System and method for providing diagnostic services

• US 9,361,637 B2
• Filed: 03/05/2010
• Issued: 06/07/2016
• Est. Priority Date: 03/05/2010
• Status: Active Grant

• Current Assignee: Transform Sr Brands, LLC (ESL Investments, Inc.)
• Original Assignee: Sears Brands LLC (Sears Holdings Corporation)
• Inventors: Coon, Michael Thomas, Menefee, Randy L., Hutchinson, David Newman, Adkisson, Timothy Ray, Kozlowski, Michael J.
• Primary Examiner(s): Chaki, Kakali
• Assistant Examiner(s): HANCHAK, WALTER P
• Application Number:
  US12/718,376
• Publication Number:
  US 20110218957A1
• Time in Patent Office: 2,286 Days
• Field of Search: None
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]

Abstract

A request to diagnose a problem with an appliance is provided to a diagnostic system whereupon the diagnostic system functions to interpret the information indicative of the problem with the appliance to thereby normalize the information indicative of the problem with the appliance. The normalized information indicative of the problem with the appliance is then used to select from a knowledge base in which is maintained a plurality of solutions each having associated tags that function to identify concepts and values in a domain model a set of possible solutions for the problem with the appliance. As necessary, information within the set of possible solutions for the problem with the appliance is used to dynamically generate additional questions to thereby obtain further information indicative of the problem with the appliance. The further information indicative of the problem with the appliance may then be used to identify from with the set of possible solutions for the problem with the appliance a subset of best possible solutions for the problem with the appliance. This subset of best possible solutions for the problem with the appliance may then be presented to an end user to thereby allow the end user to perform the repair(s) needed to correct the problem.

Claims

1. A non-transitory computer-readable media embodied on a physical device having computer-executable instructions for providing appliance-related, diagnostic services, the instructions performing steps comprising:

receiving a free-form text request from a user interface to diagnose a problem with an appliance, the request including information indicative of the problem with the appliance;

interpreting the information indicative of the problem with the appliance to normalize the information indicative of the problem with the appliance, wherein the interpretation of the information includes replacing a word in the request with a second word and then normalizing the information including the second word into predefined domain attributes;

using the normalized information to select from a knowledge base in which is maintained a plurality of solutions, each solution having associated tags that function to identify concepts and values from a domain model so that the normalized information can be matched to a set of possible solutions for the problem with the appliance, wherein the tags identify at least a symptom of the problem and how the problem manifests itself;

using information within the set of possible solutions for the problem with the appliance to generate additional questions to obtain further information indicative of the problem with the appliance, wherein the additional questions are posed such that the user provides an answer that has a domain value that corresponds to a tag that is associated with a subset of solutions within an initial set of possible solutions;

using the further information to identify a subset of possible solutions for the problem with the appliance from within the initial set of possible solutions; and

presenting the subset of possible solutions for the problem with the appliance and the tags associated with the subset to a user.

2. The non-transitory computer-readable media as recited in claim 1, wherein the request is provided from a user computing device in communication with a service center server having the computer-readable media.

3. The non-transitory computer-readable media as recited in claim 2, wherein the computing device communicates with the service center server via an Internet connection.

4. The non-transitory computer-readable media as recited in claim 1, wherein at least one solution for the problem with the appliance within the subset of possible solutions for the problem comprises a link to additional information related to the problem with the appliance.

5. The non-transitory computer-readable media as recited in claim 4, wherein the additional information comprises a schematic diagram of the appliance.

6. The non-transitory computer-readable media as recited in claim 4, wherein the additional information comprises a user'"'"'s manual for the appliance.

7. The non-transitory computer-readable media as recited in claim 4, wherein the additional information comprises a move demonstrating a repair procedure for the appliance.

8. The non-transitory computer-readable media as recited in claim 1, wherein at least one solution for the problem with the appliance within the subset of possible solutions for the problem comprises a title that functions to identify a problem to which the solution pertains.

9. The non-transitory computer-readable media as recited in claim 8, wherein at least one solution for the problem with the appliance within the subset of possible solutions for the problem comprises a core issues field the functions to identify symptoms of the problem to which the solution pertains.

10. The non-transitory computer-readable media as recited in claim 1, wherein the instructions function to order a repair part needed to repair the appliance for delivery to a location having the appliance.

11. The non-transitory computer-readable media as recited in claim 1, wherein the instructions function to schedule a service technician to repair the appliance.

12. The non-transitory computer-readable media as recited in claim 11, wherein the instructions function to locate a repair part needed to repair the appliance and schedule the service technician to repair the appliance considering the location of the repair part.

13. The non-transitory computer-readable media as recited in claim 1, wherein the instructions function to place a repair part needed to repair the appliance on hold for pickup at a retail location.

14. The non-transitory computer-readable media as recited in claim 1, wherein the interpreting step includes replacing text in the request with an acronym or a synonym of the text.

15. The non-transitory computer-readable media as recited in claim 1, wherein the interpreting step includes replacing misspelled text in the request with text with a proper spelling.

16. The non-transitory computer-readable media as recited in claim 1, wherein the interpreting step includes substituting language in the request with other language.

17. The non-transitory computer-readable media as recited in claim 1, wherein the generation of additional questions includes determining a best question to ask to narrow the set of possible solutions for the problem with the appliance.

18. The non-transitory computer-readable media as recited in claim 1, wherein the interpreting step includes generating problem parameters from a free form text description of the problem input by the user as part of the request and associating the obtained problem parameters with predefined categories used to retrieve possible solutions.

19. The non-transitory computer-readable media as recited in claim 1, wherein the associated tags function to identify symptoms of the problem and how the problem manifests itself.

20. The non-transitory computer-readable media as recited in claim 1, wherein the request to diagnose the problem with the appliance is received from a user interface that is configured to provide role-based access and authoring.