Automated Service Request Prioritization via System Snapshots
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Current servicing techniques for complex systems, especially remote servicing, rely heavily on human expertise and are reactive, lacking automated data access and prioritization based on comprehensive system data, and fail to provide a complete evaluation of service needs, including equipment configuration as a root cause of malfunctions.
Innovation Solution
The integration of an Integrated Service Knowledge Base (ISKB) that aggregates and correlates various data sources to automatically generate service requests, prioritize responses, and capture system snapshots, including hardware configuration data, to facilitate proactive and efficient servicing.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If automated service processing is implemented, then productivity is improved, but device complexity increases
Solution Approach 1:
The patent introduces an intermediary automated service processing system that acts as a mediator between service requests and human technicians. This intermediary system automatically routes, prioritizes, and manages service requests using algorithms and data analysis, reducing the need for direct human intervention in routine service tasks while maintaining system manageability through modular architecture.
Solution Approach 2:
The patent implements self-service capabilities where the system automatically processes service requests without human intervention. The automated system can independently analyze service data, determine priority levels, route requests to appropriate technicians, and even perform certain diagnostic functions, allowing the service infrastructure to serve itself for routine operations.
2Measurement precision
If comprehensive data analysis is performed, then measurement precision is improved, but loss of time increases
Solution Approach 1:
The patent applies preliminary action by pre-processing and organizing service data before actual service requests occur. The system maintains pre-analyzed service data, pre-established service knowledge bases, and pre-configured routing rules, so that when a service request arrives, the comprehensive analysis can be performed quickly by referencing pre-prepared information rather than starting from scratch.
Solution Approach 2:
The patent replaces manual data analysis and service decision-making with automated computational systems. Algorithms and software agents perform the comprehensive data analysis that would otherwise require human technicians to manually examine service data, thereby achieving high measurement precision without the time cost of manual analysis.
3Productivity
If automated prioritization is implemented, then productivity is improved, but loss of information increases
Solution Approach 1:
The patent implements feedback mechanisms where the automated prioritization system continuously monitors service request outcomes, technician performance, and system state. This feedback loop allows the system to learn from past decisions and adjust its prioritization algorithms accordingly, ensuring that context information is preserved and utilized for more accurate future prioritization decisions rather than being lost.
Solution Approach 2:
The patent creates a universal service management platform that handles multiple types of service requests with different priorities and requirements. The system maintains comprehensive context information through standardized data structures and knowledge bases that serve multiple functions: prioritization, routing, resource allocation, and performance tracking, preventing information loss through multi-purpose information retention.
Data Source
AI summary
A technique is disclosed for servicing complex systems. Upon detection of a serviceable condition, a system snapshot is made and stored. The snapshot may include a range of data then available on the system, particularly hardware configuration data, such as components then installed, peripherals installed, their states, and so forth. The snapshot may include data available prior to the detection of an indicator, at the time of detection and following detection, facilitating evaluation of the condition and potential responses to it.