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:
Nov. 07, 2023
Filed:
Oct. 15, 2021
Applicant:
Emc Ip Holding Company Llc, Hopkinton, MA (US);
Inventors:
Assignee:
EMC IP HOLDING COMPANY LLC, Hopkinton, MA (US);
Primary Examiner:
Int. Cl.
CPC ...
G06F 16/00 (2019.01); G06F 16/332 (2019.01); G06F 16/33 (2019.01); H04L 41/5074 (2022.01); G06F 18/22 (2023.01);
U.S. Cl.
CPC ...
G06F 16/3329 (2019.01); G06F 16/3326 (2019.01); G06F 16/3344 (2019.01); G06F 18/22 (2023.01); H04L 41/5074 (2013.01);
Abstract
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.