METHODS AND SYSTEMS FOR AUTOMATED ISSUE RESOLUTION

• US 20140025588A1
• Filed: 07/20/2012
• Published: 01/23/2014
• Est. Priority Date: 07/20/2012
• Status: Abandoned Application

• Current Assignee: Amdocs Development Limited (Amdocs Ltd.), Amdocs Software Systems Limited (Amdocs Ltd.)
• Original Assignee: Amdocs Software Systems Limited (Amdocs Ltd.)
• Inventors: Chinnappa, Shanmugam
• Application Number:
  US13/554,357
• Publication Number:
  US 20140025588A1
• Time in Patent Office: Days
• US Class Current: 705/304
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 30/01 Customer relationship services

Abstract

Methods and systems for resolving problems are disclosed. The methods and systems receive a communication regarding a first symptom of an underlying problem. In addition, the methods and systems perform operations to resolve the problem. If the problem is resolved, the methods and systems identify the problem by comparing the performed operations to a model. The methods and systems wait for a first amount of time and, after waiting for the first amount of time, determine whether a second symptom indicative of the problem is present. In some embodiments, if the problem is present the methods and systems attempt to resolve the problem. In addition, in some embodiments, if the problem is not present, the methods and systems mark the problem as resolved.

Claims

1. A method for resolving problems, comprising:

storing an identified problem associated with a communication regarding a first symptom of a first problem with a user device, wherein the identified problem corresponds to a particular problem, from a set of possible problems, selected by;

comparing, by a processor, a set of stored operations, performed to resolve the first problem, to a model, wherein the model comprises a mapping between a set of possible operations and the set of possible problems;

monitoring, by a processor, data from a computer system associated with the user device for a second symptom of the stored identified problem;

determining, by a processor, that the second symptom of the identified problem is present in the monitored data; and

performing a second set of operations to resolve the identified problem based on the determination that the second symptom of the identified problem is present in the monitored data.

2. The method of claim 1, wherein the model comprises symptoms associated with the set of possible problems.

3. The method of claim 1, further comprising:

waiting, after the resolution of the first problem, for a first predetermined amount of time before performing the monitoring.

5. The method of claim 3, further comprising:

waiting for a second predetermined amount of time after performing the second set of operations; and

determining a third symptom indicative of the identified problem is present after waiting for the second predetermined amount of time.

6. The method of claim 5, wherein the first symptom, the second symptom, and the third symptom are the same symptom.

7. The method of claim 5, wherein the second predetermined amount of time is greater than the first predetermined amount of time.

8. The method of claim 1, wherein the first problem is a malfunctioning device.

9. The method of claim 8, wherein the set of stored operations are performed by a second device different from the malfunctioning device.

10. The method of claim 9, wherein the second device is in communication with the malfunctioning device.

21. The method of claim 1, wherein the first predetermined amount of time comprises a day, a week, or a month.

4. (canceled)

11. A system for resolving problems, comprising:

a processor;

a memory;

program code stored in the memory, which, when executed by the processor, causes the system to perform the steps of;

storing an identified problem associated with communication regarding a first symptom of a first problem with a user device, wherein the identified problem corresponds to a particular problem, from a set of possible problems, selected by;

comparing a set of stored operations, performed to resolve the first problem, to a model, wherein the model comprises a mapping between a set of possible operations and a set of possible problems;

monitoring data from a computer system associated with the user device for a second symptom of the stored identified problem;

determining that the second symptom of the identified problem is present in the monitored data;

performing a second set of operations to resolve the identified problem based on the determination that the second symptom of the identified problem is present in the monitored data.

12. The system of claim 11, wherein the model comprises symptoms associated with the set of possible problems.

13. The system of claim 11, wherein the program code stored in the memory, when executed by the processor, further causes the system to perform the step of:

waiting, after the resolution of the first problem, for a first predetermined amount of time before performing the monitoring.

15. The system of claim 13, wherein the program code stored in the memory, when executed by the processor, further causes the system to perform the steps of:

waiting for a second predetermined amount of time after performing the second set of operations; and

determining a third symptom indicative of the identified problem is present after waiting for the second predetermined amount of time.

16. The system of claim 15, wherein the first symptom, the second symptom, and the third symptom are the same symptom.

17. The system of claim 15, wherein the second predetermined amount of time is greater than the first predetermined amount of time.

18. The system of claim 11, wherein the first problem is a malfunctioning device.

19. The system of claim 18, wherein the set of stored operations are performed by a second device different from the malfunctioning device.

20. The system of claim 19, wherein the second device is in communication with the malfunctioning device.

22. The system of claim 11, wherein the first predetermined amount of time comprises a day, a week, or a month.

14. (canceled)