| 发明名称 |
SYSTEMS AND METHODS FOR AUTOMATED TROUBLESHOOTING |
| 摘要 |
The present invention relates to systems and methods for automated troubleshooting. User identification is recorded, and the problem to be solved is determined. A series of decision trees are used to guide the user through troubleshooting. If the problem is resolved at any point, the event is logged as successful. This logging includes a listing of the steps taken by the user. The log may be employed to tune the decision tree for more optimal performance in the future. If no successful solutions are achieved, then the session may be forwarded to a human representative for resolution. Part of this forwarding includes classifying the event by at least one failure code. The failure code reflects the steps taken while guiding the user. |
| 申请公布号 |
US2015032669(A1) |
申请公布日期 |
2015.01.29 |
| 申请号 |
US201414318671 |
申请日期 |
2014.06.29 |
| 申请人 |
Winnick Daniel M. |
发明人 |
Winnick Daniel M. |
| 分类号 |
G06N5/04;G06F17/30 |
主分类号 |
G06N5/04 |
| 代理机构 |
|
代理人 |
|
| 主权项 |
1. A method for automated troubleshooting comprising:
recording user identification; determining a problem to be solved; assessing the user's technical competency level; guiding the user through a decision tree using an automated system with a processor, wherein the decision tree is based upon the user's technical competency level; and recording steps taken, while guiding the user, as an event. |
| 地址 |
Orinda CA US |
