Zendesk, Inc.

Bob Dharmendra Raman

Anh Thien Dinh

Soon-Ee Cheah

Michael G Mortimer

Arwen Twinkle E Griffioen

Wai Chee Yau

Christopher J Hausler

Arvind Kunday Anantharaman

Jason Edward Maynard

Sean D Caffery

Jeffrey P Theobald

Damen Turnbull

Thomas Pelletier

The disclosed embodiments relate to a system that suggests helpful articles to resolve a customer request. During operation, the system receives the customer request, wherein the customer request is associated with a product or a service used by the customer. Next, the system feeds a set of words from the customer request through a model to generate a request vector comprising numerical values representing words in the customer request. The system then compares the request vector against article vectors representing articles in a set of help center articles to determine whether the customer request matches one or more help center articles. If the customer request matches one or more help center articles, the system presents the one or more help center articles to the customer to facilitate automatically resolving the customer request.

Article-suggestion system for automatically resolving customer-service requests

Growing community of inventors

Melbourne, Australia

Bob Dharmendra Raman