US 11,941,641 B2
Method and system to manage technical support sessions using historical technical support sessions
Parminder Singh Sethi, Punjab (IN); Akanksha Goel, Faridabad (IN); and Shelesh Chopra, Bangalore (IN)
Assigned to EMC IP Holding Company LLC, Hopkinton, MA (US)
Filed by EMC IP Holding Company LLC, Hopkinton, MA (US)
Filed on Oct. 15, 2021, as Appl. No. 17/502,174.
Prior Publication US 2023/0118727 A1, Apr. 20, 2023
Int. Cl. G06Q 30/016 (2023.01); G06F 16/28 (2019.01); G06F 16/33 (2019.01); G06F 40/205 (2020.01)
CPC G06Q 30/016 (2013.01) [G06F 16/285 (2019.01); G06F 16/3334 (2019.01); G06F 16/3344 (2019.01); G06F 40/205 (2020.01)] 8 Claims
OG exemplary drawing
 
1. A method for managing a technical support session, comprising:
obtaining customer identification information for a technical support session, wherein the customer identification information identifies a customer, wherein the customer is a person in a legal entity, and wherein the technical support session is used by a technical support person to interact with the customer in order to resolve a technical support issue of the customer;
extracting at least one keyword for the technical support session;
identifying a second plurality of historical technical support sessions from a first plurality of historical technical support sessions using the at least one keyword and the customer identification information,
wherein each of the first plurality of historical technical support sessions comprises an interaction between one of a plurality of customers and one of a plurality of technical support persons,
wherein each of the second plurality of historical technical support sessions is associated with the legal entity and comprises the at least one keyword;
obtaining a ranking associated with each of the second plurality of historical technical support sessions, wherein each ranking is based on the success of corresponding historical technical support session; and
displaying, in a ranked order, the second plurality of historical technical support sessions to a technical support person (TSP) during the technical support session;
in parallel to the extracting and the identifying,
receiving a TS correspondence from the customer for the technical support session;
cleaning the TS correspondence to obtain cleaned TS correspondence;
performing a classification of the cleaned TS correspondence to determine the TS is a question;
making a determination, after the classification, that the cleaned TS correspondence is a duplicative of a second question in the technical support session; and
based on the determination, visually linking the cleaned TS correspondence to a prior TS correspondence in the TS session.