US 12,271,907 B2
System and method for identifying and remediating unanswered queries in application resolution reports
Shelesh Chopra, Bangalore (IN); Vasanth D. Sathyanaraya, Bangalore (IN); Parminder Singh Sethi, Punjab (IN); and Akanksha Goel, Haryana (IN)
Assigned to EMC IP HOLDING COMPANY LLC, Hopkinton, MA (US)
Filed by EMC IP Holding Company LLC, Hopkinton, MA (US)
Filed on Jun. 23, 2021, as Appl. No. 17/355,341.
Claims priority of application No. 202141023615 (IN), filed on May 27, 2021.
Prior Publication US 2022/0383330 A1, Dec. 1, 2022
Int. Cl. G06Q 30/016 (2023.01); G06F 16/903 (2019.01); G06F 40/289 (2020.01); G06N 3/02 (2006.01); G06Q 10/10 (2023.01)
CPC G06Q 30/016 (2013.01) [G06F 16/90335 (2019.01); G06F 40/289 (2020.01); G06N 3/02 (2013.01); G06Q 10/10 (2013.01)] 11 Claims
OG exemplary drawing
 
1. A method for managing an application in a production host environment, the method comprising:
obtaining, by an application resolution report manager of the production host, an application resolution report from an administrative system, wherein the application resolution report comprises a customer query and a response,
wherein the customer query is associated with information about the application,
wherein the customer query is generated using a client device, and
wherein the response is generated using the administrative system;
applying a neural network algorithm on a set of tokens associated with the application resolution report to obtain a vector representation of the application resolution report,
wherein applying the neural network algorithm comprises:
performing a first masking operation on the application resolution report by obscuring a random portion of words in the application report to obtain a masked application resolution report,
performing a phrase separation on the masked application resolution report to obtain a set of phrases,
performing a next phrase prediction on the set of phrases using a phrase prediction model to obtain a predicted set of phrases,
updating the phrase prediction model using the predicted set of phrases and the application resolution report to obtain an updated phrase prediction model by analyzing a pair comprising one of the predicted set of phrases and a corresponding phrase of the set of phrases to determine an accuracy of the phrase prediction model and to improve the phrase prediction model, and
based on the updated phrase prediction model, updating a first vector representation to obtain a second vector representation, wherein the first vector representation is based on the application resolution report and wherein the vector representation is the second vector representation;
performing a probability analysis on each vector in the vector representation;
based on the probability analysis, identifying an unanswered portion of the application resolution report; and
in response to the unanswered portion of the application resolution report, performing a query resolution, wherein the query resolution comprises providing the unanswered portion to the administrative system.