Granted Patent B2

US 7,627,551 · App. 11/625,998 · Granted Dec 1, 2009

Assignee: GM Global Technology Operations, Inc.

Abstract

Claims (42)

1. A computer implemented method for using case-based reasoning (CBR) information retrieval processes, the method comprising:

accessing a data model including symptom attributes and solution attributes;

receiving a query from a requestor specifying one or more values for one or more of the symptom attributes;

executing the query including searching a database of archive records that are not structurted to facilitate CBR for the specified symptom attribute values and receiving a subset of the archive records that include the specified values;

determining values associated with one or more of the solution attributes for each of the records in the subset; and

creating a temporary case record for each of the records in the subset, each of the temporary case records comprising a pointer to the corresponding record in the subset and a heading section including the symptom attributes, the specified symptom attribute values, the solution attributes, and the solution attribute values associated with the corresponding record in the subset, creating a temporary case base from archive records in real time in response to the values specified in the query.

2. The method of claim 1 further comprising transmitting the temporary case records to the requester.

3. The method of claim 2 further comprising deleting the temporary case records after performing the transmitting.

4. The method of claim 1 further comprising:

identifying cases in a case base database that include the specified symptom attribute values; and

transmitting the identified cases and the temporary case records to the requestor.

5. The method of claim 4 further comprising deleting the temporary case records after performing the transmitting.

6. The method of claim 4 further comprising ordering the identified cases and the temporary case records from largest number of solution attribute values to smallest number of solution attribute values before performing the transmitting.

7. The method of claim 1 wherein the searching the database of archive records includes searching free form text for the specified symptom attribute values.

8. The method of claim 1 wherein the determining values includes processing free form text to locate the solution attributes.

9. The method of claim 1 wherein the executing the query further includes recording an access to the archive records in the subset and the method further comprises permanently deleting archive records that have not been accessed within a specified period of time.

10. The method of claim 1 wherein one or more of the searching the database and the determining values is performed using an information extraction tool.

11. The method of claim 1 wherein one or more of the symptom and solution attributes is associated with a finite set of values.

12. The method of claim 1 wherein all or a subset of the determining is performed using an information extraction tool on unstructured text data contained in the archive records.

13. A computer implemented system for using CBR information retrieval processes, the system comprising:

a data model in communication with a network and including symptom attributes and solution attributes;

a database of archive records in communication with the network; and

a processor in communication with the data model and the database via the network and including computer instructions for facilitating:

receiving a query from a requester specifying one or more values for one or more of the symptom attributes;

executing the query including searching the database of archive records that are not structured to facilitate CBR for the specified symptom attribute values and receiving a subset of the archive records that include the specified values;

determining values associated with one or more of the solution attributes for each of the records in the subset; and

creating a temporary case record for each of the records in the subset, each of the temporary case records comprising a pointer to the corresponding record in the subset and a heading section including the symptom attributes, the specified symptom attribute values, the solution attributes, and the solution attribute values associated with the corresponding record in the subset, thereby creating a temporary case base from archive records in real time in response to the values specified in the query.

14. The system of claim 13 wherein the instructions further facilitate transmitting the temporary case records to the requestor.

15. The system of claim 14 wherein the instructions further facilitate deleting the temporary case records after performing the transmitting.

16. The system of claim 14 wherein the instructions further facilitate:

identifying cases in a case base database that include the specified symptom attribute values; and

transmitting the identified cases and the temporary case records to the requestor.

17. The system of claim 16 wherein the instructions further facilitate deleting the temporary case records after performing the transmitting.

18. The system of claim 13 wherein the searching the database of archive records includes searching free form text for the specified symptom attribute values.

19. A computer program product for using CBR information retrieval processes, the computer program product comprising:

a storage medium readable by a processing circuit and storing instructions for execution by the processing circuit for facilitating a method comprising:

accessing a data model including symptom attributes and solution attributes;

receiving a query from a requestor specifying one or more values for one or more of the symptom attributes;

executing the query including searching a database of archive records that are not structured to facilitate CBR for the specified symptom attribute values and receiving a subset of the archive records that include the specified values;

determining values associated with one or more of the solution attributes for each of the records in the subset; and

creating a temporary case record for each of records in the subset, the temporary case record comprising a pointer to the corresponding record in the subset and a heading section including the symptom attributes, the specified symptom attribute values, the solution attributes, and the solution attribute values associated with the corresponding record in the subset, creating a temporary case base from the archive records in real time in response to the values specified in the query.

20. The computer program product of claim 18 wherein the instructions further facilitate transmitting the temporary case records to the requestor and deleting the temporary case records after performing the transmitting.

Assignments (12)

Continuity (1)