Continuous language-based prediction and troubleshooting tool
AssigneeHewlett-Packard Development Company, L.P.
InventorsGeorge H. Forman, Henri Jacques Suermondt
Life of this patent
Estimating the term…
Abstract
A real time, computerized, method, system, and method of doing business with respect to troubleshooting and resolving installed base product failures. A client establishes a link with the business server, filing a report describing the product and failure mode in plain text. The server compares the failure mode plain text to a historical data base, associating maintained keywords likely to appear in the report to product subunits associated with failure modes. Based on the comparison, the server calculates and transmits to the client predictions of resolving the failure. The client is provided with on-line capability for selecting and ordering replacements. The process is continuous, iterative, and interactive.
Claims26
A computerized diagnostic system comprising:
- a data base correlating product information with keywords related to failure modes;
- and
- an interface program for receiving plain text related to the failure modes and for comparing said plain text to the keywords and for predicting probabilities of potential solutions to said failure modes based upon said comparing.
A method for troubleshooting product failures, the method comprising:
- providing a data base correlating product information with keywords related to failure modes;
- using a network link, reporting at least one specific one of said failure modes of at least one product;
- and
- in real time, comparing correlated product information from said data base to said reporting at least one specific one of said failure modes and based on said comparing, predicting probabilities of effectiveness of potential solutions to curing said at least one specific one of said failure modes.
A computer memory comprising:
- program code associated with a network server and client system, said program code including
- subroutines associated with said client providing a plain text report of a failed client subsystem,
- subroutines associated with said server for comparing said plain text report to a predetermined data base having individual units of the subsystem correlated with keywords associated with failure mode descriptions, and
- subroutines for using said comparing and generating a report to the client of probabilities of selected solutions to the failed client subsystem.
A method of doing business with respect to troubleshooting and providing solutions to reported failures of installed base products, wherein an entity doing said business maintains a data base of product information correlated to failure mode scenario information as represented by keywords, the method comprising:
- establishing a server having an internet access site;
- providing a resolution prediction troubleshooting tool at said site;
- allowing client access to said site via a browser;
- following client access of the site, receiving a client generated report of at least one specific one of said failures of at least one installed base product;
- and
- in real time, comparing the keywords to said report and based on said comparing, predicting probabilities of potential solutions to curing a specific failure represented by said report and transmitting said probabilities to said client.
Dependencies are inferred from the claim text.