US 12,321,947 B2
Method and system for predicting next steps for customer support cases
Parminder Singh Sethi, Ludhiana (IN); Vasanth DS, Bangalore (IN); Akanksha Goel, Bangalore (IN); and Shelesh Chopra, Bangalore (IN)
Assigned to Dell Products L.P., Round Rock, TX (US)
Filed by EMC IP Holding Company LLC, Hopkinton, MA (US)
Filed on Jul. 27, 2021, as Appl. No. 17/386,370.
Claims priority of application No. 202141026090 (IN), filed on Jun. 11, 2021.
Prior Publication US 2022/0398599 A1, Dec. 15, 2022
Int. Cl. G06Q 30/01 (2023.01); G06N 5/04 (2023.01); G06N 20/00 (2019.01); G06Q 10/0631 (2023.01); G06Q 30/016 (2023.01)
CPC G06Q 30/016 (2013.01) [G06N 5/04 (2013.01); G06N 20/00 (2019.01); G06Q 10/06316 (2013.01)] 18 Claims
OG exemplary drawing
 
1. A method for managing support cases associated with clients, comprising:
obtaining, by a computing device, a support case associated with a failure of a client of the clients;
in response to obtaining the support case:
obtaining, by the computing device, contextual information associated with the support case, wherein the contextual information comprises:
client component identifiers,
client component types,
client component performance information,
temperature information, and
issue severity;
obtaining, by the computing device, client telemetry data associated with the support case;
selecting, by the computing device, a portion of training data that is similar to the support case based on a similarity calculation between the client telemetry data, the contextual information, and the support case and the training data, wherein the training data comprises past contextual information from previous support cases of the clients, wherein the portion of the training data comprises baseline training data stored on a training data repository;
generating, by the computing device, a prediction model by executing a classification algorithm using the portion of the training data, wherein the prediction model reflects a subset of features included in the portion of the training data; and
generating, by the computing device, predictions by executing the prediction model using the client telemetry data, the contextual information, and the support case, wherein generating the predictions using the client telemetry data, the contextual information, and the support case comprises:
identifying a number of times each prediction of the predictions occurs in the predictions, and
ranking the predictions of the predictions based on the number of times each prediction occurs to generate ranked predictions, wherein a highest occurring prediction is ranked highest.