Computer support service with solution function updates as a function of pre-delivery expert changes to automatically generated solutions
First Claim
1. A computer support system comprising:
- a solution engine for applying a solution function to diagnostic data regarding a computer system of a customer to provide an automatically-generated solution;
an expert review function for presenting said diagnostic data and said automatically-generated solution to an expert and accepting changes to said solution from said expert so as to provide an expert solution;
a delivery function for presenting a customer solution including at least one of said automatically-generated solution and said expert solution to said customer; and
an updater for changing said solution function at least in part in response to said changes.
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Accused Products
Abstract
A solution engine (31) of a vendor'"'"'s highly-automated adaptive computer support system (10) for a remote customer (20) automatically generates proposed solutions, e.g., sets of support documents, as a function of diagnostic data received from a customer'"'"'s computer system (23). The automatically generated solution can be subject to expert review (35) prior to publication (37) to the customer, e.g., when the automated system assigns a low confidence level to the solution. In addition, expert review can be triggered by feedback (39) from the customer once a proposed solution is communicated. The diagnostic data, solutions and feedback for an incident are packaged (at 41) as a “case” and entered into an historical case database (45). A solution function updater (43) updates the solution function as a function, at least in part, of the expert review and customer feedback.
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Citations
36 Claims
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1. A computer support system comprising:
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a solution engine for applying a solution function to diagnostic data regarding a computer system of a customer to provide an automatically-generated solution;
an expert review function for presenting said diagnostic data and said automatically-generated solution to an expert and accepting changes to said solution from said expert so as to provide an expert solution;
a delivery function for presenting a customer solution including at least one of said automatically-generated solution and said expert solution to said customer; and
an updater for changing said solution function at least in part in response to said changes. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A computer support method comprising:
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receiving diagnostic data from a computer system of a customer;
automatically generating an automatically-generated solution as a solution function of said diagnostic data;
providing said automatically-generated solution to an expert and accepting changes thereto by said expert to establish an expert solution;
delivering said expert solution to a customer;
updating said solution function at least in part as a function of said changes. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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21. A computer support method comprising:
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applying plural solution functions in parallel to diagnostic data;
calculating a confidence factor from the results of the plural solution functions;
if the confidence factor does not meet predefinable criteria, triggering an expert review of the results prior to the delivery; and
delivering the results either directly or following modification by an expert without direct contact between the expert and the customer. - View Dependent Claims (22, 23, 24, 25)
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26. A computer support system comprising:
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a solution engine for generating a result from diagnostic data by combining plural solutions generating using distinct artificial-intelligence approaches, said solution engine assigning a confidence factor to said result;
an expert review function for providing said result to an expert for review if said confidence level fails to meet predefinable criteria;
delivery means for delivering said result to a customer directly if said confidence factor meets said criteria and after modification by said expert if said confidence factor fails to meet said criteria without direct contact between the expert and the customer. - View Dependent Claims (27, 28, 29, 30)
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31. A computer support system comprising:
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a solution engine for applying a solution function to diagnostic data regarding a computer system of a customer to provide automatically-generated solutions;
a delivery function for presenting said automatically-generated solutions to said customer;
an expert interface for accepting a contribution from an expert for updating said solution function; and
evaluation means for providing an evaluation of the effectiveness of said contribution as it is employed in said automatically generated solutions. - View Dependent Claims (32, 33)
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34. A computer support method comprising:
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receiving diagnostic data from a computer system of a customer;
automatically generating automatically-generated solutions as a solution function of said diagnostic data;
delivering said automatically-generated solutions to said customer;
updating said solution function of a contribution by an expert; and
evaluating said contribution as it is employed in said automatically-generated solutions. - View Dependent Claims (35, 36)
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Specification