Automatic classification of event data
First Claim
1. A method of providing electronic support from a server to a client comprising:
- at the client;
(a) monitoring the client for events requiring support;
(b) upon the occurrence of an event requiring support, obtaining user authority to transmit data associated with the event requiring support to the server;
(c) gathering data associated with the event requiring support;
(d) generating a message containing the event data; and
(e) transmitting the message to the server;
at the server;
(f) receiving the event data from the client;
(g) extracting the event data from the message;
(h) applying the event data to support vector machines to obtain probability scores;
(i) using the probability scores to identify which, if any, categories are probable causes of the event requiring support;
(j) formulating a response containing resolution information based on the category or categories, if any, that were identified as probable causes of the event requiring support; and
(k) transmitting the response to the client; and
at the client;
(l) receiving the response formulated by the server; and
(m) providing support based on the response from the server.
1 Assignment
0 Petitions
Accused Products
Abstract
A method and computer-readable medium for providing electronic support and assistance from a server to a client are disclosed. An agent residing on the client monitors events requiring support, such as faults and error messages. When an event requiring support occurs, the client agent collects data associated with the event, formulates a message, and transmits the message to the server. The server applies the event data to support vector machines that classify the data into categories and produce probability scores for each category. Category probability scores that exceed a threshold value cause the server to formulate and transmit a response containing category-specific resolution information to the client. When no matching categories are identified, the response so indicates. After receiving the response, the client automatically provides support to resolve the event.
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Citations
40 Claims
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1. A method of providing electronic support from a server to a client comprising:
at the client; (a) monitoring the client for events requiring support; (b) upon the occurrence of an event requiring support, obtaining user authority to transmit data associated with the event requiring support to the server; (c) gathering data associated with the event requiring support; (d) generating a message containing the event data; and (e) transmitting the message to the server; at the server; (f) receiving the event data from the client; (g) extracting the event data from the message; (h) applying the event data to support vector machines to obtain probability scores; (i) using the probability scores to identify which, if any, categories are probable causes of the event requiring support; (j) formulating a response containing resolution information based on the category or categories, if any, that were identified as probable causes of the event requiring support; and (k) transmitting the response to the client; and at the client; (l) receiving the response formulated by the server; and (m) providing support based on the response from the server. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A method of providing electronic support from a server to a client comprising at the client:
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(a) monitoring the client for events requiring support; (b) upon the occurrence of an event requiring support, obtaining user authority to transmit data associated with the event requiring support to the server, (c) gathering data associated with the event requiring support; (d) generating a message containing the event data; (e) transmitting the message to the server; (f) receiving a response formulated by a server responding to the event data transmitted to the server; and (g) providing support based on the response. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26)
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27. A method of providing electronic support from a server to a client machine comprising at the server:
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(a) receiving the message from the client containing event data; (b) extracting the event data from the message; (c) applying the event data to support vector machines to obtain probability scores; (d) using the probability scores to identify which, if any, categories are probable causes of the event data received from the client; (e) formulating a response containing resolution information based on the category or categories, if any, that were identified as probable causes of the event data received from the client; and (f) sending the response to the client. - View Dependent Claims (28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40)
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Specification