Method and apparatus for authoring and optimizing flowcharts
First Claim
1. A computer implemented method for developing and maintaining problem resolution flow charts, comprising:
- authoring by a user a dependency matrix of questions and states describing a problem to be resolved, the matrix being formed by crossing said questions with said states, there being a cell in the matrix corresponding to the intersection of each question and each state, each cell containing one or more answers corresponding to the respective state and a respective answer probability for each said answer, each state having a probability of occurrence;
generating by a computer a problem resolution flowchart from the dependency matrix, said probabilities of occurrence and said answer probabilities being used to optimize the order of said questions in said flowchart; and
testing the problem resolution flowchart.
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Abstract
A method and system for generating problem resolution flowcharts, whereby users do not author flowcharts directly but instead author a dependency matrix of questions and answers related by state or underlying problem cause. After creation of a matrix of questions and answers, a corresponding flowchart is then calculated based on the information in the dependency matrix, and also based on the likelihood of the various problems and their causes. The probabilities of problems and their causes may be estimated or may be calculated from historical data accumulated by use of the flow chart, or some combination of the two. These probabilities are incorporated into the answer cells of the dependency matrix. The resulting flowchart is tested and evaluated, and the results of testing and evaluation are used to make modifications in the matrix of questions and answers. The flowchart is then made available for execution by a problem determination engine, usable by staff at a help center or directly as self-help to a customer over a network. Experience from use of the problem determination engine is accumulated for use in further refinements of the dependency matrix and its probabilities.
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Citations
20 Claims
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1. A computer implemented method for developing and maintaining problem resolution flow charts, comprising:
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authoring by a user a dependency matrix of questions and states describing a problem to be resolved, the matrix being formed by crossing said questions with said states, there being a cell in the matrix corresponding to the intersection of each question and each state, each cell containing one or more answers corresponding to the respective state and a respective answer probability for each said answer, each state having a probability of occurrence; generating by a computer a problem resolution flowchart from the dependency matrix, said probabilities of occurrence and said answer probabilities being used to optimize the order of said questions in said flowchart; and testing the problem resolution flowchart. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system for developing and maintaining problem resolution flow charts, comprising:
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means for authoring a dependency matrix of questions and states describing a problem to be resolved, the matrix being formed by crossing said questions with said states, there being a cell in the matrix corresponding to the intersection of each question and each state, each cell containing one or more answers corresponding to the respective state and a respective answer probability for each said answer, each state having a probability of occurrence; means for automatically generating a problem resolution flowchart from the dependency matrix, said probabilities of occurrence and said answer probabilities being used to optimize the order of said questions in said flowchart; and means for testing the problem resolution flowchart. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18)
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19. A computer implemented system for developing and maintaining problem resolution flow charts, the computer having software modules stored thereon and having a processor operable to execute the software modules, comprising:
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first computer executable code for authoring a dependency matrix of questions and states describing a problem to be resolved, the matrix being formed by crossing said questions with said states, there being a cell in the matrix corresponding to the intersection of each question and each state, each cell containing one or more answers corresponding to the respective state and a respective answer probability for each said answer, each state having a probability of occurrence; second computer executable code for automatically generating a problem resolution flowchart from the dependency matrix, said probabilities of occurrence and said answer probabilities being used to optimize the order of said questions in said flowchart; and third computer executable code for testing the problem resolution flowchart. - View Dependent Claims (20)
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Specification