The present invention relates to systems and methods for automated troubleshooting. User identification is recorded, and the problem to be solved is determined. A series of decision trees are used to guide the user through troubleshooting. If the problem is resolved at any point, the event is logged as successful. This logging includes a listing of the steps taken by the user. The log may be employed to tune the decision tree for more optimal performance in the future. If no successful solutions are achieved, then the session may be forwarded to a human representative for resolution. Part of this forwarding includes classifying the event by at least one failure code. The failure code reflects the steps taken while guiding the user.
Please help me write a proper abstract based on the patent claims. CLAIM: 1. A method for automated troubleshooting comprising: recording user identification; determining a problem to be solved; assessing the user's technical competency level; guiding the user through a decision tree using an automated system with a processor, wherein the decision tree is based upon the user's technical competency level; and recording steps taken, while guiding the user, as an event. 2. The method of claim 1, further comprising resolving the problem and logging the event as successful, wherein the logging includes a listing of the steps taken by the user. 3. The method of claim 2, wherein the listing of the steps taken by the user is used to tune the decision tree. 4. The method of claim 1, further comprising elevating the user to a higher decision tree. 5. The method of claim 4, further comprising exhausting the decision tree and the higher decision tree without resolving the problem. 6. The method of claim 5, further comprising classifying the event by at least one failure code, wherein the failure code reflects the steps taken while guiding the user. 7. The method of claim 6, further comprising elevating the problem to a human representative. 8. The method of claim 7, further comprising providing the event classification to the human representative. 9. The method of claim 8, wherein human representative is selected by language skills, area of expertise and skill level. 10. The method of claim 1, wherein the guiding the user is done in a language chosen by the user. 11. An automated troubleshooting system comprising: an interface configured to receive user identification; a system diagnostic engine configured to determine a problem to be solved; an automated solutions provider, having a processor, configured to assess the user's technical competency level, and guide the user through a decision tree wherein the decision tree is based upon the user's technical competency level; and a database configured to record steps taken, while guiding the user, as an event. 12. The system of claim 11, wherein the automated solutions provider comprising resolves the problem and wherein the database logs the event as successful, wherein the logging includes a listing of the steps taken by the user. 13. The system of claim 12, wherein the listing of the steps taken by the user is used to tune the decision tree. 14. The system of claim 11, wherein the automated solutions provider elevates the user to a higher decision tree. 15. The system of claim 14, wherein the automated solutions provider exhausts the decision tree and the higher decision tree without resolving the problem. 16. The system of claim 15, wherein the automated solutions provider classifies the event by at least one failure code which is stored in the database, wherein the failure code reflects the steps taken while guiding the user. 17. The system of claim 16, further comprising a human interface configured to elevate the problem to a human representative. 18. The system of claim 17, wherein the human interface provides the event classification to the human representative. 19. The system of claim 18, wherein the human interface selects the human representative based upon language skills, area of expertise and skill level. 20. The system of claim 11, wherein the automated solutions provider guides the user in a language chosen by the user.