Proactive learning of network software problems

A detection system comprising:

• one or more processors;
• and
• a non-transitory computer-readable medium including instructions that, when executed by the one or more processors, cause the one or more processors to execute a method including:
• monitoring user interactions, which are conducted by a plurality of users via a plurality of client devices, with a website on a server computer, wherein the monitoring includes:
• receiving, from a user assistance computer over a network, a user identifier, in response to a user of a client device requesting assistance for the website from the user assistance computer, wherein the user identifier identifies the user, and wherein the client device is one of the plurality of client devices;
• determining webpage data for a web session of the website, wherein the webpage data is stored in a database based on the user identifier, wherein the webpage data is received by the detection system over the network and associated with the user interaction with the website that is conducted by the user using the client device;
• extracting features from the webpage data;
• querying using the extracted features, a key feature database to identify one or more key features corresponding to the extracted features;
• based on the one or more key features, determining resolution data that specifies an action for resolving an error associated with the one or more key features for the client device;
• and
• sending, to the user assistance computer over the network, the resolution data, thereby causing the user assistance computer to perform the action for resolving the error for the client device.

A detection system comprising:

• one or more processors;
• and
• a non-transitory computer-readable medium including instructions that, when executed by the one or more processors, cause the one or more processors to execute a method including:
• monitoring user interactions, which are conducted by a plurality of users via a plurality of client devices, with a website on a server computer, wherein the monitoring includes receiving, over a network, webpage data associated with a user interaction with the website, conducted by a user using a client device among the plurality of client devices, wherein the webpage data includes an error and webpage temporal information related to the error;
• extracting features from the webpage data;
• querying using the extracted features, a key feature database to identify one or more key features corresponding to the extracted features;
• based on the one or more key features, determining resolution data that specifies an action for resolving an error associated with the one or more key features for the client device and a certainty level indicating whether the action resolves the error;
• determining whether or not the certainty level exceeds a predetermined threshold;
• and
• if the certainty level exceeds the predetermined threshold, sending the resolution data to the server computer over the network, thereby causing the server computer to perform the action for resolving the error for the client device.