Automated system for proposing help center articles to be written to facilitate resolving customer-service requests
US10699183B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 5, 2018 |
| Grant date | Jun 30, 2020 |
| Priority date | — |
| Expiry date | Jan 18, 2039 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q10/02
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
The system obtains a set of tickets representing customer requests generated by a customer-support ticketing system. Next, the system feeds words from each ticket through a model to generate a request vector for the ticket, wherein the request vector comprises numerical values representing words in the ticket. The system then embeds the request vectors in a vector space. If help center articles already exist, the system embeds article vectors for the existing help center articles in the vector space. Next, the system identifies clusters of request vectors, which are within a pre-specified distance of each other in the vector space. If an identified cluster is more than a pre-specified distance away from a closest article vector in the vector space, the system notifies a content creator that a new article needs to be written, or an existing article needs to be updated, to cover the identified cluster.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.