US 11,855,933 B2
Enhanced content submissions for support chats
Mauro Marzorati, Lutz, FL (US); Todd Russell Whitman, Bethany, CT (US); Jeremy R. Fox, Georgetown, TX (US); and Sarbajit K. Rakshit, Kolkata (IN)
Assigned to KYNDRYL, INC., New York, NY (US)
Filed by KYNDRYL, INC., New York, NY (US)
Filed on Aug. 20, 2021, as Appl. No. 17/445,529.
Prior Publication US 2023/0057821 A1, Feb. 23, 2023
Int. Cl. G06F 15/16 (2006.01); H04L 51/02 (2022.01); H04L 51/10 (2022.01); G06T 19/00 (2011.01)
CPC H04L 51/02 (2013.01) [G06T 19/006 (2013.01); H04L 51/10 (2013.01); G06T 2200/24 (2013.01); G06T 2219/024 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A computer-implemented method for enhancing content submissions of support chats comprised of:
acquiring a support request, by an automated support agent, wherein the support request includes a content submission, the content submission selected from a group consisting of audio data, image data and text data;
determining a classification type of the support request based on at least one of a request type of the support request and a comparison of the support request with an historical support request database,
wherein the request type of the support request is determined by the automated support agent using a supervised machine learning classification model to classify the support request, the machine learning classification model being trained with training data corresponding to a plurality of industries, where each of the plurality of industries corresponds to a classification type for an industry of the plurality of industries, the historical support request database comprising information corresponding to previous support sessions for the plurality of industries, support requests corresponding to the previous support sessions, content submission corresponding the previous support requests, and a set of requirements corresponding to the classification type of the previous support request;
obtaining a set of requirements for the support request from a server based on the determined classification type, the set of requirements comprising criteria for content submissions for the automated support agent to provide support to a user;
determining that the content submission does not meet the set of requirements; and
in response to the set of requirements not being met by the content submission, generating an augmented reality inspector to assist the user in adding content to meet the set of requirements, the augmented reality inspector capable of interacting with the user via audiovisual communication and text communication.