Conversational problem determination based on bipartite graph
First Claim
1. A computer-implemented method comprising:
- harvesting a set of symptoms from a conversation between the computer and a user, where the set of symptoms is related to a reported problem;
retrieving a bipartite graph data structure that links possible root causes with possible symptoms from a memory of the computer;
identifying, by the computer, (i) a set of possible root causes of the reported problem based on the set of symptoms and (ii) a probability for each possible root cause in the set of possible root causes, by using the bipartite graph data structure;
identifying one or more possible symptoms in addition to the set of symptoms for the set of possible root causes;
upon determining, by the computer, that at least one possible root cause has a probability that is higher than a threshold, presenting, as part of the conversation, an explanation or solution associated with the at least one possible root cause having a probability that is higher than the threshold; and
upon determining, by the computer, that none of the possible root causes in the set of possible root causes has a probability higher than the threshold, presenting, as part of the conversation, a question based on an information entropy that is computed based on each of the probabilities of the identified possible root causes of the set of root causes,wherein the presented question is selected from a set of candidate questions that are associated with the identified possible symptoms,wherein selecting the question comprises identifying a candidate question among the set of candidate questions that achieves a greatest reduction in the information entropy,wherein the information entropy is computed based on each of the probabilities of the different possible root causes, andwherein the reduction in the information entropy is computed based on probabilities of (i) different possible symptoms associated with the candidate question and (ii) links between the different possible symptoms associated with the candidate question and the possible root causes.
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Abstract
A cognitive conversation system that generates effective diagnostic questions is provided. The cognitive conversation system receives a set of currently known symptoms (or currently available answers to diagnostic questions) of a reported problem or fault. The system identifies (i) a set of possible root causes of the reported problem based on the currently known symptoms and (ii) probabilities for the set of possible root causes by using a bipartite graph data structure that links possible symptoms with possible root causes. Upon determining that at least one possible root cause has a probability that is higher than a threshold, the system presents an explanation or solution associated with the at least one possible root cause. Upon determining that none of the possible root causes in the set of possible root causes has a probability higher than the threshold, the system presents a question based on information entropy that is computed based on probabilities of the identified possible root causes.
21 Citations
13 Claims
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1. A computer-implemented method comprising:
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harvesting a set of symptoms from a conversation between the computer and a user, where the set of symptoms is related to a reported problem; retrieving a bipartite graph data structure that links possible root causes with possible symptoms from a memory of the computer; identifying, by the computer, (i) a set of possible root causes of the reported problem based on the set of symptoms and (ii) a probability for each possible root cause in the set of possible root causes, by using the bipartite graph data structure; identifying one or more possible symptoms in addition to the set of symptoms for the set of possible root causes; upon determining, by the computer, that at least one possible root cause has a probability that is higher than a threshold, presenting, as part of the conversation, an explanation or solution associated with the at least one possible root cause having a probability that is higher than the threshold; and upon determining, by the computer, that none of the possible root causes in the set of possible root causes has a probability higher than the threshold, presenting, as part of the conversation, a question based on an information entropy that is computed based on each of the probabilities of the identified possible root causes of the set of root causes, wherein the presented question is selected from a set of candidate questions that are associated with the identified possible symptoms, wherein selecting the question comprises identifying a candidate question among the set of candidate questions that achieves a greatest reduction in the information entropy, wherein the information entropy is computed based on each of the probabilities of the different possible root causes, and wherein the reduction in the information entropy is computed based on probabilities of (i) different possible symptoms associated with the candidate question and (ii) links between the different possible symptoms associated with the candidate question and the possible root causes. - View Dependent Claims (2, 3, 4, 5)
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6. A computing device comprising:
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a processor; a storage device storing a set of instructions, wherein an execution of the set of instructions by the processor configures the computing device to perform acts, comprising; conducting a conversation over a user interface device; receiving a set of symptoms of a reported problem from the conversation; identifying (i) a set of possible root causes of the reported problem based on the set of symptoms and (ii) a probability for each possible root cause in the set of possible root causes by using a bipartite graph data structure that links possible root causes with possible symptoms; upon determining that at least one possible root cause has a probability that is higher than a threshold, presenting, as part of the conversation, an explanation or solution associated with the at least one possible root cause having a probability that is higher than the threshold; upon determining that none of the possible root causes in the set of possible root causes has a probability higher than the threshold, presenting, as part of the conversation, a question based on an information entropy that is computed based on each of the probabilities of the identified possible root causes of the set of root causes; and identifying one or more possible symptoms in addition to the set of symptoms for the set of possible root causes, wherein the presented question is selected from a set of candidate questions that are associated with the identified possible symptoms, wherein selecting the question comprises identifying a candidate question among the set of candidate questions that achieves a greatest reduction in the information entropy, wherein the information entropy is computed based on the probabilities of the different possible root causes, and wherein the reduction in the information entropy is computed based on probabilities of (i) different possible symptoms associated with the candidate question and (ii) links between the different possible symptoms associated with the candidate question and the possible root causes. - View Dependent Claims (7, 8, 9)
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10. A computer program product comprising:
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one or more non-transitory computer-readable storage device and program instructions stored on at least one of the one or more non-transitory storage devices, the program instructions executable by a processor, the program instructions comprising sets of instructions for; conducting a conversation over a user interface device; receiving a set of symptoms of a reported problem from the conversation; identifying (i) a set of possible root causes of the reported problem based on the set of symptoms and (ii) a probability for each possible root cause in the set of possible root causes by using a bipartite graph data structure that links possible root causes with possible symptoms; identifying one or more possible symptoms in addition to the set of symptoms for the set of possible root causes; upon determining that at least one possible root cause has a probability that is higher than a threshold, presenting, as part of the conversation, an explanation or solution associated with the at least one possible root cause having a probability that is higher than the threshold; and upon determining that none of the possible root causes in the set of possible root causes has a probability higher than the threshold, presenting, as part of the conversation, a question based on an information entropy that is computed based on each of the probabilities of the identified possible root causes of the set of root causes, wherein the presented question is selected from a set of candidate questions that are associated with the identified possible symptoms, wherein selecting the question comprises identifying a candidate question among the set of candidate questions that achieves a greatest reduction in the information entropy, wherein the information entropy is computed based on the probabilities of the different possible root causes, and wherein the reduction in the information entropy is computed based on probabilities of (i) different possible symptoms associated with the candidate question and (ii) links between the different possible symptoms associated with the candidate question and the possible root causes. - View Dependent Claims (11, 12, 13)
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Specification