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Automated adaptive computer support system generating problem solutions having confidence levels used to determine whether human expert intervention is required
Automated adaptive computer support system generating problem solutions having confidence levels used to determine whether human expert intervention is required
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机译:自动化的自适应计算机支持系统生成问题解决方案,该解决方案的置信度用于确定是否需要人工干预
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摘要
A solution engine of a vendor's highly-automated adaptive computer support system for a remote customer automatically generates proposed solutions, e.g., sets of support documents, as a function of diagnostic data received from a customer's computer system. The automatically generated solution can be subject to expert review prior to publication 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 from the customer once a proposed solution is communicated. The diagnostic data, solutions and feedback for an incident are packaged as a “case” and entered into a historical case database. A solution function updater updates the solution function as a function, at least in part, of the expert review and customer feedback.
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