公开(公告)号：US20080294423A1

公开(公告)日：2008-11-27

申请号：US11805456

申请日：2007-05-23

申请人： Stefania Castellani ,  Antonietta Grasso ,  Aaron N. Kaplan ,  Frederic Roulland ,  Claude Roux ,  Tracy E. Thieret ,  Roger Kramer ,  Ronald M. Rockwell ,  Donald J. Gusmano

发明人： Stefania Castellani ,  Antonietta Grasso ,  Aaron N. Kaplan ,  Frederic Roulland ,  Claude Roux ,  Tracy E. Thieret ,  Roger Kramer ,  Ronald M. Rockwell ,  Donald J. Gusmano

IPC分类号： G06F17/27

CPC分类号： G06F17/30654 ,  G06F11/0733 ,  G06F11/0793

摘要： A method for troubleshooting a problem with a device includes acquiring device data for the device, receiving a user's query concerning a device in a natural language, presenting possible refinements to at least a portion of the user's query for defining a problem statement, presenting candidate solutions that are associated with the defined problem statement in a knowledge base, at least one of the presentation of possible refinements and the presentation of candidate solutions being informed by device data that is linked through a diagnostic model of the device to at least one of the problem statements and candidate solutions.

摘要翻译： 用于对设备的问题进行故障排除的方法包括获取设备的设备数据，接收关于自然语言中的设备的用户查询，向用户的查询的至少一部分呈现用于定义问题陈述的可能的细化，呈现候选解决方案 与知识库中的定义的问题陈述相关联，可能的细化的呈现中的至少一个以及由通过设备的诊断模型链接到至少一个问题的设备数据通知的候选解决方案的呈现 声明和候选解决方案。

公开(公告)号：US20070192085A1

公开(公告)日：2007-08-16

申请号：US11354688

申请日：2006-02-15

申请人： Frederic Roulland ,  Aaron Kaplan ,  Stefania Castellani ,  Claude Roux

发明人： Frederic Roulland ,  Aaron Kaplan ,  Stefania Castellani ,  Claude Roux

IPC分类号： G06F17/27

CPC分类号： G06F17/30654 ,  G06F17/30684

摘要： A system suited to self-troubleshooting includes a processor which identifies normalized forms of at least some of the words of a natural language user query input by a user. The user query may describe a problem experienced with a machine, such as a printer. The processor retrieves text strings which may comprise problem statements stored in memory. Each retrieved problem statement includes at least one word with a normalized form which is recognized by the processor as being equivalent to one of the identified normalized forms. Each of the retrieved problem statements may be associated with at least one solution sequence for addressing the problem with the machine. In the event that the stored problem statements in memory are not fully responsive, the processor provides one or more options for refinement of the user query based on tags associated with those words of the problem statements which are responsive.

摘要翻译： 适合于自我排除故障的系统包括处理器，其识别由用户输入的自然语言用户查询的至少一些词的标准化形式。 用户查询可以描述机器（例如打印机）所经历的问题。 处理器检索可能包含存储在存储器中的问题语句的文本串。 每个检索到的问题陈述包括具有归一化形式的至少一个字，其被处理器识别为等同于所识别的归一化形式之一。 每个检索到的问题语句可以与用于解决机器问题的至少一个解决方案序列相关联。 如果存储器中存储的问题语句没有完全响应，则处理器基于与响应于问题语句的那些单词相关联的标签来提供用于细化用户查询的一个或多个选项。

公开(公告)号：US20060197973A1

公开(公告)日：2006-09-07

申请号：US11287172

申请日：2005-11-23

申请人： Stefania Castellani ,  Victor Ciriza ,  Antonietta Grasso ,  Jacki O'Neill ,  Peter Tolmie ,  Francois Ragnet ,  Frederic Roulland

发明人： Stefania Castellani ,  Victor Ciriza ,  Antonietta Grasso ,  Jacki O'Neill ,  Peter Tolmie ,  Francois Ragnet ,  Frederic Roulland

IPC分类号： G06K15/00

CPC分类号： G06K15/00 ,  G06K15/002

摘要： A communication system and apparatus for a xerographic imaging system for enhanced collaborative communication between the machine user and the remote troubleshooting advisor. The machine includes an imager for showing a selected virtual representation of the machine including an image of the machine illustrating an area of the machine having the troubleshooting need. A communication link exists between the user and the advisor and comprises a bi-directional visualization of a selected virtual representation synchronously displayed to the user and the advisor via respective imagers. An image adjuster is operated by the expert for selective adjustment of the virtual representation to suggest a section of the area of the machine wherein action by the machine user may resolve the troubleshooting need. The selective adjustment is communicated to the machine user through the communication link whereby upon viewing this suggested adjustment, corrective action is suggested to the user. The corrective action is identified to the user by identifying a difference between the actual machine state and the shared virtual representation. The visual indicators may direct the user to a particular location and percussion centers on the machine identify a particular tapping location by the user to verify position identification to the troubleshooting expert.

摘要翻译： 用于静电复印成像系统的通信系统和装置，用于增强机器用户和远程故障诊断顾问之间的协作通信。 该机器包括用于显示机器的所选虚拟表示的成像器，其包括机器的图像，其示出具有故障排除需要的机器的区域。 在用户和顾问之间存在通信链路，并且包括经由各个成像器同步显示给用户和顾问的所选虚拟表示的双向可视化。 图像调节器由专家操作以选择性地调整虚拟表示，以建议机器区域的一部分，其中机器用户的动作可以解决故障排除需要。 通过通信链路将选择性调整传送给机器用户，通过查看该建议的调整，建议用户采取纠正措施。 通过识别实际机器状态和共享虚拟表示之间的差异，向用户识别纠正措施。 视觉指示器可以将用户引导到特定位置，并且机器上的打击乐器中心识别用户的特定点击位置以验证故障排除专家的位置识别。

公开(公告)号：US08869240B2

公开(公告)日：2014-10-21

申请号：US13305037

申请日：2011-11-28

申请人： Frederic Roulland ,  Nicolas Hairon ,  Ruhul Islam ,  Yves Hoppenot

发明人： Frederic Roulland ,  Nicolas Hairon ,  Ruhul Islam ,  Yves Hoppenot

IPC分类号： H04L29/00

CPC分类号： H04L63/062 ,  G06F21/42 ,  H04L63/18

摘要： A system for pairing two devices includes a monitoring system and a server. The monitoring system receives a request made by a local submitter, such as servicing device or a technician operating the servicing device, for accessing diagnostic data of the monitoring system. The monitoring system initiates a request made to the server for connecting the monitoring system with the servicing device. The server generates pairing information and transmits the pairing information to the monitoring system. The server determines that a pairing key is received as input at the servicing device and/or monitored device and determines if the pairing key matches the pairing identification. If the server determines that there is a match, the server relays diagnostic data received from the monitoring system to the servicing device.

摘要翻译： 用于配对两个设备的系统包括监视系统和服务器。 监视系统接收由本地提交者（例如服务设备或操作服务设备的技术人员）作出的用于访问监视系统的诊断数据的请求。 监控系统启动向服务器发出的请求，用于将监控系统与维护设备连接起来。 服务器生成配对信息并将配对信息发送到监控系统。 服务器确定在服务设备和/或被监控设备处接收到配对密钥作为输入，并确定配对密钥是否与配对标识匹配。 如果服务器确定存在匹配，则服务器将从监控系统接收到的诊断数据中继到维修设备。

公开(公告)号：US08775932B2

公开(公告)日：2014-07-08

申请号：US12473471

申请日：2009-05-28

申请人： Frederic Roulland ,  Jutta K. Willamowski ,  David B. Martin

发明人： Frederic Roulland ,  Jutta K. Willamowski ,  David B. Martin

IPC分类号： G06F17/27 ,  G06F3/12 ,  G06F17/30 ,  G06F17/15

CPC分类号： G06F3/1208 ,  G06F9/453 ,  G06F17/2881 ,  G06F17/30654 ,  H04N1/00408 ,  H04N1/00424 ,  H04N1/00472 ,  H04N1/00474 ,  H04N1/00477 ,  H04N1/0048 ,  H04N1/00482 ,  H04N1/00501 ,  H04N1/00506 ,  H04N2201/0082

摘要： A guided natural language interface, a method for guiding a user in specifying a color problem with a document image, and a set of templates for use in the interface and method are provided. The interface includes computer readable memory which stores a set of issue description templates, each template being configured for guiding a user in formulating a problem statement characterizing, in natural language, a problem related to color identified in an input document. A natural rendering engine receives information input by a user and/or information input from an associated problem detector, and instantiates one of the templates in response thereto. The natural language rendering engine is configured for presenting the problem statement to the user as it is refined and communicating information based on the refined problem statement to an associated problem corrector.

摘要翻译： 提供了引导自然语言界面，用于指导用户指定文档图像的颜色问题的方法以及用于该界面和方法的一组模板。 该接口包括存储一组问题描述模板的计算机可读存储器，每个模板被配置为用于引导用户制定以自然语言表征与输入文档中识别的颜色相关的问题的问题陈述。 自然呈现引擎接收由用户输入的信息和/或从相关联的问题检测器输入的信息，并且响应于此而对其中一个模板进行实例化。 自然语言呈现引擎被配置为在用户对其进行细化的情况下将问题陈述呈现给用户，并且基于精简的问题语句将信息传递给相关的问题校正器。

公开(公告)号：US08514431B2

公开(公告)日：2013-08-20

申请号：US12334931

申请日：2008-12-15

申请人： Tracy E. Thieret ,  Robert A. Gunther ,  Frederic Roulland

发明人： Tracy E. Thieret ,  Robert A. Gunther ,  Frederic Roulland

IPC分类号： G06F11/00 ,  G06F3/12

CPC分类号： H04N1/32662 ,  G03G15/5079 ,  G03G15/55 ,  G06F3/121 ,  G06F3/1234 ,  G06F3/1284 ,  G06F3/1285 ,  G06F11/0733 ,  G06F11/0748 ,  G06F11/0793 ,  H04N1/00002 ,  H04N1/00015 ,  H04N1/00029 ,  H04N1/0005 ,  H04N1/00079 ,  H04N1/32609 ,  H04N1/32635 ,  H04N2201/3205 ,  H04N2201/3278

摘要： A method for automated call assistance for malfunctions in an image production device may include receiving a signal from a user interface requesting call assistance, transmitting the call assistance request to an automated call assistance processing unit along with customer and image production device identification information, receiving a signal from the automated call assistance processing unit to identify one or more malfunctions, identifying one or more malfunctions, transmitting the one of more identified malfunctions to the automated call assistance processing unit, receiving a signal from the automated call assistance processing unit to perform one or more diagnostic tests on the image production device, performing the one or more diagnostic tests, transmitting the results of the one or more diagnostic tests to at least one of the user interface and the automated call assistance processing unit, receiving instructions from the automated call assistance processing unit concerning one or more remedies for the one or more malfunctions, and implementing the received instructions concerning one or more remedies.

摘要翻译： 用于在图像制作设备中的用于故障的自动呼叫辅助的方法可以包括从用户界面接收请求呼叫协助的信号，将呼叫请求发送到自动呼叫辅助处理单元以及客户和图像制作设备识别信息， 来自所述自动呼叫辅助处理单元的信号以识别一个或多个故障，识别一个或多个故障，将更多识别的故障中的一个发送到所述自动呼叫辅助处理单元，从所述自动呼叫辅助处理单元接收信号以执行一个或多个故障， 对图像生成装置进行更多的诊断测试，执行一个或多个诊断测试，将一个或多个诊断测试的结果发送到用户界面和自动呼叫辅助处理单元中的至少一个，从自动呼叫辅助接收指令 处理单位有关 为一个或多个故障提供一种或多种补救措施，并且实施接收到的关于一种或多种补救措施的指令。

公开(公告)号：US20130139218A1

公开(公告)日：2013-05-30

申请号：US13305037

申请日：2011-11-28

申请人： Frederic Roulland ,  Nicolas Hairon ,  Ruhul Islam ,  Yves Hoppenot

发明人： Frederic Roulland ,  Nicolas Hairon ,  Ruhul Islam ,  Yves Hoppenot

IPC分类号： H04L9/00 ,  G06F7/04 ,  G06F15/16

CPC分类号： H04L63/062 ,  G06F21/42 ,  H04L63/18

摘要： A system for pairing two devices includes a monitoring system and a server. The monitoring system receives a request made by a local submitter, such as servicing device or a technician operating the servicing device, for accessing diagnostic data of the monitoring system. The monitoring system initiates a request made to the server for connecting the monitoring system with the servicing device. The server generates pairing information and transmits the pairing information to the monitoring system. The server determines that a pairing key is received as input at the servicing device and/or monitored device and determines if the pairing key matches the pairing identification. If the server determines that there is a match, the server relays diagnostic data received from the monitoring system to the servicing device.

摘要翻译： 用于配对两个设备的系统包括监视系统和服务器。 监视系统接收由本地提交者（例如服务设备或操作服务设备的技术人员）作出的用于访问监视系统的诊断数据的请求。 监控系统启动向服务器发出的请求，用于将监控系统与维护设备连接起来。 服务器生成配对信息并将配对信息发送到监控系统。 服务器确定在服务设备和/或被监控设备处接收到配对密钥作为输入，并确定配对密钥是否与配对标识匹配。 如果服务器确定存在匹配，则服务器将从监控系统接收到的诊断数据中继到维修设备。

公开(公告)号：US08346795B2

公开(公告)日：2013-01-01

申请号：US12720900

申请日：2010-03-10

申请人： Frederic Roulland ,  Stefania Castellani ,  Antonietta Grasso ,  Caroline Brun

发明人： Frederic Roulland ,  Stefania Castellani ,  Antonietta Grasso ,  Caroline Brun

IPC分类号： G06F17/30

CPC分类号： G06F17/3071 ,  G06F17/30598 ,  G06F17/30646

摘要： A system and method are provided for refining a user's query. An entity index, generated from a corpus of text documents, is provided. The entity index includes a set of entity structures, each including a plurality of terms. Each of the terms of an entity structure is a feature of the same entity. Entity structures can be retrieved from the entity index which match at least a portion of the user's query. Clusters of the retrieved entity structures are identified which have at least one of their terms in common. A cluster hierarchy is generated from the identified clusters in which nodes of the hierarchy are defined by one or more of the terms of the retrieved entity structures. At least a portion of the cluster hierarchy is presented to the user for facilitating refinement of the user's query through user selection of a node which, when formulated as a search, retrieves one or more responsive documents from the corpus of documents.

摘要翻译： 提供了一种用于细化用户查询的系统和方法。 提供从文本文档语料库生成的实体索引。 实体索引包括一组实体结构，每个实体结构包括多个项。 实体结构的每个术语都是同一实体的特征。 可以从与用户查询的至少一部分匹配的实体索引中检索实体结构。 识别检索到的实体结构的集群，其具有至少一个共同的术语。 从所识别的集群生成集群层次结构，其中层次结构的节点由检索到的实体结构的一个或多个项定义。 将集群层次结构的至少一部分呈现给用户，以通过用户选择节点来促进对用户查询的细化，当被配置为搜索时，从文档语料库检索一个或多个响应文档。

公开(公告)号：US08155878B2

公开(公告)日：2012-04-10

申请号：US12273779

申请日：2008-11-19

申请人： Frederic Roulland

发明人： Frederic Roulland

IPC分类号： G05D1/02 ,  G06G7/78 ,  G01B11/14 ,  H04M11/06 ,  H04W24/00

CPC分类号： H04M1/6066 ,  G03G15/5075 ,  G03G2215/00109 ,  G06F3/1294

摘要： A system locates a user in a remote troubleshooting environment. An office device is utilized to perform at least one of a copy, a facsimile, a print, and an email. A headset facilities audio communication between the user and a remote troubleshooter. A compass is located proximate to the office device wherein the headset is placed in a predetermined location proximate to the compass to establish a datum point such that movement from the datum point is recognized as a location proximate to the office device. A remote processing component displays the location of the headset relative to the office device based on information provided by the compass.

摘要翻译： 系统将用户定位在远程故障排除环境中。 使用办公设备来执行复印件，传真机，打印件和电子邮件中的至少一个。 耳机设备在用户和远程故障排除器之间的音频通信。 指南针位于办公设备附近，其中耳机被放置在靠近指南针的预定位置以建立基准点，使得从基准点的移动被识别为靠近办公室设备的位置。 远程处理组件根据指南针提供的信息显示耳机相对于办公设备的位置。

公开(公告)号：US20110282892A1

公开(公告)日：2011-11-17

申请号：US12781299

申请日：2010-05-17

申请人： Stefania Castellani ,  Nikolaos Lagos ,  Maria Antonietta Grasso ,  Frederic Roulland ,  Nicolas Hairon

发明人： Stefania Castellani ,  Nikolaos Lagos ,  Maria Antonietta Grasso ,  Frederic Roulland ,  Nicolas Hairon

IPC分类号： G06F17/30

CPC分类号： G06F17/30389

摘要： A system and method for guiding a user in building a query are disclosed. The method includes providing an interaction space in which a user formulates a query using a plurality of query building blocks selected from a predefined set of query building blocks. The user's formulation of the query is guided. Guiding selection of at least a next building block is provided by at least one of a content-based mechanism which limits the selection of the next building block to those which will yield at least one result from an indexed collection of documents, a structure-based selection mechanism which limits the selection of the next building block to those which meet a predefined grammar, and a usage-based selection mechanism which proposes a next building block based on patterns of building blocks used in building prior queries. Each of these guidance mechanisms may be provided with the result that the next block proposed is informed by each of the mechanisms.

摘要翻译： 公开了一种用于指导用户构建查询的系统和方法。 该方法包括提供交互空间，其中用户使用从预定义的一组查询构建块中选择的多个查询构建块来制定查询。 指导用户对查询的描述。 至少一个下一个构建块的指导选择由基于内容的机制中的至少一个提供，其将下一个构建块的选择限制为将从索引的文档集合产生至少一个结果的那些，基于结构的 选择机制，其将下一个构建块的选择限制为满足预定义语法的选择机制;以及基于使用的选择机制，其基于用于构建先前查询的构建块的模式来提出下一个构建块。 可以提供这些引导机制中的每一个，结果是所提出的下一个块被每个机制通知。