Personalized diagnostics, troubleshooting, recovery, and notification based on application state

A computing device to provide personalized diagnostics, troubleshooting, recovery, and notification based on an application state, the computing device comprising:

• a communication interface configured to facilitate communication between the computing device and one or more servers;
• a memory configured to store instructions;
• and
• one or more processors coupled to the memory, wherein the one or more processors, in conjunction with the instructions stored in the memory, are configured to execute a productivity service, the productivity service comprising:
• one or more productivity applications and an assistance application, wherein the assistance application is configured to:
• determine an encountered error associated with one of the one or more productivity applications;
• retrieve information associated with one or more of telemetry data, user credential data, system configuration data, device configuration data, and application state data;
• analyze the encountered error in view of the retrieved information and an encountered error database in order to identify a plurality of potential resolutions for the encountered error;
• in response to identifying the plurality of potential resolutions for the encountered error, iteratively perform a plurality of corresponding recovery actions for the identified plurality of potential resolutions, update the encountered error database based on an analysis of the encountered error, the identified plurality of potential resolutions, the retrieved information, a determined level of success for the identified plurality of potential resolutions, and a number of iterations required to resolve the encountered error;
• and
• provide information associated with the encountered error, analysis results, and the identified plurality of resolutions to a data insights database.

A system for providing personalized diagnostics, troubleshooting, recovery, and notification based on an application state, the system comprising:

• a first server executing a productivity service;
• and
• a second server communicatively coupled to the first server and executing an assistance service, the assistance service configured to:
• determine an encountered error associated with an application associated with the productivity service;
• receive information associated with one or more of telemetry data, user credential data, system configuration data, device configuration data, and application state data;
• and
• analyze the encountered error in view of the received information and an encountered error database in order to identify a plurality of potential resolutions for the encountered error;
• in response to identifying the plurality of potential resolutions for the encountered error, iteratively perform a plurality of corresponding recovery actions for the identified plurality of potential resolutions, updating the encountered error database based on an analysis of the encountered error, the identified plurality of potential resolutions, the retrieved information, a determined level of success for the identified plurality of potential resolutions, and a number of iterations required to resolve the encountered error, and
• provide information associated with the encountered error, analysis results, and the identified resolution to a data insights database.