Identifying and ranking solutions from multiple data sources

• US 9,672,252 B2
• Filed: 03/08/2012
• Issued: 06/06/2017
• Est. Priority Date: 03/08/2012
• Status: Active Grant

• Current Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Original Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Inventors: Landry, John A, Lezcano, Miguel E, DeRoos, Stephen M, Gagneraud, Eric, Rosa, Cesar Augusto
• Primary Examiner(s): PARK, GRACE A
• Application Number:
  US14/371,514
• Publication Number:
  US 20150052122A1
• Time in Patent Office: 1,916 Days
• CPC Class Codes: G06F 11/0706 the processing taking place on a specific hardware platform or in a specific software environment
• 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 16/24578 using ranking
• CPC Class Codes: G06F 16/248 Presentation of query results

Abstract

Information regarding a computing device can be gathered, such as device information and support information. A plurality of solutions can be identified from multiple data sources based on the gathered information. The identified solutions can be ranked based on the gathered information and based on other information.

Claims

1. A computing, device, comprising:

a processor;

a non-transitory storage medium storing instructions executable on the processor to;

receive a query relating to an error event associated with the computing device;

gather information regarding a model of the computing device, a current status of the computing device, and the error event associated with the computing device;

in response to the query, identify a plurality of solutions based on searching a plurality of different remote electronic data sources over a network, the searching comprising comparing the gathered information regarding the model, the current status, and the error event to metadata stored by the plurality of different remote electronic data sources; and

rank the plurality of solutions based on the gathered information and other information associated with each respective solution of the plurality of solutions that indicates a success rate of the respective solution, wherein the other information comprises an amount of time spent on the respective solution, and the ranking is based on the amount of time spent on the respective solution; and

a user interface to present the plurality of solutions in ranked order according to the ranking.

2. The computing, device of claim 1, wherein the instructions are executable on the processor to compare the gathered information to the metadata stored in an index associated with each remote electronic data source to identify the plurality of solutions.

3. The computing device of claim 1, wherein the other information associated with each respective solution of the plurality of solutions that indicates the success rate of the respective solution comprises forum data from a forum website including user comments on the respective solution, and analysis data regarding the success rate of the respective solution based on past usage of the respective solution.

4. The computing device of claim 3, wherein the instructions are executable on the processor to update the user interface in response to discovering a new solution after identifying the plurality of solutions.

5. The computing device of claim 1, wherein the instructions are executable on the processor to send the gathered information to a server for remote storage of the gathered information.

6. The computing device of claim 1, wherein the plurality of different remote electronic data sources searched over the network in response to the query comprises a website of a manufacturer of the computing device, and a forum website at which users post comments regarding problems and solutions to the problems.

17. The computing device of claim 6, wherein the plurality of different remote electronic data sources searched over the network in response to the query further comprises a website of a provider of a software of the computing device.

7. A method comprising:

receiving a query relating to a support issue of a computing device;

gathering information from the computing device, the gathered information comprising device information regarding a model of the computing device, and support information regarding the support issue of the computing device;

in response to the query, searching, over a network, multiple different remote electronic data sources for a solution to the support issue, each remote electronic data source of the multiple different remote electronic data sources storing information of multiple potential solutions;

identifying a plurality of solutions from the multiple different remote electronic data sources based on the searching that comprises comparing the gathered information comprising the device information regarding the model, and the support information regarding the support issue, to metadata stored by the multiple different remote electronic data sources;

ranking the plurality of solutions based on the gathered information and based on user feedback associated with the plurality of solutions, wherein the user feedback comprises an amount of time spent on each respective solution of the plurality of solutions, and the ranking is based on the amount of time spent on the respective solution; and

returning the plurality of solutions to the computing device according to ranking.

8. The method of claim 7, wherein the query is responsive to input entered by a user via a user interface.

9. The method of claim 7, wherein the support information comprises an error event logged in an error log of the computing device.

10. The method of claim 7, further comprising:

gathering usage information from the computing device regarding which of the plurality of solutions is selected by a user of the computing device; and

generating, data analytics associated with each selected solution based on the usage information.

11. The method of claim 7, wherein the method is performed on a server computer remote from the computing device.

12. The method of claim 7, wherein the method is performed on the computing device.

13. The method of claim 7, further comprising presenting the plurality of solutions via a user interface, the user interface displaying each respective solution of the plurality of solutions grouped according to the electronic data source from which the respective solution is received.

14. The method of claim 7, wherein the multiple different remote electronic data sources searched over the network in response to the query comprises a website of a manufacturer of the computing device, and a website of a provider of a software of the computing device.

15. The method of claim 14, wherein the multiple different remote electronic data sources searched over the network in response to the query further comprises a forum website at which users post comments regarding support issues and solutions to the support issues.

16. A non-transitory machine-readable storage medium encoded with instructions that upon execution cause a system to:

receive a query relating to a support issue associated with a computer;

gather information from the computer, the gathered information comprising system information regarding a model of the computer, and support information regarding the support issue associated with the computer;

in response to the query, search, over a network, multiple different electronic data sources for a solution to the support issue, each remote electronic data source storing information of multiple potential solutions;

identify a plurality of solutions from the multiple different electronic data sources based on the searching that comprises comparing the gathered information comprising the system information regarding the model, and the support information regarding the support issue, to metadata stored by the multiple different electronic data sources;

rank the plurality of solutions based on the gathered information and based on feedback associated with the plurality of solutions, wherein the feedback comprises an amount of time spent on each respective solution of the plurality of solutions, and the ranking is based on the amount of time spent on the respective solution; and

generate a list of the plurality of solutions according to ranking.

18. The non-transitory machine-readable storage medium of claim 16, wherein the multiple different electronic data sources searched over the network in response to the query comprises a website of a manufacturer of the computing device, a website of a provider of a software of the computing device, and a forum website at which users post comments regarding support issues and solutions to the support issues.