Abstract: A system for automatically resolving information technology (IT) issues, comprising a plurality of client devices each executing a respective local IT assistance agent, and one or more remote servers communicatively coupled to the plurality of client devices via one or more network and adapted to execute an IT assistance engine. The IT assistance engine is adapted to receive, from the local IT assistance agent executed by one or more client devices, an assistance request for resolving one or more IT issue relating to the client device, collecting system data relating to the IT issue(s), using Machine Learning model(s) applied to analyze the system data to automatically determine one or more resolution profiles comprising a set of actions implementing one or more solutions for resolving the IT issue(s), and transmitting the resolution profile(s) to one or more agents adapted to execute automatically the set of actions to resolve the IT issue(s).

Abstract: A method includes receiving a service ticket corresponding to an undesired state of a client device, assigning the service ticket to a technician, and coordinating a remote control session between a technician device and the client device. The method includes obtaining a set of actions performed under remote technician control to transition the client device from the undesired state to a desired state. Each action describes one or more user interface interactions with the client device. The method includes storing a resolution profile (RP) based on the set of actions and textual descriptors. The method includes classifying a second service ticket received from a second client device. The method includes, in response to the classification indicating that the RP is applicable to the second service ticket, selectively instructing a software agent executing on the second client device to programmatically replay the set of actions from the RP without technician intervention.

Abstract: A system includes at least one processor and a memory storing instructions for execution on at least one processor. The instructions include receiving a service ticket corresponding to an undesired system state of a client device and coordinating a remote control session between a technician device and the client device. The instructions include obtaining a set of actions performed under remote control by a technician to transition the client device from the undesired system state to a desired system state, where each action of the set of actions describes one or more user interface (UI) interactions with the client device. The instructions include selectively modifying the set of actions in response to receiving input from the technician and selectively replaying the set of actions from a resolution profile (RP) on a second client device, where the RP is based on the modified set of actions and identified keywords.