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    • 6. 发明授权
    • Proactive problem resolution system, method of proactive problem resolution and program product therefor
    • 积极的问题解决系统,主动解决问题的方法和程序产品
    • US07984007B2
    • 2011-07-19
    • US11619462
    • 2007-01-03
    • John ReumannDebanjan Saha
    • John ReumannDebanjan Saha
    • G06F17/00G06N5/02
    • G06F11/0793G06F11/0748G06Q10/10G06Q30/02
    • A proactive problem resolution system, method of proactive problem resolution and program product therefor. User sensors extract data from user interaction with a computer terminal and pass extracted data to a sniffer agent. The sniffer agent checks for an indication of a user problem by comparing user behavior data against behavior data from previously encountered problems. When the sniffer finds a match, the computer terminal user may be asked if assistance is needed or the user may be automatically referred to the help desk. If a solution already exists for a problem that corresponds to the user behavior, that solution(s) is(are) presented at the computer terminal. Computer terminal users automatically receive problem support, even before it would otherwise be requested.
    • 一个主动的问题解决系统,主动解决问题的方法和程序产品。 用户传感器从与计算机终端的用户交互中提取数据,并将提取的数据传递给嗅探代理。 嗅探器代理通过将用户行为数据与先前遇到的问题的行为数据进行比较来检查用户问题的指示。 当嗅探器发现匹配时,可能会询问计算机终端用户是否需要帮助,或者用户可以自动转到帮助台。 如果解决方案已经存在与用户行为相对应的问题,那么该解决方案将在计算机终端上呈现。 计算机终端用户自动接收问题支持,甚至在其他方式要求之前。
    • 8. 发明申请
    • PROACTIVE PROBLEM RESOLUTION SYSTEM, METHOD OF PROACTIVE PROBLEM RESOLUTION AND PROGRAM PRODUCT THEREFOR
    • 主动问题解决系统,主动问题解决方案及其程序产品
    • US20080162688A1
    • 2008-07-03
    • US11619462
    • 2007-01-03
    • John ReumannDebanjan Saha
    • John ReumannDebanjan Saha
    • G06F15/16
    • G06F11/0793G06F11/0748G06Q10/10G06Q30/02
    • A proactive problem resolution system, method of proactive problem resolution and program product therefor. User sensors extract data from user interaction with a computer terminal and pass extracted data to a sniffer agent. The sniffer agent checks for an indication of a user problem by comparing user behavior data against behavior data from previously encountered problems. When the sniffer finds a match, the computer terminal user may be asked if assistance is needed or the user may be automatically referred to the help desk. If a solution already exists for a problem that corresponds to the user behavior, that solution(s) is(are) presented at the computer terminal. Computer terminal users automatically receive problem support, even before it would otherwise be requested.
    • 一个主动的问题解决系统,主动解决问题的方法和程序产品。 用户传感器从与计算机终端的用户交互中提取数据,并将提取的数据传递给嗅探代理。 嗅探器代理通过将用户行为数据与先前遇到的问题的行为数据进行比较来检查用户问题的指示。 当嗅探器发现匹配时,可能会询问计算机终端用户是否需要帮助,或者用户可以自动转到帮助台。 如果解决方案已经存在与用户行为相对应的问题,那么该解决方案将在计算机终端上呈现。 计算机终端用户自动接收问题支持,甚至在其他方式要求之前。