Patent ID: 6760722
Filing Date: 2004-07-06
Classification: G06N,G06Q,Y10S

Abstract:
A computer implemented support system comprising:a prioritising means for prioritising electronically received support requests, wherein such a support request includes a problem report describing actual and expected behaviour information, the behaviour information including a particular product, p1, and environment, e1, for the problem, a parsing means for parsing each said support request to extract the actual and expected behaviour information, including the particular product and environment for the problem, and compiling such actual and expected behaviour information in a prescribed data format for identifying the particular product and environment for the problem, a searching means for connecting to the formatted data for the expected and actual behaviour information and searching in a database for previous occurrences of similar behaviour, and updating means for updating the database, wherein the updating means updates the database in response to identification of new behaviour and also performs self-learning, wherein the updating means also updates the database in response to the self-learning to refine organization of the database in order to improve effectiveness of subsequent searches, wherein the previous occurrences of the similar behaviour are represented in the database in the prescribed data format, and the refining of the database organization includes forming associations, in the prescribed data format, of the product, p1, and another environment, e2, and of the environment e1, and another product, p2, wherein the updating means performs its self-learning independently of the updating in response to identification of new behaviour so that the updations in response to the self-learning are performed even if no support requests are received.