Patent ID: 8280842
Filing Date: 2012-10-02
Classification: G06N

Abstract:
1. A method for developing a support system comprising: generating a virtual representation of a device for display on a user interface; storing existing links between components of the virtual representation, which represent components of the device, and corresponding cases in a searchable knowledge base stored in computer memory, the searchable knowledge base including a list of potential problems organized into cases, wherein the cases in the knowledge base are each attached to at least one solution by a solution link; providing for a user trying to solve an actual problem with the device to navigate the knowledge base in search of a solution to a problem with the device with the assistance of the virtual representation which enables actuation of the existing links and, where a link between a component of the virtual representation and a case in the searchable knowledge base does not exist, providing for the user to create a new link, each new link linking a component of the virtual representation with a case in the knowledge base which the user identifies as providing a solution to the problem with the device which is related to the component; and storing the new link in computer memory, whereby a user navigating the knowledge base in search of a solution to a problem with a device with the assistance of the virtual representation is able to access the new link.