk and the service specialist station. ### Claim 19 (depends on 18) The interactive help desk system of claim 18, wherein the kiosk further comprises: an inspection area; a vessel disposed adjacent to the inspection area capable of storing a plurality of electronic devices, the vessel further comprising: an outer body; an inner body disposed within the outer body; a plurality of apertures disposed within the inner body, wherein each aperture is capable of physically supporting the electronic device disposed therein; a door pivotally coupled to a portion of the outer body via an articulating joint; a locking mechanism disposed within a portion of the door transversely from the articulating joint capable of controlling the users access to the electronic device disposed within the vessel; an imaging device disposed proximal to a top surface of the inspection area capable of collecting data from the inspection area and transmitting the data to a service specialist real-time; an interactive user interfacing device disposed proximal to the top surface of the inspection area capable of establishing a two-way communication connection between a user and the service specialist in real-time; and a computing device disposed proximal to the inspection area inaccessible by the user, wherein the computing device is capable of analyzing software and electrical components of an electronic device. ### Claim 20 (depends on 18) The interactive help desk system of claim 18, wherein the service specialist station is capable of establishing two-way communication connection between the service specialist and the user in real-time.