Data processing: artificial intelligence – Knowledge processing system – Knowledge representation and reasoning technique
Reexamination Certificate
2011-07-19
2011-07-19
Gaffin, Jeffrey A (Department: 2129)
Data processing: artificial intelligence
Knowledge processing system
Knowledge representation and reasoning technique
C700S001000, C709S230000, C370S252000
Reexamination Certificate
active
07984007
ABSTRACT:
A proactive problem resolution system, method of proactive problem resolution and program product therefor. User sensors extract data from user interaction with a computer terminal and pass extracted data to a sniffer agent. The sniffer agent checks for an indication of a user problem by comparing user behavior data against behavior data from previously encountered problems. When the sniffer finds a match, the computer terminal user may be asked if assistance is needed or the user may be automatically referred to the help desk. If a solution already exists for a problem that corresponds to the user behavior, that solution(s) is(are) presented at the computer terminal. Computer terminal users automatically receive problem support, even before it would otherwise be requested.
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Reumann John
Saha Debanjan
Bharadwaj Kalpana
Gaffin Jeffrey A
International Business Machines - Corporation
Law Office of Charles W. Peterson, Jr.
Verminski, Esq. Brian P.
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