Sap Se

Qi Xu

Ting Wang

Hui Li

Jian Sun

Han Wang

Qianting Wang

Yanlin Liu

Yubo Mao

Changcheng Li

Jianquan Ye

Yilan Hu

A system includes a processor that executes instructions stored in a memory to implement an auto-solution advisor on a server. The auto-solution advisor receives a current help request describing in lay language text a problem with a computer application or computing device, and determines whether the current help request is textually similar to a previous help request for a previous problem. Based on the similarity of the current help request to the previous help request, the auto-solution advisor assigns a known solution for the previous problem as the suggested solution for the current help request.

Auto-solution help desk advisor

Implementations of the present disclosure include receiving an image representing a screenshot associated with the incident occurring within the software system, processing the image to generate a vector, the vector including features representative of the image, at least one feature representing one of more keywords of the image, comparing the vector to a set of known vectors to provide a result, each known vector being associated with at least one solution for resolving a known incident, identifying a solution of a plurality of solutions based on the result, and transmitting data representation of the solution to a customer, the customer having transmitted the image.

Identifying solutions from images

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Hanzhou, China

Qi Xu