Problem solving assistant

• US 20050278340A1
• Filed: 05/28/2004
• Published: 12/15/2005
• Est. Priority Date: 05/28/2004
• Status: Abandoned Application

• Current Assignee: Trigent Software Ltd.
• Original Assignee: Trigent Software Ltd.
• Inventors: Babu, Kuppili Rajesh, Rehberg, Charles Patrick
• Application Number:
  US10/856,273
• Publication Number:
  US 20050278340A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: H04L 69/40 for recovering from a failure of a protocol instance or entity, e.g. service redundancy protocols, protocol state redundancy or protocol service redirection management of faults, events, alarms or notifications in data switching networks H04L41/06

Abstract

A computer-assisted problem resolution system is configured using documents that relate to problem resolution in a domain. An automated information extractor is configured to identify problem resolution information from the documents. The information extractor identifies portions of documents, each portion being associated with a phase of problem resolution, such as a problem, cause, or solution phase. The information extractor is also configured to determine relevance conditions associated with the identified portions of the documents. The information extractor may be configured to identify information associated with each of multiple sequential phases of problem resolution. The system then guides a user through the phases to resolve a problem.

Claims

1. A method for computer-assisted problem resolution comprising:

for each of one or more sources of documents related to problem resolution, configuring an automated information extractor to identify problem resolution information from documents from the source,

wherein the information extractor is configured to identify portions of the documents, each portion being associated with a phase of problem resolution, and

wherein the information extractor is configured to determine relevance conditions associated with the identified portions.

2. The method of claim 1 wherein a separate information extractor is configured for each of multiple of the sources of documents.

3. The method of claim 1 wherein the sources of documents all relate to problem resolution in a single domain.

4. The method of claim 1 wherein the relevance condition includes a logical expression based on a set of facts represented in the identified portions.

5. The method of claim 1 wherein configuring the automated information extractor includes configuring a rule-based system.

6. The method of claim 5 wherein configuring the rule-based system includes determining rules for the rule-based system that representing knowledge obtained from people knowledgably in a domain which is associated with the documents.

7. The method of claim 1 further comprising applying the information extractor to documents from one of the sources, including storing data representing at least the determined relevance conditions and the identified portions.

8. The method of claim 7 wherein the stored data includes an inference graph for problem resolution.

9. The method of claim 1 wherein the information extractor is configured to identify information associated with each of a plurality of sequential phases of problem resolution each phase including a plurality of occurrences of the phase, and each identified portion of a document is associate with one of the phases.

10. The method of claim 9 wherein the sequential phases include a problem phase followed by a solution phase.

11. The method of claim 10 wherein the sequential phases further include a cause phase following the problem phase and prior to the solution phase.

12. The method of claim 9 further comprising applying the information extractor to documents from one of the sources and storing data representing the problem resolution information, at least some of the problem resolution information being related to each of the sequential phases.

13. The method of claim 12 further comprising:

for each of the phases in succession,

identifying information that if known would be useful for reducing a number of possible occurrences for that phase,

obtaining at least some of the identified information, and

determining possible occurrences for the phase based at least on the obtained information.

14. The method of claim 13 wherein determining the possible occurrences for the phase is further based on possible occurrences determined in prior of the phases.

15. The method of claim 13 wherein the occurrences of a problem phase are each associated with a problem, and the occurrences of the solution phase are each associated with a solution.

16. The method of claim 13 wherein each occurrence of a phase is associated with one or more indicator conditions that form a logical expression, and identifying the information useful for determining possible occurrences includes identifying indicator conditions whose value if known would contribute to determining the possible occurrences.

17. The method of claim 16 wherein identifying the information further includes ordering the indicator conditions that would contribute to determining the possible occurrences.

18. The method of claim 17 wherein obtaining the information includes prompting for the information according to the ordering.

19. The method of claim 18 wherein prompting includes displaying indications associated with multiple of the identified information according to the ordering.

20. The method of claim 13 further comprising presenting a plurality of completion indicators each associated with a different one of the phases, wherein the competition indicator of each phase presents a measure of remaining possible occurrences for that phase.

21. The method of claim 20 wherein the measure of remaining possible occurrences includes an indicator that the number of remaining possible occurrences is below a threshold.

22. The method of claim 21 wherein the completion indicator for a phase provides an indication that a next phase should be initiated.

23. The method of claim 13 wherein the data related to each of a plurality of sequential phases includes a graph representation including nodes each associated with a different occurrence of the phase, and arcs coupled to the nodes, each arc being associated with an indicator condition for a node to which it is coupled.

24. The method of claim 23 wherein the data for multiple of the phases includes a common graph for the phases, and at least some of the arcs couple occurrences in one phase to occurrences in a following phase.

25. The method of claim 24 wherein the common graph forms an inference network.

26. The method of claim 13 further comprising interactively updating the data related to each of the sequential phases using based a problem resolution not previously represented in the data.

27. Software stored on a computer-readable medium comprising instructions for causing a computer system to:

for each of one or more sources of documents related to problem resolution, configure an automated information extractor to identify problem resolution information from documents from the source,

wherein the information extractor is configured to identify portions of the documents, each portion being associated with a phase of problem resolution, and

wherein the information extractor is configured to determine relevance conditions associated with the identified portions.

28. The software of claim 27 wherein the instructions further causing the computer system to apply the information extractor to documents from one of the sources, and to store data representing at least the determined indicator conditions and the identified portions.

29. The software of claim 27 wherein the instructions further causing the computer system to identify information associated with each of a plurality of sequential phases of problem resolution each phase including a plurality of occurrences of the phase, and each identified portion of a document is associate with one of the phases.

30. The software of claim 27 wherein the instructions further causing the computer system to apply the information extractor to documents from one of the sources and storing data representing the problem resolution information, as least some of the problem resolution information being related with each of the sequential phases.

31. The software of claim 30 wherein the instructions further causing the computer system, for each of the phases in succession, to:

identify information that if known would be useful for reducing a number of possible occurrences for that phase,

obtain at least some of the identified information, and

determine possible occurrences for the phase based at least on the obtained information.

32. A system for computer-aided problem resolution comprising:

a plurality of information extractors, each adapted to automatically identify problem resolution data from documents form a corresponding source of documents;

storage for the problem resolution data; and

a problem resolution system configured to aid in the resolution of a problem using stored problem resolution data.

33. The system of claim 32 wherein the information extractors include a rule-based information extractor.

34. The system of claim 32 wherein the problem resolution data includes an inference graph.

35. The system of claim 32 wherein the problem resolution system is configured to operate in a sequence of sequential phases, each associated with a different phase of problem resolution.

36. A system for computer-aided problem resolution comprising:

means information extractors, including a plurality of individual means for information extraction each adapted to automatically identify problem resolution data from documents form a corresponding source of documents;

means for storing a representation of the problem resolution data; and

means for problem resolution configured to aid in the resolution of a problem using stored problem resolution data.