CLOUD-BASED DIAGNOSTICS AND REMEDIATION
First Claim
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1. A system comprising:
- a diagnostic engine comprising a processor configured to recommend diagnostic scripts for addressing symptoms identified in a user device;
a device input module configured to accept user-defined symptoms and device specifications for a target device operatively coupled with the diagnostic engine;
a knowledge database containing a plurality of diagnostic case hierarchies describing possible diagnostic solutions for a plurality of technical problems;
a generative rule engine configured to analyze the effectiveness of diagnostic solutions for solving past technical problems and to provide effectiveness data to the user device for diagnosing a symptom;
wherein the diagnostic engine further comprises;
a remediation module configured to analyze the user-identified symptoms, device specifications, diagnostic case hierarchies, and effectiveness data in order to recommend one or more remediation inference for diagnostically solving the user-identified symptoms,a script packaging module configured to package one or more scripts based on the remediation inference for execution on the user device which, when executed on the user device, run a diagnostic test to determine a cause of the user-defined symptom and to recommend a solution to the user-defined symptom; and
a feedback module configured to accept feedback from a user device describing the effectiveness of the recommended diagnostic solutions, and wherein the feedback is provided to the generative rule engine to use in future analysis.
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Abstract
Troubleshooting a technical problem on a user device using a network-based remediation platform. Receiving problem statements relating to technical problems associated with a user device, activating a domain of cases, assigning a score for the cases based on a scoring algorithm, and determining one or more remediation actions to suggest based on the score.
62 Citations
10 Claims
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1. A system comprising:
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a diagnostic engine comprising a processor configured to recommend diagnostic scripts for addressing symptoms identified in a user device; a device input module configured to accept user-defined symptoms and device specifications for a target device operatively coupled with the diagnostic engine; a knowledge database containing a plurality of diagnostic case hierarchies describing possible diagnostic solutions for a plurality of technical problems; a generative rule engine configured to analyze the effectiveness of diagnostic solutions for solving past technical problems and to provide effectiveness data to the user device for diagnosing a symptom; wherein the diagnostic engine further comprises; a remediation module configured to analyze the user-identified symptoms, device specifications, diagnostic case hierarchies, and effectiveness data in order to recommend one or more remediation inference for diagnostically solving the user-identified symptoms, a script packaging module configured to package one or more scripts based on the remediation inference for execution on the user device which, when executed on the user device, run a diagnostic test to determine a cause of the user-defined symptom and to recommend a solution to the user-defined symptom; and a feedback module configured to accept feedback from a user device describing the effectiveness of the recommended diagnostic solutions, and wherein the feedback is provided to the generative rule engine to use in future analysis. - View Dependent Claims (2, 3, 4)
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5. A method of troubleshooting comprising:
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receiving a problem statement relating to a technical problem associated with a user device; activating a domain comprising a plurality of database items containing an object identified in the problem statement; assigning a score to each database item in the plurality of database items; determining whether a score for any of the database items exceeds a threshold score; if a score of a database item exceeds a threshold score, delivering a remediation object associated with the database items to the user device; if a score of a database item does not exceed a threshold score, iteratively activating and scoring additional domains until a database item having a score exceeding the threshold score is identified. - View Dependent Claims (6, 7, 8, 9, 10)
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Specification