SAP SE
Auto-solution help desk advisor

Abstract:

A system includes a processor that executes instructions stored in a memory to implement an auto-solution advisor on a server. The auto-solution advisor receives a current help request describing in lay language text a problem with a computer application or computing device, and determines whether the current help request is textually similar to a previous help request for a previous problem. Based on the similarity of the current help request to the previous help request, the auto-solution advisor assigns a known solution for the previous problem as the suggested solution for the current help request.