Product support of computer-related products using intelligent agents
원문보기
IPC분류정보
국가/구분
United States(US) Patent
등록
국제특허분류(IPC7판)
G06F-017/00
G06N-005/02
G06N-005/00
출원번호
US-0021203
(2001-10-30)
등록번호
US-7275048
(2007-09-25)
발명자
/ 주소
Bigus,Joseph Philip
Egan,Carol Ann
Emerick,Earl Walter
Reed,Terry C.
출원인 / 주소
International Business Machines Corporation
대리인 / 주소
Wood, Herron & Evans, L.L.P.
인용정보
피인용 횟수 :
18인용 특허 :
66
초록▼
An apparatus, program product, and method utilize a dynamic, automated, extensible and flexible intelligent agent-based product support "framework" to facilitate the provision of product support services to customers of computer-related products. Agent platforms are utilized on both a customer compu
An apparatus, program product, and method utilize a dynamic, automated, extensible and flexible intelligent agent-based product support "framework" to facilitate the provision of product support services to customers of computer-related products. Agent platforms are utilized on both a customer computer and a product support computer, with different agents configured to execute on one or both of such computers. Automated analysis and/or creation of remedial actions, based upon cross-customer operational data, and often relying upon intelligent agents for many or all of such actions, may be used to decrease product support personnel burden and effort. Publishing control may be provided to limit distribution of certain intelligent agents, as may multi-agent remediation of undesirable operational conditions, where agents from multiple parties collectively address a problem experienced by a customer.
대표청구항▼
What is claimed is: 1. An apparatus, comprising: (a) first and second product support intelligent agents that perform product support operations in connection with a computer-related product, wherein at least one of the first and second product support intelligent agents that performs at least one
What is claimed is: 1. An apparatus, comprising: (a) first and second product support intelligent agents that perform product support operations in connection with a computer-related product, wherein at least one of the first and second product support intelligent agents that performs at least one of a product support operation that identifies an undesirable operational condition associated with the computer-related product and a product support operation that remedies an undesirable operational condition associated with the computer-related product; (b) a first agent platform that executes on a customer computer that utilizes the computer-related product; and (c) a product support program resident on a product support computer used in providing product support for the computer-related product, the product support program including a second agent platform, wherein the product support program that dispatches the first product support intelligent agent to the customer computer for execution by the first agent platform, and initiates execution of the second product support intelligent agent by the second agent platform, wherein the customer and product support computers are respectively disposed at separate customer and vendor sites and are respectively under the control of a customer that uses the computer-related product and a vendor that supplies at least a portion of the computer-related product. 2. The apparatus of claim 1, wherein the first and second product support agents are configured to communicate with one another. 3. The apparatus of claim 1, wherein the first product support intelligent agent is configured to execute on either of the first or second agent platforms. 4. The apparatus of claim 1, wherein the customer computer is the computer-related product. 5. The apparatus of claim 1, wherein the computer related-product comprises at least one of an internal software component, an internal hardware component, an external software component and an external hardware component associated with the customer computer. 6. The apparatus of claim 1, wherein each of the first and second product support intelligent agents is configured to perform a product support operation selected from the group consisting of monitoring operational data, collecting operational data, analyzing operational data, identifying an undesirable operational condition in the customer computer, selecting another intelligent agent to remedy the undesirable operational condition, creating another intelligent agent to remedy the undesirable operational condition, performing at least one task to remedy the undesirable operational condition, and combinations thereof. 7. The apparatus of claim 1, wherein the first product support intelligent agent is configured to collect operational data associated with the computer-related product, and wherein the second product support intelligent agent is configured to analyze the operational data collected by the first product support intelligent agent to identify an undesirable operational condition for the computer-related product. 8. The apparatus of claim 7, wherein the product support program is further configured to dispatch a remedy intelligent agent to remedy the undesirable operational condition. 9. The apparatus of claim 8, wherein the product support program is further configured to create the remedy intelligent agent. 10. The apparatus of claim 9, wherein the product support program is further configured to publish the remedy intelligent agent with a distribution control that limits distribution of the remedy intelligent agent. 11. The apparatus of claim 8, wherein the product support program is further configured to select the remedy intelligent agent from among a plurality of existing remedy agents. 12. The apparatus of claim 8, wherein the product support program is configured to dispatch the remedy intelligent agent between product releases of the computer-related product. 13. The apparatus of claim 1, wherein the second product support intelligent agent is configured to collect operational data from the customer computer while resident on the product support computer. 14. The apparatus of claim 1, wherein the customer computer and the product support computer are coupled to one another over the Internet. 15. The apparatus of claim 1, further comprising a cross-customer knowledge base including operational data associated with a plurality of customers, wherein the second product support intelligent agent is configured to analyze the operational data stored in the cross-customer knowledge base to identify an undesirable operational condition in the computer-related product. 16. The apparatus of claim 15, wherein the second product support intelligent agent is configured to analyze the operational data using logic selected from the group consisting of neural network logic, fuzzy logic, pattern matching logic, script logic, and combinations thereof. 17. The apparatus of claim 1, wherein the first and second product support intelligent agents are associated with different vendors. 18. The apparatus of claim 1, wherein at least one of the first and second product support intelligent agents is configured to perform a product support operation of selecting another intelligent agent to remedy the undesirable operational condition. 19. The apparatus of claim 1, wherein at least one of the first and second product support intelligent agents is configured to perform a product support operation of creating another intelligent agent to remedy the undesirable operational condition. 20. A method of providing product support for a computer-related product, the method comprising: (a) dispatching a first product support intelligent agent from a product support computer to a customer computer to execute on a first agent platform resident on the customer computer to perform a first product support operation associated with the computer-related product, wherein the customer and product support computers are respectively disposed at separate customer and vendor sites and are respectively under the control of a customer that uses the computer-related product and a vendor that supplies at least a portion of the computer-related product; and (b) a computer-implemented step of executing a second product support intelligent agent on a second agent platform resident on the product support computer to perform a second product support operation associated with the computer-related product, wherein at least one of the first and second product support intelligent agents is configured to perform at least one of a product support operation that identifies an undesirable operational condition associated with the computer-related product and a product support operation that remedies an undesirable operational condition associated with the computer-related product. 21. The method of claim 20, wherein the first and second product support agents are configured to communicate with one another when performing the first and second product support operations. 22. The method of claim 20, wherein each of the first and second product support operations are selected from the group consisting of monitoring operational data, collecting operational data, analyzing operational data, identifying an undesirable operational condition in the customer computer, selecting another intelligent agent to remedy the undesirable operational condition, creating another intelligent agent to remedy the undesirable operational condition, performing at least one task to remedy the undesirable operational condition, and combinations thereof. 23. The method of claim 20, wherein the first product support intelligent agent is configured to collect operational data associated with the computer-related product, and wherein the second product support intelligent agent is configured to analyze the operational data collected by the first product support intelligent agent to identify an undesirable operational condition for the computer-related product. 24. The method of claim 23, further comprising dispatching a remedy intelligent agent to at least one of the customer computer and the product support computer to remedy the undesirable operational condition. 25. The method of claim 24, further comprising creating the remedy intelligent agent. 26. The method of claim 25, further comprising publishing the remedy intelligent agent with a distribution control that limits distribution of the remedy intelligent agent. 27. The method of claim 24, wherein dispatching the remedy intelligent agent occurs between product releases of the computer-related product. 28. The method of claim 20, wherein the second product support intelligent agent is configured to collect operational data from the customer computer while resident on the product support computer. 29. The method of claim 20, wherein the customer computer and the product support computer are coupled to one another over the Internet. 30. The method of claim 20, wherein the second product support intelligent agent is configured to analyze operational data stored in a cross-customer knowledge base to identify an undesirable operational condition in the computer-related product. 31. The method of claim 30, wherein the second product support intelligent agent is configured to analyze the operational data using logic selected from the group consisting of neural network logic, fuzzy logic, pattern matching logic, script logic, and combinations thereof. 32. The method of claim 20, wherein the first and second product support intelligent agents are associated with different vendors. 33. A program product, comprising: (a) first and second product support intelligent agents that perform product support operations in connection with a computer-related product, wherein at least one of the first and second product support intelligent agents that performs at least one of a product support operation that identifies an undesirable operational condition associated with the computer-related product and a product support operation that remedies an undesirable operational condition associated with the computer-related product; (b) a first agent platform that executes on a customer computer that utilizes the computer-related product; (c) a product support program that resides on a product support computer used in providing product support for the computer-related product, the product support program including a second agent platform, wherein the product support program that dispatches the first product support intelligent agent to the customer computer for execution by the first agent platform, and initiates execution of the second product support intelligent agent by the second agent platform, wherein the customer and product support computers are respectively disposed at separate customer and vendor sites and are respectively under the control of a customer that uses the computer-related product and a vendor that supplies at least a portion of the computer-related product; and (d) at least one tangible computer-readable medium bearing the first and second product support agents, the first agent platform, and the product support program. 34. A method of providing product support for a computer-related product, the method comprising: (a) collecting operational data from a plurality of customer computers that utilize the computer-related product during operation of the plurality of customer computers; (b) identifying an undesirable operational condition associated with the computer-related product from the collected operational data, wherein the identified undesirable operational condition includes a technical problem resulting in at least one of incorrect and non-optimal operation of at least one customer computer; (c) creating a product support intelligent agent configured to remedy the undesirable operational condition; and (d) distributing the product support intelligent agent to at least first and second customer computers from the plurality of customer computers to remedy the undesirable operational condition in the first and second customer computers, wherein at least one of collecting operational data, identifying the undesirable condition, creating the product support intelligent agent and distributing the product support intelligent agent is computer-implemented. 35. A method of providing product support for a computer-related product, the method comprising: (a) collecting operational data from a plurality of customer computers that utilize the computer-related product during operation of the plurality of customer computers; (b) with at least a single computer-implemented intelligent agent, analyzing the operational data from the plurality of customer computers; and (c) identifying as a result of the analysis an undesirable operational condition associated with the computer-related product in at least one of the customer computers. 36. A computer-implemented method of providing product support for a computer-related product, the method comprising: (a) executing a first intelligent agent to perform a first task associated with remedying an undesirable operational condition associated with a customer computer that utilizes the computer-related product, wherein the first intelligent agent is provided by a first vendor that supplies a first component associated with the computer-related product; and (b) executing a second intelligent agent to perform a second task associated with remedying the undesirable operational condition, wherein the second intelligent agent is provided by a second vendor that supplies a second component associated with the computer-related product.
연구과제 타임라인
LOADING...
LOADING...
LOADING...
LOADING...
LOADING...
이 특허에 인용된 특허 (66)
Goldsmith, Steven Y., Adaptive method with intercessory feedback control for an intelligent agent.
Bigus Joseph Phillip ; Cragun Brian John ; Delp Helen Roxlo, Apparatus and method for communicating between an intelligent agent and client computer process using disguised messages.
Bigus Joseph Phillip ; Cragun Brian John ; Delp Helen Roxlo, Apparatus and method for optimizing the performance of computer tasks using multiple intelligent agents having varied degrees of domain knowledge.
Lark Jay S. (Mountain View CA) Erman Lee D. (Palo Alto CA) Fehling Michael (Mountain View CA) Hayes-Roth Frederick (Atherton CA), Architecture for composing computational modules uniformly across diverse developmental frameworks.
Scandura Joseph M., Automated method for building and maintaining software including methods for verifying that systems are internally consistent and correct relative to their specifications.
Ramanathan Srinivas ; Caswell Deborah L. ; Neal Scott S. ; Nijdam Marc, Automated service elements discovery using core service specific discovery templates.
Cheng William ; Hwang Kenneth ; Kannan Ravi ; Katchapalayam Babu ; Liu Bing ; Narasimhan Balaji ; Ramanujam Gopal ; Tran Jonathan, Automatic updating of diverse software products on multiple client computer systems by downloading scanning application to client computer and generating software list on client computer.
Rao Ravi S. ; Gillespie Byron R. ; Garbus Elliot ; Murray Joseph, Data processor having integrated boolean and adder logic for accelerating storage and networking applications.
Gomi, Hidehito; Fujita, Satoru, Distributed system, access control process and apparatus and program product having access controlling program thereon.
Wayne W. Zachary ; Jean-Christophe Le Mentec ; Serge Schremmer ; James Stokes ; Joan M. Ryder ; James H. Hicinbothom ; Monica Weiland ; William Weiland, Intelligent agent workbench.
Robert B. Bennett ; Andrew Coleman ; Joseph M. Gdaniec ; Janet E. Geddes ; Wendy E. Stephens, Method and system for managing rules and events in a multi-user intelligent agent environment.
Martine Naillon FR, Method for controlling a decisional process when pursuing an aim in a specific field of application, such as economical, technical, organizational or similar and system for implementing the method.
Rogers Richard Michael ; Lagarde Konrad Charles ; Schenkewitz Lisa Norma ; Rubin Steven Brian ; Jones Douglas A., Method of creating and using notes decision capsules.
John S. Breese ; Carl M. Kadie, Methods and apparatus, using expansion attributes having default, values, for matching entities and predicting an attribute of an entity.
Pisello Thomas (De Bary FL) Crossmier David (Casselberry FL) Ashton Paul (Oviedo FL), Network management system having virtual catalog overview of files distributively stored across network domain.
Chen Ty-Foune,FRX ; Caudrelier Christian,FRX ; Espie Eric,FRX ; Reix Tony,FRX, Process and system for real-time monitoring of a data processing system for its administration and maintenance support in the operating phase.
Borchers Hans-Werner,DEX ; Otte Ralf,DEX ; Speh Rainer,DEX ; Weisang Claus,DEX, Process diagnosis system and method for the diagnosis of processes and states in an technical process.
Wygodny Shlomo,ILX ; Barboy Dmitry,ILX ; Prouss Georgi,UAX ; Vorobey Anatoly,ILX, System and method for monitoring and analyzing the execution of computer programs.
Yalowitz Jeffrey S. ; Daniel ; III Robert S. ; Pullum Laura L. ; Kiss Peter A., System and method for providing highly-reliable coordination of intelligent agents in a distributed computing system.
Wygodny Shlomo,ILX ; Barboy Dmitry,ILX ; Prouss Georgi,UAX ; Vorobey Anatoly,ILX, System and method for remotely analyzing the execution of computer programs.
Aronberg David B. ; Goldman Dov J. ; Spiro Peter A., System and method for software distribution and desktop management in a computer network environment.
Aronberg David B. ; Goldman Dov J. ; Spiro Peter A., System and method using token processing to control software distribution and desktop management in a computer network environment.
Gershman Anatole Vitaly ; Swaminathan Kishore Sundaram ; Meyers James L. ; Fano Andrew Ernest, System, method and article of manufacture for a mobile communication network utilizing a distributed communication network.
Sullivan, Francis X.; Bereiter, Thomas William; Vetter, Brian Jay, Technical support chain automation with guided self-help capability via a system-supplied search string.
Ward-Karet, Jesse; Loer, Peter Benjamin; Loer, Christopher Jacob; Spiegel, Jeremy Scott; Bauer, Aaron Olaf Louick; Green, Brian Patrick; Firebaugh, John Edward; Ottum, Michael Latham; Min, Anna Esther, Content-based user interface, apparatus and method.
Lippincott, Lisa Ellen; Lincroft, Peter James; Loer, Peter Benjamin; Spiegel, Jeremy Scott; Goodrow, Dennis Sidney; Toto, Gregory Mitchell, Mechanisms for evaluating relevance of information to a managed device and performing management operations using a pseudo-agent.
Goodrow, Dennis Sidney; Williams, Amrit Tsering; Toto, Gregory Mitchell; Loer, Peter Benjamin, Method and apparatus for distributed policy-based management and computed relevance messaging with remote attributes.
Lippincott, Lisa Ellen; Lincroft, Peter James; Loer, Peter Benjamin; Spiegel, Jeremy Scott; Goodrow, Dennis Sidney; Toto, Gregory Mitchell, Pseudo-agent.
Naik, Jayant M.; Cordell, Coy; Peterson, Dale Robert; DiFonzo, Joseph; Weagraff, Stephen D.; Yuschik, Matthew; Nutter, Michael Louis; Birch, Robert; Cunningham, Scot; Kim, Woosung; Irwin, Scott A., System and method for automated customer service with contingent live interaction.
Naik, Jayant M.; Coy, Cordell; Peterson, Dale Robert; DiFonzo, Joseph; Weagraff, Stephen D.; Yuschik, Matthew; Nutter, Michael Louis; Birch, Robert; Cunningham, Scot; Kim, Woosung; Irwin, Scott, System and method for automated customer service with contingent live interaction.
Stich, Christian M.; Dix, Marcel; Schemat, Peter Johan Walther, System and method for automatic installation and maintenance of hardware and software in a distributed computer system.
Patel, Dipan; Finnerty, Nadine; Shrum, Jr., Edgar V.; Goldberg, Andrew; Taylor, Haynes, Systems and methods for intelligent customization of an automation control service.
※ AI-Helper는 부적절한 답변을 할 수 있습니다.