Customer support solution recommendation system
US8819013B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Nov 1, 2012 |
| Grant date | Aug 26, 2014 |
| Priority date | — |
| Expiry date | Feb 19, 2033 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F16/48
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Methods, systems, and apparatus, including computer programs encoded on a computer-readable storage medium and a method for automatically providing support solutions in response to user feedback items. The method comprises receiving user feedback items and corresponding support solutions. The method further comprises identifying, using clustering techniques, associations between the user feedback items and the corresponding support solutions. The method further comprises storing the identified associations as an items-solutions model that correlates the user feedback items with the corresponding support solutions. The method further comprises receiving a new user feedback item. The method further comprises automatically determining, using the items-solutions model, at least one support solution that corresponds to the new user feedback item. The method further comprises providing the at least one support solution in response to the received new user feedback item.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.