INTERNET EXPERT SYSTEM AND METHOD USING FREE-FORM MESSAGING IN A DIALOGUE FORMAT

Method of providing technical support using an expert system including exchanging information between the system and the computing devices in a conversational format utilizing the Internet. The expert system is connected to a knowledge base having data relevant to diagnosing operating conditions of at least one product. The knowledge base may have a tree-like arrangement of rules in which each rule includes a number of antecedents and a solution. Incoming text strings to the expert system are free-form descriptions of the operating conditions of the product for which technical support is sought. The outgoing text strings include questions strings and solutions strings, and the identification of user options, which may include requests for explanations and/or summaries of the session progress. Deduction and induction are employed to identify a rule which includes a solution that resolves the problem experienced by the user who is engaged in a session.