Infosys has been granted a patent for a method and system that provides automatic technical assistance. The system trains a technical assistant using user profiles and workflow details, monitors user screens, resolves errors via an RPA bot, and offers guidance to help users complete their workflows. GlobalData’s report on Infosys gives a 360-degree view of the company including its patenting strategy. Buy the report here.
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According to GlobalData’s company profile on Infosys, AI for workflow management was a key innovation area identified from patents. Infosys's grant share as of July 2024 was 53%. Grant share is based on the ratio of number of grants to total number of patents.
Automatic technical assistance using user profiles and workflows
The patent US12056642B2 outlines a method and system for providing automatic technical assistance to users engaged in specific workflows. The process begins with training a technical assistant using a defined set of parameters for each user, a collection of workflows, and relevant data associated with those workflows. When a user requests assistance, the system captures real-time images of the user's device screen and processes these images to determine if the user is on the correct page for the workflow. This involves converting the images into vectors and comparing them with pre-trained vectors. Additionally, the system analyzes user inputs to identify any errors based on the user's parameters, ultimately guiding the user to complete the workflow.
Further enhancements to the method include the creation of support tickets for error resolution and the incorporation of user profile information to assess access levels, transaction history, and request permissions. The system also employs image processing techniques to improve the quality of captured images by adjusting brightness, removing anomalies, and filtering out noise. The comprehensive approach ensures that users receive tailored assistance, thereby facilitating smoother navigation through their workflows. The patent also covers a non-transitory computer-readable medium that contains the necessary instructions for executing these processes, emphasizing the technological framework behind the automatic technical assistance system.
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