CPC G06Q 10/20 (2013.01) [G06F 16/211 (2019.01); G06N 5/02 (2013.01)] | 20 Claims |
1. A method comprising:
receiving a service ticket corresponding to an undesired system state of a client device;
assigning the service ticket to a technician;
coordinating a remote control session between a technician device and the client device, wherein the technician device is under control of the technician;
obtaining a set of actions performed under remote control by the technician to transition the client device from the undesired system state to a desired system state, wherein each action of the set of actions describes one or more user interface (UI) interactions with the client device;
identifying textual descriptors for the service ticket based on characteristics of the service ticket;
storing a resolution profile (RP) based on the set of actions and the textual descriptors; and
in response to receiving a second service ticket submitted on behalf of a second client device:
classifying the second service ticket; and
in response to the classification indicating that the RP is applicable to the second service ticket:
selectively instructing a software agent executing on the second client device to programmatically replay the set of actions from the RP on the second client device without technician intervention; and
verifying that the programmatic replay of the set of actions transitioned the second client device to a desired system state associated with the RP.
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