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Informing troubleshooting sessions with device data

  • US 20080294423A1
  • Filed: 05/23/2007
  • Published: 11/27/2008
  • Est. Priority Date: 05/23/2007
  • Status: Active Grant
First Claim
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1. A method for troubleshooting a problem with a device, comprising:

  • acquiring device data for the device;

    receiving a user'"'"'s query concerning a device in a natural language;

    presenting possible refinements to at least a portion of the user'"'"'s query for defining a problem statement;

    presenting candidate solutions that are associated with the defined problem statement in a knowledge base, at least one of the presentation of possible refinements and the presentation of candidate solutions being informed by device data that is linked through a diagnostic model of the device to at least one of the problem statements and candidate solutions.

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