Computer support service with solution function updates as a function of pre-delivery expert changes to automatically generated solutions
First Claim
1. A computer support system comprising:
- a solution engine for applying a solution function to diagnostic data regarding a computer system of a customer to provide an automatically-generated solution;
an expert review function for presenting said diagnostic data and said automatically-generated solution to an expert and accepting changes to said solution from said expert so as to provide an expert solution; and
a delivery function for presenting a customer solution including at least one of said automatically-generated solution and said expert solution to said customer,wherein said solution engine applies solution functions to said diagnostic data to obtain plural partial solutions, said solution engine including a solution combiner for combining said partial solutions to obtain said automatically-generated solution, said solution functions being updateable using different artificial-intelligence approaches and by updates made by the expert.
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0 Petitions
Accused Products
Abstract
A solution engine (31) of a vendor'"'"'s highly-automated adaptive computer support system (10) for a remote customer (20) automatically generates proposed solutions, e.g., sets of support documents, as a function of diagnostic data received from a customer'"'"'s computer system (23). The automatically generated solution can be subject to expert review (35) prior to publication (37) to the customer, e.g., when the automated system assigns a low confidence level to the solution. In addition, expert review can be triggered by feedback (39) from the customer once a proposed solution is communicated. The diagnostic data, solutions and feedback for an incident are packaged (at 41) as a “case” and entered into an historical case database (45). A solution function updater (43) updates the solution function as a function, at least in part, of the expert review and customer feedback.
35 Citations
18 Claims
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1. A computer support system comprising:
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a solution engine for applying a solution function to diagnostic data regarding a computer system of a customer to provide an automatically-generated solution; an expert review function for presenting said diagnostic data and said automatically-generated solution to an expert and accepting changes to said solution from said expert so as to provide an expert solution; and a delivery function for presenting a customer solution including at least one of said automatically-generated solution and said expert solution to said customer, wherein said solution engine applies solution functions to said diagnostic data to obtain plural partial solutions, said solution engine including a solution combiner for combining said partial solutions to obtain said automatically-generated solution, said solution functions being updateable using different artificial-intelligence approaches and by updates made by the expert. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A computer support method comprising:
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receiving diagnostic data from a computer system of a customer; automatically generating an automatically-generated solution as a solution function of said diagnostic data; providing said automatically-generated solution to an expert and accepting changes thereto by said expert to establish an expert solution; delivering said expert solution to a customer; updating said solution function at least in part as a function of said changes, wherein said automatically generating involves generating partial solutions using respective ones of a plural artificial-intelligence approaches and combining said partial solutions to yield said automatically-generated solution. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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Specification