Computer-implemented technical support providing device and method

Abstract

The invention discloses a computer-implemented technical support providing device and method. The device comprises an input processing unit, an entity relationship recognition unit, an iteration matching unit and an output processing unit, wherein the input processing unit is configured to receive input information of a user to obtain relevant texts; the entity relationship recognition unit is configured to recognize a plurality of entities and the relationship among the plurality of entities according to the relevant texts obtained by the input processing unit to structure a plurality of entity relationship models; the iteration matching unit is configured to compare the plurality of entity relationship models with a plurality of technical documents to set probability values for every entity relationship model and every technical document, the entity relationship model matched with more technical documents is provided with a higher probability value, and the technical documents matched with more entity relationship models is provided with a higher probability value; the output processing unit is configured to output the technical documents with the probability values higher than a threshold.

Description

technical field [0001] The present disclosure relates to the field of information technology, in particular, to a computer-implemented device and method for providing technical support. Background technique [0002] The technical support process is initiated when a user wants to get help from a product provider to solve a hardware or software problem. Typically, due to geographic location, technical support efforts rely on information exchanged via telephone calls, email, or other Internet-based services such as websites. For example, users and technical support often use services such as call centers and technical support websites to deal with problems. [0003] However, in a general product support system, users often make mistakes in describing the structure of the product environment. Simple descriptions of voice, text and other information obtained through telephone and network communication sometimes cause misunderstandings. Technical supporters must understand users ...

AI Technical Summary

Problems solved by technology

[0003] However, in a general product support system, users often make mistakes in describing the structure of the product environment. Simple descriptions of voice, text and other information obtained through telephone and network communication sometimes cause misunderstandings. Technical supporters must understand users Accurate architecture of the production environment takes a long time

That is to say, during the technical support process, in addition to the necessary debugging of the product itself, a lot of effort is spent on communicating with users, and if the problem cannot be solved in the first place, more communication will be required

In addition, the technical documentation used by technical supporters is isolated from the product environment to a certain extent, and the technical documentation contains a large amount of content, so it is difficult to grasp in terms of troubleshooting, especially for novices

In addition, in the IT field, the architecture of IT services and industrial solutions are very complex, which is a great challenge for technical supporters

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