Patent Document ID: 8935153
Application ID: 13432405

Base Claim:
1. A method for resolving natural language incident reports, comprising: with a processor, receiving a user submitted natural language incident report corresponding to a natural language description of an incident associated with a multifunction device; analyzing the user submitted natural language incident report so as to determine a category associated with the incident described therein; comparing the received natural language incident report to unresolved incident reports for the same multifunction device stored in an associated database corresponding to the determined category, so as to determine whether the incident described in the received incident report has already been submitted by at least one of the same user, another user, or the same multifunction device and remains unresolved; retrieving current device status data from the same associated multifunction device; adding a new entry to the associated database corresponding to the received natural language incident report and retrieved current device status data responsive to a determination that the incident described in the received incident report does not correspond to an existing incident report; and determining a solution in accordance with the received incident report and the device status data.

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Claim 8:
8. The method of claim 1 , further comprising: determining no solution is available corresponding to the received incident report and the device status data; and generating an alert to a service provider in response thereto.