Software Error Context Automation for Support Efficiency
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Solution Overview
Problem
Current software support solutions require manual effort from both customers and technical consultants, leading to time- and resource-consuming processes, especially for infrequent technical errors where it is difficult to find and implement suitable solutions.
Innovation Solution
The software automatically communicates technical errors and dynamic context information to a remote support site, querying a solution repository using both dynamic and static context information to provide prioritized potential solutions to users, thereby streamlining the support process.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If manual support processes are used, then technical errors can be resolved with human expertise, but the process is time-consuming and resource-intensive
Solution Approach 1:
The system enables self-service by having the software application itself automatically collect error information, dynamic context data, and static context information, then autonomously query the solution repository and present prioritized solutions to users without requiring manual intervention from support staff
Solution Approach 2:
The system performs preliminary actions by pre-collecting and storing static context information about the software application, environment, and configuration before errors occur, so that when errors happen, the information is immediately available for automated querying and solution matching
2Ease of operation
If customers manually search knowledge bases, then they can find solutions for common errors, but infrequent errors are difficult to locate and decipher
Solution Approach 1:
The system introduces an intermediary automated query mechanism that acts as a mediator between the error occurrence and the solution repository. The software application automatically formulates queries using collected context information, retrieves relevant solutions, and presents them prioritized, eliminating the need for customers to manually navigate complex knowledge bases
Solution Approach 2:
The system implements feedback by automatically collecting information about the error, the software environment, and the solution implementation results, using this feedback to improve future query accuracy and solution prioritization
3Reliability
If technical consultants manually analyze errors, then they can provide tailored solutions, but the process requires significant time and expertise
Solution Approach 1:
The system performs self-service by automatically collecting comprehensive error information and context data, querying the solution repository, and presenting prioritized solutions without requiring technical consultants to manually analyze each error case
Solution Approach 2:
The system changes the parameters of error analysis by automatically extracting and processing structured information from error logs, context data, and software configurations, transforming unstructured error reports into query parameters for automated solution retrieval
Data Source
AI summary
This disclosure provides various embodiments of software for supporting a business application. In one aspect, the software determines that a technical error associated with the business application has occurred, automatically communicates the technical error and dynamic context information to a remote support site, the dynamic context information at least partially identifying the particular execution point of the business application, receives one or more potential solutions for the technical error, the one or more potential solutions determined using at least the communicated technical error, dynamic context information, and static information collected at the support site; and presents the one or more potential solutions to a user of the business application via an interface. In some implementations, the software is further operable to prioritize the one or more presented potential solutions at least according to metrics associated with the one or more potential solutions.