Computer-implemented technical support providing device and method

A technology of technical support and equipment, applied in the information field, can solve problems such as requiring more, taking a long time, and complicating industrial solutions to achieve the effect of improving efficiency

Inactive Publication Date: 2015-06-03
IBM CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

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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 communic

Method used

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  • Computer-implemented technical support providing device and method
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  • Computer-implemented technical support providing device and method

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Embodiment Construction

[0018] Some preferred embodiments of the present disclosure are shown in the drawings and will be described in more detail below with reference to the drawings. However, the present disclosure can be implemented in various forms and should not be limited by the embodiments set forth herein. Rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the scope of the disclosure to those skilled in the art.

[0019] Those skilled in the art know that various aspects of the present disclosure can be implemented as a system, apparatus, method or computer program product. Therefore, various aspects of the present disclosure can be embodied in the following forms, that is: a complete hardware implementation, a complete software implementation (including firmware, resident software, microcode, etc.), or a combination of hardware and software implementations, These may collectively be referred to herein as "circuits," "modules,"...

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PUM

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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 ...

Claims

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Application Information

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IPC IPC(8): G06F9/44
Inventor 段宁赵国新赵乾坤龚旻严骏驰
Owner IBM CORP
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