Internet based remote customer services

This paper proposes a new remote diagnosis and repair services based on interactive visual and audio communication over Internet. The proposed method 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 diagnosis method and system has 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 systems.