The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Mar. 03, 2020
Filed:
May. 26, 2017
Zendesk, Inc., San Francisco, CA (US);
Christopher J. Hausler, Coburg, AU;
Michael G. Mortimer, Croydon Hills, AU;
Thomas Pelletier, Montpellier, FR;
Arwen Twinkle E. Griffioen, Montmorency, AU;
Soon-Ee Cheah, Bentleigh East, AU;
Anh Thien Dinh, Pascoe Vale, AU;
Arvind Kunday Anantharaman, Melbourne, AU;
Bob Dharmendra Raman, Melbourne, AU;
Jason Edward Maynard, San Francisco, CA (US);
Wai Chee Yau, Caulfield, AU;
Sean D. Caffery, Collingwood, AU;
Jeffrey P. Theobald, Southbank, AU;
Damen Turnbull, San Francisco, CA (US);
Zendesk, Inc., San Francisco, CA (US);
Abstract
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.