Systems and methods for automated troubleshooting
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United States of America Patent
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May 29, 2018
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app pub date -
Jun 29, 2014
filing date -
Jun 30, 2013
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Abstract
The present invention relates to systems and methods for automated troubleshooting. User identification is recorded, and the problem to be solved is determined. A series of decision trees are used to guide the user through troubleshooting. If the problem is resolved at any point, the event is logged as successful. This logging includes a listing of the steps taken by the user. The log may be employed to tune the decision tree for more optimal performance in the future. If no successful solutions are achieved, then the session may be forwarded to a human representative for resolution. Part of this forwarding includes classifying the event by at least one failure code. The failure code reflects the steps taken while guiding the user.
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