US 12,423,710 B2
System and method for generation of self-guided recovery procedures and suggestions
Kapil Sampath, Cary, NC (US); Veenu Gupta, Milpitas, CA (US); and Rahul Deo Vishwakarma, Bangalore (IN)
Assigned to Dell Products L.P., Round Rock, TX (US)
Filed by Dell Products L.P., Round Rock, TX (US)
Filed on Feb. 8, 2022, as Appl. No. 17/667,176.
Prior Publication US 2023/0252485 A1, Aug. 10, 2023
Int. Cl. G06Q 30/016 (2023.01); G06F 40/205 (2020.01); G06F 40/279 (2020.01)
CPC G06Q 30/016 (2013.01) [G06F 40/205 (2020.01); G06F 40/279 (2020.01)] 9 Claims
OG exemplary drawing
 
1. A self-guided troubleshooting guide generation method comprising:
receiving a first assistance request from a user using a first display;
in response to receiving the first assistance request, scanning a first user interface (UI) displayed on the first display;
extracting, using a user interface parsing engine and the scanning, all text from the first UI displayed on the first display to obtain extracted text;
parsing, using the user interface parsing engine, the extracted text and identifying an error message in the extracted text;
receiving, at a text matching engine, the error message:
searching, via the text matching engine and after the receiving, data stored in an assistance request database by:
comparing the error message to data stored in the assistance request database, wherein the comparing comprises:
approximating a Jaccard similarity coefficient for each of a plurality of key-value pairs stored in the assistance request database; and
finding a set of potential matches for the error message using the Jaccard similarity coefficient for each of the plurality of key-value pairs and a min-hash function;
generating, based on the comparing and using the set of potential matches, solution information for resolving the error message;
displaying the solution information as part of the self-guided troubleshooting guide on the first display, by automatically displaying the set of potential matches in an order from most commonly used to least commonly used;
automatically generating and populating a service request using the solution information and displaying the service request on the first display;
tracking, via system data logs, user interactions with the displayed solution to detect resolution success or failure;
receiving, after displaying the solution, feedback from the user directed to the solution, wherein the feedback comprises the user interactions; and
updating, in real-time and in response to receiving the feedback and using the feedback, the data in the assistance request database.