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Proactive problem resolution system, method of proactive problem resolution and program product therefor

  • US 7,984,007 B2
  • Filed: 01/03/2007
  • Issued: 07/19/2011
  • Est. Priority Date: 01/03/2007
  • Status: Expired due to Fees
First Claim
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1. A proactive problem resolution system comprising:

  • a plurality of user sensors collecting data on computer terminal interactions with applications displayed on a computer terminal, wherein the user sensors include a keystroke logger and a program exit code interceptor;

    a sniffer agent monitoring user sensor results and identifying computer terminal interaction patterns indicating a user at said computer terminal is encountering a problem;

    a behavior database including previously encountered behavior that indicates user problems, said sniffer agent comparing identified said patterns with behavior associated with previously encountered said user problems;

    a solution database including identified solutions for said previously encountered user problems; and

    a proactive log storing collected said user sensor results.

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