Computer support service with solution function updates as a function of pre-delivery expert changes to automatically generated solutions

Abstract

A solution engine () of a vendor's highly-automated adaptive computer support system () for a remote customer () automatically generates proposed solutions, e.g., sets of support documents, as a function of diagnostic data received from a customer's computer system (). The automatically generated solution can be subject to expert review () prior to publication () to the customer, e.g., when the automated system assigns a low confidence level to the solution. In addition, expert review can be triggered by feedback () from the customer once a proposed solution is communicated. The diagnostic data, solutions and feedback for an incident are packaged (at) as a 'case' and entered into an historical case database (). A solution function updater () updates the solution function as a function, at least in part, of the expert review and customer feedback.