Abstract: A computer retrieval system includes memory which stores instructions for (1) receiving a user query in a natural language, (2) identifying text strings from an associated knowledge base, each containing at least one expression (word or multi-word expression) which is matched with at least one expression of the user query, (3) refining the user query by representing at least a group of the text strings as a navigation tree in which each of a plurality of selectable nodes comprises an expression representative of at least one syntactic unit in at least one of the identified text strings and wherein relationships between syntactic units are used in structuring the nodes of the navigation tree, and (4) retrieving text from the knowledge base related to the refined query. A processor executes the instructions.

Abstract: A method for automated call assistance for malfunctions in an image production device may include receiving a signal from a user interface requesting call assistance, transmitting the call assistance request to an automated call assistance processing unit along with customer and image production device identification information, receiving a signal from the automated call assistance processing unit to identify one or more malfunctions, identifying one or more malfunctions, transmitting the one of more identified malfunctions to the automated call assistance processing unit, receiving a signal from the automated call assistance processing unit to perform one or more diagnostic tests on the image production device, performing the one or more diagnostic tests, transmitting the results of the one or more diagnostic tests to at least one of the user interface and the automated call assistance processing unit, receiving instructions from the automated call assistance processing unit concerning one or more remedies

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 communication system and apparatus for a xerographic imaging system for enhanced collaborative communication between the machine user and the remote troubleshooting advisor. The machine includes an imager for showing a selected virtual representation of the machine including an image of the machine illustrating an area of the machine having the troubleshooting need. A communication link exists between the user and the advisor and comprises a bi-directional visualization of a selected virtual representation synchronously displayed to the user and the advisor via respective imagers. An image adjuster is operated by the expert for selective adjustment of the virtual representation to suggest a section of the area of the machine wherein action by the machine user may resolve the troubleshooting need. The selective adjustment is communicated to the machine user through the communication link whereby upon viewing this suggested adjustment, corrective action is suggested to the user.

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 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 method for assisting a user to develop a query in a natural language includes receiving a user's query in a natural language and, while the user's query is being entered, presenting a subset of ranked query suggestions from a collection of ranked query suggestions to the user as candidates for user queries. The subset is based on that portion of the user's query already entered. The query suggestions in the subset of query suggestions are presented according to their respective rankings in the collection. Each of the query suggestions in the collection is formulated to retrieve at least one responsive instance in the knowledge base. The rankings of the query suggestions in the collection are based at least in part on stored logs of prior user sessions in which user queries were input to a search engine for retrieving responsive instances from the knowledge base.

Abstract: Methods are disclosed for augmenting the identification of objects tracked in a sequence of images using active devices. In one embodiment, encoded information transmitted from active devices, such as a PDA, is decoded from the sequence of images to provide identifying information to a tracked region of interest. In another embodiment, motion information transmitted from active devices is associated with regions of interest tracked between images in the sequence of images. In a further embodiment, these embodiments operate together to minimize possible signal interference.

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 computer retrieval system includes memory which stores instructions for (1) receiving a user query in a natural language, (2) identifying text strings from an associated knowledge base, each containing at least one expression (word or multi-word expression) which is matched with at least one expression of the user query, (3) refining the user query by representing at least a group of the text strings as a navigation tree in which each of a plurality of selectable nodes comprises an expression representative of at least one syntactic unit in at least one of the identified text strings and wherein relationships between syntactic units are used in structuring the nodes of the navigation tree, and (4) retrieving text from the knowledge base related to the refined query. A processor executes the instructions.

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 communication system and apparatus for a xerographic imaging system for enhanced collaborative communication between the machine user and the remote troubleshooting advisor. The machine includes an imager for showing a selected virtual representation of the machine including an image of the machine illustrating an area of the machine having the troubleshooting need. A communication link exists between the user and the advisor and comprises a bi-directional visualization of a selected virtual representation synchronously displayed to the user and the advisor via respective imagers. An image adjuster is operated by the expert for selective adjustment of the virtual representation to suggest a section of the area of the machine wherein action by the machine user may resolve the troubleshooting need. The selective adjustment is communicated to the machine user through the communication link whereby upon viewing this suggested adjustment, corrective action is suggested to the user.

Abstract: Methods are disclosed for augmenting the identification of objects tracked in a sequence of images using active devices. In one embodiment, encoded information transmitted from active devices, such as a PDA, is decoded from the sequence of images to provide identifying information to a tracked region of interest. In another embodiment, motion information transmitted from active devices is associated with regions of interest tracked between images in the sequence of images. In a further embodiment, these embodiments operate together to minimize possible signal interference.