Method and apparatus for problem diagnosis and solution
AssigneeGeneral Electric Company
InventorKevin Michael Ruppelt
Life of this patent
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Abstract
A method for problem diagnosis based on queries received from remote locations includes the steps of determining applicable solution recommendations based on a diagnosis query, displaying the applicable solution recommendations on a screen of a remote terminal, and determining whether a case based reasoning tool is available to answer the diagnosis query. When the case based reasoning tool is available, the method presents the case based reasoning tool on the screen with the applicable solution recommendations.
Claims20
A method for consumer product problem diagnosis based on queries received from remote locations, the method comprising:
- determining applicable solution recommendations based on diagnosis query for a problem associated with operation of the consumer product;
- displaying the applicable solution recommendations for solving the consumer product problem on a screen of a remote terminal;
- and
- determining whether an interactive case based reasoning tool for the consumer product is available to answer the diagnosis query and when the case based reasoning tool is available, presenting the case based reasoning tool on the screen.
A consumer product problem solving computer program product comprising:
- a storage medium readable by a processing circuit and storing for execution by the processing circuit:
- instructions for determining applicable solution recommendations based on a user input consumer product problem diagnosis query;
- instructions for displaying the applicable solution recommendations for solving the consumer product problem on a screen of a remote terminal;
- and
- instructions for determining whether an interactive consumer product problem solving case based reasoning tool is available to answer the diagnosis query by more narrowly defining the scope of the problem, and when the case based reasoning tool is available, presenting the case based reasoning tool on the screen.
A network based problem diagnosis tool for diagnosing problems associated with a consumer product at a remote location, the diagnosis tool comprising:
- a communication interface for receiving a diagnosis query from a remote terminal, the diagnosis query concerning a problem associated with operation of the consumer product;
- a processing circuit coupled to the communication interface;
- and
- a memory coupled to the processing circuit, the memory storing instructions for:
- identifying keywords in the diagnosis query;
- matching the keywords against a consumer product solution recommendation database to determine applicable solution recommendations;
- displaying the applicable solution recommendations on a screen of the remote terminal;
- and
- determining whether a case based reasoning tool is available to answer the diagnosis query for the consumer product problem received in the diagnosis query, and when the case based reasoning tool is available, presenting the case based reasoning tool on the screen.
Dependencies are inferred from the claim text.