| 摘要 |
A solution engine ( 31 ) of a vendor's highly-automated adaptive computer support system ( 10 ) for a remote customer ( 20 ) automatically generates proposed solutions, e.g., sets of support documents, as a function of diagnostic data received from a customer's computer system ( 23 ). The automatically generated solution can be subject to expert review ( 35 ) prior to publication ( 37 ) to the customer, e.g., when the automated system assigns a low confidence level to the solution. In addition, expert review can be triggered by feedback ( 39 ) from the customer once a proposed solution is communicated. The diagnostic data, solutions and feedback for an incident are packaged (at 41 ) as a "case" and entered into an historical case database ( 45 ). A solution function updater ( 43 ) updates the solution function as a function, at least in part, of the expert review and customer feedback.
|
