Abstract: Sequences of computer network log entries indicative of a cause of an event described in a first type of entry are identified by training a long short-term memory (LSTM) neural network to detect computer network log entries of a first type. The network is characterized by a plurality of ordered cells Fi=(xi, ci-1, hi-1) and a final sigmoid layer characterized by a weight vector wT. A sequence of log entries xi is received. An hi for each entry is determined using the trained Fi. A value of gating function Gi(hi, hi-1)=II (wT(hi?hi-1)+b) is determined for each entry. II is an indicator function, b is a bias parameter. A sub-sequence of xi corresponding to Gi(hi, hi-1)=1 is output as a sequence of entries indicative of a cause of an event described in a log entry of the first type.

Abstract: At a communication server, a first computer device and a second computer device are connected to a collaborative support session configured to support audio communications, screen sharing, and control of the first computer device by the second computer device. Screen sharing video image content is converted to a text sequence with timestamps. A text log with timestamps is generated from the text sequence. Using a command-based machine learning model, a sequence of commands and associated parameters, with timestamps, are determined from the text log. Audio is analyzed to produce speech-based information with timestamps. The command sequence is time-synchronized with the speech-based information based on the timestamps of the command sequence and the timestamps of the speech-based information. A knowledge report for the collaborative support session is generated.

Abstract: At a communication server, a first computer device and a second computer device are connected to a collaborative support session configured to support audio communications, screen sharing, and control of the first computer device by the second computer device. Screen sharing video image content is converted to a text sequence with timestamps. A text log with timestamps is generated from the text sequence. Using a command-based machine learning model, a sequence of commands and associated parameters, with timestamps, are determined from the text log. Audio is analyzed to produce speech-based information with timestamps. The command sequence is time-synchronized with the speech-based information based on the timestamps of the command sequence and the timestamps of the speech-based information. A knowledge report for the collaborative support session is generated.

Abstract: Sequences of computer network log entries indicative of a cause of an event described in a first type of entry are identified by training a long short-term memory (LSTM) neural network to detect computer network log entries of a first type. The network is characterized by a plurality of ordered cells Fi=(xi, ci-1, hi-1) and a final sigmoid layer characterized by a weight vector wT. A sequence of log entries xi is received. An hi for each entry is determined using the trained Fi. A value of gating function Gi(hi, hi-1)=II (wT(hi?hi-1)+b) is determined for each entry. II is an indicator function, b is a bias parameter. A sub-sequence of xi corresponding to Gi(hi, hi-1)=1 is output as a sequence of entries indicative of a cause of an event described in a log entry of the first type.