Continuous language-based prediction and troubleshooting tool

• US 6,772,374 B2
• Filed: 04/30/2001
• Issued: 08/03/2004
• Est. Priority Date: 04/30/2001
• Status: Expired due to Term

• Current Assignee: Micro Focus LLC (Open Text Corporation)
• Original Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Inventors: Suermondt, Henri Jacques, Forman, George H.
• Primary Examiner(s): Baderman, Scott
• Assistant Examiner(s): Damiano, Anne L.
• Application Number:
  US09/846,007
• Publication Number:
  US 20020162056A1
• Time in Patent Office: 1,191 Days
• Field of Search: 714/46, 714/4, 714/57, 707/6, 705/26
• US Class Current: 714/46
• CPC Class Codes: G06F 11/2257 using expert systems
• CPC Class Codes: Y10S 707/99936 Pattern matching access

Abstract

A real time, computerized, method, system, and method of doing business with respect to troubleshooting and resolving installed base product failures. A client establishes a link with the business server, filing a report describing the product and failure mode in plain text. The server compares the failure mode plain text to a historical data base, associating maintained keywords likely to appear in the report to product subunits associated with failure modes. Based on the comparison, the server calculates and transmits to the client predictions of resolving the failure. The client is provided with on-line capability for selecting and ordering replacements. The process is continuous, iterative, and interactive.

Claims

1. A computerized diagnostic system comprising:

a data base correlating product information with keywords related to failure modes;

an interface program for receiving plain text related to the failure modes and for comparing said plain text to the keywords and for predicting probabilities of potential solutions to said failure modes based upon said comparing, the interface program including program routines for ordering solutions associated with said failure modes, and program routines for providing cost analysis for said ordering selected ones of the potential solutions.

2. The system as set forth in claim 1, the interface program comprising:

an interactive program between a server and a client.

3. The system as set forth in claim 2, the interface program further comprising:

question-and-answer sessions interspersed with said receiving plain text words related to the failure modes.

4. The system as set forth in claim 1, the interface program further comprising:

program means for updating the data base based on a session of said comparing said plain text words to the keywords and predicting probabilities of potential solutions.

5. The system as set forth in claim 1, the interface program further comprising:

program routines for providing probability of ordered selected ones of the potential solutions of resolving a specific failure mode associated therewith.

6. A method for troubleshooting product failures, the method comprising:

providing a data base correlating product information with keywords related to failure modes;

using a network link, rerorting at least one specific one of said failure modes of at least one product;

in real time, comparing correlated product information from said data base to said reporting at least one specific one of said failure modes and based on said comparing, predicting probabilities of effectiveness of potential solutions to curing said at least one specific one of said failure modes; and

providing cost analysis for ordering selected ones of the potential solutions.

7. The method as set forth in claim 6, using a network link further comprising:

establishing computerized communications between a server local to said data base and a remote client.

8. The method as set forth in claim 6, said reporting further comprising:

describing said at least one specific one of said failure modes in a plain text format.

9. The method as set forth in claim 6, further comprising:

updating the data base based on a cycle of said comparing and final selected ones of the potential solutions.

10. The method as set forth in claim 6, further comprising:

ordering solutions associated with said failure modes across said link.

11. The method as set forth in claim 6, further comprising:

providing probability of ordered selected ones of the potential solutions of resolving a specific failure mode associated therewith.

12. A method of doing business with respect to troubleshooting and providing solutions to reported failures of installed base products, wherein an entity doing said business maintains a data base of product information correlated to failure mode scenario information as represented by keywords, the method comprising:

establishing a server having an internet access site;

providing a resolution prediction troubleshooting tool at said site;

allowing client access to said site via a browser;

following client access of the site, receiving a client generated report of at least one specific one of said failures of at least one installed base product; and

in real time, comparing the keywords to said report and based on said comparing, predicting probabilities of potential solutions to curing a specific failure represented by said report and transmitting said probabilities to said client, said transmitting including providing cost analysis for ordering selected ones of the potential solutions.

13. The method as set forth in claim 12, further comprising:

said client generated report is adapted for describing said at least one specific one of said failure modes in a plain text format.

14. A The method as set forth in claim 12, further comprising:

updating the data base based on a current cycle of said comparing and predicting.

15. The method as set forth in claim 14, said updating further comprising:

updating the data base based on previous predictions that were accepted as a part ordered solution.

16. The method as set forth in claim 12, further comprising:

said client is provided with means for ordering solutions associated with said failure modes across said link.

17. The method as set forth in claim 16, further comprising:

shipping ordered solutions to said client.

18. The method as set forth in claim 12, said comparing further comprising:

transmitting to said client question-and-answer questions related to said keywords.

19. The method as set forth in claim 12, further comprising:

using voice recognition programs for said receiving.

20. The method as set forth in claim 12, said cost analysis further comprising:

explaining recommended solutions based on costs and probability of likelihood of curing said specific failure.