Systems and methods for automated troubleshooting
OwnerDaniel M. Winnickinventor
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Abstract
The present invention relates to systems and methods for automated troubleshooting. User identification is recorded, and the problem to be solved is determined. A series of decision trees are used to guide the user through troubleshooting. If the problem is resolved at any point, the event is logged as successful. This logging includes a listing of the steps taken by the user. The log may be employed to tune the decision tree for more optimal performance in the future. If no successful solutions are achieved, then the session may be forwarded to a human representative for resolution. Part of this forwarding includes classifying the event by at least one failure code. The failure code reflects the steps taken while guiding the user.
Claims20
A method for automated troubleshooting comprising:
- recording user identification;
- determining a problem to be solved;
- assessing the user's technical competency level;
- guiding the user through a decision tree using an automated system with a processor, wherein the decision tree is based upon the user's technical competency level;
- and
- recording steps taken, while guiding the user, as an event.
An automated troubleshooting system comprising:
- an interface configured to receive user identification;
- a system diagnostic engine configured to determine a problem to be solved;
- an automated solutions provider, having a processor, configured to assess the user's technical competency level, and guide the user through a decision tree wherein the decision tree is based upon the user's technical competency level;
- and
- a database configured to record steps taken, while guiding the user, as an event.
Dependencies are inferred from the claim text.