SYSTEM AND METHOD FOR PROVIDING DIAGNOSTIC SERVICES
First Claim
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.
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Accused Products
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.
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Citations
13 Claims
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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:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)
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Specification