Event resolution

摘要

Apparatus, systems, and methods that operate to assist in resolving both expected and unexpected events that occur in the course of business operations are disclosed. Activities may include detecting the occurrence of an alert event, determining whether the alert event is an expected event or an unexpected event, presenting a resolution sequence for the expected event, and soliciting a new event resolution path for the unexpected event. Further activities may include determining an alert event is an unexpected event, displaying an alert message associated with the unexpected event, and soliciting recommendations to form a new event resolution path to be presented upon determining a new event has occurred that is similar to the alert event. Additional apparatus, systems, and methods are disclosed.

主权项

1. A computer implemented method, comprising:
using one or more processors to perform at least a portion of one or more of the following: detecting by an alert system executed by the one or more processors occurrence of an alert event; determining by a dispatcher executed by the one or more processors whether the alert event is an expected event or an unexpected event, wherein the expected event corresponds to an event previously associated with a resolution sequence and the unexpected event is not associated with any pre-existing resolution sequence; presenting by a guided procedure module executed by the one or more processors the resolution sequence for the expected event; soliciting by a graphical user interface executed by the one or more processors a new event resolution path for the unexpected event; determining search results for a user in response to a search query for information for resolving the unexpected event; dynamically determining a context of the unexpected event, based at least in part on a user request to save one or more of the search results to the context of the unexpected event; determining a list of recommended actions associated with at least one prior event determined to be similar to the context of the unexpected event; ranking the list based on a matching degree between the context of the unexpected event and a previously stored context of the at least one prior event; receiving user ratings of at least one of the recommended actions, wherein the user ratings are stored within the context of the unexpected event; and weighting the ranking of the list of recommended actions, based on the user ratings of at least one of the recommended actions.