Collaborative linking of support knowledge bases with visualization of device

• US 8,280,842 B2
• Filed: 03/03/2009
• Issued: 10/02/2012
• Est. Priority Date: 03/03/2009
• Status: Active Grant

• Current Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Original Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Inventors: Roulland, Frederic, Valobra, Pascal, Deng, Ye, Castellani, Stefania, O'Neill, Jacki
• Primary Examiner(s): LU, KUEN S
• Application Number:
  US12/396,506
• Publication Number:
  US 20100229080A1
• Time in Patent Office: 1,309 Days
• Field of Search: 707/603, 707/755
• US Class Current: 707/603
• CPC Class Codes: G06N 5/02 Knowledge representation; Symbolic representation
• CPC Class Codes: G06N 5/04 Inference or reasoning models

Abstract

A system and method which may be implemented at least partly by a computer, are provided for developing a support system. A virtual representation of a device is generated for display on a user interface. Links between components of the virtual representation, which represent components of the device, and corresponding cases in a searchable knowledge base (SKB) are stored. Users can navigate the SKB in search of a solution to a problem with the device with the assistance of the virtual representation which enables actuation of the existing links. The users are able to create new links, each new link linking a component of the virtual representation with a case in the SKB which the user identifies as providing a solution to the problem with the device which is related to the component. The new link is stored for future use by the user or by other users.

Claims

1. A method for developing a support system comprising:

generating a virtual representation of a device for display on a user interface;

storing existing links between components of the virtual representation, which represent components of the device, and corresponding cases in a searchable knowledge base stored in computer memory, the searchable knowledge base including a list of potential problems organized into cases, wherein the cases in the knowledge base are each attached to at least one solution by a solution link;

providing for a user trying to solve an actual problem with the device to navigate the knowledge base in search of a solution to a problem with the device with the assistance of the virtual representation which enables actuation of the existing links and, where a link between a component of the virtual representation and a case in the searchable knowledge base does not exist, providing for the user to create a new link, each new link linking a component of the virtual representation with a case in the knowledge base which the user identifies as providing a solution to the problem with the device which is related to the component; and

storing the new link in computer memory, whereby a user navigating the knowledge base in search of a solution to a problem with a device with the assistance of the virtual representation is able to access the new link.

2. The method of claim 1, further comprising providing for the new link to be validated by an expert prior to storing the new link with the existing links.

3. The method of claim 1, further comprising automatically creating a new link between the user-identified case and a parent component of the newly linked component.

4. The method of claim 1, wherein each linked component includes a plurality of stored attributes selected from the group consisting of:

the component'"'"'s role in the device;

a unique identifier for the component;

a common name for the component;

a status of the component in the device;

permissible user interactions on the component;

an action to be performed before allowing access to the component; and

a description for each possible action on the component.

5. The method of claim 1, further comprising at least one of:

presenting a list of cases that are already linked to the component in order to show how the case proposed to be linked is similar to previous links; and

presenting a list of components that are already linked with cases similar to the case proposed to be linked as potential alternative links.

6. The method of claim 1, further comprising ranking the new link, wherein the ranking is based at least in part on a measure of how successful the link is in subsequent user sessions which include navigating the knowledge base in search of a solution to a problem with the device.

7. The method of claim 1, further comprising logging user sessions which include navigating the knowledge base in search of a solution to a problem with the device to evaluate the new link.

8. The method of claim 1, wherein the creation of the new link includes providing for the user to drag and drop a visual representation of the case on the component in the virtual representation to which it is to be linked.

10. The method of claim 1, further comprising providing for the user to create a new solution link between an additional solution and the case to which the component is linked, and adding the new solution link to the knowledge base.

11. The method of claim 1, wherein the method comprises providing for the user to create a new solution to an existing case, the solution including a series of steps, at least one of the steps being associated with an image derived from the virtual representation, and adding the new solution to the knowledge base.

12. The method of claim 1, further comprising storing a logical structure of the components displayed in the virtual representation, and causing the name of a component to be displayed when a user actuates an area of a screen in which the component of the virtual representation is displayed.

13. The method of claim 1, further comprising:

causing the virtual representation of the device to be displayed on a user interface; and

providing actuable links on the virtual representation, each actuable link linking a component of the device model displayed in the virtual representation with at least one case in the knowledge base, when actuated by a user manipulating the user interface, the actuable link causing at least one of the at least one case to be displayed on the user interface.

16. A computer program product comprising a non-transitory recording medium encoding instructions, which when executed on a computer causes the computer to perform the method of claim 1.

17. A support system comprising memory which stores instructions for performing the method of claim 1 and a processor in communication with the memory for executing the instructions.

18. The support system of claim 17, further comprising:

computer memory which stores;

a 3D device model for generating a virtual representation of a device for display on a user interface, and

a links database which stores the existing links between components of the virtual representation, which represent components of the device, and corresponding cases in an associated searchable knowledge base.

19. The system of claim 18, wherein the 3D device model includes a logical unit which stores a hierarchy of the components in the device whereby, when a new link is created by the user, a link is also created between a parent of the component and the case.

20. The system of claim 18, further comprising a link evaluator which ranks the new link based on information acquired during subsequent user navigations of the knowledge base which utilize the link.

21. The system of claim 18, further comprising a logging component which logs user navigations of the knowledge base.

22. The system of claim 18, wherein the system is hosted by a server computer and wherein the server computer is communicatively linked to a user interface which is configured for displaying the visual representation and actuable links for retrieving and displaying linked cases.

9. A method for developing a support system comprising:

generating a virtual representation of a device for display on a user interface;

storing existing links between components of the virtual representation, which represent components of the device, and corresponding cases in a searchable knowledge base stored in computer memory;

providing for a user to navigate the knowledge base in search of a solution to a problem with the device with the assistance of the virtual representation which enables actuation of the existing links and, where a link between a component of the virtual representation and a case in the searchable knowledge base does not exist, providing for the user to create a new link, each new link linking a component of the virtual representation with a case in the knowledge base which the user identifies as providing a solution to the problem with the device which is related to the component;

providing for the user to specify the new link as a private link which is not accessible to all users; and

storing the new link in computer memory, whereby the user, when navigating the knowledge base in search of a solution to a problem with a device with the assistance of the virtual representation, is able to access the new link.

14. The method of claim 9, wherein the cases in the knowledge base are each attached to at least one solution by a solution link.

15. A method for developing a support system comprising:

generating a virtual representation of a device for display on a user interface;

storing existing links between components of the virtual representation, which represent components of the device, and corresponding cases in a searchable knowledge base stored in computer memory;

providing for a user to navigate the knowledge base in search of a solution to a problem with the device with the assistance of the virtual representation which enables actuation of the existing links and, where a link between a component of the virtual representation and a case in the searchable knowledge base does not exist, providing for the user to create a new link, each new link linking a component of the virtual representation with a case in the knowledge base which the user identifies as providing a solution to the problem with the device which is related to the component;

storing the new link in computer memory, whereby a user, when navigating the knowledge base in search of a solution to a problem with a device with the assistance of the virtual representation, is able to access the new link; and

ranking the new link, wherein the ranking is based at least in part on a measure of how successful the new link is in subsequent user sessions which include navigating the knowledge base in search of a solution to a problem with the device.