Leveraging social media to assist in troubleshooting
US9270749B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Nov 26, 2013 |
| Grant date | Feb 23, 2016 |
| Priority date | — |
| Expiry date | Nov 26, 2033 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q50/01
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
Methods, systems, and articles of manufacture for leveraging social media to assist in troubleshooting are provided herein. A method includes extracting user-generated information pertaining to multiple failure scenarios from at least one social media data source; determining one or more causality relationships between a set of log entries associated with the multiple failure scenarios and the extracted user-generated information; identifying a similarity between the one or more determined causality relationships and information contained within a user query; and providing guidance to the user regarding resolving and/or obviating a failure associated with the user query based on said identified similarity.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.