Computer Support Service with Solution Function Updates as a Function of Pre-Delivery Expert Changes to Automatically Generated Solutions

• US 20080040299A1
• Filed: 07/31/2007
• Published: 02/14/2008
• Est. Priority Date: 06/15/2004
• Status: Active Grant

• Current Assignee: Micro Focus LLC (Open Text Corporation)
• Original Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Inventors: Faihe, Yassine
• Granted Patent: US 7,580,906 B2
• Time in Patent Office: Days
• US Class Current: 706/14
• CPC Class Codes: G06F 11/2257 using expert systems

Abstract

A solution engine of a vendor'"'"'s highly-automated adaptive computer support system for a remote customer automatically generates proposed solutions, e.g., sets of support documents, as a function of diagnostic data received from a customer'"'"'s computer system. The automatically generated solution can be subject to expert review prior to publication 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 from the customer once a proposed solution is communicated. The diagnostic data, solutions and feedback for an incident are packaged as a “case” and entered into a historical case database. A solution function updater updates the solution function as a function, at least in part, of the expert review and customer feedback.

Claims

1. A computer support method comprising:

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.

2. A method as claimed in claim 1 wherein one said plural solution functions employs a rule-based approach.

3. A method as claimed in claim 1 wherein one of said plural solution functions employs a classification approach.

4. A method as claimed in claim 1 wherein one of said plural solution functions employs a similarity-based approach.

5. A method as claimed in claim 3 wherein said similarity-based approach accesses prototype cases.

6. A computer support system comprising:

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.

7. A method as claimed in claim 6 wherein said solution engine includes a rule-based engine.

8. A method as claimed in claim 6 wherein said solution engine includes a classification engine.

9. A method as claimed in claim 6 wherein said solution engine includes a similarity-based engine.

10. A method as claimed in claim 9 wherein said similarity-based engine also includes a database of prototype cases.

11. 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 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.

12. A system as claimed in claim 11 wherein said evaluation means determines the number of times said contribution provides a successful solution.

13. A system as claimed in claim 11 wherein said evaluation means further provides said evaluation to said expert.

14. A computer support method comprising:

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.

15. A method as claimed in claim 14 wherein said evaluating involves determining the number of times said contribution provides for a successful automatically generated solution.

16. A method as claimed in claim 14 further comprising providing an evaluation resulting from said evaluating step to said expert.