Internet Video based remote customer services

Document Type : Original Article

Authors

1 Dept. of computer science, National Chiao-Tung University, Hsinchu, Taiwan, ROC.

2 Dept. 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.

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