# US 2017/0286971 A1 · State value indexing into an action database

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- Number: US 2017/0286971 A1
- Document ID: US20170286971A1
- Status: Published application
- Kind: A1
- Application number: 15/510,860
- Filed: 2014-11-26
- Published: 2017-10-05
- Earliest claimed: 2014-11-26
- Assignees: Hewlett Packard Enterprise Development LP
- Applicants: Ent. Services Development Corporation LP
- Inventors: Frederik HUSTED ANDERSEN
- Web page: https://patentgrep.com/patent/US20170286971A1

## CPC

- G06Q 30/016: After-sales
- G06F 16/2228: {Indexing structures}
- G06F 16/2379: {Updates performed during online database operations; commit processing}
- G06Q 10/10: Office automation; Time management
- G06Q 30/015: Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
- G06Q 10/20: Administration of product repair or maintenance
- H04M 3/5183: {Call or contact centers with computer-telephony arrangements}
- G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N)
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)

## Abstract

An example system includes system circuitry that includes an action database. The action database may include an action entry that stores an action for use by a call agent as part of a diagnostic process and an index value associated with the action. The index value may be indicative of a particular state of the diagnostic process. The system circuitry may obtain a state value indicative of a current state of the diagnostic process. The system circuitry may identify the action entry by matching the state value for the diagnostic process to the index value of the action entry. Then, the system circuitry may retrieve the action of the action entry for use in the diagnostic process.

## Claims

### Claim 1

A system comprising:
system circuitry comprising an action database storing an action entry, the action entry including:
an action for use by a call agent as part of a diagnostic process;
an index value associated with the action, the index value indicative of a particular state of the diagnostic process; and
wherein the system circuitry is to:
obtain a state value indicative of a current state of the diagnostic process;
index into the action database with the state value for the diagnostic process to identify the action entry by matching the state value to the index value of the action entry; and
retrieve the action of the action entry for the diagnostic process.

### Claim 2 (depends on 1)

The system of claim 1, wherein the system circuitry matches the state value to the index value of the action entry when
the state value and the index value are identical.

### Claim 3 (depends on 1)

The system of claim 1, wherein the system circuitry matches the current state value to the index value of the action entry when:
the state value and the index value are not identical; and
a non-identical portion of the index value includes a masked value.

### Claim 4 (depends on 1)

The system of claim 1, wherein the action entry includes multiple actions; and
wherein the system circuitry provides any number of the multiple actions of the action entry for the diagnostic process.

### Claim 5 (depends on 1)

The system of claim 1, wherein the action specifies a recommended next action for the current state of the diagnostic process.

### Claim 6 (depends on 1)

The system of claim 1, wherein the action specifies an excluded action for the current state of the diagnostic process.

### Claim 7 (depends on 1)

The system of claim 1, wherein the system circuitry is further to:
receive, from a service provider, an action update for the current state of the diagnostic process; and, in response:
replace the action in the action entry with an updated action.

### Claim 8

A method comprising:
representing a current state of a diagnostic process between a call agent and caller as a state value;
providing the state value as an index into an action database;
receiving an action from an action entry in the action database that is correlated to the state value; and
presenting the action through a user interface for guiding the diagnostic process.

### Claim 9 (depends on 8)

The method of claim 8, wherein receiving the action comprises receiving a recommended next action for the current state of the diagnostic process.

### Claim 10 (depends on 9)

The method of claim 9, further comprising receiving a possible action in addition to the recommended next action; and
presenting both the recommended next action and the possible action for guiding the diagnostic process.

### Claim 11 (depends on 8)

The method of claim 8, wherein receiving the action comprises receiving an excluded action for the current state of the diagnostic process; and
wherein presenting the action comprises presenting the excluded action with a visual indication that the excluded action should not be performed for the current state of the diagnostic process.

### Claim 12

A product comprising:
a non-transitory computer-readable medium storing computer executable instructions that, when executed by a computer, cause the computer to:
maintain an action database comprising entries storing a respective action for guiding a diagnostic process between a call agent and caller;
receive a state value indicative of a current state of the diagnostic process;
index into the action database using the state value to identify a corresponding entry for the state value; and
return the respective action for the corresponding entry.

### Claim 13 (depends on 12)

The product of claim 12, wherein the computer executable instructions further cause the computer to:
receive an action update for a particular entry in the action database, the action update specifying an updated action for the particular entry; and
update the particular entry with the updated action.

### Claim 14 (depends on 12)

The product of claim 12, wherein the computer executable instructions cause the computer to identify the corresponding entry by:
determining that the state value and an index value for the corresponding entry are not identical; and
determining that a non-identical portion of the index value of the corresponding entry includes a masked value.

### Claim 15 (depends on 12)

The product of claim 12, wherein the computer executable instructions cause the computer to maintain the action database by sequencing the entries in the action database to control which particular entry the computer identifies as the corresponding entry.