Bmc Software, Inc.

Sameer Mardhekar

Anand B Bhagwat

Sun Chun Chu

Thomas L Adrian

Cedric Young

Jek-Sun Wong

Dinesh Elaprolu

Brian Zaik

Priyanka Jain

Peter Adams

In a general aspect, a system can include a user interface with at least one input field for receiving input associated with an information technology (IT) customer service issue and a response area for displaying results in response to the input. The system can further include a context generation engine that receives the input associated with the IT customer service issue from the user interface and determines, based on the input, a multi-factor context. The system can also include a relevance-based search engine configured to search, based on the multi-factor context, a plurality of resources; assign, based on the multi-factor context, a respective relevancy score to each of the plurality of resources; and provide, to the user interface for display in the results area, a ranked list of a subset of the plurality of resources that is ordered based on the respective relevancy scores of the subset of the resources.

Using multi-factor context for resolving customer service issues

A method includes receiving a floor map indicating a layout of a location, displaying at least a portion of the floor map, capturing signal strength data representing a signal field for at least one position on the floor map, identifying an asset within the layout of the location, determining at least one property that identifies the asset using one of a discovery process using a wireless protocol and an image processing application programming interface (API) configured to classify an image and detect individual within the image, updating the floor map with the asset and the at least one property, and communicating the asset and the at least one property to the remote computing device.

Asset floor map

Growing community of inventors

Pune, India

Sameer Mardhekar