Storage medium storing server application providing troubleshooting support service and information processing system for providing troubleshooting support service

An information processing system comprising a server apparatus which provides troubleshooting support service for a device by using generative AI and a client device to use the troubleshooting support service provided by the server apparatus,

• the server apparatus comprising:
• one or more memories storing instructions;
• and
• one or more processors executing the instructions to:
• receive an inquiry about trouble occurring in the device from a first user;
• obtain a solution method for solving the trouble occurring in the device based on the received inquiry;
• in a case where the first user who has received presentation of the solution method is unable to handle the solution method on the first user's own, receive an instruction for proxy asking for the solution method from the first user;
• and
• request, based on the received instruction, a second user different from the first user to execute the solution method as a proxy.

An information processing system comprising a server apparatus which provides troubleshooting support service for a device by using generative AI and a client device to use the troubleshooting support service provided by the server apparatus,

• the server apparatus comprising:
• one or more memories storing instructions;
• and
• one or more processors executing the instructions to:
• obtain device information including a status of the device;
• detect trouble occurring in the device based on the obtained device information;
• obtain a solution method for solving trouble occurring in the device based on the detecting of the trouble;
• in a case where a first user who has received presentation of the solution method is unable to handle the solution method on the first user's own, receive an instruction for proxy asking for the solution method from the first user;
• and
• request, based on the received instruction, a second user different from the first user to execute the solution method as a proxy.

A method for providing troubleshooting support service for a device by using generative AI, the method causing a computer to perform the steps of:

• obtaining a solution method for solving trouble occurring in the device;
• receiving, in a case where a first user involved in the trouble who has received presentation of the solution method is unable to handle the solution method on the first user's own, an instruction for proxy asking for the solution method from the first user;
• and
• requesting, based on the received instruction, a second user different from the first user to execute the solution method as a proxy.