SYSTEM AND METHOD FOR PROVIDING DIAGNOSTIC SERVICES

• US 20110218957A1
• Filed: 03/05/2010
• Published: 09/08/2011
• Est. Priority Date: 03/05/2010
• Status: Active Grant

• Current Assignee: Transform Sr Brands, LLC (ESL Investments, Inc.)
• Original Assignee: Sears Brands LLC (Sears Holdings Corporation)
• Inventors: Menefee, Randy L., Kozlowski, Michael J., Hutchinson, David Newman, Coon, Michael Thomas, Adkisson, Timothy Ray
• Granted Patent: US 9,361,637 B2
• Time in Patent Office: Days
• US Class Current: 706/54
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]

Abstract

A request to diagnose a problem with an appliance is provided to a diagnostic system whereupon the diagnostic system functions to interpret the information indicative of the problem with the appliance to thereby normalize the information indicative of the problem with the appliance. The normalized information indicative of the problem with the appliance is then used to select from a knowledge base in which is maintained a plurality of solutions each having associated tags that function to identify concepts and values in a domain model a set of possible solutions for the problem with the appliance. As necessary, information within the set of possible solutions for the problem with the appliance is used to dynamically generate additional questions to thereby obtain further information indicative of the problem with the appliance. The further information indicative of the problem with the appliance may then be used to identify from with the set of possible solutions for the problem with the appliance a subset of best possible solutions for the problem with the appliance. This subset of best possible solutions for the problem with the appliance may then be presented to an end user to thereby allow the end user to perform the repair(s) needed to correct the problem.

Claims

1. A computer-readable media embodied on a physical device having computer-executable instructions for providing appliance related, diagnostic services, the instructions performing steps comprising:

receiving a request to diagnose a problem with an appliance, the request including information indicative of the problem with the appliance;

interpreting the information indicative of the problem with the appliance to thereby normalize the information indicative of the problem with the appliance;

using the normalized information indicative of the problem with the appliance to select from a knowledge base in which is maintained a plurality of solutions each having associated tags that function to identify concepts and values in a domain model a set of possible solutions for the problem with the appliance;

using information within the set of possible solutions for the problem with the appliance to dynamically generate additional questions to obtain further information indicative of the problem with the appliance;

using the further information indicative of the problem with the appliance to identify from with the set of possible solutions for the problem with the appliance a subset of possible solutions for the problem with the appliance; and

presenting the subset of possible solutions for the problem with the appliance to a user of the system.

2. The computer-readable media as recited in claim 1, wherein the request is provided from a user computing device in communication with a service center server having the computer-readable media.

3. The computer-readable media as recited in claim 2, wherein the computing device communicates with the service center server via an Internet connection.

4. The computer-readable media as recited in claim 1, wherein at least one solution for the problem with the appliance within the subset of possible solutions for the problem comprises a link to additional information related to the problem with the appliance.

5. The computer-readable media as recited in claim 4, wherein the additional information comprises a schematic diagram of the appliance.

6. The computer-readable media as recited in claim 4, wherein the additional information comprises a user'"'"'s manual for the appliance.

7. The computer-readable media as recited in claim 4, wherein the additional information comprises a move demonstrating a repair procedure for the appliance.

8. The computer-readable media as recited in claim 1, wherein at least one solution for the problem with the appliance within the subset of possible solutions for the problem comprises a title that functions to identify a problem to which the solution pertains.

9. The computer-readable media as recited in claim 8, wherein at lease one solution for the problem with the appliance within the subset of possible solutions for the problem comprises a core issues field the functions to identify symptoms of the problem to which the solution pertains.

10. The computer-readable media as recited in claim 1, wherein the instructions function to order a repair part needed to repair the appliance for delivery to a location having the appliance.

11. The computer-readable media as recited in claim 1, wherein the instructions function to schedule a service technician to repair the appliance.

12. The computer-readable media as recited in claim 11, wherein the instructions function to locate a repair part needed to repair the appliance and schedule the service technician to repair the appliance considering the location of the repair part.

13. The computer-readable media as recited in claim 1, wherein the instructions function to place a repair part needed to repair the appliance on hold for pickup at a retail location.