Natural language incident resolution

Patent metadata

Field	Value
Publication number	US-8935153-B2
Application number	US-201213432405-A
Country	US
Kind code	B2
Filing date	Mar 28, 2012
Priority date	Mar 28, 2012
Publication date	Jan 13, 2015
Grant date	Jan 13, 2015

Abstract

A natural language incident report resolution method and system are provided. Natural language incident reports received from a user are analyzed to determine a category associated with the incident. A database of existing incidents is analyzed to determine whether a report for the incident has already been submitted. The current status or state of the device associated with the incident is then ascertained and the incident, if new, is added to an incident database. If the incident is preexisting, the incident in the database is updated with the current status. A solution database is then queried to determine any solutions, automatic or manual workflows, that may correct the error or fault associated with the incident. The determined solution is communicated to the device associated with the incident for implementation.

First claim

What is claimed is:

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 unresolv…

Assignees

• Mckeeman Neil Andrew
• Shkavritko Jerry
• Xerox Corp

Inventors

• Mckeeman Neil Andrew
• Shkavritko Jerry

Classifications

• G06F40/20

  Physics · mapped topic

• G06F16/3344 Primary

  Physics · mapped topic