Emc IP Holding Company LLC

Dell Products Inc.

Vasanth Ds

Shelesh Chopra

Parminder Singh Sethi

Lakshmi Saroja Nalam

Akanksha Goel

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

A method for managing a client environment includes obtaining, by a client device upgrade manager, an upgrade estimation for a client device executing in the client environment, wherein the upgrade estimation corresponds to an application upgrade for an application, in response to the upgrade estimation: performing an optimal time slot analysis for the client device to identify a set of optimal time slots, presenting the set of optimal time slots to the client device, obtaining, by the client device, a requested time slot for the application, and in response to the requested time slot, initiating an installation of an application upgrade of the application.

System and method for an optimal time slot determination for an application upgrade in a customer environment

A method for managing a client environment includes identifying, by an application upgrade monitoring agent, the application upgrade for an application, in response to the identifying: obtaining device configuration information associated with a client device executing an instance of the application, wherein the client device is executing on the client environment, sending an upgrade time estimation request to a device emulation system, wherein the upgrade time estimation request comprises the device configuration information, obtaining, in response to the upgrade time estimation request, an upgrade estimation from the device emulation system, wherein the upgrade estimation specifies a period of time the application upgrade is expected to take to complete on the client device, and initiating execution of the application upgrade on the client device based on the upgrade estimation.

System and method for estimation of time to completion for heterogeneous application upgrades in a customer environment

A method for managing a client environment includes obtaining, by a device emulation orchestration engine in an emulation system, an upgrade estimation time request associated with an application upgrade, in response to the upgrade estimation time request: performing a device emulation container analysis to determine a client device that requires the application upgrade, wherein the client device executes in the client environment, initiating an upgrade emulation using a device emulation container corresponding to the client device, obtaining, from a device emulation agent executing in the device emulation container, an upgrade estimation, and providing the upgrade estimation to the application upgrade monitoring agent.

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Bengaluru, India

Vasanth Ds