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Computer support service with solution function updates as a function of pre-delivery expert changes to automatically generated solutions
Computer support service with solution function updates as a function of pre-delivery expert changes to automatically generated solutions
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机译:计算机支持服务,其解决方案功能根据交付前专家对自动生成的解决方案的更改而更新
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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.
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