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Method and apparatus for matching customer symptoms with a database of content solutions

  • US 7,133,866 B2
  • Filed: 10/02/2002
  • Issued: 11/07/2006
  • Est. Priority Date: 10/02/2002
  • Status: Expired due to Fees
First Claim
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1. A method of using a solution-based search query formed from a symptom-based search query for searching a solution-based document database, comprising:

  • identifying at least one symptom-based search term within said symptom-based search query, said symptom-based search query identifying at least one of a perceived condition and an anomalous behavior of a technical environment;

    searching within a synonym database for a match to said at least one symptom-based search term, said synonym database comprised of symptom-based terms correlating to solution-based synonyms and said solution-based synonyms corresponding to metatags associated with solution-based documents of said solution-based document database;

    replacing said at least one symptom-based search term of said symptom-based search query with at least one solution-based synonym corresponding to said metatags of at least one of said solution-based documents to form said solution-based search query; and

    searching said solution-based document database with said solution-based search query, at least one of said solution-based documents of said solution-based document database providing corrective information for said at least one of said perceived condition and said anomalous behavior of said technical environment.

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