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282 results about "Problem resolution" patented technology

Method and system for dynamic network intrusion monitoring, detection and response

A probe attached to a customer's network collects status data and other audit information from monitored components of the network, looking for footprints or evidence of unauthorized intrusions or attacks. The probe filters and analyzes the collected data to identify potentially security-related events happening on the network. Identified events are transmitted to a human analyst for problem resolution. The analyst has access to a variety of databases (including security intelligence databases containing information about known vulnerabilities of particular network products and characteristics of various hacker tools, and problem resolution databases containing information relevant to possible approaches or solutions) to aid in problem resolution. The analyst may follow a predetermined escalation procedure in the event he or she is unable to resolve the problem without assistance from others. Various customer personnel can be alerted in a variety of ways depending on the nature of the problem and the status of its resolution. Feedback from problem resolution efforts can be used to update the knowledge base available to analysts for future attacks and to update the filtering and analysis capabilities of the probe and other systems.
Owner:BT AMERICAS

Technique to Deflect Incident Ticket Submission in Real-Time

A method, system and computer-usable medium are disclosed for reducing the amount of human interaction involved in the resolution of incident tickets. A user interacts with a self-service portal to generate an incident ticket to resolve an issue. The generated incident ticket is routed by the self-service portal to an incident ticket management system for processing. The incident ticket management system accepts the incident ticket and in turn routes it to an incident ticket deflection system (ITDS). The ITDS analyzes the resolution state of the issue and generates relevant search queries that are submitted to an issue resolution knowledgebase. The results of the search queries are then returned to the ITDS, which compares them to captured interactions of the user with the self-service portal. Irrelevant query results or those that match the captured user interactions are disregarded. The remaining query results are used by the ITDS to generate remedial actions for the user to perform. If the remedial actions do not resolve the user's issue, then the incident ticket is escalated to a helpdesk operator. When received by the helpdesk operator, the incident ticket is populated with the captured user interactions with the self-service portal, the recommended remedial actions for the user to perform, and the current resolution status of the user's issue. The helpdesk operator then uses the information contained in the escalated incident ticket to facilitate the resolution of the user's issue.
Owner:IBM CORP

Automatic session switching method for robot customer service under mixed-type session

The invention provides an automatic session switching method for robot customer service under mixed-type session and belongs to the technical field of computer applications. The method comprises following steps: receiving a user session request and creating a session; analyzing the type of a message and pretreating the message and obtaining information required for querying the message type from a knowledge base; determining whether a robot customer service can answer or not, if the robot customer service can answer, then replying the customer; otherwise actively triggering or passively triggering a session request for staff service; determining whether the staff service accepts the request or not; if the staff service accepts, session is carried out between the staff service and the customer; otherwise, the robot customer service continues session with the customer until the session is finished. The beneficial effects of the invention are as follows: to improve the accuracy of problem resolution by classifying message types, constructing various knowledge bases and retrieving corresponding knowledge bases based on message types; the efficiency of staff service and robot customer service switching is increased and the user experience satisfaction is greatly improved.
Owner:HARBIN INST OF TECH SHENZHEN GRADUATE SCHOOL +1

Method for improving memory by identifying and using QEEG parameters correlated to specific cognitive functioning

InactiveUS6309361B1ElectroencephalographySensorsChild populationMental ability
Mental abilities are labeled with terms such as memory, problem solving, spelling, etc. and can be measured by psychological measures such as recall score, etc. The physical correlates of brain functioning employ such measures as blood flow, electrophysiological events, etc. The relationship between these different scientific domains is called the mind-body problem. The submitted patent addresses the empirically obtained correlative relationships between a number of cognitive capabilities and the Quantitative EFG (QEEG) measures (coherence, phase, magnitude, etc.) during cognitive activation conditions. The QEEG measures reflect the electrophysiology of the gray matter of the brain underlying the scalp. The cognitive abilities addressed include memory for auditory (paragraphs, word lists) and visual (faces, Korean characters, reading material) information (immediate and delayed recall ability), spatial problem solving (Raven's Matrices), spelling, mathematical ability (multiplication, internal spatial addition), pronunciation of nonsense (not real) words, memory for autobiographical information, intentions and where objects have been placed. The patent addresses the different patterns which are responsible for effective cognitive functioning in the adult and child population as well as the normal response patterns across the tasks for the two groups. The relationship between cognitive success of auditory memory ability (paragraphs, word lists) was examined for the eyes closed and auditor, attention condition. The analysis reflected the positive relationship between certain QEEG variables across different cognitive conditions. The value of the patent resides in providing the specific QEEG parameters which are responsible for specitic cognitive abilities. These QEEG variables can be effectively changed through an operant biofeedback conditioning methodology.
Owner:THORNTON KIRTLEY E
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