Microsoft Tech Support Goes S&M
Microsoft seems to be able to file for the oddest patents. Usually, the end result seems pretty nice, but the means they site to get there just make consumers wonder if the company actually realizes people are, well, people!
In a more recent Microsoft patent filing, the Redmond software maker has designed a process that will solicit help from other users when another user is having difficulty with a program. Can't figure out how to sync your Zune? Someone that has done it will be prompted to help you. Not understanding how to tranfer files to your PDA? Some other business-y types will pop-up to guide you. Getting pissed off because you can't figure out that you need to use Media Player, not Media Center, to stream Divx to your 360 (good job getting the support there MS, but really?)? Some other media nerd will be asked to walk you through the steps.
The system will use a few different ways to decide whether you need help. For example: if you're stuck on a certain screen, taking an inordinate amount of time to complete a task, or repeating the same tasks hoping for a different outcome. At that time, the program will match you with other people that have been able to complete the task, in essence helping you avoid frustrating tech support calls (with the likely side-effect of saving MS money from decreased tech support tickets). Where it gets odd is that one of the sighted ways of determining whether or not you need help is through biometrics. If your heart is pounding or you're sweating, it will assume your frustrated. But that's also assuming anyone will subject themselves to nipple-clamps just to edit their home movie. (while it's highly likely that the biometrics will come from anything other than nipple clamps, it's just way more fun to imagine it that way)
It sounds like a good idea in the end, but the biometrics piece has more than a few people spooked. While I can certainly understand that you wouldn't want people popping up on your screen simply because you're breathing heavier and sweating while watching your prons asking things like "need some help with that?" (on second thought, that could be fun...), I also think its a bit far-fetched to assume that MS is planning on forcing biometric readers on people anytime soon. Patents have a tendency to be far-reaching and usually cover things that may never come into use, just to be on the safe side, so that if a competitor attempts something anything close to it, the patent holder can lay the smack down. In any case, I'd rather throw on the nip clamps for Apple's Jonathan Ive than MS's Steve Balmer any day!
Microsoft patents frustration-detecting help system [Ars Technica]
Jesse James
Posted to In the News, On Your Body on 4 January 2008
· Comments (2)
Other stuff like this: Biometrics, Microsoft, software, tech support
Even Hope wants an iPhone 3G!
What bothers me about this is that somehow Microsoft is going to know that person X in Walla Walla has already gone through what you're going through, and will connect you. So it stands to reason that Microsoft would be watching your every move while you're using Windows.
Not exactly comforting to me.
@sfdex: The best theory I've seen is that this will not be incorporated into Windows itself, but most likely a download or separate software purchase.
I completely understand the big brother problem. But I think this could actually be used for some really good applications, educational purposes for one. If you get stuck on a math problem or a line of programming code, someone could help you out. It could, of course, be used for some less than happy things, but I eternal optimist in me has to hope that the program will float into a happier place than a scary place.
But never forget the power of patent-hording either. They could have absolutely no intention of ever using the tech, simple patent it to prevent competitors from touching the concept.