Abstract: In a method for managing an online chat session, an instant message received from a customer participating in the online chat session is examined. A determination that the examined instant message indicates characteristic of a problem being experienced by the customer is made. One or more chat participants to include in the online chat session to address the problem are determined based on the characteristic of the problem. A set of chat participants participating in the online chat session is modified to include the determined one or more chat participants in the set of chat participants.

Abstract: Automated problem analysis and resolution of a customer data-processing system uses a central service data-processor system communicating with the customer system and having a data base for converting machine, software, and symptom data into instructions, hardware and software module lists, and service call schedules. The customer system detects data concerning its own configuration and problem symptoms for communication to the service system. The service system itself orders repair modules, and electronically communicates software fixes to the customer system.