Method and system of intelligently managing customer support requests
US12373845B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Apr 4, 2022 |
| Grant date | Jul 29, 2025 |
| Priority date | — |
| Expiry date | Aug 17, 2042 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F40/40
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A system and method for automatically identifying an operating procedure for resolving a customer support request includes receiving a customer support request for resolving an issue, encoding the issue into one or more text encoding representations, providing the one or more text encoding representations as a first input to a matching and selection unit, providing operating procedure encodings for a plurality of operating procedures as a second input to the matching and selection unit, comparing, by the matching and selection unit, the one or more text encoding representations to the operating procedure encodings to identify one or more operating procedures for resolving the issue, and providing the one or more operating procedures as recommendations for resolving the issue, wherein at least one of the one or more text encoding representations and the operating procedure encodings are generated by utilizing a geometric progressing natural language processing (NLP) algorithm.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.