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    • 1. 发明申请
    • METHOD AND APPARATUS FOR AUTHORING AND OPTIMIZING FLOWCHARTS
    • 用于执行和优化流量的方法和装置
    • US20080227066A1
    • 2008-09-18
    • US11686959
    • 2007-03-15
    • Alina BeygelzimerMark BrodieSheng MaJonathan LenchnerIrina Rish
    • Alina BeygelzimerMark BrodieSheng MaJonathan LenchnerIrina Rish
    • G09B19/00
    • G09B7/00
    • A method and system for generating problem resolution flowcharts, whereby users do not author flowcharts directly but instead author a dependency matrix of questions and answers related by state or underlying problem cause. After creation of a matrix of questions and answers, a corresponding flowchart is then calculated based on the information in the dependency matrix, and also based on the likelihood of the various problems and their causes. The probabilities of problems and their causes may be estimated or may be calculated from historical data accumulated by use of the flow chart, or some combination of the two. These probabilities are incorporated into the answer cells of the dependency matrix. The resulting flowchart is tested and evaluated, and the results of testing and evaluation are used to make modifications in the matrix of questions and answers. The flowchart is then made available for execution by a problem determination engine, usable by staff at a help center or directly as self-help to a customer over a network. Experience from use of the problem determination engine is accumulated for use in further refinements of the dependency matrix and its probabilities.
    • 用于生成问题解决流程图的方法和系统,其中用户不直接创作流程图,而是创建与状态或潜在问题原因相关的问题和答案的依赖矩阵。 在创建了问题和答案矩阵之后,根据依赖矩阵中的信息,并根据各种问题及其原因的可能性,计算出相应的流程图。 问题的可能性及其原因可以估计,或者可以通过使用流程图累积的历史数据或两者的某种组合来计算。 这些概率被并入依赖矩阵的答案单元格中。 得到的流程图进行了测试和评估,测试和评估的结果用于对问题和答案矩阵进行修改。 然后,该流程图可由问题确定引擎执行,可由帮助中心的工作人员使用,或直接作为对网络上的客户的自助。 积累了使用问题确定引擎的经验,用于进一步细化依赖矩阵及其概率。
    • 2. 发明授权
    • Method and apparatus for authoring and optimizing flowcharts
    • 制作和优化流程图的方法和装置
    • US08341610B2
    • 2012-12-25
    • US11686959
    • 2007-03-15
    • Alina BeygelzimerMark BrodieSheng MaJonathan LenchnerIrina Rish
    • Alina BeygelzimerMark BrodieSheng MaJonathan LenchnerIrina Rish
    • G06F9/45G06F9/44
    • G09B7/00
    • A method and system for generating problem resolution flowcharts, whereby users do not author flowcharts directly but instead author a dependency matrix of questions and answers related by state or underlying problem cause. After creation of a matrix of questions and answers, a corresponding flowchart is then calculated based on the information in the dependency matrix, and also based on the likelihood of the various problems and their causes. The probabilities of problems and their causes may be estimated or may be calculated from historical data accumulated by use of the flow chart, or some combination of the two. These probabilities are incorporated into the answer cells of the dependency matrix. The resulting flowchart is tested and evaluated, and the results of testing and evaluation are used to make modifications in the matrix of questions and answers. The flowchart is then made available for execution by a problem determination engine, usable by staff at a help center or directly as self-help to a customer over a network. Experience from use of the problem determination engine is accumulated for use in further refinements of the dependency matrix and its probabilities.
    • 用于生成问题解决流程图的方法和系统,其中用户不直接创作流程图,而是创建与状态或潜在问题原因相关的问题和答案的依赖矩阵。 在创建了问题和答案矩阵之后,根据依赖矩阵中的信息,并根据各种问题及其原因的可能性,计算出相应的流程图。 问题的可能性及其原因可以估计,或者可以通过使用流程图累积的历史数据或两者的某种组合来计算。 这些概率被并入依赖矩阵的答案单元格中。 所得流程图经过测试和评估,测试和评估结果用于对问题和答案矩阵进行修改。 然后,该流程图可由问题确定引擎执行,可由帮助中心的工作人员使用,或直接作为对网络上的客户的自助。 积累了使用问题确定引擎的经验,用于进一步细化依赖矩阵及其概率。