Proactive problem resolution system, method of proactive problem resolution and program product therefor
US7984007B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jan 3, 2007 |
| Grant date | Jul 19, 2011 |
| Priority date | — |
| Expiry date | May 20, 2030 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q30/02
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A proactive problem resolution system, method of proactive problem resolution and program product therefor. User sensors extract data from user interaction with a computer terminal and pass extracted data to a sniffer agent. The sniffer agent checks for an indication of a user problem by comparing user behavior data against behavior data from previously encountered problems. When the sniffer finds a match, the computer terminal user may be asked if assistance is needed or the user may be automatically referred to the help desk. If a solution already exists for a problem that corresponds to the user behavior, that solution(s) is(are) presented at the computer terminal. Computer terminal users automatically receive problem support, even before it would otherwise be requested.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.