Data processing: artificial intelligence – Knowledge processing system – Knowledge representation and reasoning technique
Reexamination Certificate
2007-09-25
2007-09-25
Hirl, Joseph P. (Department: 2129)
Data processing: artificial intelligence
Knowledge processing system
Knowledge representation and reasoning technique
C706S025000, C706S010000
Reexamination Certificate
active
10021203
ABSTRACT:
An apparatus, program product, and method utilize a dynamic, automated, extensible and flexible intelligent agent-based product support “framework” to facilitate the provision of product support services to customers of computer-related products. Agent platforms are utilized on both a customer computer and a product support computer, with different agents configured to execute on one or both of such computers. Automated analysis and/or creation of remedial actions, based upon cross-customer operational data, and often relying upon intelligent agents for many or all of such actions, may be used to decrease product support personnel burden and effort. Publishing control may be provided to limit distribution of certain intelligent agents, as may multi-agent remediation of undesirable operational conditions, where agents from multiple parties collectively address a problem experienced by a customer.
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Bigus Joseph Philip
Egan Carol Ann
Emerick Earl Walter
Reed Terry C.
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