A method and computer-readable medium for providing electronic support and assistance
from a server to a client are disclosed. An agent residing on the client monitors
events requiring support, such as faults and error messages. When an event requiring
support occurs, the client agent collects data associated with the event, formulates
a message, and transmits the message to the server. The server applies the event
data to support vector machines that classify the data into categories and produce
probability scores for each category. Category probability scores that exceed a
threshold value cause the server to formulate and transmit a response containing
category-specific resolution information to the client. When no matching categories
are identified, the response so indicates.
