Patent ID: 7237137

Claim:
A method of providing electronic support from a server to a client comprising: at the client: (a) monitoring the client for events requiring support; (b) upon the occurrence of an event requiring support, obtaining user authority to transmit data associated with the event requiring support to the server; (c) gathering data associated with the event requiring support; (d) generating a message containing the event data; and (e) transmitting the message to the server; at the server: (f) receiving the event data from the client; (g) extracting the event data from the message; (h) applying the event data to support vector machines to obtain probability scores; (i) using the probability scores to identify which, if any, categories are probable causes of the event requiring support; (j) formulating a response containing resolution information based on the category or categories, if any, that were identified as probable causes of the event requiring support; and (k) transmitting the response to the client; and at the client: (l) receiving the response formulated by the server; and (m) providing support based on the response from the server.