Search Middleware for Software Incident Resolution
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Solution Overview
Problem
Current software support solutions require manual effort from both customers and support providers to search for and implement solutions to software incidents, which is time-consuming and resource-intensive, especially for less frequent errors.
Innovation Solution
A system with search middleware that receives search requests from consumer UIs, searches multiple solution repositories, and compiles results to provide a combined solution search result, including the source repository for each document, to streamline the solution-finding process.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If a searchable knowledge base with multiple levels of solutions is provided, then the completeness of solution coverage is improved, but the time and effort required to find and decipher the correct solution increases
Solution Approach 1:
The patent introduces an intermediary system (search middleware with compiler) that mediates between the customer's search request and the multi-level knowledge base. The compiler automatically compiles solutions from multiple levels into a single consolidated result, eliminating the need for customers to manually navigate through multiple search levels and decipher complex solution hierarchies.
Solution Approach 2:
The system performs preliminary action by pre-compiling solutions from multiple knowledge base levels into ready-to-present results. The compiler proactively processes and organizes solutions before they are presented to the customer, so that when a search is initiated, the compiled results are immediately available without requiring the customer to perform multiple sequential search operations.
2Measurement precision
If manual error analysis and solution generation are performed by support providers, then the accuracy of solutions is improved, but the time and resource consumption increases
Solution Approach 1:
The patent enables self-service by allowing the system to automatically generate and compile solutions without requiring manual intervention from support providers. The compiler automatically processes error reports, searches the knowledge base, and compiles appropriate solutions, eliminating the need for support personnel to manually analyze each error and generate solutions from scratch.
Solution Approach 2:
The patent replaces the mechanical manual process of error analysis and solution generation with an automated computational system. The compiler acts as an automated mechanism that substitutes human support personnel in the task of searching and compiling solutions, transforming a manual intellectual process into an automated information processing task.
3Adaptability or versatility
If customers without advanced knowledge attempt to use the software and its support system, then the accessibility of the software is improved, but the difficulty of implementing solutions increases
Solution Approach 1:
The patent applies segmentation by breaking down complex multi-level solutions into compiled, manageable results that are presented in a unified format. The compiler segments the complex search process into automatic background operations, while presenting simplified results to the user, so that customers don't need to understand the underlying complexity of multi-level knowledge base structures.
Data Source
AI summary
A search middleware may be used to receive search requests regarding a software incident associated with a software application. The search requests may be populated with attribute values determined based on context data associated with the software application and collected in association with the software incident. The search requests may be dispatched to a subset of a plurality of solution repositories, even if the solution repositories have different interfaces and/or search technologies. The resulting solution documents retrieved from the solution repositories may be compiled for presentation on a solution search interface.