SYSTEMS AND METHODS FOR GENERATING AND DISTRIBUTING EXECUTABLE PROCEDURES FOR TECHNICAL DESK-SIDE SUPPORT

摘要

Systems and methods are provided for dynamically generating computer executable technical support procedures, as well as updating/augmenting such executable procedures, by tracking and processing sequences of actions (execution traces) that are taken by experts (or users) when performing a procedure or when executing an executable procedure. In one aspect, a method for generating and distributing a reusable executable procedure includes observing an expert executing a given procedure or task (step 101) (e.g., monitoring and recording a sequence of steps/actions (e.g., mouse clicks, keyboard actions, etc.) that are taken by an expert (or user) when manually performing a task/procedure on, e.g., a machine that is to be repaired or upgraded), and recording annotations (step 102) that may be made by the expert to explain why certain actions are taken or why certain decisions are made. The captured sequence of actions and recorded annotations are converted to an annotated execution trace that represents the execution of the procedure, which is stored in a procedure database (step 103). One or more corresponding/related procedure execution traces are retrieved from the procedure database (step 104) and then aligned (step 105) to identify/match corresponding/related steps/actions between the different procedure traces. The aligned traces are then generalized (step 106) to produce an executable procedure. The aligned traces are generalized by, e.g., identifying differences between corresponding steps of different traces, explaining them, and abstracting them into a logical description of the action to be performed at each step, to produce the executable procedure. The executable procedure can be subsequently retrieved and executed as required (step 107).