Dell Products Inc.

Emc IP Holding Company LLC

Akanksha Goel

Parminder Singh Sethi

Shelesh Chopra

Selvaraj Subbaian

Debashish Sahu

Hung The Dinh

Shree Ramakrishna Rathinasamy

Maxim Balin

Sabu K Syed

James S Watt, Jr

Kannappan Ramu

Natasha Gaurav

Kanika Kapish

Vasanth Ds

Geetha Venkatesan

Priyansh Saxena

Vasanth D Sathyanaraya

Rajeshkanna Murugesan

In general, embodiments relate to a method for managing a technical support (TS) session on a technical support system. The embodiments include receiving TS correspondence from a client, wherein the TS correspondence is associated with the TS session, classifying the TS correspondence to assign it a question classification, based on the question classification, making a determination that the TS correspondence matches at least one prior received TS correspondence, wherein the at least one prior received TS correspondence is associated with the TS session, and visually identifying the TS correspondence and the at least one prior received TS correspondence on a graphical customer interface (GUI) of the technical support system.

Method and system to manage tech support interactions using dynamic notification platform

Techniques described herein relate to a method for managing support cases of clients. The method may include obtaining a support case associated with a client of the clients; in response to obtaining the support case, obtaining contextual information associated with the support case; obtaining client telemetry data associated with the support case; selecting a portion of training data that is similar to the support case based on the client telemetry data, the contextual information, and the support case; generating a prediction model using the portion of the training data and a classification algorithm; and generating predictions using the prediction model, the client telemetry data, the contextual information, and the support case.

Method and system for predicting next steps for customer support cases

Methods and systems for managing operation of endpoint devices are disclosed. To manage the operation of endpoint devices, a management framework may be used. The management framework may allow users to define desired outcomes for operation of endpoint devices. Once defined, the management framework may supplement the desired outcomes with additional context. The desired outcomes and additional context may be used to determine how to configure the endpoint devices. For example, applications for deployment to the endpoint devices may be identified and confirmed with the requestors via use of the management framework.

Selection and use of blueprints in device management

A method for managing applications includes obtaining an application resolution report from an administrative system, wherein the application resolution report comprises a customer query and a response, applying a neural network algorithm on a set of tokens associated with the application resolution report to obtain a vector representation of the application resolution report, performing a probability analysis on each vector in the vector representation, based on the probability analysis, identifying an unanswered portion of the application resolution report, and in response to the unanswered portion of the application resolution report, performing a query resolution.

System and method for identifying and remediating unanswered queries in application resolution reports

In general, embodiments relate to a method for managing a technical support session, comprising: determining a technical support issue (TSI) for a technical support session; identifying a question path graph (QPG) associated with the TSI; and displaying at least a portion of the QPG to a technical support person (TSP) during the technical support session.

Method and system for augmenting a question path graph for technical support

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.

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

In general, embodiments relates to a method for managing a technical support session, comprising: obtaining technical support question from a technical support person (TSP) that is conducting the technical support session; determining that the technical support question is a duplicate of a prior technical support question; in response to the determination, obtaining a quality score for the technical support question; and displaying the quality score to the TSP in a user interface on a technical support system that the TSP is using the conduct the technical support session.

Method and system for implementing a pre-check mechanism in a technical support session

Methods, apparatus, and processor-readable storage media for automatically detecting data offloading methods using data bucketing and machine learning techniques are provided herein. An example computer-implemented method includes obtaining operations data and configuration data for one or more storage objects in a database; determining one or more times at which data offloading is to be carried out for at least one of the storage objects in the database, wherein determining the one or more times includes processing at least a portion of the operations data using one or more machine learning techniques; generating at least one data offloading protocol, comprising one or more data offloading methods, by processing at least a portion of the configuration data; and automatically executing, in accordance with the one or more determined times, the at least one generated data offloading protocol for at least a portion of the one or more storage objects in the database.

Automatically detecting data offloading methods using data bucketing and machine learning techniques

Methods, apparatus, and processor-readable storage media for device component management using deep learning techniques are provided herein. An example computer-implemented method includes obtaining telemetry data from one or more enterprise devices; determining, for each of the one or more enterprise devices, values for multiple device attributes by processing the obtained telemetry data; generating, for each of the one or more enterprise devices, at least one prediction related to lifecycle information of at least one device component by processing the determined attribute values using one or more deep learning techniques; and performing one or more automated actions based at least in part on the at least one generated prediction.

Device component management using deep learning techniques

Methods, apparatus, and processor-readable storage media for predicting statistics gathering times for database activity data using machine learning techniques are provided herein. An example computer-implemented method includes obtaining activity data pertaining to at least one storage object of a given database; determining one or more times to gather statistics related to activity data pertaining to the at least one storage object of the given database by processing at least a portion of the obtained activity data using one or more machine learning techniques; and performing at least one automated action related to statistics gathering based at least in part on the one or more determined times.

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Faridabad, India

Akanksha Goel