Natural language incident resolution

摘要

A natural language incident report resolution method and system are provided. Natural language incident reports received from a user are analyzed to determine a category associated with the incident. A database of existing incidents is analyzed to determine whether a report for the incident has already been submitted. The current status or state of the device associated with the incident is then ascertained and the incident, if new, is added to an incident database. If the incident is preexisting, the incident in the database is updated with the current status. A solution database is then queried to determine any solutions, automatic or manual workflows, that may correct the error or fault associated with the incident. The determined solution is communicated to the device associated with the incident for implementation.

主权项

1. A method for resolving natural language incident reports, comprising:
with a processor, receiving a user submitted natural language incident report corresponding to a natural language description of an incident associated with a multifunction device; analyzing the user submitted natural language incident report so as to determine a category associated with the incident described therein; comparing the received natural language incident report to unresolved incident reports for the same multifunction device stored in an associated database corresponding to the determined category, so as to determine whether the incident described in the received incident report has already been submitted by at least one of the same user, another user, or the same multifunction device and remains unresolved; retrieving current device status data from the same associated multifunction device; adding a new entry to the associated database corresponding to the received natural language incident report and retrieved current device status data responsive to a determination that the incident described in the received incident report does not correspond to an existing incident report; and determining a solution in accordance with the received incident report and the device status data.