# US 10,372,523 B2 · Analysis system and method for intelligent customer service based on common sequence pattern > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 10,372,523 B2 - Document ID: US10372523B2 - Status: Granted - Kind: B2 - Application number: 14/064,312 - Filed: 2013-10-28 - Published: 2014-05-01 - Granted: 2019-08-06 - Earliest claimed: 2012-10-29 - Assignees: EMC IP Holding Company LLC - Applicants: EMC Corporation - Inventors: Chao Chen; Yu Fu; Jove Qianjie Zhong; Jingjing Liu; Qiyan Chen - Web page: https://patentgrep.com/patent/US10372523B2 ## CPC - G06F 11/079: {Root cause analysis, i.e. error or fault diagnosis (in a hardware test environment G06F11/22; in a software test environment G06F11/36)} - G06F 11/0706: {the processing taking place on a specific hardware platform or in a specific software environment} - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) ## Abstract The present invention provides a method and system for information analysis. The method extracts a plurality of metadata from a source information set so as to generate a metadata set, the metadata comprising error log information that forms an error sequence in the metadata set; and generates a common error sequence set for a plurality of the metadata sets. By means of the method, it is possible to easily obtain a global error sequence pattern, and easily compare a new error with a previous error sequence pattern so as to prevent, diagnose and recover the new error. ## Claims ### Claim 1 A computer-executable method for information analysis using an analysis system including one or more processors, comprising: extracting, using the one or more processors, metadata from a source information set creating a metadata set, the metadata comprising error log information that forms an error sequence in the metadata set; generating a common error sequence set for the metadata set by comparing the metadata set to a previously generated metadata set; filtering invalid common error sequences, wherein the analysis system is enabled to place invalid common error sequences in a pattern blacklist for future filtering; periodically analyzing the pattern blacklist to determine whether valid common error sequences were placed in the pattern blacklist; and providing and storing the common error sequence set in a repository to enable diagnosis of future errors. ### Claim 2 (depends on 1) The computer-executable method according to claim 1, further comprising: wherein the metadata comprises time information; and normalizing the time information in the metadata set. ### Claim 3 (depends on 1) The computer-executable method according to claim 1, further comprising: de-duplicating error log information in the metadata set. ### Claim 4 (depends on 3) The computer-executable method according to claim 3, wherein the de-duplicating error log information comprises removing messages of one or more types of: totally the same error logs, error logs that are totally the same except the non-critical parts, error logs with the same critical parts, and user-confirmed duplicated error logs. ### Claim 5 (depends on 3) The computer-executable method according to claim 3, wherein the de-duplicating error log information comprises implementing by machine learning and/or users. ### Claim 6 (depends on 1) The computer-executable method according to claim 1, wherein the extracted metadata is metadata in a defined source. ### Claim 7 (depends on 1) The computer-executable method according to claim 1, wherein the generating a common error sequence set for a plurality of the metadata sets comprises: generating a common error sequence set for every two metadata sets of the plurality of the metadata sets; and merging the common error sequence sets generated for every two metadata sets into a common error sequence set of the plurality of the metadata sets. ### Claim 8 (depends on 7) The computer-executable method according to claim 7, wherein the generating a common error sequence set for every two metadata sets of the plurality of the metadata sets is implemented in parallel. ### Claim 9 (depends on 7) The computer-executable method according to claim 7, wherein the merging the common error sequence sets generated for every two metadata sets into a common error sequence set of the plurality of the metadata sets further comprises: making statistics regarding how many times each common error sequence occurs. ### Claim 10 (depends on 1) The computer-executable method according to claim 1, wherein the error sequence identifies relations between the error log information. ### Claim 11 (depends on 1) The computer-executable method according to claim 1, wherein the source information comprises information related to one or more of: application logs, system events, system logs, process dumps, thread dumps, user records, and application records; and/or the error log information comprises information related to one of more of: runtime error, warn, and DEBUG. ### Claim 12 (depends on 1) The computer-executable method according to claim 1, wherein the metadata further comprises log level and/or sources of the error log information. ### Claim 13 (depends on 1) The computer-executable method according to claim 1, wherein the common error sequence set comprises an error sequence set formed by the same error log information in the plurality of the metadata sets. ### Claim 14 (depends on 13) The computer-executable method according to claim 13, wherein a length of the error sequence formed by the same error log information is longer than a defined threshold. ### Claim 15 (depends on 13) The computer-executable method according to claim 13, wherein a judgment criterion for being the same is defined by users. ### Claim 16 A system, comprising: an analysis system including one or more processors; and computer-executable program logic encoded in memory of one or more computers enabled to analyze information using the analysis system, wherein the computer-executable program logic is configured for the execution of: extracting, using the one or more processors, metadata from a source information set creating a metadata set, the metadata comprising error log information that forms an error sequence in the metadata set; generating a common error sequence set for the metadata set by comparing the metadata set to a previously generated metadata set; filtering invalid common error sequences, wherein the analysis system is enabled to place invalid common error sequences in a pattern blacklist for future filtering; periodically analyzing the pattern blacklist to determine whether valid common error sequences were placed in the pattern blacklist; and providing and storing the common error sequence set in a repository to enable diagnosis of future errors. ### Claim 17 (depends on 16) The system according to claim 16, wherein the metadata further comprises time information, and the wherein the computer-executable program logic is further configured for the execution of normalizing the time information in the metadata set. ### Claim 18 (depends on 16) The system according to claim 16, wherein the computer-executable program logic is further configured for the execution of: de-duplicating error log information in the metadata set. ### Claim 19 (depends on 18) The system according to claim 18, wherein the de-duplicating error log information comprises removing messages of one or more types of: totally the same error logs, error logs that are totally the same except the non-critical parts, error logs with the same critical parts, and user-confirmed duplicated error logs. ### Claim 20 (depends on 18) The system according to claim 18, wherein the de-duplicating error log information comprises implementing by machine learning and/or users.