Informing troubleshooting sessions with device data

• US 7,890,318 B2
• Filed: 05/23/2007
• Issued: 02/15/2011
• Est. Priority Date: 05/23/2007
• Status: Active Grant

• Current Assignee: NEC Electronics Corporation (Renesas Electronics Corporation), Xerox Corporation (Xerox Holdings Corp.)
• Original Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Inventors: Castellani, Stefania, Grasso, Antonietta, Kaplan, Aaron N., Roulland, Frederic, Roux, Claude, Thieret, Tracy E., Kramer, Roger, Rockwell, Ronald M., Gusmano, Donald J.
• Primary Examiner(s): Vo, Huyen X.
• Application Number:
  US11/805,456
• Publication Number:
  US 20080294423A1
• Time in Patent Office: 1,364 Days
• Field of Search: 704/1, 704/3, 704/4, 704/7, 704/9, 704/10, 704/257, 704/270, 704/272, 704/251, 704/276, 714/25, 709/223, 1/1
• US Class Current: 704/9
• CPC Class Codes: G06F 11/0733 in a data processing system embedded in an image processing device, e.g. printer, facsimile, scanner
• CPC Class Codes: G06F 11/0793 Remedial or corrective actions recovery from an exception in an instruction pipeline G06F9/3861; by retry G06F11/1402; for recovering from a failure of a protocol instance or entity H04L69/40
• CPC Class Codes: G06F 16/3329 Natural language query formulation or dialogue systems

Abstract

A method for troubleshooting a problem with a device includes acquiring device data for the device, receiving a user'"'"'s query concerning a device in a natural language, presenting possible refinements to at least a portion of the user'"'"'s query for defining a problem statement, presenting candidate solutions that are associated with the defined problem statement in a knowledge base, at least one of the presentation of possible refinements and the presentation of candidate solutions being informed by device data that is linked through a diagnostic model of the device to at least one of the problem statements and candidate solutions.

Claims

1. A method for troubleshooting a problem with a device, comprising:

with a computing device, acquiring device data for the device, the device data including device configuration data;

receiving a user'"'"'s query concerning a device in a natural language;

presenting possible refinements to at least a portion of the user'"'"'s query for defining a problem statement;

providing a diagnostic model of the device, the diagnostic model being defined as a hierarchical structure in which a plurality of nodes of the structure each represent a concept related to the device or to a class of devices to which the device belongs, each of a plurality of the problem statements in the knowledge base being linked to a selected one or more of the concepts represented in the hierarchical structure;

linking, with the computing device, acquired device configuration data to at least one of the problem statements and candidate solutions through the diagnostic model of the device; and

presenting candidate solutions that are associated with the defined problem statement in a knowledge base, at least one of the presentation of possible refinements and the presentation of candidate solutions being informed by acquired device data that is linked through the diagnostic model of the device to at least one of the problem statements and candidate solutions.

2. The method of claim 1, wherein the acquiring of device data for the device includes acquiring the device data from at least one of the device and a diagnostic engine in communication with the device.

3. The method of claim 1, wherein the acquiring of device data for the device further includes acquiring at least one of:

device history data; and

device current status data.

4. The method of claim 3, wherein the acquiring of the device data for the device includes acquiring device diagnostic data, the device diagnostic data being used to modify the ranking of at least one of the presented refinements and solutions that is linked to the device diagnostic data by the diagnostic model where the diagnostic device data identifies a potential problem with the device.

5. The method of claim 3, wherein the acquiring of the device data for the device includes acquiring device diagnostic data, the device diagnostic data comprising one of the group consisting of:

a. a complete diagnosis, which is used to increase the success likelihood of a problem statement or solution to which it relates;

b. a partial diagnosis, which is used to increase the success likelihood of all the problem statements classified under a concept to which it relates; and

c. a degree of confidence, which is used to weight the level of success likelihood of a related problem statement or solution.

6. The method of claim 3, wherein the acquiring of the device data for the device includes acquiring device diagnostic data, the device diagnostic data is being used to identify solutions which are consistent with the device data.

7. The method of claim 3, wherein the acquiring of the device data for the device includes acquiring device history data, the device history data being used to identify solutions which have been previously at least partially attempted on the device.

8. The method of claim 1, wherein the receiving of the user'"'"'s query concerning a device in a natural language includes receiving a query input on a graphical user interface.

9. The method of claim 1, wherein the presenting of possible refinements to at least a portion of the user'"'"'s query includes presenting query refinements in the form of a navigation tree.

10. The method of claim 9, wherein a ranking of the refinements is based at least in part on the device data.

11. The method of claim 9, further comprising, identifying query refinements that are compatible with the device data.

12. The method of claim 11, wherein the identifying includes providing visual indicators for the presented solutions which are compatible with the device data.

13. The method of claim 1, further comprising determining a likelihood of success of a candidate solution based on the device data.

14. The method of claim 1, wherein the presentation of refinements of the user'"'"'s query further comprises presenting subparts of the user'"'"'s query as alternate queries.

15. The method of claim 1, wherein the refinements to the user'"'"'s query are presented as syntactic units selected from the group consisting of noun phrases, prepositional phrases, adverbial phrases, adjectival phrases, verbal syntactic units, and combinations thereof.

16. The method of claim 1, further comprising:

generating the diagnostic model for informing results of a troubleshooting search with device data, comprising;

defining an ontology of a device or class of devices to which the device belongs, the ontology having a tree structure in which nodes of the structure define concepts; and

linking cases in a knowledge base relating to defined problems with the device to selected ones of the nodes, enabling device data relating to a concept to be linked to cases in the knowledge base that are linked to that concept.

17. The method of claim 16, wherein the linking includes applying natural language processing techniques to the cases to detect positive references to a node and distinguish them from neutral references.

18. A method for troubleshooting a problem with a device, comprising:

with a computing device, acquiring device data for the device, including device configuration data,

receiving a user'"'"'s query concerning a device in a natural language;

presenting possible refinements to at least a portion of the user'"'"'s query for defining a problem statement;

presenting candidate solutions that are associated with the defined problem statement in a knowledge base, at least one of the presentation of possible refinements and the presentation of candidate solutions being informed by acquired device data that is linked through a diagnostic model of the device to at least one of the problem statements and candidate solutions, the device configuration data being used to modify, with a computing device, a ranking of at least one of the presented refinements and solutions linked to the device configuration data by the diagnostic model where, from the configuration data, a component which is not in use on the device is identified.

19. A computer program product comprising a non-transitory computer-readable recording medium encoding instructions, which when executed on a computer causes the computer to perform a method comprising:

acquiring device data for a device including device configuration data;

receiving a user'"'"'s query concerning a device in a natural language;

presenting possible refinements to at least a portion of the user'"'"'s query for defining a problem statement; and

presenting candidate solutions that are associated with the defined problem statement in a knowledge base, at least one of the presentation of possible refinements and the presentation of candidate solutions being informed by device configuration data that is linked through a diagnostic model of the device to at least one of the problem statements and candidate solutions, the device configuration data being used to modify the ranking of at least one of the presented refinements and solutions linked to the device configuration data by the diagnostic model where, from the configuration data, it is inferred that a component is not in use in the device.

20. A system for troubleshooting a problem with a device, comprising:

a computing device comprising;

a device data acquisition module which acquires device data for the device including device configuration data;

a text searching module which receives a user'"'"'s query concerning a device in a natural language, generates possible refinements to at least a portion of the user'"'"'s query for defining a problem statement, and retrieves candidate solutions that are associated with the defined problem statement in an associated knowledge base; and

an integration module which integrates device data including device configuration data which is linked in a model of the device with at least one of the possible refinements and candidate solutions for informing the presentation of the possible refinements and presented candidate solution, wherein the acquired device configuration data is used to modify a ranking of at least one of the presented refinements and solutions linked to the device configuration data by the diagnostic model when, from the acquired configuration data, it is inferred that a component to which a refinement or candidate solution relates is not in use on the device.

21. The system of claim 20, further comprising memory which stores acquired device data and the model of the device.

22. The system of claim 20, further comprising a graphical user interface for inputting a user inputs a query and displaying possible refinements and candidate solutions.

23. The system of claim 22, wherein the graphical user interface is configured for representing at least a group of problem statements as a navigation tree in which each of a plurality of selectable nodes comprises an expression representative of at least one syntactic unit in at least one of the identified problem statements and wherein relationships between syntactic units are used in structuring the nodes of the navigation tree, whereby in navigating the tree, a user selects nodes which refine the query.