Self fixing computer systems?

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Hello,

Enclosed are two stories on current products offering automated troubleshooting support:

Automatic support for troubleshooting windows?
http://www.eventid.net/

Could Self Learning Robots Replace the Human Element of Call Centers? IPSoft Thinks So.
http://inventorspot.com/articles/could- ... centers-ip

Just how close are 'artificial intelligence' (AI) APPS to yielding self-troubleshooting computer systems?

Thank-you

I do foresee AI's doing the most basic tech support things. However some just require leaps of logic and faith.

I remember doing tech support this old gentleman kept saying his PC made weird noises and after an hour and having him open his computer case and all it turns out it was his hamster, kept in the same room, which he had forgotten to feed for the past two days. I only stayed on the line and suggested it was an external cause because I could hear the squeaks and they didnt sound PC-like

I could make a joke about the hamster running on his wheel to provide power to the PC, but I won't do so?

A vast majority of problems call center tech support deal with are a direct result of the user not understanding what the computer is actually telling them ( not understanding/not reading error dialogs, assuming a software problem is a hardware issue or vice versa, in general not knowing how to use a computer, etc)

If you can't adequately explain what your problem is in a way a machine can understand, then there is no hope that a machine can fix your problem for you. If you *can* explain your problem in a way that a computer can understand, then you can almost always fix your problem yourself and you don't even need a help desk.

If there's an issue that you can explain adequately but don't have the ability to fix yourself (resetting passwords in a corporate environment, etc). Then there might be a use case there, but how is that meaningfully different from enabling self-service for those tasks?

"I pity the poor hamsters and guinea pigs running on their exercise-wheels; yet not getting anywhere!"

Anyways, the automatic support 'Evlog 2.0' (yes, an improvement on Evlog 1.0) for troubleshooting WINDOWS for the "somewhat technically" inclined home-users seems to be a "step in the right direction" for future examples e.g., 'EvLog 3.0?' in self-fixing computers!

EvLog 2.0 http://www.eventid.net/