Automated Symptom Extraction for Technical Support Resolution

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Solution Overview

Problem

Technical support in large-scale organizations is time-consuming and costly due to the inefficiencies in resolving computer system issues, which can lead to downtime and customer impact.

Innovation Solution

A computer-implemented method for automated solution identification that derives previously reported symptoms from a problem report database, compares them with user-provided symptoms, and retrieves relevant solution descriptions from a technical solutions database, utilizing natural language processing and machine learning to provide quick and accurate solutions.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Loss of time

If automated solution identification is implemented, then resolution time is reduced, but system complexity increases

Engineering Contradiction:

Improveresolution timeVSAvoidsystem complexity

Core Design Contradiction:

Loss of timeVSDevice complexity

Solution Approach 1:

The patent introduces an automated symptom extraction and comparison system as an intermediary between user problem reports and solution databases. This intermediary automatically derives symptoms from user descriptions, compares them with previously reported symptoms, and retrieves relevant solutions, thereby reducing resolution time while managing system complexity through modular architecture.

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The patent replaces manual technical support processes with an automated computer-implemented system. Instead of human analysts manually examining problem reports and searching for solutions, the system uses natural language processing and machine learning algorithms to automatically extract symptoms, compare them against historical data, and retrieve solutions, significantly reducing resolution time.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

2Device complexity

If manual technical support processes are used, then system complexity is lower, but resolution time increases

Engineering Contradiction:

Improvesystem complexityVSAvoidresolution time

Core Design Contradiction:

Device complexityVSLoss of time

Solution Approach 1:

The patent enables self-service technical support by allowing the system to automatically process problem reports, extract symptoms, compare them with historical data, and retrieve solutions without human intervention. This self-service capability reduces the need for manual technical support processes while maintaining low system complexity through rule-based automated reasoning.

Inventive Principle:

Principle #25Self-service

Data Source

PatentUS11294913B2Cognitive classification-based technical support system

Publication Date: 2022.04.05 INTERNATIONAL BUSINESS MACHINE CORPORATION

AI summary

Disclosed embodiments provide techniques for technical support. Previously reported problem reports are analyzed and symptoms are extracted. Solutions are associated with the previously reported problem reports. A newly submitted user problem is analyzed and symptoms are extracted and compared with the symptoms of the previously reported problems. Solutions are then associated with the user problem based on relevance to symptoms, product type, and/or other factors.