Internet Video based remote customer services | ||
| The International Conference on Electrical Engineering | ||
| Article 76, Volume 7, 7th International Conference on Electrical Engineering ICEENG 2010, May 2010, Pages 1-6 PDF (122.22 K) | ||
| Document Type: Original Article | ||
| DOI: 10.21608/iceeng.2010.33054 | ||
| Authors | ||
| Hsin C. Fu1; Hsiao T. Pao2; C. L. Tseng1 | ||
| 1Dept. of computer science, National Chiao-Tung University, Hsinchu, Taiwan, ROC. | ||
| 2Dept. of management science, National Chiao-Tung University, Hsinchu, Taiwan, ROC. | ||
| Abstract | ||
| Abstract: This paper proposes a new remote diagnosis and repair services based on interactive visual and audio communication over Internet. The proposed service contains three levels of different remote diagnoses: Level (1): Video and audio interaction between customer and remote service sites; Level (2): Simple signal collection from customer to remote service sites; Level (3): Diagnostic commands and responses between remote service and customer sites. The proposed remote diagnose and repair services have been successfully tested and evaluated for its efficiency in technical manpower saving (approximately 85% lesser than traditional service), in service response time saving (approximately 90% lesser than traditional service), in mean time to repair saving (approximately 60% lesser than traditional service), and in service cost saving (approximately 95% cost down). In the near future, we intend to implement automated diagnosis and repairing suggestion mechanism to further improve the efficiency of technical manpower of the proposed remote diagnosis and maintenance platform. | ||
| Keywords | ||
| Remote service; fault diagnosis; Internet video | ||
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