Dell Products Inc.

Paulo Acassio Martins Oliveira

Vinicius Michel Gottin

Romulo Teixeira De Abreu Pinho

Fagner Scheibel Reinaldo

Aline Rodrigues Da Cruz

Norton Zamboni Junior

Techniques are provided for customer service ticket similarity determination using an updated encoding model based on similarity feedback from a user. One method comprises obtaining encodings of customer service tickets in a vector space using an encoding model; determining pairwise similarities for the encodings of the customer service tickets; obtaining feedback from a user regarding the pairwise similarities for a subset of the encodings; updating pairwise similarities for the subset of the encodings using the feedback from the user; generating an updated encoding model by processing the updated pairwise similarities for the subset of the encodings of the customer service tickets using a supervised learning algorithm; and processing at least one customer service ticket based at least in part on the updated encoding model. The feedback from the user may indicate a similarity of two or more of the plurality of customer service tickets.

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Porto Alegre, Brazil

Paulo Acassio Martins Oliveira