International Business Machines Corporation

Terry C Reed

Earl Walter Emerick

Carol Ann Egan

Joseph Philip Bigus

An apparatus, program product, and method utilize a dynamic, automated, extensible and flexible intelligent agent-based product support 'framework' to facilitate the provision of product support services to customers of computer-related products. Agent platforms are utilized on both a customer computer and a product support computer, with different agents configured to execute on one or both of such computers. Automated analysis and/or creation of remedial actions, based upon cross-customer operational data, and often relying upon intelligent agents for many or all of such actions, may be used to decrease product support personnel burden and effort. Publishing control may be provided to limit distribution of certain intelligent agents, as may multi-agent remediation of undesirable operational conditions, where agents from multiple parties collectively address a problem experienced by a customer.

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Rochester, MN, United States of America

Terry C Reed