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Automatic classification of event data

  • US 20050066236A1
  • Filed: 06/30/2004
  • Published: 03/24/2005
  • Est. Priority Date: 05/24/2001
  • Status: Active Grant
First Claim
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1. A method of providing electronic support from a server to a client comprising:

  • at the client;

    (a) monitoring the client for events requiring support;

    (b) upon the occurrence of an event requiring support, obtaining user authority to transmit data associated with the event requiring support to the server;

    (c) gathering data associated with the event requiring support;

    (d) generating a message containing the event data; and

    (e) transmitting the message to the server;

    at the server;

    (f) receiving the event data from the client;

    (g) extracting the event data from the message;

    (h) applying the event data to support vector machines to obtain probability scores;

    (i) using the probability scores to identify which, if any, categories are probable causes of the event requiring support;

    (j) formulating a response containing resolution information based on the category or categories, if any, that were identified as probable causes of the event requiring support; and

    (k) transmitting the response to the client; and

    at the client;

    (l) receiving the response formulated by the server; and

    (m) providing support based on the response from the server.

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