Method and system to manage technical support sessions using historical technical support sessions

Patent metadata

Field	Value
Publication number	US-11941641-B2
Application number	US-202117502174-A
Country	US
Kind code	B2
Filing date	Oct 15, 2021
Priority date	Oct 15, 2021
Publication date	Mar 26, 2024
Grant date	Mar 26, 2024

Abstract

In general, embodiments relates to a method for managing a technical support session, comprising: obtaining customer identification information for a technical support session, extracting at least one keyword for the technical support session, identifying a plurality of historical technical support sessions using the at least one keyword and the customer identification information, and displaying at least one of the plurality of historical technical support sessions to a technical support person (TSP) during the technical support session.

First claim

What is claimed is:

1. A method for managing a technical support session, comprising:
obtaining customer identification information for a technical support session, wherein the customer identification information identifies a customer, wherein the customer is a person in a legal entity, and wherein the technical support session is used by a technical support person to interact with the customer in order to resolve a technical support issue of the customer;
extracting at least one keyword for the technical support session;
identifying a second plurality of historical technical support sessions from a first plurality of historical technical support sessions using the at least one keyword and the customer identification information,
wherein each of the first plurality of historical technical support sessions comprises an interaction between one of a plurality of customers and one of a plurality of technical support persons,
wherein each of the second plurality of historical technical support sessions is associated with the legal entity and comprises the at least one keyword;

obtaining a ranking associated with each of the second plurality of historical technical support sessions, wherein each ranking is based on the success of corresponding historical technical support session; and
displaying, in a ranked order, the second plurality of historical technical support sessions to a technical support person (TSP) during the technical support session;
in parallel to the extracting and the identifying,
receiving a TS correspondence from the customer for the technical support session;
cleaning the TS correspondence to obtain cleaned TS correspondence;
performing a classification of the cleaned TS correspondence to determine the TS is a question;
making a determination, after the classification, that the cleaned TS correspondence is a duplicative of a second question in the technical support session; and
based on the determination, visually linking the cleaned TS correspondence to a prior TS correspondence in the TS session.

2. The method of claim 1 , wherein the customer identification information is extracted from the technical support session.

3. The method of claim 1 , wherein the first plurality of historical technical support sessions comprises a historical technical support session obtained from a first geographic region and a second historical technical support session obtained from a second geographic region.

4. A non-transitory computer readable medium comprising computer readable program code to:
obtain customer identification information for a technical support session, wherein the customer identification information identifies a customer, wherein the customer is a person in a legal entity, and wherein the technical support session is used by a technical support person to interact with the customer in order to resolve a technical support issue of the customer;
extract at least one keyword for the technical support session;
identify a second plurality of historical technical support sessions from a first plurality of historical technical support sessions using the at least one keyword and the customer identification information,
wherein each of the first plurality of historical technical support sessions comprises an interaction between one of a plurality of customers and one of a plurality of technical support persons,
wherein each of the second plurality of historical technical support sessions is associated with the legal entity and comprises the at least one keyword;

obtain a ranking associated with each of the second plurality of historical technical support sessions, wherein each ranking is based on the success of corresponding historical technical support session; and
display, in a ranked order, the second plurality of historical technical support sessions to a technical support person (TSP) during the technical support session;
in parallel to the extracting and the identifying,
receive a TS correspondence from the customer for the technical support session;
clean the TS correspondence to obtain cleaned TS correspondence;
perform a classification of the cleaned TS correspondence to determine the TS is a question;
make a determination, after the classification, that the cleaned TS correspondence is a duplicative of a second question in the technical support session; and
based on the determination, visually link the cleaned TS correspondence to a prior TS correspondence in the TS session.

5. The non-transitory computer readable medium of claim 4 , wherein the plurality of historical technical support sessions comprises a historical technical support session obtained from a first geographic region and a second historical technical support session obtained from a second geographic region.

6. The non-transitory computer readable medium of claim 4 , wherein the customer identification information is extracted from the technical support session.

7. A technical support (TS) system, comprising:
a processor;
wherein the TS system is configured to:
obtain customer identification information for a technical support session, wherein the customer identification information identifies a customer, wherein the customer is a person in a legal entity, and wherein the technical support session is used by a technical support person to interact with the customer in order to resolve a technical support issue of the customer;
extract at least one keyword for the technical support session;
identify a second plurality of historical technical support sessions from a first plurality of historical technical support sessions using the at least one keyword and the customer identification information,
wherein each of the first plurality of historical technical support sessions comprises an interaction between one of a plurality of customers and one of a plurality of technical support persons,
wherein each of the second plurality of historical technical support sessions is associated with the legal entity and comprises the at least one keyword;

obtain a ranking associated with each of the second plurality of historical technical support sessions, wherein each ranking is based on the success of corresponding historical technical support session; and
display, in a ranked order, the second plurality of historical technical support sessions to a technical support person (TSP) during the technical support session;
in parallel to the extracting and the identifying,
receive a TS correspondence from the customer for the technical support session;
cleaning the TS correspondence to obtain cleaned TS correspondence;
performing a classification of the cleaned TS correspondence to determine the TS is a question;
making a determination, after the classification, that the cleaned TS correspondence is a duplicative of a second question in the technical support session; and
based on the determination, visually linking the cleaned TS correspondence to a prior TS correspondence in the TS session.

8. The TS system of claim 7 , wherein the customer identification information is extracted from the technical support session.

Assignees

• Emc Ip Holding Co Llc

Inventors

• Sethi Parminder Singh
• Goel Akanksha
• Chopra Shelesh

Classifications

• G06Q30/016 Primary

  After-sales · CPC title

• G06F16/285

  Clustering or classification · CPC title

• G06F16/3334

  Selection or weighting of terms from queries, including natural language queries · CPC title

• G06F16/3344

  using natural language analysis · CPC title

• G06F40/205

  Parsing · CPC title