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:
Jun. 04, 2024
Filed:
May. 01, 2020
Dell Products L.p., Round Rock, TX (US);
Dell Products L.P., Round Rock, TX (US);
Abstract
Techniques are provided for customer service ticket processing using cluster-based data driven guidebooks. One method comprises obtaining a customer service ticket; extracting features related to the customer service ticket, wherein the features comprise a representation of a problem associated with the customer service ticket; assigning the customer service ticket to a given cluster of multiple customer service ticket clusters based on the features; obtaining a customer service ticket processing guidebook associated with the given cluster that identifies independent actions to perform to address the problem; and processing the customer service ticket based on the customer service ticket processing guidebook. A customer service ticket processing guidebook may be generated for each customer service ticket cluster using historical customer service tickets from the respective cluster. The customer service ticket processing guidebooks can be generated by clustering (i) possible independent actions and (ii) possible solutions identified in the historical customer service tickets of the given cluster.