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:
May. 27, 2025
Filed:
Dec. 09, 2022
Dell Products L.p., Round Rock, TX (US);
Norton Zamboni Junior, Porto Alegre, BR;
Fagner Scheibel Reinaldo, Porto Alegre, BR;
Aline Rodrigues Da Cruz, Porto Alegre, BR;
Vinicius Michel Gottin, Rio de Janeiro, BR;
Romulo Teixeira De Abreu Pinho, Niteroi, BR;
Paulo Acassio Martins Oliveira, Porto Alegre, BR;
Dell Products L.P., Round Rock, TX (US);
Abstract
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.