Automatically clustering customer-support requests to form customer-support topics
US11436610B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 26, 2018 |
| Grant date | Sep 6, 2022 |
| Priority date | — |
| Expiry date | Jun 23, 2040 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q10/02
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
The system obtains a set of tickets representing customer requests for a customer-support ticketing system. Next, the system produces a set of request vectors by feeding words from each ticket through a model to generate a request vector for the ticket, wherein the set of request vectors is represented as a set of points in a vector space. The system then performs a clustering operation on the set of points to form clusters representing support topics, wherein the clustering operation creates a new point for a new ticket in the vector space when the new ticket is received, and incrementally updates existing clusters to accommodate the new point. Finally, the system presents a user interface to a customer-support agent, wherein the user interface uses the support topics to organize the customer requests, and enables the customer-support agent to perform a customer-support operation in response to a customer request.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.