The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Dec. 25, 2012
Filed:
Mar. 15, 2007
Alina Beygelzimer, White Plains, NY (US);
Mark Brodie, Briarcliff Manor, NY (US);
Sheng MA, Briarcliff Manor, NY (US);
Jonathan Lenchner, North Salem, NY (US);
Irina Rish, Rye Brook, NY (US);
Alina Beygelzimer, White Plains, NY (US);
Mark Brodie, Briarcliff Manor, NY (US);
Sheng Ma, Briarcliff Manor, NY (US);
Jonathan Lenchner, North Salem, NY (US);
Irina Rish, Rye Brook, NY (US);
International Business Machines Corporation, Armonk, NY (US);
Abstract
A method and system for generating problem resolution flowcharts, whereby users do not author flowcharts directly but instead author a dependency matrix of questions and answers related by state or underlying problem cause. After creation of a matrix of questions and answers, a corresponding flowchart is then calculated based on the information in the dependency matrix, and also based on the likelihood of the various problems and their causes. The probabilities of problems and their causes may be estimated or may be calculated from historical data accumulated by use of the flow chart, or some combination of the two. These probabilities are incorporated into the answer cells of the dependency matrix. The resulting flowchart is tested and evaluated, and the results of testing and evaluation are used to make modifications in the matrix of questions and answers. The flowchart is then made available for execution by a problem determination engine, usable by staff at a help center or directly as self-help to a customer over a network. Experience from use of the problem determination engine is accumulated for use in further refinements of the dependency matrix and its probabilities.