Solution network automated symptom association

• US 20070027893A1
• Filed: 07/18/2005
• Published: 02/01/2007
• Est. Priority Date: 07/18/2005
• Status: Abandoned Application

• Current Assignee: Dell Products LP (Dell Technologies Inc.)
• Original Assignee: Dell Products LP (Dell Technologies Inc.)
• Inventors: Gundy, Dale, Bohl, David
• Application Number:
  US11/183,715
• Publication Number:
  US 20070027893A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04L 41/16 using machine learning or artificial intelligence
• CPC Class Codes: H04L 41/5074 Handling of user complaints or trouble tickets

Abstract

A method for automatically associating information with content in a solution network which includes identifying information used by a customer when attempting to resolve an issue, determining when the customer contacts a customer service technician based upon the issue, resolving the issue using content stored on the solution network, and automatically associating the information used by the customer with the content used to resolve the issue is disclosed.

Claims

1. A method for automatically associating information with content in a solution network comprising:

identifying information used by a customer when attempting to resolve an issue;

determining when the customer contacts a customer service technician based upon the issue; and

,

resolving the issue using content stored on the solution network; and

,

automatically associating the information used by the customer with the content used to resolve the issue.

2. The method of claim 1 wherein:

the information includes a keyword used to search the content stored on the solution network.

3. The method of claim 2 wherein:

the information includes an attribute, the attribute being from a system for which the issue is related.

4. The method of claim 2 further comprising:

determining a number of contacts for which the information is related to the issue; and

,

associating the information used by the customer with the content only when the number of times exceeds a predetermined number of contacts.

5. The method of claim 1 wherein:

the determining when the customer contact is based upon the issue includes analyzing a time from when the customer attempts to resolve the issue.

6. The method of claim 1 wherein:

the issue relates to an information handling system.

7. An apparatus for automatically associating information with content in a solution network comprising:

means for identifying information used by a customer when attempting to resolve an issue;

means for determining when the customer contacts a customer service technician based upon the issue; and

,

means for resolving the issue using content stored on the solution network; and

,

means for automatically associating the information used by the customer with the content used to resolve the issue.

8. The apparatus of claim 7 wherein:

the information includes a keyword used to search the content stored on the solution network.

9. The apparatus of claim 8 wherein:

the information includes an attribute, the attribute being from a system for which the issue is related.

10. The apparatus of claim 8 further comprising:

means for determining a number of contacts for which the information is related to the issue; and

,

means for associating the information used by the customer with the content only when the number of times exceeds a predetermined number of contacts.

11. The apparatus of claim 7 wherein:

the means for determining when the customer contact is based upon the issue includes means for analyzing a time from when the customer attempts to resolve the issue.

12. The apparatus of claim 7 wherein:

the issue relates to an information handling system.

13. A method for associating information with content in a solution network comprising:

identifying a keyword used by a customer when attempting to resolve an issue;

identifying an attribute associated with the customer;

determining when the customer contacts a customer service technician based upon the issue; and

,

resolving the issue using content stored on the solution network; and

,

associating the keyword used by the customer with the content used to resolve the issue; and

,

associating the attribute associated with the customer with the content used to resolve the issue.

14. The method of claim 13 wherein:

the attribute includes information relating to a system for which the issue is related.

15. The method of claim 13 further comprising:

determining a number of contacts for which the keyword is related to the issue; and

,

associating the keyword used by the customer with the content only when the number of times exceeds a predetermined number of contacts.

16. The method of claim 13 wherein:

the determining when the customer contact is based upon the issue includes analyzing a time from when the customer attempts to resolve the issue.

17. The method of claim 13 wherein:

the issue relates to an information handling system.

18. An apparatus for associating information with content in a solution network comprising:

means for identifying a keyword used by a customer when attempting to resolve an issue;

means for identifying an attribute associated with the customer;

means for determining when the customer contacts a customer service technician based upon the issue; and

,

means for resolving the issue using content stored on the solution network; and

,

means for associating the keyword used by the customer with the content used to resolve the issue; and

,

means for associating the attribute associated with the customer with the content used to resolve the issue.

19. The apparatus of claim 18 wherein:

the attribute includes information relating to a system for which the issue is related.

20. The apparatus of claim 18 further comprising:

means for determining a number of contacts for which the keyword is related to the issue; and

,

means for associating the keyword used by the customer with the content only when the number of times exceeds a predetermined number of contacts.

21. The apparatus of claim 18 wherein:

the means for determining when the customer contact is based upon the issue includes means for analyzing a time from when the customer attempts to resolve the issue.

22. The apparatus of claim 18 wherein:

the issue relates to an information handling system.