Abstract: A computer-based method and system for optimal print profile selection are provided. The method includes receiving a color document and print profiles into memory, identifying out-of-gamut regions within the color document, presenting the identified out-of-gamut regions to a user, receiving color accuracy requirements from the user for at least one out-of-gamut region, computing a color quality value for each of the at least one print profile based at least partially on the received color accuracy requirements, creating a ranked list comprising the at least one print profiles ranked at least partially according to the computed color quality value, and outputting the ranked list to a user terminal, a computer monitor, or computer memory.

Abstract: A print mediator includes an interface module which serves as an interface for a document to be submitted for printing. The interface module communicates with an associated printing infrastructure for acquiring color rendering information for a print queue of the printing infrastructure. A reviewing application receives the acquired color rendering information and generates a visual representation of a document to be submitted for printing based thereon. Problems relating to color rendering by the printing infrastructure are detected and proposals for correction are presented to the submitter by the reviewing application. The user can review the proposals and accept or reject them as well as making annotations on the document. An analogous reviewing application is accessed by the print shop operator to review the document and submitter's annotations.

Abstract: A system and method are provided for refining a user's query. An entity index, generated from a corpus of text documents, is provided. The entity index includes a set of entity structures, each including a plurality of terms. Each of the terms of an entity structure is a feature of the same entity. Entity structures can be retrieved from the entity index which match at least a portion of the user's query. Clusters of the retrieved entity structures are identified which have at least one of their terms in common. A cluster hierarchy is generated from the identified clusters in which nodes of the hierarchy are defined by one or more of the terms of the retrieved entity structures. At least a portion of the cluster hierarchy is presented to the user for facilitating refinement of the user's query through user selection of a node which, when formulated as a search, retrieves one or more responsive documents from the corpus of documents.

Abstract: A system and method which may be implemented at least partly by a computer, are provided for developing a support system. A virtual representation of a device is generated for display on a user interface. Links between components of the virtual representation, which represent components of the device, and corresponding cases in a searchable knowledge base (SKB) are stored. Users can navigate the SKB in search of a solution to a problem with the device with the assistance of the virtual representation which enables actuation of the existing links. The users are able to create new links, each new link linking a component of the virtual representation with a case in the SKB which the user identifies as providing a solution to the problem with the device which is related to the component. The new link is stored for future use by the user or by other users.

Abstract: A system locates a user in a remote troubleshooting environment. An office device is utilized to perform at least one of a copy, a facsimile, a print, and an email. A headset facilities audio communication between the user and a remote troubleshooter. A compass is located proximate to the office device wherein the headset is placed in a predetermined location proximate to the compass to establish a datum point such that movement from the datum point is recognized as a location proximate to the office device. A remote processing component displays the location of the headset relative to the office device based on information provided by the compass.

Abstract: This disclosure provides collaborative communication systems and methods to facilitate troubleshooting of a device. Specifically, the disclosed systems and methods include a dynamic virtual representation of a device from the perspective of a user of the device which is shared with a remote troubleshooter. The dynamic virtual representation is based on the position of the user.

Abstract: A system and a method for linking textual and physical concepts are disclosed. The method includes extracting candidate phrases from a knowledge base for a device, the candidate phrases including noun phrases. A set of candidate concepts is generated, based on the extracted noun phrases. Provision is made, e.g., on a graphical user interface, for a user to generate mapped concepts for physical components of the device by selecting, for each concept to be mapped, a physical component shown in a graphical representation of the device and at least one of the candidate concepts which is to be linked to that physical component. The knowledge base is indexed, based on the mapped concepts. In this way, textual expressions in the knowledge base are linked to a respective physical component through one of the mapped concepts.

Abstract: A system locates a user in a remote troubleshooting environment. An office device is utilized to perform at least one of a copy, a facsimile, a print, and an email. A headset facilities audio communication between the user and a remote troubleshooter. A compass is located proximate to the office device wherein the headset is placed in a predetermined location proximate to the compass to establish a datum point such that movement from the datum point is recognized as a location proximate to the office device. A remote processing component displays the location of the headset relative to the office device based on information provided by the compass.

Abstract: Disclosed are embodiments of a color management system and an associated method that display a visual representation of a digital version of a document and further annotate selected object(s) in the visual representation with corresponding statement(s) containing a natural language description of any color differences between the selected object and the same object in a different digital version of the same document. For example, a visual representation of the print-preview version of a document can be displayed and a selected object within the visual representation can be annotated with a statement containing a natural language description of any color differences between the selected object and the same object in the selected-for-print-preview version of the document. By annotating selected object(s) on the display in this manner, the embodiments provide an accurate indication of color variations between the two versions even in a non-calibrated and/or non-optimal viewing environment.

Abstract: A system locates a user in a remote troubleshooting environment. An office device is utilized to perform at least one of a copy, a facsimile, a print, and an email. A headset facilities audio communication between the user and a remote troubleshooter. A compass is located proximate to the office device wherein the headset is placed in a predetermined location proximate to the compass to establish a datum point such that movement from the datum point is recognized as a location proximate to the office device. A remote processing component displays the location of the headset relative to the office device based on information provided by the compass.

Abstract: A system and method enable semi-automated generation of query expansion rules for searching a knowledge base. Candidate synonymy pairs are automatically extracted from queries made by users when searching a knowledge base. Synonymy rules are defined, based on the extracted candidate synonymy pairs, and may be context dependent. Query expansion rules based on the defined synonymy rules can then be exported to a storage medium for use in expansion of new user queries when searching the knowledge base.

Abstract: A system and method for guiding a user in building a query are disclosed. The method includes providing an interaction space in which a user formulates a query using a plurality of query building blocks selected from a predefined set of query building blocks. The user's formulation of the query is guided. Guiding selection of at least a next building block is provided by at least one of a content-based mechanism which limits the selection of the next building block to those which will yield at least one result from an indexed collection of documents, a structure-based selection mechanism which limits the selection of the next building block to those which meet a predefined grammar, and a usage-based selection mechanism which proposes a next building block based on patterns of building blocks used in building prior queries. Each of these guidance mechanisms may be provided with the result that the next block proposed is informed by each of the mechanisms.

Abstract: A system and method are disclosed for determining when to escalate from one support level to a higher support level in assisting a user resolve a problem with a device. The method includes storing information on past users' interactions with a self help server during prior self help sessions, the self help server providing a first remote support level for troubleshooting a problem with a device. Information is stored on a current user's interactions with the self help server during a current self help session for troubleshooting the current user's problem with a device. A determination of when to provide for escalation to a higher remote support level for troubleshooting the current user's problem with the device is based on the stored information on the past users' interactions and the current user's interactions.

Abstract: A system and method are provided for refining a user's query. An entity index, generated from a corpus of text documents, is provided. The entity index includes a set of entity structures, each including a plurality of terms. Each of the terms of an entity structure is a feature of the same entity. Entity structures can be retrieved from the entity index which match at least a portion of the user's query. Clusters of the retrieved entity structures are identified which have at least one of their terms in common. A cluster hierarchy is generated from the identified clusters in which nodes of the hierarchy are defined by one or more of the terms of the retrieved entity structures. At least a portion of the cluster hierarchy is presented to the user for facilitating refinement of the user's query through user selection of a node which, when formulated as a search, retrieves one or more responsive documents from the corpus of documents.

Abstract: A computer-based method and system for optimal print profile selection are provided. The method includes receiving a color document and print profiles into memory, identifying out-of-gamut regions within the color document, presenting the identified out-of-gamut regions to a user, receiving color accuracy requirements from the user for at least one out-of-gamut region, computing a color quality value for each of the at least one print profile based at least partially on the received color accuracy requirements, creating a ranked list comprising the at least one print profiles ranked at least partially according to the computed color quality value, and outputting the ranked list to a user terminal, a computer monitor, or computer memory.

Abstract: A method for troubleshooting a problem with a device includes acquiring device data for the device, receiving a user's query concerning a device in a natural language, presenting possible refinements to at least a portion of the user's query for defining a problem statement, presenting candidate solutions that are associated with the defined problem statement in a knowledge base, at least one of the presentation of possible refinements and the presentation of candidate solutions being informed by device data that is linked through a diagnostic model of the device to at least one of the problem statements and candidate solutions.

Abstract: A guided natural language interface, a method for guiding a user in specifying a color problem with a document image, and a set of templates for use in the interface and method are provided. The interface includes computer readable memory which stores a set of issue description templates, each template being configured for guiding a user in formulating a problem statement characterizing, in natural language, a problem related to color identified in an input document. A natural rendering engine receives information input by a user and/or information input from an associated problem detector, and instantiates one of the templates in response thereto. The natural language rendering engine is configured for presenting the problem statement to the user as it is refined and communicating information based on the refined problem statement to an associated problem corrector.

Abstract: Disclosed are embodiments of a color management system and an associated method that display a visual representation of a digital version of a document and further annotate selected object(s) in the visual representation with corresponding statement(s) containing a natural language description of any color differences between the selected object and the same object in a different digital version of the same document. For example, a visual representation of the print-preview version of a document can be displayed and a selected object within the visual representation can be annotated with a statement containing a natural language description of any color differences between the selected object and the same object in the selected-for-print-preview version of the document. By annotating selected object(s) on the display in this manner, the embodiments provide an accurate indication of color variations between the two versions even in a non-calibrated and/or non-optimal viewing environment.

Abstract: A system suited to self-troubleshooting includes a processor which identifies normalized forms of at least some of the words of a natural language user query input by a user. The user query may describe a problem experienced with a machine, such as a printer. The processor retrieves text strings which may comprise problem statements stored in memory. Each retrieved problem statement includes at least one word with a normalized form which is recognized by the processor as being equivalent to one of the identified normalized forms. Each of the retrieved problem statements may be associated with at least one solution sequence for addressing the problem with the machine. In the event that the stored problem statements in memory are not fully responsive, the processor provides one or more options for refinement of the user query based on tags associated with those words of the problem statements which are responsive.

Abstract: A system and method which may be implemented at least partly by a computer, are provided for developing a support system. A virtual representation of a device is generated for display on a user interface. Links between components of the virtual representation, which represent components of the device, and corresponding cases in a searchable knowledge base (SKB) are stored. Users can navigate the SKB in search of a solution to a problem with the device with the assistance of the virtual representation which enables actuation of the existing links. The users are able to create new links, each new link linking a component of the virtual representation with a case in the SKB which the user identifies as providing a solution to the problem with the device which is related to the component. The new link is stored for future use by the user or by other users.