Computer support service with solution function updates as a...

Details Computer support service with solution function updates as a... Computer support service with solution function updates as a...

2007-08-14

2007-08-14

Barlow, John (Department: 2863)

Data processing: measuring, calibrating, or testing

Measurement system

Performance or efficiency evaluation

C714S026000, C714S027000

Reexamination Certificate

active

11099851

ABSTRACT:
A solution engine (31) of a vendor's highly-automated adaptive computer support system (10) for a remote customer (20) automatically generates proposed solutions, e.g., sets of support documents, as a function of diagnostic data received from a customer's computer system (23). The automatically generated solution can be subject to expert review (35) prior to publication (37) to the customer, e.g., when the automated system assigns a low confidence level to the solution. In addition, expert review can be triggered by feedback (39) from the customer once a proposed solution is communicated. The diagnostic data, solutions and feedback for an incident are packaged (at41) as a “case” and entered into an historical case database (45). A solution function updater (43) updates the solution function as a function, at least in part, of the expert review and customer feedback.

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patent: WO 00/68793 (2000-11-01), None
patent: WO 03/023649 (2003-03-01), None

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