Method, system and computer program product for iterative distributed problem solving
First Claim
1. A method for automated technical support over the Internet between a client machine and at least one server located remotely from the client machine, comprising the steps of:
- (a) at the server, selecting a diagnostic map useful in gathering diagnostic data for evaluating a given technical problem requiring diagnosis and correction;
(b) forwarding the diagnostic map over the Internet from the server to the client machine;
(c) at the client machine, executing the diagnostic map forwarded from the server to generate a data set indicative of a current operating state of the client machine;
(d) forwarding the data set over the Internet from the client machine to the server for analysis at the server; and
(e) storing each data set forwarded from the client machine to the server in a repository;
(f) based on the analysis performed at the server, repeating steps (a)-(d), iteratively, until given information is available to a user of the client machine to correct the given technical problem; and
(g) generating a new diagnostic map based in part on information in the repository.
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0 Petitions
Accused Products
Abstract
A method, system and computer program product for automated technical support in a computer network having a client machine and at least one server. The method begins by selecting a diagnostic map useful in gathering diagnostic data for evaluating a given technical problem requiring diagnosis and correction. The diagnostic map encapsulates a set of one or more methods that, upon execution, explore the client machine and gather data. The diagnostic map is then executed by a diagnostic engine to generate a data set indicative of a current operating state of the client machine. This data set is forwarded from the client machine to the server for analysis. Based on the analysis performed at the server node, the data gathering process is repeated at the client machine, iteratively, until given information is available to a user of the client machine to correct the given technical problem.
146 Citations
22 Claims
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1. A method for automated technical support over the Internet between a client machine and at least one server located remotely from the client machine, comprising the steps of:
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(a) at the server, selecting a diagnostic map useful in gathering diagnostic data for evaluating a given technical problem requiring diagnosis and correction; (b) forwarding the diagnostic map over the Internet from the server to the client machine; (c) at the client machine, executing the diagnostic map forwarded from the server to generate a data set indicative of a current operating state of the client machine; (d) forwarding the data set over the Internet from the client machine to the server for analysis at the server; and (e) storing each data set forwarded from the client machine to the server in a repository; (f) based on the analysis performed at the server, repeating steps (a)-(d), iteratively, until given information is available to a user of the client machine to correct the given technical problem; and (g) generating a new diagnostic map based in part on information in the repository. - View Dependent Claims (2, 3, 4, 5)
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6. A method for automated technical support in a computer network having a plurality of client machines and at least one server node, comprising the steps of:
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(a) at the server node, selecting a diagnostic map useful in gathering diagnostic data for evaluating a given technical problem requiring diagnosis and correction; (b) forwarding the diagnostic map over the computer network to a given one of the client machines; (c) at the given machine, executing the diagnotic map forwarded from the server node to generate a data set indicative of a current operating state of the given client machine; (d) forwarding the data set over the computer network from the given client machine to the server node for analysis at the server node; (e) analyzing the data set at the server node; (f) based on the analysis at the server node, repeating steps (a)-(e), iteratively, to enable a user of the given client machine to attempt to obtain given information that may be useful in assisting the user to correct the given problem without assistance of a service technician; (g) establishing a connection between the user and a service technician if the user is unable to correct the given technical problem using the iterative diagnostic process of steps (a)-(f); and (h) updating a given diagnostic map following correction of the technical problem. - View Dependent Claims (7)
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8. A computer program product in a computer-readable medium for providing automated technical support over the Internet between a client machine and at least one server, the computer program product executable in the client machine and comprising:
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means responsive to occurrence of a given technical problem requiring diagnosis and correction for initiating an iterative problem solving session; a diagnostic engine executable in a web browser at the client machine and operative during the iterative problem solving session for iteratively executing a set of one or more diagnostic maps to generate one or more respective data sets useful in identifying the given technical problem. - View Dependent Claims (9, 10, 11)
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12. A computer program product in a computer-readable medium for providing automated technical support over the Internet between a client machine and at least one server, the computer program product executable in the client machine and comprising:
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a set of one or more diagnostic maps, each of which encapsulates a set of one or more methods that, upon execution, are capable of exploring the client machine and gathering data; means responsive to occurrence of a given technical problem requiring diagnosis and correction for initiating an iterative problem solving session using the set of one or more diagnostic maps; a diagnostic engine executable in a web browser at the client machine and operative during the iterative problem solving session for iteratively executing the set of one or more diagnostic maps to generate one or more respective data sets useful in identifying and rectifying the given technical problem; and means for establishing a communication path between a user of the client machine and a support technician at the server to facilitate transfer of information during the iterative problem solving session. - View Dependent Claims (13, 14, 15, 16, 18, 19, 20, 21, 22)
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17. Automated technical support system for a computer network having a client machine connectable to a server over the Internet, the system comprising:
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a set of one or more diagnostic maps, each of which encapsulates a set of one or more methods that, upon execution, are capable of exploring the client machine and gathering data; means operative at the client machine and responsive to occurrence of a given technical problem requiring diagnosis and correction for initiating an iterative problem solving session using the set of one or more diagnostic maps; and a diagnostic engine executable in a web browser at the client machine and operative during the iterative problem solving session for iteratively executing the set of one or more diagnostic maps to generate one or more respective data sets useful in identifying the given technical problem; means operative at the server during the iterative problem solving session for evaluating the one or more respective data sets and in response thereto generating information for use in correcting the given technical problem; and means for establishing a communication path between a user of the client machine and a support technician at the server to facilitate transfer of information during the iterative problem solving session.
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Specification